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Telecom customer service year-end summary

I have been a customer service agent of China Telecom for three years. In these three years, there have been bitter and tired, laughter and touch. There are doubts in the harvest, mature and more constant exploration of the future of customer service.
In the past three years, my progress has been straight, slow, slow, and solid. Because as a customer service staff, I know that basic skills must be done well, smiles should be retained, courtesy should be appropriate, and patience should be maintained. These are not a day's success. This time is a long stream of water, not anxious, not close to the power can not be sharp. Have better training in your own growth. In the ordinary customer service, I tried to show my excellent side. In the assessment of kpi, he was rated as a good customer representative every month. In XX, he was sent as an excellent representative to conduct affinity training. In XX, he was arranged to go to ** 10000 exchange study. During my doubling, my recommendations were adopted by the leaders. Due to outstanding achievements, he was rated as an excellent employee of XX. He has a wide range of interests in entertainment. Hobby writing. A valuable slogan was adopted in the "Telecom Product Advertising Collection" held in May last year. In May of this year, members of the May Fourth Youth Festival organized and produced programs, which were well received by everyone.
When doing customer service, people say "this is doing something unpleasant." Indeed, the things that customer service needs to deal with are sometimes trivial, busy every day, every day meets a variety of customers, polite, rude, grateful, angry, reasonable, unreasonable, mistyped ... At the beginning, the daily mood will change with the customers you encounter and the customers you encounter. After being smashed by the customer, the mood became heavy and I couldn’t laugh; I was praised by the customer, and I immediately became brisk, warm and thoughtful. Think about this is a very immature performance. Fortunately, I got help from many colleagues around me and made me mature. The sincere gratitude and satisfied laughter of the user made me realize my value. In the first call, I dare not respond easily to the questions raised by the customer. But very quickly, I realized that in addition to having a passionate attitude, there should be rich and solid business knowledge, so that I don't have enough confidence to answer the customer's questions correctly. So, I developed the habit of using business time to familiarize myself with business knowledge and making difficult problem records. I remember that when I first wired, I encountered a lot of difficulties. I did not fully answer the questions raised by the customers more than once, and even encountered customer complaints. My mood was at its lowest point for a long time. However, I did not give up on myself, but I was always looking for malpractices. I was not ashamed to ask, to strengthen business accumulation and learning, but also took the initiative to use my spare time to listen to some excellent recordings. After a year of hard work, I finally did not disappoint myself. I was awarded the title of “Excellent Attendant” and I was recognized and praised by everyone.
I remember one night I received a customer call saying that his family's PHS was robbed and wanted to stop immediately, but could not report that the owner was his lover's ID number and was rejected by the attendant, and told that he could only go to the store tomorrow. Go to deal with it. When I received his call, his mood seemed quite excited. Obviously he had scored many times. What if there is no shift supervisor present? Strict adherence to the rules and regulations is our guideline, but the interests of users may also suffer losses. In the words of the customer saying "I am guaranteed by personality", I immediately said: "Mr. I believe you..." and write down his personal ID number in detail, and inform him of the follow-up matters to the business tomorrow. . Users sincerely thank you. This incident gave me a deep feeling. When dealing with a difficult and sensitive problem, when the interests of the company and the company's rules and regulations conflict, and do not harm the company's interests, are we more concerned about users or afraid to take some responsibility? Is it to use a legitimate reason that does not seem to go wrong, or to deal with it flexibly, and dare to take some responsibility? Being a customer service person is by no means just a matter of doing one thing. It is necessary to take a hard work and work hard to make one good, consider it well, and take it. The so-called for the sake of customers, to worry about customers, to achieve customer wishes, not the words "Mr., I can understand your mood" can be completed, but we need to have the responsibility and responsibility to analyze and deal with the responsibility Force and execution can truly fulfill the wishes of customers and enhance the service quality and service image of our company. This is a challenge for everyone involved in the customer service industry, both physically and mentally, but this challenge makes my life wonderful and fulfilling.
To be a qualified customer service staff, I think it is not enough to do business work alone. Usually I will study books related to work, such as "Sales Psychology", "Marketing Service Marketing", "Telephone Marketing", etc., and discuss the cases related to telephone service skills with colleagues, and enrich myself. Understand the customer psychology, so that I understand from experience that "sorry" "I am really embarrassed" than "Mr., I am sorry" is not easy to cause customers' resentment, "We will transfer to the business department, or we will transfer the department to It is more acceptable for you to deal with "we will transfer to the relevant departments to help you deal with it, and users will feel that they are not perfunctory."
I often exchange ideas with my peers in the customer service forum, telling our customer service customer's own customer service story, and discussing the future of our customer service. Pay attention to the development of the customer service industry, pay attention to the customer service group, pay attention to the mental health and mentality changes of this group, as well as the career planning and career transformation of this young and talented group, pay attention to our customer service staff and understand our own professional growth. Environment, I don't think it is much more important than paying attention to customer psychology or paying attention to other vulnerable groups in the society. These are good customer service for us, and it will be helpful to treat our work with a more stable attitude in the future. This is also meaningful for our company. We should be more aware of it. I want to be a qualified, excellent, and comprehensive customer service staff. These should be concerned.
Ordinary customer service, extraordinary business. My experience is ordinary, and the things I do are very ordinary, but the work gained in each time period, what I think, and what I feel are invaluable. I think this is a starting point for me to be a Chinese telecom operator to work in customer service and challenge life.

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