Summary of the quarterly work of the shopping mall logistics in 2019

Customer complaints reception and processing. In this year, we have used departmental regular meetings or communication meetings and special trainings to conduct floor-to-floor management personnel's company return and exchange regulations, complaint handling techniques and quality case analysis training. The focus is on standardizing our own form of reception and standardizing services as the main work objectives. In order to standardize complaints, standardize reception etiquette, standardize reception procedures, standardize the implementation of results, and standardize floor reception and records, in August this year, the company arranged for me to train the complaint skills of frontline foremen. After careful preparation, I brought out customers. Complaints deal with the art and received favorable comments from grassroots management. Through this training, the ability of floor-level management personnel to handle complaints was improved.

Improve service quality. First of all, we believe that the quality of the company's service is up to the level. It is not enough to rely on the tracking and inspection of our service office. So at the beginning of the year, we have established a floor part-time duty manager, who is a floor-level director, and we work together. The daily behavioral norms of employees on each floor are checked, and the strength of the store inspection is strengthened. In the second quarter of this year, the Service Office led the various commodity departments to carry out team building. The departmental cadres are responsible for the on-site management of the department. When there are problems, they can be dealt with in a timely manner. It is more conducive to management results from the acceptance and cooperation of employees. Established a store manager training system, carried out sales follow-up, replaced the employee service quality tracking card, and established a full-service management file. For more than 6 employees who violated the law throughout the year, we will suspend the employee's qualification for training and conduct training. Re-enter the entry procedures to enable all employees to establish a sense of crisis and improve service quality in an all-round way to create the best service environment.

The five major management departments of the store, strict investigation system, put the focus of the investigation on the floor. In the daily check-in, the service manager of the duty office will be able to do “three diligences” with hands, legs and diligence. The problems found will be communicated with the department in a timely manner, and the rectification notice will be issued, the rectification period will be proposed, and the tracking will be carried out, so that all kinds of problems found can be solved in a timely manner, and the passive situation of non-implementation will be eliminated.

The management of the duty manager's business skills and professionalism. We have developed a systematic training plan based on the shortcomings of the duty manager's business, and regularly conduct product knowledge and professional knowledge training. The trainer is served by the duty manager of our department. We use our weaknesses to supplement our own weaknesses through training.

The scope of personnel management inspection is comprehensive and institutionalized. The second-line and first-line staff management will be put into a synchronous track for daily supervision and management. In accordance with the relevant rules and regulations of the company, we will treat them equally, strictly implement them, be fair and just, not be thick and thin, achieve transparency in supervision and inspection, standardize management, and eliminate the problem of different implementation standards. We have also formulated rectification notices to timely solve the problems found. The rectification has greatly improved some of the work, and we have also intensified our efforts to inspect the cadres on duty, from the previous two times to four to six times, so that the management of each department has self-discipline.

Actively cooperate with the company to complete various tasks. From the participants, the executors, the planners to the organizers, there are service managers in the company's various large-scale activities, and all the work proposed by the company can be completed in a timely, comprehensive, quality and quantity, and It has achieved certain results and has been recognized and affirmed by the leadership of the company and the leadership of the human resources department.

Summarizing the service work, although it has achieved certain results, it has also been recognized by the leaders. However, our work has improved slowly. There is still a certain distance between the quality of the staff and the standard of the duty manager, and most of the departments are new employees. The quality is still relatively low, and the experience in dealing with customer complaints is still relatively lacking. There is still a certain distance between the service quality and the large shopping centers in developed cities. All future work will strive to improve the quality of personnel and improve work efficiency. Allow customers to enjoy a superior service culture.