Customer Service Specialist 1 Work Summary
It has been a year since I entered xxx. I have been working as a customer serv
Customer Service Specialist 1 Work Summary
It has been a year since I entered xxx. I have been working as a customer service consultant. During this period, I witnessed and participated in the development of the company and the improvement of the system. As a xx person, I am sincerely proud. After a year's work experience, I have accumulated some knowledge and experience about customer service. The summary is as follows:
First, establish a global concept and do a good job.
Doing one's own job well and establishing overall awareness are the primary issues, and customer service is no exception. I think the overall situation of customer service work is to "establish corporate image, maximize customer satisfaction and loyalty to the company's products, and convey corporate cultural image." After I/KLOC-came to the company in October, I received a week's training, including the basic knowledge of drugs, traditional Chinese medicine, compound Chaihu Anshen granules, common customer questions and answers, sales skills and so on. Through training, I not only have a deep understanding of the company's products, but also greatly improve my personal ability. At the same time, I have a full understanding of the company's perfect training system and cultural atmosphere. Then I started to do customer service. One of the main tasks of customer service is to answer customers' calls and give professional and enthusiastic answers to customers' questions. The second is to pay a return visit to the customers who have purchased, understand the effect of medication, and provide professional guidance on medication methods. These two points of customer service seem simple, but as a department that directly communicates with customers, it is related to the transmission of corporate image, the satisfaction and loyalty of customers to the company's products, and has a great influence on the follow-up marketing of the company's products.
Second, be good at professional skills and be diligent in thinking and adapting.
With the continuous development of the sales industry, drug sales should also adapt to the sales ideas under the new situation. As a customer service staff, you should be diligent in thinking and resourceful when communicating directly with customers. Give professional answers to customers' drug problems, make correct responses to customers' complaints and other questions at the first time, make customers satisfied and maintain customers' satisfaction with the company's products. Customer service is the work of directly facing different insomnia customers, which requires professional knowledge level and flexible adaptability, and needs to sum up the problems encountered in time. While managing the existing insomnia data at hand, I summarized the knowledge about diabetes according to the fact that most insomnia patients have diabetes. According to the different medication history of insomnia patients in different periods, I summarized the relevant information of commonly used drugs for insomnia. There are also information about insomnia and depression, which are shared with colleagues to increase effective communication with customers. Whether a customer can communicate effectively is a yardstick to measure the professional level of customer service personnel, and it is also an effective means for service personnel to master application knowledge as soon as possible.
Third, be good at communication and improve the quality of work.
Customer service personnel should not only have strong professional and technical knowledge, but also have good communication skills. In today's society, a product often has problems due to improper use and operation, and it is often not the poor quality reflected by customers, especially Chinese medicine. If you don't continue to use drugs according to the course of treatment, it is difficult to reflect the effect of drugs. So at this time, we need to find out the crux of the problem, communicate with customers, standardize the use method, convey high-quality service attitude to customers, and avoid customers' distrust of products and even damage the corporate image. Customer service work is mainly reflected in communication. 2. Communication with customers can better understand the customer's demand for products and communicate with colleagues, increase work experience, share experience, improve the overall level of the team and improve the quality of work.
Fourth, abide by the company system and actively participate in activities.
"There is no Fiona Fang without rules". Whether the rules and regulations of an enterprise are perfect or not is directly related to the image and cultural atmosphere of the enterprise, and this system needs to be effectively implemented by every individual member. During the four months of working in the company, as a customer service staff, I didn't ask for leave without reason, and I also finished my work well during the period. Actively participate in various activities organized by the company, such as outward bound training, Ditan exhibition and being on duty every Friday. During the activity, colleagues got to know each other better and the cooperation between teams was strengthened.
In the new year, customer service also needs new working ideas. The first thing is to do a good job, manage the existing customer information, and pay a return visit to the purchased customers regularly, so that they can feel the good effect of the drugs and the after-sales service of Guilong Pharmaceutical. We should also visit other existing customers' information regularly, track their insomnia, and convey xxx's unique idea of treating insomnia to them at any time. Secondly, according to the company's promotion situation, improve communication skills and professional level at any time to help improve the company's promotion work. Thirdly, improve your professional level, summarize the insomnia of different customers, and improve your knowledge of insomnia and depression, communication skills and psychological counseling at any time. In the new year, I will coordinate and communicate with leaders and cooperate with colleagues, and my knowledge level and work level will be improved. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect service system can enterprises be invincible in the competition. In the new year, I hope that under the leadership of leaders and with the help of colleagues, I can go to by going up one flight of stairs and make contributions to the development of the company.
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Summary of customer service specialist's work II
20__, at the end of August, I came to the automatic door of Jiele. After several days of training, I have a certain understanding of this job. Now I will summarize my feelings and understanding of this job as follows:
Basic skills and quality requirements required by customer service personnel: The basic skills required by customer service personnel require good service spirit, good communication skills, careful and meticulous work, good team spirit and sense of cooperation, discipline and good mentality.
As a customer service staff, you need certain skills; Learn patience and tolerance. Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers, which requires tolerance and understanding of customers.
We must understand and be familiar with the functions of the products operated by the company.
Here are some of my thoughts:
Let's see, I've been in the company for almost two months. Looking back, although I felt unprecedented pressure during this time, I have been trying to adapt to this pressure. Although I have given up, after careful consideration, since I am here, I will do my best. A little injustice is nothing. If I can't stand this injustice, I don't have to leave home at all. I just stay at home and rely on my parents every day.
In fact, I may be unfamiliar, so there will be more mistakes, and I have never been exposed to this thing before, but I always believe that as long as I have the heart to learn to contact and really integrate into this business, there will always be gains.
Customer service is actually a complicated and simple job. Simply put, it is to serve customers and think for them. Of course, this must ensure that it does not harm the interests of the company.
If you want to be a good customer service, the first thing is to have a good attitude. Just like some time ago, I always felt that I might be fired. I am so poor, I always make mistakes and have no confidence. The probability of making mistakes is increasing, and even the most basic services are not done well, which makes it impossible for technicians to construct on the site. It's because I didn't communicate with my customers in advance. However, as the saying goes: people are not sages, in fact, the most important thing is that they have not set their minds properly and learned from their mistakes. If you make a mistake once, try not to make it again, and reflect on why, where and why you made it, so that you won't make such a mistake next time. I don't know how many mistakes I have made since I took over the dispatching post. Every time I make a mistake, I get a lot of scolding. I once thought about giving up, because I felt so wronged, so wronged, and I gradually felt so stressed. Think about what my colleagues said before, and now I really should listen to it. This job is really difficult to do. But some colleagues praised me, saying that I can do it without anyone now, which is really good, but unfortunately I will still make many mistakes. I wonder what will happen next. Now that I'm still working in the company, I'm trying to do my best in automation. Because I have learned my lesson, as Xie Li said, it doesn't matter even if I make the first mistake. If I make a second mistake, it's my own problem. If I make a mistake, I should raise it in time and don't solve it privately. It was because there was no timely feedback when there was a problem that it led to the previous thing.
Now, in the future, I will work hard, study hard, try not to make mistakes, treat every customer seriously, try to satisfy every customer, and satisfy my leaders and colleagues.
Summary of customer service specialist's work 3
Hello!
I officially worked in the customer service department of _ _ _ _ _ _ on February 28th, with a probation period of three months.
Time passed silently in a blink of an eye, and the probation period will be over in a blink of an eye. Looking back on the past three months, I can't help feeling a lot ... It was a precious experience in my life and left me with beautiful memories. Although there was no vigorous victory, it also experienced some extraordinary tests and tempering.
During this period of work and study, I have a relatively complete understanding of the same party circle; I have a clear understanding of the company's development process and management, as well as personal responsibilities. In the process of getting familiar with my work, I gradually understand the spirit of "dedication, exploration and transcendence" in the circle of Tongfang, and unite and cooperate, pioneering and innovating, which has added new vitality to the steady development of the circle of Tongfang. Under the careful care and guidance of leaders and colleagues, through their unremitting efforts, all aspects have made certain progress. Now I will make the following report on my work and study.
My work is mainly administrative management, expense management, material management and some daily work in the office. At work, I try my best to do my job well and improve work efficiency and quality. Because I have no work experience, I often have problems at the beginning. Thanks to the enthusiastic help of leaders and colleagues, I found the shortcomings in my work in time and corrected them seriously. I constantly summed up the experience and lessons in my work, and later became familiar with my daily work, and submitted various statements in time, thus achieving "active" work. After I went to Beijing for training in mid-April, I got a deeper understanding of my work, especially some details in my work, as well as issues raised by leaders and colleagues for discussion, and I also got a clear understanding. I need unity and cooperation among my colleagues in my work, which is very important and the deepest influence my colleagues have given me since I joined the company.
Of course, my work still has shortcomings and deficiencies. I will continue to study hard and do my best in the future. Our work needs the spirit of "transcendence". I believe our work will get better and better through hard work.
Here, I will make a report on my work and experience during the probation period, and take this opportunity to formally request the company leaders to become full members. I hope that the company leaders can comprehensively consider my work attitude, work ability and work performance according to the requirements of regular employees. I would like to contribute all my strength to the vigorous development of the same circle of people.
Summary of Customer Service Specialist's Work 4
Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
Problems and lessons in work
Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and deficiencies, mainly in the following aspects:
First, we do a lot of work while groping, so that we can't do it with ease, and the work efficiency needs to be further improved;
Second, some work is not meticulous enough, and some work is not well coordinated;
Third, I don't know much about the operation of the computer and the use of word and excel, and my work efficiency needs to be further improved.
Fourth, the sense of self-discipline is not strong. In my spare time, I have better operation to learn professional knowledge and consider problems, which leads to no better progress in my work.
20xx Work Plan and Improvement Measures
In the work of 20xx, I intend to take the initiative to cooperate with customers to handle the mortgage loan procedures of customer banks as my focus. Secondly, I will actively cooperate with the financial department to handle the property invoice and deed tax payment certificate of the first phase of the property, and at the same time go to the housing management office to handle the property right registration of the first phase of the property, and cooperate with the company's engineering department to collect the rectification list of the housing problems after the owner handed over the house, and feedback it to the customer in time after the rectification.
In view of my own shortcomings, I am determined to seriously improve my business and work level next year and make my due contribution to the leap-forward development of the company's economy. I think I should try to do:
First, strengthen study and broaden knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company;
Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.
Customer service specialist:
20xx year x month x day
Customer Service Specialist's Work Summary Chapter 5
The work of xxxx is coming to an end. Over the past year, under the correct leadership of the company manager's office, Qi Xin, a colleague from all departments, has made some achievements in customer service.
Since the beginning of this year, the company's manager's office has continued to pay equal attention to business development and housekeeping management, realized the management mode of * * *, led all the customer service staff to forge ahead in unity, and achieved certain results in customer service management, which fundamentally improved the customer service level. By carrying out centralized and unified customer service activities, the company further integrated service resources, promoted the change from policy-centered service to customer-centered service, continuously improved service level, created customer value, and actively assumed social responsibilities, which laid a solid foundation for the company's sustainable operation. The customer service department closely focuses on the company's overall development goals, and at the same time makes good service innovation, which is reflected in the following aspects:
First, in terms of system construction, we will continue to strengthen the basic management of customer service and further improve relevant management systems.
Starting with "internal quality, external image", we can further improve customer satisfaction and establish a good external image of the company by paying attention to the quality of personnel in various positions of the company. An excellent team must have a service team with excellent quality and technology. Since the beginning of this year, our department has made great efforts to improve the system, and continuously increased the service assessment by strengthening the implementation of the system to further improve the comprehensive quality of customer service personnel.
In view of the nonstandard service etiquette of some xx companies in our company, our customer service department focused on standardizing the service of all customer service personnel, and conducted some intensive training for customer service personnel from aspects of strengthening service awareness and service implementation standards, and strengthened on-site supervision and assessment, on-site inspection and on-site guidance, and punished them accordingly. Through a series of measures, the counter staff has increased the standardization of operation and greatly improved the implementation of service etiquette, which has also laid a good foundation for our company to continuously improve its service level.
Two, strengthen the study of business system, establish the concept of implementation, to ensure the comprehensive and effective implementation of the system.
In order to further strengthen the implementation of the company's business management system and provide a strong guarantee for business development from the system, the customer service department carefully sorted out and collected some documents and systems selected by branches that need customer service personnel to strengthen their study, and formulated a work study plan to strengthen the implementation of the business management system. According to the study plan, regularly organize customer service staff to study related business management comprehensively and systematically through centralized study and self-study, and require all participants to take study notes carefully, conduct tests and write learning experiences. According to the test and inspection, all relevant posts are required to write rectification reports. From its own point of view, it has established a strong sense of risk, ensured the comprehensive and effective development of this work, and effectively improved the consciousness of following the system and operating in compliance with the law.
Third, service-oriented, promote sales, and combine daily business processing with service work.
According to the document spirit of the superior company, our company has launched XX "XX" service plan for all customers. The purpose is to close the relationship between the company and customers, further improve customer satisfaction and establish a good external image of the company by holding customer service activities. In order to effectively carry out the activities, the company set up leading groups and working groups, and strengthened the publicity of this work, and implemented and effectively implemented all related work one by one according to the activity organization and publicity plan. Improve service quality, enhance customer loyalty, further improve the company's service level, fully safeguard customer rights and interests, and establish a good social image of the company. And through a series of high-quality services such as door-to-door delivery, it provides a good foundation for the salesman's exhibition work, and also plays a good communication role in strengthening the business cooperation between our company and the agency. The holding of this activity not only enhanced the customer relationship and the brand awareness of the company, but also injected new vitality into consolidating and driving business growth.
Four, starting from the service itself, "all for customers", and constantly innovate the service content.
1, actively cooperate with the branch to do a good job of xx customers. In order to further build the company's xx customer service system and provide value-added services to xx customers, the branch has carried out activities to provide xx services to xx customers throughout the region. Through the development of this activity, it has played a good role in establishing the company's good social image and enhanced the company's popularity to a certain extent.
2. The company's claims department does a fine job of "xx", actively paves the way for XX's business development, and continuously pays attention to some cases that have great influence in society, which truly reflects the company's humanized claims service.
Verb (abbreviation of verb) combined with xxxx's work, make the following arrangements on how to improve the shortcomings and gaps.
(1) Pay close attention to the implementation and execution of various business management-related documents issued by branches, continue to do a good job in training the professional knowledge and skills of customer service personnel, especially newcomers, and improve the overall comprehensive quality of service personnel;
(II) Cooperate with the development of various business competitions in xx sales channels of the company, better provide strong business support and backup guarantee for business development, actively cooperate with the three major sales channels of the company to carry out various business competitions, and fully promote the sustained and healthy development of the company's business;
(3) Service-oriented, promote sales, closely combine daily business processing with service work, and fully interpret the service connotation of XX.
In a word, the development thinking of customer service department next year will be based on strengthening the construction of customer service team, focusing on xx quality assessment, backed by xx methods and based on xx, actively promoting the standardization of counter workplaces, constantly innovating service methods, establishing scientific, perfect and strict quality management methods and supervision and assessment mechanisms, improving customer satisfaction, improving counter operation ability, preventing business risks, and establishing a warm and sincere service image of xx, so that counters can truly assume xx brand.
I remember an expert in actual combat training once said: "simple things are repeated, which is an expert;" Do the same thing happily and you are the winner. " Customer service is a long-term and complicated comprehensive work. Our department will require the employees under its jurisdiction to constantly improve their service awareness in their daily work, create an atmosphere of full service to customers, turn simple work into something not simple, and realize a win-win situation for customers, companies and themselves.