Summary of telephone customer service work

Summary of telephone customer service work

Summary is a kind of written material to review and analyze the study, work or completion of a certain stage afterwards, so that we can find mistakes and correct them in time, so it is very necessary to write a summary. Do you want to know how to write a summary? The following is the telephone customer service work I summarized for you, hoping to help you.

Summary of telephone customer service work 1 customer service work is no small matter, and a journey of a thousand miles begins with a single step. Some people may think that the front desk customer service job is odd jobs, but I don't think so. Through my personal experience during this period, I changed from a student to a social person, learned a lot and grew a lot.

First of all, we must establish a sense of the overall situation and improve service quality. The customer service department is a newly established department, and its existence just shows the importance and irreplaceability of this department. The front desk is the first level for guests. A good beginning is half the battle. Whether the customer service at the front desk is orderly, standardized and of high quality directly or indirectly affects the customer's decision whether to spend or not. Only when customers recognize our service can they continue to spend their lives here. Here, we must follow all kinds of etiquette, such as how to smile, how not to provide the service that customers need, and the language and language details in customer service, all of which need our heart to understand and be a conscientious person in life.

Secondly, we should actively cooperate with other departments, unite as one, show the service concept and turn the company's interests into benefits. Because the front desk is an indispensable part of the overall work, it requires us to clarify our work responsibilities, unite and help each other, help guests or other departments with a good attitude, receive every guest warmly and meticulously, answer their every question skillfully, respond to every call from superiors, assist consultants to complete their performance, answer every call carefully, and convey information in time, without omission or delay.

Third, we should constantly recharge ourselves to meet the needs of the rapid development of the company and society. People don't learn, they don't know. As a newcomer, I have a strong sense of crisis and anxiety, and I deeply realize my lack of plastic surgery knowledge, so I must learn the professional knowledge of plastic surgery from scratch and improve my professional quality. At the same time, as a newly graduated college student, I need to improve and strengthen my interpersonal communication and interpersonal skills, so that I can be on an equal footing with excellent colleagues. My colleagues Xiaoxue and Yang Lin have something to recommend to them. I know very well that education is not ability, and the purpose of reading is to accumulate my learning ability and processing ability, so that I can meet the so-called opportunity at a certain moment.

Finally, I thank the company for giving me the opportunity to learn, grow and make progress in such a big group. Looking forward to the future, I will devote myself to my work with a more positive attitude, do my work well in a down-to-earth manner, and hope to give full play to my value, make myself useful, selfish and altruistic, and contribute to the development of the company.

Summary of Telephone Customer Service Work 200 1 year's customer service ended in busyness. In fact, I am looking forward to this full working state. Customer service is a test of my willpower. I hope to do this well, of course, not only because I am responsible for myself, but also because I have to have a stable mentality in many cases. As a matter of fact, I have planned my work for a long time. Although it is not a long year, it is definitely more secure to have a plan. At the moment, I really hope I can improve these basic things. Many times, I am very demanding of myself. I used to be infinitely optimistic about myself, but this year I summed up the telephone customer service work.

I. Commercial aspects

Do one thing, love one thing, absolutely no problem At work, it is very necessary for me to expect that I have a security. I think no matter what the problem is, there should be a proper attitude. I know this very well when I call customer service. I think it is the best policy to solve problems in my work. I have been reviewing my work for a year, and I think this is a very simple state. I have been working hard to improve these things in my work for a year, and I dare not encounter any neglect. I feel that only by strengthening ideological construction and studying in a stable working state for a long time will my business be improved. I have always expected myself to be more than just a telephone customer service. I also hope that I can bring substantive suggestions to the company. All these require rich work experience, and I am working hard in this direction.

Second, keep learning.

It is not easy to learn how to do a good job. Although I have enough customer service experience, after all, I have been in an enterprising working state in recent years, and I can see where I still need to improve, so I hope I can gain something. Learning is a good way. There are many excellent colleagues around me, and I can always be influenced by my colleagues. It is important to seize the opportunity. I hope I can grow up at work. In fact, it gives me a very good learning environment. In the past year, I also learned from others. Of course, I will take the time to digest these things. I am willing to spend enough time digesting these materials.

Third, shortcomings

I understand these simple materials with an open mind Although there are some shortcomings, I can always correct them. I expect to keep in good condition at work, which can be a kind of study. In the past year, I felt that I was impatient on the phone and had problems in communication, mainly bringing some personal emotions into myself. I will correct these shortcomings.

Summary of telephone customer service work 3 Time flies, and I have been in PR Newswire for more than half a year in a blink of an eye. With the patient guidance and help of the leader and the cooperation and understanding of my colleagues, I have a good understanding of my work. Now I will report my summary, understanding and feelings about customer service in 20xx as follows:

I. Summary of work

1, for sale

A. Return visit within four days: extract customer contact information and related information from the satisfaction system, communicate with customers by telephone and carefully record the results of each return visit, timely reflect customers' feedback or suggestions to the sales department, communicate and coordinate with sales consultants, handle opinions for customers, follow up the complaints that cannot be solved on site in time, and reply customers as soon as possible to ensure customer satisfaction.

B, customer file arrangement: according to the customer information in the satisfaction system, fill in the customer telephone return visit form and file it every month. According to the customer's verification of the accuracy of information during the return visit and the customer's opinions and suggestions, the customers are sorted in order to have a clear understanding of the customers, and weekly and monthly reports are made on time every week, which is convenient for the sales department to know the customer's situation in time and sort out the documents needed by the group and manufacturers.

C provide the sales consultant with a list of customers who need to pay attention for three days, seven days and fifteen days, and remind the sales consultant to pay attention to the customers after delivery.

D, tracking, sorting and archiving the customer complaints in the DN network, and forming a specific customer complaint handling table and a monthly complaint summary for the convenience of companies and manufacturers.

2. Call back customers who have lost after sale, care for customers who have not entered the store for more than one year and analyze the reasons. The service consultant will ensure the first guarantee and the first guarantee distribution, and the first guarantee customers will come into the store every month to sort it out.

3. Check in on the customer's birthday, and send a text message to bless the customer the next day.

Second, understanding and feelings

As a customer service staff, we should have a good psychological quality, especially for customers who complain. First, we should appease customers' emotions and make them feel that we represent customers. We are the spokesmen of customers in 4S stores, and we can't fluctuate with customers' emotions. Learn to be patient and tolerant, listen to customers' demands patiently, and analyze the reasons for customers' dissatisfaction, so as to find a suitable solution and do a good job of appeasement in the later stage of sales. We should treat customers with smiling and friendly service, which is the magic weapon to complain about customers.

Third, the focus of the next step

Cooperate with the sales department to give timely reply to the feedback information of customers who put forward opinions or suggestions to achieve customer satisfaction. Do a good job in customer maintenance activities, increase the number of incoming plants, and urge customers to refer to them.

Four. Areas for improvement

With the guidance of leaders and the help of colleagues, I have successfully completed all the work in 20xx, but there are still many shortcomings. In the new year, I will strive to improve my professional knowledge, learn more about automobile sales and maintenance, and understand the sales process, so that I can be comfortable with customers who have questions on the phone. At the same time, I apologize for the inconvenience caused to other colleagues by the unequal ways and means that may exist in my work. In the new year, I will actively adjust my ways and methods, hoping to have a happy job in 20xx.

Summary of telephone customer service work 4 Although I haven't worked in xx for a long time, I have learned a lot of new knowledge and technology, and contacted the work content that I have never touched or even thought about before. All this is a challenge, a promotion and a growth for myself.

Looking back on xx's work, I am mainly responsible for two aspects: one is the update of website content, and the other is 53 customer service. Because these two contents are not well completed, I am not very satisfied with my performance. Here is a detailed explanation of the completion of this work:

First, the network work content

1. Update the news of Shenyang Campus on xx website, including the news of the campus, information about exams and information about studying abroad, so that people who browse our website can have a glimpse of our students, master the daily news of our school, and learn relevant knowledge about English exams and studying abroad.

2. Publish articles on blog channels of Sina, Sohu, Netease, Baidu, He Xun, Phoenix, Blog and other websites to promote xx English.

3. Submit updated articles and blogs to search engines, and strive to be crawled by search engines.

4. Check Baidu Post Bar and Baidu know the relevant information about xx English school, and master the latest views and needs of xx English. If you encounter malicious slander and advertisements, complain to the post bar in time and apply for deletion. (No malicious problems were found during this period)

5. Advertise in training websites, classified advertisements, foreign language training and study abroad training, study abroad forums and local forums in Shenyang, Baidu Post Bar and other places.

6. Write an article about the construction of xx English public welfare activities high school.

7. Write the related content of IELTS score guarantee plan, a new column of xx English website.

Second, 53 customer service consultation

Among the many visitors in the school, there is a way to visit students through online consultation, which is directly related to whether 53 customer service can consult effectively, so it also has higher requirements for my work. In addition to organizing the website, I must also improve my ability to communicate with customers online.

The network is virtual. I don't know who I'm talking to, what he really thinks, or whether he means well or maliciously. Therefore, under these unknown premises, how to really guess the other person's heart and what kind of language to attract him to have a high interest in our school or even really want to study in our school needs to be studied well. After this month, I am not very satisfied with the completion of 53 customer service work, mainly because of the following problems:

1, the number of consultations itself has decreased compared with last month.

The number of people who come to consult has decreased.

3. The consultant is not interested in learning, and I lack a full-fledged ability, so that he just wants to consult first, and then he is really attracted to our school.

In view of the above problems, I plan to make improvements in several aspects in my work next month:

1. It is also the most important to analyze the contents of customer service consultation last month, find out the problems in communication, change the way and tone of communication, try to guess the speaker's psychological activities and improve the consultation ability.

2. Strengthen the publicity of xx English on the website, and increase 53 customer service links on the page of the article as much as possible to improve the click rate.

3, improve their professional quality and ability, and sometimes occasionally because of the problems raised by consultants some disgust, thus changing their mentality, improve their professional ability, increase the amount of consultation in the future.

Summary of Telephone Customer Service Work 5 Under the correct guidance of the company leaders, the customer service center constantly improves the center management system and workflow, strengthens training, strengthens business level and work efficiency from practice, and strives to complete various tasks. The work in 20xx years is summarized as follows:

(1) The abstract is divided into two parts:

1, Complaints Department;

2. Regulatory authorities.

(2) Complaints Department

First, answer patiently, which is convenient for placing orders.

The complaint department answers customers' calls politely and patiently. We know that every phone call and consultation may lead to an order, so we cherish every customer, make every effort to promote an order, and carefully record the relevant information of the order and convey it to relevant departments.

Second, deal with orders in time.

The complaint department browses the order information on the 96860 service platform every day, together with the orders arrived by the hotline every day, and delivers these orders to the relevant distribution stations at the first time to ensure that the orders take effect in time.

Third, handle complaints in time.

The complaint department browses the complaint information on the 96860 service platform every day, and in addition, through the hotline and the complaints received by readers, it contacts and informs the person in charge of the relevant publishing station at the first time to ensure that the complaints are solved in time. For some complaining customers who request to unsubscribe from newspapers, we actively coordinate with the responsible persons of relevant publishing stations, urge the responsible persons of relevant publishing stations to solve problems for customers in a timely manner, and make every effort to persuade customers to continue subscribing, so as to prevent the loss of customers and safeguard their interests and corporate image.

Fourth, warmly receive the petitioners.

The Complaints Department warmly receives and listens to the customer's complaints, immediately contacts the person in charge of the relevant publishing station, and requires the person in charge of the relevant publishing station to personally go to the company to solve the problem for the customer when necessary until the customer leaves with satisfaction. In order to retain every customer, we warmly receive, patiently listen to customers' demands, actively cooperate with and urge relevant publishing stations to handle the problems reflected by customers, so as to maintain customers' confidence in the red newspaper box and avoid losing customers due to complaints.

Five, pay a return visit to customers, closed-loop management

The Complaints Department will follow up and pay a return visit to newspaper complaints, and when necessary, the inspectors will go to the next station to investigate and pay a return visit to the door to promote the closed-loop solution of complaints. The return visit process of the complaint department to the complaint includes:

1. Check with the person in charge of the relevant publishing station whether the complaint has been completely resolved.

2. Pay a return visit to customers' complaints and solve them thoroughly.

3. If the complaint is still unresolved after returning to the customer, continue to contact the person in charge of the relevant publishing station to urge the solution until the complaint is closed.

4. Unresolved complaints from repeated visits are upgraded to repeated complaints, and if the circumstances are serious, they are upgraded to malignant complaints.

We know that a return visit can make customers realize that the customer service department attaches importance to the questions raised by customers. Complaining is not terrible. Paying a return visit in time and being sincere not only reflects a good image of a company, but also is an important link to maintain old customers and avoid customer loss.

Filing and analysis of complaints about intransitive verbs

1. The Complaints Department establishes monthly complaints and return visits files, which are kept in a centralized way for the statistics and analysis of monthly complaints.

2. The Complaints Department makes statistics on complaints every month, and counts the proportion of complaints at each station according to the number of reports received by each station every month, and makes ranking, tabulation and analysis.

3. The Complaints Department makes statistics, tabulation and analysis on the types of complaints every month.

4. The Complaints Department makes statistics, tabulation and analysis on repeated complaints and malignant complaints every month.

Seven. Definition and punishment of complaints

1. After analyzing the monthly complaints, the Complaints Department defines them as general complaints, repeated complaints and malignant complaints.

2. The Complaint Department will punish the responsible person of the distribution station for repeated complaints and vicious complaints every month, and make a monthly punishment summary of the Complaint Department of the customer service center, which will be signed by the company leaders, and the relevant punishment information will be published online, and copied to the Finance Department to punish the responsible person (only tabulation is not punished during the special stable period).

3. The Complaints Department defines and punishes the complaints in detail based on the principles of justice, fairness and openness, so as to ensure that the punishment can produce corresponding effects.

Eight, to provide help for readers to consult other businesses.

The daily telephone consultation business of the Complaints Department is heavy, and customers' questions are varied. Our department patiently answers customers' questions and tries its best to explain them. When it comes to the problems of other departments, we will carefully record and convey them to relevant departments to ensure that the problems raised by customers are solved. For example:

1. The newspaper needs to be moved due to the change of customer address.

2. The customer's report box is damaged and needs to be replaced with a new one.

3. Customers who travel need to store newspapers regularly.

4. Business consultation.

Nine, actively cooperate with the company to complete the work.

With the continuous expansion of the company's business and the increasing types of business, we actively cooperate with the work of relevant departments, train and learn the relevant business notices conveyed by various departments of the company, and strive to answer customers' inquiries and facilitate the receipt of orders. Including:

1, related activities of business department.

2. Related activities of dairy project department.

3. Net Super Company related activities.

4. Relevant activities of the Vegetable Project Department.

;