1. After-sales service personal summary report Part I
Time flies, and in the blink of an eye 20xx year has passed. This year is a year of tension, but also a year of fulfillment, but also a year of mixed feelings. Both the SARS rampage, but also the company's listing. Looking back on this year, all the people of GSE have worked together with one heart and one mind to overcome all kinds of difficulties, and finally ushered in the listing of the company, making the company have a qualitative leap, which is something every GSE should be proud of and be proud of. In order to the company's listing proud and proud, but also for us to overcome all kinds of difficulties, withstood the test and proud and proud.
At the beginning of the year, Hantang Securities put forward the demand for centralized trading to realize the centralized trading of three business offices in Beijing. The company sent me to be responsible for the engineering implementation of this project. At that time, there was no centralized trading, not to mention the experience. At that time, we could only implement the project while trying to find out the experience. I went back and forth between the three business offices, set up the test environment, tested carefully, found problems and solved problems during the test. After more than a month, the system was finally successfully launched. In this project, we learned a lot of things and accumulated a lot of experience, which laid a foundation for the centralized trading in the future. After that, we were responsible for the centralized trading of B-shares of Zhongguancun Securities, because we had done a number of similar projects in the past, so we were more comfortable with it. It took two weeks for the dozen or so business offices to go online and for the system to operate normally.
From the year before last, the company realized that our counter software version was not uniform, which caused a lot of trouble for upgrading and maintenance. The head office decided to unify the version of the counter. I was responsible for doing the annual upgrade of Guodu Fuwai Business Department, CITIC Baijiazhuang Business Department, and Jinxin Beijing Business Department. And other colleagues *** with the completion of the Beijing region counter software version of the unification.
Due to the needs of the brokerage firms, the company launched the product KB32 counter software system for regional centralization at the right time. In March, I was responsible for the regional centralization of Hantang Securities. As the software has just been launched, there are still some problems. So the amount of maintenance in this period of time is relatively large. At the end of April, our company signed more orders and the headquarters lacked engineering staff. I was sent to the headquarters to do the regional centralized project. I was mainly responsible for the regional centralized project of Hantang Securities. Has completed the Hantang Nanjing Business Department, Hantang Bengbu Business Department, Hantang Zhanjiang Business Department (two business departments, four service departments), Hantang Maoming Business Department, Hantang Foshan Business Department of regional centralization. Work more carefully, making the system on-line are relatively smooth, no problems, but also recognized by the headquarters of Hantang Securities. In August, he was transferred back to Beijing to be responsible for the daily maintenance work, installation of the remaining placement and winning succession. In September, Galaxy Securities also started to do regional centralization. Firstly, we upgraded Shijiazhuang Business Department of Galaxy Tianjin to KB32, and then we implemented the regional centralization of three Beijing Business Departments (Galaxy Beijing Yuetan Business Department, Galaxy Beijing Tiantan Business Department, and Galaxy Beijing Xizhimen Business Department). After Galaxy Beijing regional centralization, the company sent me to Tianjin to implement the regional centralization of three business departments in Tianjin (Galaxy Tianjin Yunjing business department, Galaxy Tianjin Dalian Road business department, Galaxy Heilongjiang Road business department). By late December, the successful completion of all projects.
In the past year in all aspects have made some progress. Through the usual engineering and after-sales service work, increased a lot of experience, the securities industry is very strong in real time, the need to timely and accurately find the problem. Basically solved the customer's problems in time in the engineering and maintenance done. Maintained a strong sense of responsibility, serious and cautious work attitude and a good mindset during the works done and after-sales maintenance. In the case of small staff and large amount of works, he was able to complete the tasks given by the company on time. In accordance with the company's requirements to maintain 24 hours without turning off the phone, whether during working hours or in the rest of the time are able to customers for telephone maintenance or door-to-door maintenance services, and customer relations get along with a very cordial, recognized by the customer. Have a strong team spirit, to assist other colleagues to complete some projects. There are still some shortcomings in the work, need to improve the ability to analyze and solve emergencies, and the level of procedures. In the future, we have to continue to strengthen the learning, improve the technical and business level, better service to customers, and strive for greater progress for the company to make greater contributions. Recalling the past, looking at the present, looking to the future, I believe that through the unremitting efforts of all our gold witnesses, the gold evidence of tomorrow will be better.
2. After-sales service personal summary report Part II
In the past year, I am mainly after-sales commercial work, in the company's leadership and colleagues of the correct leadership and caring support, I am based on a positive work attitude and enthusiastic spirit of service, as much as possible to work. But there are still some shortcomings, now will be this year about the work situation and personal feelings to do a summary, I hope to be able to help in the future work.
1. Insufficient learning in the industry, in order to do a good job must take the initiative to go deeper into it, to experience the customer's psychology and industry dynamics.
2. Need to take the initiative to master the relevant work skills and techniques, and flexibly apply them to specific tasks.
3. Do a good job of personal work planning before work, reasonable arrangements, timely completion of the work, to ensure high efficiency. In the work, any small link of error may lead to the failure of the whole work. So pay attention to every link and do it meticulously. Learn to record every event and every important link to provide materials and basis for future study and review. A new year, a new start, I hope I can better improve themselves.
(1) strive to improve the quality of service, do things neatly, efficiently, without error. Service attitude should be good, reception of guests to continue to accumulate experience, to give guests a good impression. Answer the phone, but also to continue to improve the language skills; clever question and answer customers. Try to make every customer satisfied.
(2) to strengthen etiquette knowledge learning. Such as spare time to seriously study etiquette knowledge, public **** relations. Understand the common sense of etiquette that must be observed in dealing with people, including sitting, standing, speaking tone, eyes, and answering customer questions skills and so on.
(3) to strengthen communication with the company's departments. Understanding of the development of the company and the work of various departments, with these knowledge reserves, on the one hand, can timely and accurately answer customer questions and accurately convey information. If there is a consulting phone call, need to be within the scope of the ability to briefly answer the customer's questions, but also to seize the appropriate opportunity to publicize the company.
(4) Efforts to create a good front office environment. To maintain a good image of the company's facade, not only to pay attention to their own image, but also to maintain good environmental health, so that customers have a pleasing feeling.
Keeping a good mindset is essential for every after-sales staff. Regardless of the customer's attitude is good or bad, we should adhere to a good working attitude, sincere communication for customer service. Limit the protection of customer interests, is to improve our core competitiveness of the products we sell an important part of the company's image, and promote customer satisfaction and loyalty to the company's products. In view of the above problems, in the future work to strengthen the professional skills of learning to strive for greater progress, but also to strengthen the management knowledge learned to apply to the work, play the strength of the team to do more work on a higher level.
3. After-sales service personal summary report Part III
In 20xx, the company set up an after-sales service department, making the company's after-sales service work has been greatly improved, and the customer's satisfaction has also been greatly improved. These achievements, first of all, thanks to the company's leaders of the correct leadership and help; secondly, to thank all colleagues for their strong support; finally, to thank the after-sales service department of all employees of the concerted efforts of unremitting efforts. As the person in charge of after-sales service, I now summarize the work of the Department of after-sales service as follows:
First, try to do a good job
As the Department of after-sales service, is mainly responsible for after-sales maintenance of the company's equipment, equipment installation and commissioning, and training, pre-sale demonstration of the equipment and other work; after-sales service, to seriously solve each case of customer repair, seriously install and commission each piece of equipment, seriously to each customer explain the use of equipment operation method, the customer's explanation, and the customer's explanation of equipment operation method. Customers explain the use of equipment operation methods, seriously answer every customer encountered problems, seriously demonstrate to the customer each function of the equipment; after-sales service department of each employee, are working together to do a good job of each customer service work, and constantly improve customer satisfaction and loyalty to the company.
Second, dry learning, learning to do, and constantly improve their ability to work
The after-sales service department including xx, xx, xx and other employees, each employee has carried forward the spirit of not afraid of hard work, diligent learning; efforts to do their own responsible for their own work, and at the same time, dry learning, learning to do, and constantly improve their ability to work and efficiency. xx is mainly responsible for xx after-sales service, to xx after-sales work to do the work, and to do a good job. XX is mainly responsible for the after-sales service of XX, the after-sales work of XX is done in a well-organized manner, which greatly improves customer satisfaction; at the same time, other places after-sales, equipment installation and commissioning and equipment demonstration are also dedicated to do a good job; XX is mainly responsible for the after-sales work in Jiangsu and other places, as a new employee who comes to the company is not long, he grew up very quickly in 20xx, silently do a good job in arranging each job and in the dry, and continue to summarize the learning to improve their own Problem-solving ability; xx as the company recruited xx resident personnel, to the company's training immediately after a week's time, acceptance of strong, good at summarizing the dry, and constantly improve their skills, the xx after-sales work to do to make customers satisfied.
Third, shortcomings
After-sales service department due to insufficient personnel, resulting in some maintenance, not in time to cause customer complaints; after-sales personnel lack of regular training, can not be timely on the company's new technologies, new methods, new products in a timely manner to understand; after-sales personnel experience exchange is too little to share their work experience and insights in a timely manner; the customer visit work is not really implemented; customer service is not recorded in a timely manner to deal with; after-sales staff to exchange experience is too little to share their work experience and insights; the work is not really implemented; customer Repair is not recorded in time to deal with; after-sales summary and data organization is not timely and imperfect.
Fourth, the improvement measures
1. After-sales service work to get enough attention and support from the company's leadership; the market is a company's lifeline, but the after-sales service, is an important factor in determining the survival of this lifeline.
2. To increase the staffing of the company's after-sales service department; after-sales department needs a clerk, responsible for after-sales service telephone answering and recording, to do in office hours, all the after-sales phone calls are answered and detailed records; after-sales clerk to the customer on a regular basis for a telephone call back to timely understanding of the customer's use of the equipment and the product's recommendations and make a detailed record of the after-sales clerk to the return of the maintenance of a single after-sales service, the customer's use of equipment and product recommendations and make a detailed record of the after-sales service. Clerk to return to the after-sales maintenance list for registration and organization; for the company's several fixed business provinces, to fix an after-sales maintenance personnel responsible for long-term customer service work in the province, such as xx, etc.; In addition, the company should ensure that an after-sales technician in place, in a timely manner to the after-sales clerk to register the repair, telephone to understand the situation, and arrange for the appropriate responsible person to maintain in a timely manner, the technician should be sent back to the company in a timely manner for maintenance of the device! Send back.
3. Regular organization of after-sales personnel training, in a timely manner to master the new technology, new products; at the same time to strengthen after-sales personnel communication and exchange of experience.
4. After-sales service personal summary report Part IV
In the company's after-sales service department has been working for a year, in this year's work, I take "customer first" as the concept of "obedience to leadership, Solidarity with colleagues, serious study, solid work" as a guideline, seriously completed the tasks arranged by the leadership, their own business level and working ability has also been improved. Now a year's work, experience and future efforts to report the following:
First, establish the overall concept, do their jobs
I think the overall after-sales service work is, "to establish a corporate image, so that customer satisfaction and loyalty to the company's products." Limit the protection of customer interests, is to improve the core competitiveness of our products an important part. Do a good job of after-sales service, but also in order to provide timely feedback on the use of the product in the process of the emergence of adverse conditions, in order to make timely improvements, so that the product better meet the requirements of the use of the site. Over the past year, seriously perform the duties of the position, better completed the work of the task:
1, in the after-sales service department and the leadership of the branches and colleagues, the establishment and improvement of the after-sales network system, timely and comprehensive mastery of customer information, to achieve the timeliness of the service contact and coordination.
2, in the after-sales service department and the leadership of the branches and colleagues of the active cooperation, to complete the after-sales engineering program backup work, sound and perfect after-sales service files.
3, in the after-sales service department under the guidance of the leadership and the active cooperation of colleagues in various departments, drafted a monthly report on after-sales service work, the establishment of a smooth information platform.
4, after-sales product quality monthly report to analyze and summarize the processing, reported to the departmental leadership and quality control department, timely treatment of customer problems, improve product performance, improve product quality.
5, to the branches of the after-sales personnel to provide technical support to solve customer problems.
6, seriously complete the leadership arrangements for other tasks.
Second, the professional skills, diligent on-site observation
The products developed by our company have a world-class level of new technologies, involving a number of specialties, the after-sales service personnel high demand for professional skills. After-sales personnel can not only solve the individual equipment failure, but also requires the ability to consider the problem from the system as a whole, and put forward a perfect solution. As a service personnel, it is essential to observe the scene diligently, think independently and communicate with customers more often, which is crucial for solving problems and improving one's professional skills. I actively learn and participate in the debugging of new products to improve my professional skills. In the company's three customer training process, with customers and branches of the after-sales service personnel **** with learning. In the after-sales visit, not only to improve the level of professionalism, but also from all colleagues learned to do things.
Third, good communication, strong assistance and coordination
After-sales service personnel should not only have strong professional and technical knowledge, should also have good communication skills. For the new technology, customers often have to operate improperly, not all customers reflect the quality of not, so this time we need to find out the crux of the problem, and customer communication, improve customer maintenance and application of the level of the product, so as to avoid mistrust of the product and even the damage to the image of the enterprise.
In the process of this year's after-sales visits, I y appreciate: customers are not only product quality, more important is the after-sales service. Real sales start after the sale, we have a bad after-sales lost market cases, there are also good after-sales plus the signing of the contract. After-sales service process, dealing with emotions and dealing with the incident is equally important, we have to use the value of the service attitude, value of the quality of service to move the customer, standing in the "customer interest" point of view, to the customer to introduce the promotion of new technologies, new products, improve customer loyalty to our products.
Fourth, improve the shortcomings, look to the future
I worked in the after-sales service department for a year, did some work, learned a lot of knowledge, improve a lot of ability, there are still a lot of shortcomings and problems, need to learn and improve:
1, new technologies, new products mastered not enough, but also to strengthen the theory and practice of learning to participate in the engineering field.
2, to go to the after-sales service site, to understand customer needs, fundamentally solve customer problems, while further improving the after-sales service file.
3, with the leadership of the Department of after-sales service to strengthen the professional skills training of after-sales service personnel in all branches.
4, the work of the innovative consciousness is not strong, but also need to learn more, more to go to the after-sales service site, to improve their ability to work.
In the future work, I will carry forward the advantages, to overcome the shortcomings, to the work of a highly responsible spirit, down-to-earth, dedicated to do a good job.
5. After-sales service personal summary report Part V
After-sales service is the manufacturer for the user to bring paid or unpaid training, product debugging, consulting, customer visits, product maintenance and upgrades, and other services, and the quality of its services to evaluate the standard is the user's satisfaction, so user satisfaction is an important standard to measure the quality of after-sales service. Quality of the important standard.
First of all, we need to clarify the important benefits of after-sales service
1, after-sales service is the final process of a marketing, but also the beginning of the re-marketing, it is a long-term process. We should establish such a concept, a product sold, if the service is not completed, then can say that the sale is not completed. Once the after-sales service is completed, it means that the next marketing start, as the saying goes: "a good start is equal to half of the success," that is, the beginning of a virtuous cycle, sales volume is large, after-sales service workload is also large.
2, after-sales service work with the user to further enhance the feelings for the next step in cooperation to lay the foundation. A good after-sales service personnel, always be able to leave a good impression on the user, with different types of users to establish a good relationship, and even become friends, in fact, good after-sales service has been for the next cooperation to increase the success factor. Of course, this requires a solid technical skills, good professional ethics and service skills.
3, after-sales service is a kind of advertising, is the key link to win credibility for the company manufacturers. I have often heard, Haier's products despite the more expensive but good service, cheap goods but the service is not guaranteed and other words. Now the law of the market has proved that the credibility of the enterprise to a large extent from the accumulation of after-sales service.
4, the process of after-sales service is also the process of service personnel to accumulate experience, improve skills, and increase competence. In an ordinary maintenance department you may never see so many, so high-grade refrigerators, however, in the after-sales service work, where the user, you can often learn with the latest products, high-grade products. Learn how to work with these high-grade appliances, but also have the opportunity to learn the use of these refrigerators and maintenance skills.
Second, after-sales service skills
1, seize the main service object. Doing sales when we often say to get a certain person, is the clapboard. Do after-sales service is the same, even if your service is recognized by the user side of the personnel, the user side of the person in charge of a "no" word will be able to negate all of your, so after you do the service must be recognized by the user side of the main people before you can leave.
2, do not belittle the user where everyone. Users where everyone is very important, if you only take into account the feelings of an individual, to ignore the requirements of other people, this is also a big mistake and a big mistake. When other people put forward the requirements and responsibilities of the person in conflict, you have to go to great lengths to give a reasonable explanation, in order to get others to understand.
3, seize the main problem to be solved. Before doing the service, you must be clear what your main problem is, and to quickly and accurately determine the cause of the failure. Because, you can not always stay in the user, there is time in the constraints on you. You have to solve the main problem first. For accessories are not complete, can not be solved, to think of the user to prove, explain the situation, another time to visit the door.
4, do not speak too absolute words. There is no absolute thing in the world, you do not easily say "absolutely no problem" or "absolutely impossible"; you can continue to be silent, if you have to say, you can say: "Generally no problem! ", "it can be done", "if there is a problem, please contact us in time, we will give you a satisfactory service", "normally it should be like this! "
5.
5, demeanor, speech, dress, generous and decent, showing the company's cultural heritage. "A drop of water can reflect a sun" technical service personnel to the user there, your words and actions on behalf of the manufacturer's image, must not be casual, your words an action may lead to the user to change the machine, the return of the machine and so on, develop good professional habits, hairy hands and feet, do not repair, unnecessary quarrels and so on are after-sales service The personnel should pay attention to.
Third, the key to do after-sales service
1, grasp the time: in order to improve the efficiency of the service as well as the user satisfaction rate, it is necessary to grasp the time agreed with the user to do on time.
2, crisp and clean, to simplify: no one likes the nagging people, do after-sales service is the same, if you always have to mention the conditions, and even fault-finding, or lose three, hesitant. This not only affects the efficiency, but also leaves a bad impression on the user.
3, less talk and do more skillful avoidance: more words will be lost reasoning we should understand, if you do the process of service in the endless (except training, of course) you have time to work? Will make people feel that you are not down to earth, such as if you encounter sensitive issues (such as price) to find ways to avoid, to be able to push the issue to the sales staff, we must control their own mouths, especially when the user to ask you to eat, smoke, drink water.
5, said to do, learn to summarize: say three o'clock in the afternoon, must not four o'clock door. To develop a self in the after-sales work to summarize the problems encountered, and to remember some of the details, he will bring a lot of convenience to your future service, learn to summarize, technical level, to solve the user's potential will soon improve.
6, the repair is complete, organize the environment, comprehensive testing, leaving no hidden dangers: perhaps you have encountered such a situation, after dealing with the user just out of the door or just get on the car, the phone called again, said the machine has a problem, perhaps a small problem, you have to run back to a trip, or the user to complain again. So after doing the work must be a comprehensive test machine, can be fully tested depends on your experience and service standards, do not leave things ambiguous, many accidental failures have inevitable reasons, do not leave anything to chance, any problem to find out the real cause of the problem, otherwise, it should be regarded as the problem is not solved.
7, dedication and trustworthiness, do what you say: This is very important, I think we should understand how important dedication and trustworthiness.
Fourth, internal management
1, parts management is the most important part of the after-sales service work, to solve the problem of the potential speed, in addition to technology, is the potential for parts management, for the infrequent parts, applications should be applied after a strict plan and then apply, not blindly applying for the parts of the stranded parts, fewer than with the parts for the often bad and commonly used parts should be appropriate amount of more than the stockroom should not be the case of commonly used parts out of stock exist. Accessories out of stock condition exists.
2, continued accessory cleanliness and hygiene is also very important, from the warehouse out of the accessories must look like brand new accessories, not to say that is like the old, like the use of the same accessories, so that the user to see is also very dissatisfied. To often organize the accessories, cleaning, inventory. First to the first to send out, will not want, no use of things in a special stacking place or dispose of the continued warehouse clean, to do a month must inventory once a month from the accessories have not been issued to do a good job mark (generally expressed in yellow), for three months from the accessories have not been issued, the same should be done to make a good red mark, proving that the accessories are stagnant accessories.
3, into the warehouse accessories must be very clear, for the accessories of the code, name, model, accessories specifications, accessories can be used in lieu of the model and the use of accurate. And to implement the library management, what kind of accessories, in the library of that area, that a shelf, that layer, the specific location, from the print out of the accessories out of the inventory list can be clear, do not have to go around to find. Special not to put the accessories in the warehouse at the time of the code, the model is wrong, Zhang Guan Li Dai, that will be wrong again and again wrong, technical staff to lead out to run twice, laborious and time-consuming.
Personnel management: we must often organize technical staff, information staff, such as return visitors to the product technology, structure, use and other aspects of training, and to sum up the previous period of time in the work of the experience of the problem, and according to the previous period of time in the work situation, summed up how to do in the future, how to solve the same kind of problem. Do not appear in the same problem again the same unsatisfactory solution. The implementation of the weekly meeting system, an hour a week, will be able to solve such problems.
Fifth, the handling of special users
(1), in the user's home service, received another user request for information on the door, and asked immediately to deal with the door. Encountered such a situation, the service personnel must call another user to explain (never allowed to call the user's home), and to the center to make it clear that the user's home to bring maintenance services, it will take some time, by the dispatch of workers according to the user's degree of urgency to send other service personnel or with the user to change the appointment time.
(2), in the maintenance of the user's home dinner and the product can not be repaired, in principle, under the premise of obtaining the consent of the user to continue to repair. If there is a real inconvenience, then clean up the scene, and the user agreed to wait for the user to come back after dinner, when the time to come back (never eat in the user's home), if the user strongly requested to eat, then politely decline.
(3), the user does not agree with the maintenance, requiring the return of the machine or machine replacement. Indeed, because of performance failures, fit the conditions of the return of the machine, can not say that the service, according to the replacement of the user's requirements for processing (but the replacement of the machine is not a technical staff can say, even if the replacement of the machine, can not be given directly to the user, can only be said to the higher authorities immediately after the instructions to give an answer). Also be able to extend the warranty period through compensation or ways to persuade users not to exchange or return the machine. Do not fit the conditions of return, to the user to seriously explain the national "three packages" provisions, through sincere service to move the user, special conditions should be reported to the local center in a timely manner to help deal with.
(4), the user requires compensation, this situation is not easy to reply to the user, first of all, to understand the user to compensate for the reasons, to persuade the user, indeed, in the product quality problems caused by the loss of the user can not be explained to persuade the user, it is required to report to the center in a timely manner for instructions according to the status of the approval to be given to the process. Or the use of temporary evasive approach to avoid the user's request, timely feedback to the relevant departments of the new problem, for on-the-spot solution, if you can not guarantee on-the-spot solution, you can pull back to the test to persuade the user to pull back to the maintenance.
(5), rude and unreasonable users, service personnel scolding, detention, individual users will be his conditions are not met on the grounds of detention of service personnel or seizure of service personnel's tools, and even service personnel scolding, this situation, the service personnel must be calm, do not have a frontal conflict with the user, the phone call to notify the center in a timely manner, by the relevant personnel to deal with.