Part I Customer Service Department annual summary of the beginning and end
Looking back at the 20XX property company customer service department, can be said to be the further development of a year, and continue to improve and perfect the management function of the year. In this, the property customer service department has been the care and support of the company's leadership, but also other departments of the great assistance, after all the customer service staff a year of hard work, the customer service department of the work of the previous year has made great progress, the work of the system is constantly being improved and implemented.
Review of the year's customer service work, there are gains and losses. Now will be a year of customer service work is summarized as follows:
First, deepen the implementation of the company's rules and regulations and customer service department of the system
In 20XX the initial improvement of the rules and regulations on the basis of 20XX focus on deepening the implementation of the Department of Customer Service in accordance with the current state of the development of the company, to deepen its knowledge and understanding of property management. Customer Service Department also timely adjust the customer service work related systems, in order to better adapt to the new situation.
Second, theory and practice, and actively carry out the training of customer service personnel
In the property company's personal guidance many times, my department from the customer service personnel from the most basic image of the establishment of the most basic concepts of property management, to the property staff communication skills, to the various aspects of property management work, combined with the relevant laws and regulations of the comprehensive knowledge of the more systematic training and learning.
These are the first time I've seen a property management program.
Third, the handling of daily repair
According to the "Daily Work Record" record owners call and visit complaints and service matters, according to the different content of the repair actively work, and strive to solve the problem in the shortest possible time. At the same time, according to the completion of the repair report timely return visit.
Annual customer service to deal with repair calls totaled 14346, to solve all kinds of faults 14346, exclude the original construction problems, repair fault resolution rate of 100%; *** receive complaints 984 phone, timely processing, feedback 984.
Fourth, the release of information
*** counted 23 times to customers issued various types of written notices. The use of SMS group transmitter to send a total of 1,386 notices to do notices to be sent in a timely manner, exhaustive, clear expression, accurate wording, and at the same time actively cooperate with the content of the notice to do a good job of explaining the relevant work.
Fifth, the collection of property fees
According to the company issued a fee notice, and actively carry out the explanation of property fees, notification work, and do a good job of reminding the work.
Sixth, the collection of utility bills
Do the first household meter reading. On schedule to complete the monthly water and electricity meter reading work at the same time, timely completion of the monthly water and electricity bill data entry, out of the account. After printing the bill payment notice, post the bill payment notice to each household on time. Users who do not pay the bill on time to remind the payment of overdue to take the water shut-off treatment.
Seven, the establishment of a sound owners file work
Has improved and updated the owners file xxx, and continue to supplement the organization of the owners of electronic files. The total number of access card applications is xxx, and the total number of apartment occupant registrations is xxx. The total number of apartment occupancy certificates (required to apply for a temporary residence permit) is xx.
VIII. Deficiencies, problems and difficulties encountered in the work
1, because my department has not been through professional property management training, the knowledge of the property still needs to be systematically learned, service standards and communication skills should be further strengthened.
2, part of the repair work follow-up, feedback is not timely.
3, the timing, manner and method of collecting property costs are not perfect.
4, customer service work pressure, the physical quality of employees and self-psychological adjustment ability to continue to improve.
5, spiritual civilization construction, such as various forms of publicity and organization of owners of cultural and recreational activities have not been organized to carry out the work.
20XX we are full of confidence and hope, in the new year we must strengthen the study, under the direct leadership of the property company, to provide standardized, fast, effective service, and seriously do a good job of reception, enhance the quality of service property.
Part II Customer Service Department annual summary of work at the beginning and end
As a hospital customer service staff, the work of the day is extremely trivial, there are consulting triage, accompanied by a clinic to send a clinic, there is communication and coordination, there is a phone call to follow up, and even help the patient to nail the button pinheads and other small things. Although, these small things are very inconspicuous, but do a good job, you can let the patient from the great convenience, pleasure and comfort, and then increase the hospital's goodwill and trust; do not do a good job will affect the patient's evaluation of the quality of hospital services, and then damage the hospital's overall image of the service.
However, the work of a long time, on the one hand, some people on the customer service work disdain, that this work has no technical content, but also does not create economic benefits, and trivial and hard work, no interest; on the other hand, if there is no strong sense of enterprise and sense of responsibility, the passion of the service personnel is also very easy to be worn out in the mundane day-to-day small things, and the passion is the most valuable service traits, the service has lost its passion as if the The first thing you need to do is to find a way to get the best out of your life, and you can do that.
Finding constraints on the development of customer service problems and gaps, we focus on the concept of innovation and innovation system to do articles.
In fact, it is not easy to be a qualified service personnel, need to have communication, coordination, **** and other capabilities, as well as medicine, health care, marketing and other knowledge, the most important thing is to be like the nursing pioneer Nightingale, the courage to dedicate themselves to the cause of the spirit of wholeheartedly for the service of patients.
To serve the patients, we need to be a "golden key" in the hands of the patients. The "golden key" is an honor awarded to excellent service personnel by the international hotel industry, which means that it is omniscient and omnipotent, a "green card" for customers, and a gold standard for service quality and personal reputation of service personnel. The number of "golden keys" has also become the explanation of the service level of the hotel. The customer service personnel is like a "golden key" handed over by the hospital to the patients: we are the receptionist when the patients come to the clinic; we are the counselor when the patients come to consult; we are the companion when the patients have mobility difficulties; we are the coordinator when the patients are dissatisfied with the service; we are the caretaker for those who have children; we are the interpreter for those who come to visit. In short, this "golden key" is to meet the needs of patients by all means, and to open the door of patients' hearts with sincere dedication and sincere service to win the trust of patients.
I remember a Mr. Qiu, because the unit has something, after the discharge checkout did not take the ct film in time, the hygienist does not understand the situation, cleaned up when cleaned up empty.
For the patient service, we must do the patient test can not be down, can not ask the hospital "living dictionary". As the first station of the hospital service, we have to come into contact with thousands of people of different ages and personalities every day, and how to make these questions all kinds of different needs of people hope to come back satisfied, is the test of patience and wisdom of the customer service staff. We not only need to be familiar with the hospital's history, culture, characteristics of technology and equipment strength, but also familiar with the department's specialty, the scope of treatment, features and expert characteristics, and even to understand the medical characteristics of other hospitals in the provincial capital. When we are in a very short period of time, through their decent speech, extensive knowledge, to meet their needs, to win their trust and recognition, they will use their own medical choices to tell us: customer service is a bridge between the patient and the hospital, they are on the hospital trust and recognition.
I remember we received a patient with spinal stenosis, because it is the first diagnosis, we recommend him to the orthopedic examination to confirm the diagnosis, after the diagnosis, the patient is not willing to surgical treatment, want to look at other hospitals, so we introduced the hospital massage and traditional Chinese medicine, and finally the patient chose the massage treatment, a period of time after the efficacy of the patient is very satisfied; and once a kidney stone patients want to come to the hospital to crush stone, although the hospital does not have lithotripsy equipment, the hospital has no lithotripsy equipment.
The patient's first step in the process was the introduction of a new hospital in the city, which is the closest to his home, and the patient was very impressed with our serious and realistic attitude.
To serve the patients, we need to do the communication between the doctor and the patient feelings of the "bridge". Due to the professionalism and specificity of medical services, as well as the asymmetry of information between doctors and patients, patients are prone to blaming health care workers, health care workers will also be the patient's lack of understanding of disappointment, aggrieved and so on, this customer service staff capacity. There is no one training customer service personnel specialized agencies or courses, and customer service training and medical, nursing knowledge training requirements there is a certain difference, in order to improve the effectiveness of customer service work, we have made refinements from the training content, training time, assessment requirements.
Improvement of management standards to improve the effectiveness of customer service. In order to standardize management and improve the business level of customer service personnel, we have developed and implemented an internal job rotation, shift handover and work log writing system, although because of the different positions, differences in responsibilities, bringing temporary personnel business is not familiar with the task of managers to increase the difficulties, but we believe that the temporary difficulties will bring long-term benefits.
Improvement of assessment standards, improve customer service passion. In order to break the state of doing more or less good or bad, in the perfect job duties, service processes, based on our reference to the international common balanced scorecard, the development of financial goals, customer goals, management goals and personal learning and growth objectives of the four aspects of the assessment methods, is currently in the trial stage.
Through the "Double Excellence" activities, we have found gaps in the process of summarizing our work, found value in the process of setting up the coordinates, and got affirmation in the exploration of innovative work, and comprehensively enhanced our service consciousness, service capability, service image and ideological realm.
Part III Customer Service Department annual summary of work at the beginning and end
Time flies, unknowingly come to the company has been half a year, busy time has been close to the end of the year. Looking back at the past work of the little by little, only to find that I really gained a lot, as a company's after-sales customer service, I am also aware of their own responsibilities. After-sales service work as a service after the sale of products, and this service is related to the company's product maintenance and improvement, but also to enhance the communication with customers an important platform. After-sales service is directly related to the company's image and fundamental interests, but also indirectly affect the sales performance.
In my work involved in chatting after-sales Want Want and deal with a variety of after-sales handover issues, in the past year I learned a lot, for Want Want to reply to the conversation and telephone communication skills have a certain accumulation, for many jobs can be effectively to complete. In October when the handover data is handled in our group, double eleven of the month to deal with the handover data reached more than 9,800, usually can do their duty to complete their own work, is not let down the company's leadership expectations. In order to better complete their work, to create more benefits for the company, the work experience of this year's work is summarized as follows:
First, shape the excellent image of the store
Customers enter the store the first contact is the customer service, customer service, customer service words and actions are on behalf of the company's image, customer service is the first element of the customer to use to comment on the store. As after-sales customer service, we have to treat the customer in the spirit of problem-solving mentality, do not bring their own emotions to work, encounter unreasonable customers to tolerate, but also do not conflict with the customer, to treat the customer as a friend, rather than the object of work. As an online store customer service most of the time we are using Want text and customer exchanges, facing the computer customers can not see our expression, we must maintain a good attitude when communicating with customers, words to be polite, more polite language and vivid statements, with some dynamic and witty pictures, so that may bring the customer is another kind of experience.
Second, learn to think differently
When the customer to contact the after-sales, may be due to the receipt of goods is not appropriate, the quality of goods and other factors need to be returned or exchanged, when we deal with the problem of the customer, we have to think about how to better solve the problem for the customer, or will be mindful of the situation when we encountered a similar customer we hope to get how to deal with the results, and then in an effective way to go to the customer to get the results. Processing results, and then in the effective implementation. After-sales work is also to exercise our psychological quality of a good platform, we will encounter a variety of customers every day, which there is no shortage of unreasonable, treating customers when we have to hold a normal heart, seriously answer customer questions. Encountering customers do not understand, we need more patience to serve, we should patiently listen to the customer's views, so that customers feel that we attach great importance to her views and we are trying to meet her requirements, so that customers have an excellent shopping experience to bring more potential opportunities for transactions.
Third, familiar with the company's products and product-related knowledge
As a company engaged in apparel business, product updates are very fast, as the company's customer service, familiar with their own products is the most basic requirements, when a customer asked for some of the product, we can also respond to customers in a timely manner. Understanding of the product is not limited to the product itself, about the product with the relevant, but also we have to understand. Almost every week, the company has a regular new training, the training I am also more enthusiastic, new training allows us to combine the physical and web page product description of the product has a deeper understanding of the after-sales service we can also be familiar with the strengths and weaknesses of their own products, and then better for the customer to solve the problem.
Fourth, the effective completion of the work
Want is one of the tools we use to communicate with customers, in Want to communicate with customers we should pay attention to the speed of reply, only timely response to allow customers to the first time to feel our heat, for which we set up all kinds of shortcut phrases. On the basis of ensuring the speed of reply, we should also pay attention to the communication skills, the heat of the attitude is often half of the success of the decision. Through telephone contact to deal with customer returns is also one of our responsibilities, in the telephone contact we also need to pay attention to the most basic telephone etiquette. Usually we deal with the work is to take the initiative to contact the customer, make a phone call to pay attention to the time should not be too early or too late, it is also not appropriate to go to the phone in the lunch break customers; secondly, we should pay attention to the phone communication skills, before the call, we need to understand the purpose of the phone call, in the call on the way to the words clearly, pay attention to listen to the customer's requirements, do not interrupt the customer, at the same time pay attention to the control of the call time to avoid taking up too much of the work time. Working time; the call must be friendly, gentle tone, polite, so as to facilitate communication between the two sides. The end of the call should politely reply to the customer and then hang up the phone;
For some of the customer's problems we have to hold a professional attitude to deal with, in order to maintain a professional standard on the basis of we also want to let the customer to see our sincere attitude, if by their own professional knowledge of the product or can not solve the problem, this time we have to learn from the customer's response to the customer's psychological insights, and strive to quickly solve customer problems, and will reduce after-sales costs to a minimum, but also to reduce the cost of the customer's work. Problems, and minimize the cost of after-sales. If handled properly, over time the company's reputation and evaluation will be enhanced, which also reflects the value of our after-sales;
In the past year I have gained a lot, but I know I still have deficiencies. I have a deeper impression is a small group simulation training exercise, through the simulation of the customer and customer service communication buying and selling scenarios, the product will be marketed to customers. If the customer service is familiar with their own products, understand some of the knowledge of dress with, in the analysis of the customer's purchase psychology, and then find out the effective means of marketing, so that the chances of closing the deal is much greater. The company's training also let me see their own shortcomings, in this later, I am also trying to improve, usually work in the spare time, I will pay more attention to store new and store all kinds of activities, in each activity before I will spend time to understand the rules of the activity, so as to be well prepared;
The company has also organized a variety of training in the middle of the year when the leisure time, I applied for the pre-sales position to learn, although the charging time is not long, but also gained a lot of experience. The moment is not long, but also gained a lot of their work has a general understanding. Although the pre-sales only need to deal with customers through Want, but Want communication also requires a lot of skills, so that buyers order the key is customer service in the process of conversation can not impress the customer, how to let customers buy the products they want, is not just a sales pitch, but let the customer enjoy the shopping process. Also makes me understand that the gold medal customer service is not a day practice, when contacted without the post I realized that I actually have a lot to learn and improve, in the future work I also look forward to more training opportunities to expand their comprehensive strength.
In the new year I will learn from the lessons of the past, take the initiative to participate in the company's training, but the guidance and care of the leadership, I have the confidence to do better.
Part IV Customer Service Department annual summary of work at the beginning and the end
Seriously looking back on this year, what I actually did, and what gained it, how do I treat today to be able to recall the past, will not regret it; will not be ashamed because of nothing to achieve, based on the above issues, I according to the plan made last year to do some summaries. Last year, I made a plan to do some summarization of the things to do now, and according to the actual detailed modification of the future plan as well as the direction.
I remember last year, I wrote a summary of the work, mentioned this year's plan, one is familiar with the product; second is to do a good job of after-sales maintenance of the product; third is to study the customer psychology; but this year, what I did, for familiar with the product, so far, although there are a lot of details are not very clear, but with the understanding of the customer's counseling is enough, of course, some of the new knowledge needs to continue to learn; for the customer's maintenance, service aspects of the service, the customer's counseling. For customers to maintain after-sales service, service also did 80%; and the last one I really did not do well in the sales process, did not grasp the real needs of customers, in addition, I found that I was too kind, not decisive enough, some things I know, but I did not go to do what the customer wants, there is uncertainty about the information I did not have to persuade in a timely manner, resulting in some missed opportunities, do! As a salesperson, this, have to reflect, have to learn.
Next month to do after-sales, the leader said, the performance of the bottom of the first to do after-sales, to be honest, I'm very reluctant, but those who know as well as those who are good, as good as those who are not as happy, no matter how the position changes, I will not let myself be unhappy, no matter how the changes are for me is a kind of exercise, or after-sales is a very good transformation, before I do pre-sales want to do but did not have time to do things, do after-sales, but not to do things, but not to do things, but to do after-sales. Time to do things, do after-sales, I can fully according to their own ideas to do, I hate the unchanging process, and do not like to tacitly adhere to the rules of the way, and after-sales I intend to do so first:
First, on the return of goods, the process is too complex, the time is too slow, I think that the cardinal point is the return of the product is damaged as well as the warehouse management in the handling of the product because of product problems maintenance or storage and so on, thus causing delays. Caused by delays, for which I want to simplify this process, when the goods back, the first check the product, if there is a problem, directly take it to repair, give a timely solution, and the warehouse point of storage and then submit the so-called return and exchange of goods is too much trouble, so I want to warehouse by the after-sales to go to the point of goods and return and exchange of goods directly back to the warehouse management, behind the back can be very quickly handed over to the financial processing, so as to avoid the warehouse management is sometimes busier delivery, too late to The point of storage, thus causing delays.
Second, on the after-sales call, the provisions of this time is 80%, to be honest, a little more, but to do, how to do, the initial idea is to call before the query customer is not online, if online, then go through Want to visit, if the customer is not online, before going to the phone to visit, in this way, there are two advantages, one, if there is a problem, Want has a record of chatting can be investigated and can be Want to avoid saying things. Avoid the things that can not be said, the second, to save the phone bill, and, there is an important issue, is to call the customer, generally 9:00 to 11:30, 14:00 to 17:00 in the afternoon for the best, and in between, after-sales guide single single review is mainly completed in the afternoon, so the time can be said that only in the morning you can call in this case may call back to visit will not be done very well! I'm not sure if I'm going to be able to do that. But still first efforts, summarize and then propose a change program.
Third, logistics tracking, if there is a transfer order, it is sent to the customer by the after-sales direct query, although the after-sales are not involved in pre-sales work, but if you say that the transfer to the pre-sales, and then transferred to the customer, so that more than one step, I think it is not necessary to hope that the later can be adopted.
Fourth, the development of invoicing matters, according to the regulations, every day after 3:00 pm invoices issued on another day, in order to put an end to the so-called special, as long as the invoice application will be sent to the financial can be sent before 4:00, depending on the 15:00, I think a little early, but how to do it, according to the time 3:00 pm invoices before the single, at the latest, 3:30 recording, the remaining 30 minutes to open the bill of lading as well as the invoice application, the time I feel there is a fight for time, I feel there is a fight for time. Time I think there is a fight for time, but now have not come up with a better program than the previously proposed.