Customer service monthly work summary essay

Customer service monthly work summary essay

Customer satisfaction is the most important criterion for measuring the quality of a company's service. After personal survey of customer satisfaction, it is found that customer satisfaction is a kind of psychological activity, which is the pleasure of the customer's needs after being satisfied. For the customer, he has spent a certain price and needs to achieve a certain purpose. If a large part of the products and services we provide to him are not his own, even if your price is lower than others, it may not improve him. Satisfaction. Therefore, customer satisfaction is a quantitative indicator of customer satisfaction. This indicator can directly understand the level of satisfaction of the company, product or service in the customer's mind.

The customer's return visit is also mainly a survey of customer satisfaction. At that time, in the course of the transaction, perhaps the customer did not think of the various situations, encountered in the process of use, or directly encountered when accepting the company's services, he can The company makes feedback, and our feedback on customers will also be researched and stored, which will improve customer satisfaction, and the ultimate goal is to prepare for further sales and carefully plan. Customers returning to a company with brand recognition or recognition of its integrity will often be more reassured, willing to communicate and make some specific comments. The information provided by the customer is an important purpose of the company in conducting a return visit or satisfaction survey. If the company itself is not known too much, and the degree of planning a return visit is not enough, it is likely to affect the image of the company itself and the transaction again.

Zero complaints and no complaints are actually a vision of every enterprise. Really able to achieve such a business can be said no, because the psychology and behavior of consumers is difficult for the company to determine, the company can work hard to increase the quality of its services, so that only Improve customer satisfaction, but cannot determine customer satisfaction. Zero complaints No complaints are the goal pursued by the company. He requires the company to serve consumers completely and consumers are God. This sentence must be kept in mind.

Overall, whether an enterprise can survive depends on how well the company's customers support the company. This support situation is directly affected by customer satisfaction, so we can plan through good service, quality products. Good customer return visits to increase customer satisfaction. And the company's goals can be directed to "zero complaints and no complaints."

Customer service staff 2008 work summary

In the past three months, I have taken the service of smile as my own duty, taking the customer satisfaction as my tenet, based on my duty, dedication and dedication, and doing a good job in customer service. I summarize my work for the whole year as follows:

First, study hard, keep up with the times

Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility, but also a realm. I insist on diligent study, strive to improve business standards, strengthen my thinking ability, focus on using theory to connect with reality, and practice myself with practice. It has contributed its own meager strength to the success of the company's comprehensive informationization.

Second, based on their own duties, love and dedication

As a customer service staff, I always insist that it is not easy to do simple things. Seriously treat everything in the work. Whenever encountering complicated and trivial things, always do it actively and hard. When a colleague encounters difficulties and needs to change the class, he can give up the rest time without any complaints and resolutely obey the company's arrangement. Fully devoted to the work of the replacement class; whenever the company wants to carry out new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer the customer's inquiry and make it possible to make The company's new business is comprehensive and in-depth.

In the work, I strictly follow the "customer first, service first" work ideas, to the customer's advice, to make detailed answers; to solve the problems reflected by the customer, they can solve the problem positively and steadily, right Problems that cannot be solved by themselves, positively reflect to the higher level, strive to respond to customers as soon as possible; solve problems and solve problems with customers, do detailed registration, check every day, find problems in time, and effectively eliminate mistakes. occur.

The above is a summary of my work for the whole year, but I know that there are still some shortcomings. First, there is a lack of work experience, and there are loopholes in the actual work. Second, work innovation is not enough. Third, there is irritability in the work, and sometimes eager to achieve. In the next step, it should be overcome and improved.

Customer service monthly work summary essay

As an ordinary property customer service specialist, my job responsibilities are mainly to familiarize with and master the regulations, systems, and policies of property management, continuously improve and update my knowledge structure, keep pace with the development of property management, and secondly Use the theoretical knowledge learned to guide your actual work, do your best to handle it well, and coordinate the relationship between the company and the owner; do a good job in every job, always maintain a good mental state, and insist on service. Thoughts supplemented by the main and management, win the trust of the owners, and maintain a good image of the company. As a part of the company, this is what I have to do.

In the work, summed up a set of work experience

1 First of all, I should give the complainant or the disputer a "cooling down" ideological work.

2 analysis, investigation of the cause of the problem

3 If the problem involves relevant laws and regulations related to property management, it should be combined with laws and regulations related to property management, and then formulate scientific solutions according to actual conditions;

4 Finally, of course, the implementation of specific methods. And summarize each processing experience for the future processing based on similar issues.

5 Complaints, disputes, and return visits can make our work affirmed by the owners, and at the same time, we can indent our relationship with the owners to facilitate the future development of property management.

On this basis, 9 steps to achieve zero defects in work are established:

1, the requirements are clear: the owners are not always right, but always the most important; fully meet the needs of customers, and use this as the starting point and destination of the work.

2, prevention first: fully prepare for the requirements to meet the requirements, and actively prevent possible problems.

3. Do it right the first time: In the implementation, you must do the right thing for the first time. You can't use the work process as a test site.

4. Responsibility in place: Decompose the service quality objectives and implement them in various departments and positions until individuals, and implement them according to the plan.

5. Intensive training: carry out indoctrination, knowledge teaching and skill training for yourself.

6. Strict inspection: Implement personal self-inspection, supervisor/manager supervision, and administrative management center inspection; and analyze the results to clarify problems, causes, and responsibilities.

7. Loop review: Regularly correct the problems in the service and formulate corresponding preventive measures.

8. Integrated organization: On the basis of the linear organizational structure, centering on customer satisfaction, perfecting the “first responsible person” system, accelerating the speed of information exchange, and highlighting the idea of ​​total quality management.

9. Standard operation: further improve the operation specifications.

The implementation of “zero defects in property” will further improve service quality, enhance the company's brand image and consolidate the property market.

Zero complaints and no complaints are actually a vision of every company, a vision of our company, and a vision for me. A company that can truly achieve this can be said to be no, because the psychology and behavior of consumers are difficult for the company to determine. Companies can work hard to increase the quality of their services, which only improves customer satisfaction, but cannot determine customer satisfaction. Zero complaints No complaints are the goal pursued by the company. He requires the company to serve consumers completely and consumers are God. This sentence must be kept in mind.

Overall, whether an enterprise can survive depends on how well the company's customers support the company. This support situation is directly affected by customer satisfaction, so in the new year, I think I can pass myself. Good service, well-planned customer return visits to increase customer satisfaction. The company also develops with the goal of “zero complaints and no complaints” with high-quality products and services.

Customer satisfaction is the most important criterion for measuring the quality of a company's service. It can be investigated by individual's satisfaction with customers. It is found that customer satisfaction is a kind of psychological activity and a sense of pleasure after the customer's needs are satisfied. For the customer, he has spent a certain price and needs to achieve a certain purpose. If a large part of the products and services we provide to him are not his own, even if your price is lower than others, it may not improve him. Satisfaction. Therefore, customer satisfaction is a quantitative indicator of customer satisfaction. This indicator can directly understand the level of satisfaction of the company, product or service in the customer's mind.

As a member of the company, I will keep my duties, constantly improve myself, study hard in my daily work, learn from each other's strengths, and conscientiously complete the work of leadership arrangements. Thank you!

Customer service monthly work summary essay

For a customer service representative, the feeling of doing customer service is like a person who has learned to eat pepper. The whole process feels the most word: spicy. If one day you are used to this taste, you will no longer be coughed by this taste or your nose will shed tears, which means you are already a very experienced old employee. I came from the front line staff, so I know this taste. As a class, in the nearly two-year work of the class, I have been constantly exploring, trying to find another taste that can dissolve and ablate the "spicy" taste generated by the user at the front desk. This is Attendant emotional management. After all, most people need to manage, control and adjust their emotions.

Before each new employee goes online, I will tell them that a good customer service representative, only skilled business knowledge and superb service skills are not enough. Try to improve as a customer service representative based on the following two points. The professional psychology should learn to make the boring and monotonous work vivid, and learn to regard work as a kind of enjoyment. First of all, for the user to treat each other with sincerity, as a loved one or a friend, really provide users with effective and effective consultation and help, which is one of the prerequisites for a happy work. Then, when providing advice to the user, listen carefully to the user's problem instead of paying attention to the user's attitude, so that you can remain calm, analyze and guide it carefully, and extinguish the emotional anger of the user to prevent service. Attitude problems Fire on the fire caused greater complaints from users.

In addition, in the usual traffic management, I have been looking for a balance between the two management modes of humanized management and institutionalized management. In order to prevent employees from being frustrated when they are punished for violating the rules and regulations, affecting service attitudes, a more effective way is to find employees to communicate before the punishment. The best way is to push others and feel that they are growing up in error. As long as a person is brave enough to face and bear the consequences of his own mistakes with a certain heart and mind, there is no way to go. As the saying goes: knowing the mistake can change, good and bad. Therefore, there is no need for long-term depression and escaping for the mistakes that I have made. It is the most rational choice to work in life, and it is also the best lubricant for dealing with employees. Only in this way will we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employee sentiment and maintain a good service attitude.

Of course, while constantly implementing our own experiences and ideas and achieving certain results, we are more like a screw in this important position, with the front desk, back office, team leader, quality inspection and department of this department. The managers cooperate effectively and communicate with other groups or departments in a more harmonious manner, and the traffic management work is carried out in an orderly manner. In the process of doing my best to do the best, the team's two-character will be particularly profound. I was touched by such a story:

At the time of the flood, the people gathered on the dyke stared at the fierce waves. Suddenly someone exclaimed; "Look, what is that?" A black spot like a human head drifted down the waves, and everyone was preparing to rescue when they were closer. "That is the ant ball." An old man said; "The ant is very spiritual. There is a year of water, I have seen an ant ball, as big as a basketball. When the flood arrives, the ants quickly embrace the group. With the waves drifting, some of the ants on the outer layer of the ant ball will be driven into the water by waves. But as long as the ant ball can land, or can encounter a large drift, the ants will be saved." For a long time, the ant ball was beached. The ant colony is like a warrior on the landing boat, which is opened layer by layer, and rushes into the embankment in a row. A small group of ant balls left in the water on the shore. That is the heroic victim of the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still tightly held together. So calm, so tragic ------ So I started to work for it: a cohesive team should be able to quickly huddle together in a dangerous situation to produce amazing power and finally get out of danger." Ant Ball", under the mutual help and solidarity of all the staff in our call center, not afraid of the unreasonable entanglement of users, not to be surprised by the eccentricity of the complainant, hehe, a lot of harassing users and how to prevent!

Fortunately, our call center itself is a team full of passion and vitality, and everyone in it actively participates in the construction of this team in the dynamic support of “going against the water, not going back”. In the good and tacit cooperation with another class, we learn from each other's strengths, check and fill in the gaps, plus the strong support of the department manager and the friendly smile. No matter what difficulties, we can unite and seek. The effective treatment method will overcome the difficulties and carry out the traffic management work day. As we all know, the business of public telephones has always been the focus of user disputes and complaints. The public and card users have the highest complaint rate in the call center every month for business reasons. Therefore, in dealing with such complaints, they are always on the ice, be cautious, lest they may cause cross-level complaints due to poor handling. Whenever encountering complaints that are difficult to decide or have a large impact, the help and guidance of superior leaders are always indispensable. This has greatly relieved the pressure on the work of the class, which is a kind of "the sky is falling down and some people are squatting together." Feeling realistic. There are several such complaints in memory, but all of them are shocked and risky, and eventually become the experience of forging our ability and continue to enrich our customer service career.

Recalling the work process since this time and the current state of the public speaking group, although there have been great changes under the joint efforts of all of us, there are still many shortcomings and shortcomings waiting for us to plan and change. First of all, there is still a big gap between the requirements of the provincial bureau in terms of service quality and service awareness. Regardless of success or failure, we will continue to explore and try, such as large-scale training on service awareness and emotional management to stimulate the front desk. Work enthusiasm. Or in order to improve the voice affinity, as a voice art training and in the advocacy and encouragement of the company's trade unions, the call to the full call center to participate in the poetry reading contest, etc., in the process of cultivating the voice charm, let the carrier of telephone communication more vivid, resulting in A group of better customer service representatives. Then, in the work discipline between the agents and the dynamics of the employees' thinking, the management will be further strengthened. Since the public speaking group is the group with the largest number of call centers, there is a long way to go for future work.

So no matter what kind of changes will happen in the future work, I dare not let out the slightest slack, and will do my part more seriously, try to overcome the weaknesses of personality and age, and push away obstacles and obstacles. Abandon the "small me" and go into battle. I believe that I will change regardless of how I grind the years, but the pursuit of perfection and never give up will never change.

My belief is to live to the old, learn to be old, to be confident in life, maybe, only with the attitude of learning to support myself, in order to make my old staff more energetic, more creative and more calm in the customer service industry. Let's go.