Personal customer service work summary 5 articles

When we have no time to take care of time, time has already passed in a hurry. Looking back on our work during this period, we must have experienced a lot. It's time to sum up the gains and losses during this period and lay the foundation for the next stage of work. The following is my personal summary of customer service work, welcome to read!

Personal summary of customer service work 1

Since then, I have been working in the company with a serious attitude. I can devote myself to my work with a proactive attitude, regardless of personal gains and losses. I am familiar with my workflow and can be strict with myself with high standards. The nature of customer service determines that it requires high comprehensive quality of employees. We should not only know the layout of the store, but also be familiar with the products sold in the store in order to deal with customers' inquiries; You should not only have good language skills, but also know some work operations and solutions. I actively carry out my work around the following work contents of the customer service desk:

In-store shopping activities guidance and consultation, emergency affairs handling, return and exchange handling, gift delivery, package storage on behalf of customers, invoicing, customer complaint handling, member service, gift packaging, first-aid medicine box, mail receiving and dispatching, in-store broadcasting, DM distribution and delivery services. I take my daily work seriously. Respond to customers' inquiries politely and receive a large number of customers face to face every day (excluding telephone consultation). Treat customers' needs quickly, make customers feel valued, and truly "observe customers' needs carefully".

The workload of issuing invoices is very heavy. If it is a holiday, the daily invoices will reach _ books. You also need to explain to the customer that you can't open it at will with the content and date in the customer's mind. It is necessary to meet the billing requirements and satisfy customers.

Gift distribution is the cooperation between my customer service department and the planning department or shopping mall. Gifts should be brought in, brought out and distributed carefully. Check the gift list carefully every day to make sure there is nothing missing. Always remind customers who forget to receive gifts.

In addition, at work, I actively cooperate with my superiors and implement the resolutions of the department manager. At the same time, pay attention to unite colleagues and do dirty work ahead, such as carrying gifts, pushing shopping carts, delivering goods to customers and so on; Care for colleagues, learn from each other and make progress together.

At present, I am familiar with and can abide by the company's rules and regulations, and can independently undertake and complete the tasks assigned by my superiors. In my daily work, I can study hard everywhere and pay attention to collecting and mastering work-related knowledge and experience. It can reflect the company's style and culture in the work, which has played a certain role in promoting the cohesion and centripetal force of this department. In my future work, I will continue to work hard and contribute my strength to tomorrow.

Personal summary of customer service work II

Time flies, and I have been working in _ _ _ for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After a year's work and study, I am familiar with customer service.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year:

First, based on their own duties, love their jobs and dedication.

As a customer service staff, I always insist that it is not easy to do simple things well. Whenever I encounter trivial things, I always try my best to do them. When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.

Second, study hard and keep pace with the times theory is the forerunner of action.

As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

Thirdly, I realized the importance of details in my work and life.

Because the details are "small", people often feel cumbersome and have no time to take care of them. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm;

Fourth, communicate and learn more with leaders and colleagues.

Learn from each other's strengths, improve their abilities in all aspects, and keep up with the progress of the company. Fortunately, I can join the lovely and excellent team of _ _ _, and the cultural concept of _ _ _, and the working atmosphere of the customer service department has also unconsciously infected and improved me; Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Personal summary of customer service work 3

The first half of 20_ year is the beginning of the formal collection of property management fees and pool fees in various property communities. During this period, it experienced major events such as the China Lunar New Year and the change of company leadership. Customer service in the first half of 20 _ mainly includes the following points:

First, the arrangement of return visit information

After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.

Second, supervision and improvement.

Supervise customer service personnel to input and count various documents to improve work performance. Regarding the improvement of decoration technology, compared with the numerous decoration events in the first half of _ _ _, the decoration business in the first half of _ _ was less. After listening to the suggestions of some owners, we also provided better and more convenient services for the owners. We shortened the time for decoration approval from the original three days to the application for on-site approval in line with the decoration management regulations.

Third, the handling of complaints and return visits

From 20_ _ to 20_ _, the owner issued a total of 406 complaints, of which 37 1 has been handled and 35 are pending. In which _ _ _ complained in the first half of the year 147. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments to be responsible for following up whether the owners' complaints have been handled, avoiding repeated complaints from the owners and expanding the problems, which has played a certain role in improving the satisfaction of the owners. Of the 254 rectification orders, 248 have been processed, including 50 rectification orders in the first half of last year, with a return visit rate of 98%.

Fourth, the late sporadic delivery, decoration work in an orderly way.

By the end of _ _ _ _, 444 units had been signed up by various communities, of which 36 units were signed up in the first half of _ _ _, and 159 households were renovated, with 943 pairs of passes, of which 39 households were renovated in the first half of _ _ _ _ _, with 249 pairs of passes.

Five, the property fee work gradually on the right track, the cost indicators completed on schedule.

There are 442 households with accumulated charges, and 2 households without charges are 8-20 1 and 12- 1702 respectively. 8-20 1 is the owner who didn't take over the building. 12-2702 can't deduct money because the provided bank card is expired. The charging rate reached 99. 55%。 All pool fees were also collected as scheduled, and 73 households were owners who did not pay public utilities in advance. Except for local owners, the pool utilities are basically recovered. More than 50 households have gone through the bank collection procedures, and the finance department must go to the bank to handle the relevant deduction procedures. Collection rate of decoration garbage clearance fee 100%.

Sixth, customer satisfaction.

In order to improve the overall satisfaction of the owners and create a good community atmosphere, we arranged the lobby of each building in the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In March, we organized Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In April, we made a survey on the satisfaction of the owners in the community, and sorted out the opinions and suggestions of the small owners. And answer them one by one. We are deeply grateful for the favorable comments given by the owners. We will continue to work hard in this regard; We are also deeply grateful to the owners for their criticism, because with their opinions and suggestions, we can better improve and improve. In April, we also launched the Customer Care Month to provide voluntary services for small electrical appliances maintenance, cleaning or moving furniture in the owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. In June, Father's Day, in order to let our owners have more understanding and communication, we organized Father's Day community owners to climb the Phoenix Mountain. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.

Seven, there are shortcomings

1, some employees lack professional knowledge and skills;

2. Some processes are too repetitive and complicated;

3. The responsibilities of various departments are chaotic;

Work direction in the second half of the year.

1. Develop and strengthen various community cultural activities;

2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical "wind vane" guiding significance to future service work.

3. Strengthen the internal and external training of employees and improve the overall service level.

4. Strive to complete the collection of property fees in the second half of the year, reaching more than 80%.

Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. However, some things can't be solved by our property customer service.

Personal summary of customer service work 4

I have been working as a customer service consultant for more than four months. During this period, I witnessed and participated in the development of the company and the improvement of the system. As a _ _ _ person, I am sincerely proud. After four months of 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 came to the company in July, I learned about the training for about a week. The training materials include basic knowledge of drugs, basic knowledge of traditional Chinese medicine, basic knowledge of compound Chaihu Anshen granules, common customer questions and answers, sales skills and so on. After training, I not only have a deep understanding of the company's products, but also greatly improve my personal skills. At the same time, I fully understand the company's perfect training system and the company's 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 and the satisfaction and loyalty of customers to the company's products, which 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, so as to satisfy customers and insist on customers' satisfaction with the company's products. Customer service is the work of directly dealing with 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, I summarized the relevant knowledge of 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 often has poor quality as reflected by customers, especially traditional 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. At this time, customer service mainly focuses on communication with customers, which can better understand customers' 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.

Four. Abide by the company system and 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 regularly visit other existing customers' information, track their insomnia scenes, and convey Guilongtang's unique concept of treating insomnia to them at any time. Secondly, according to the company's promotion scene, improve communication skills and professional level at any time to help improve the company's promotion work. Thirdly, improve self's professional level, summarize different insomnia scenes of customers, and improve self's knowledge of insomnia and depression, communication skills and psychological counseling at any time. In the new year, I will coordinate and communicate with my leaders and cooperate with my colleagues in a friendly way, so as to improve my knowledge and work level. 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 an enterprise be in an invincible position in the competition. In the new year, I hope that under the leadership of the leaders and with the help of my colleagues, I can go up a storey still higher, make my own achievements and contribute to the development of the company.

Personal summary of customer service work 5

Through this year's study and daily work accumulation, I have a deeper and further understanding of customer service. I am especially grateful to my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, I have made some progress in all aspects through unremitting efforts. Now I will summarize my work as follows:

As a customer service specialist, I have been exploring customer service for many years, trying to find another communication method that can resolve and melt this contradictory atmosphere caused by users. This is the customer service specialist.

All the work of customer service is after-sales service of company products. The houses sold by our company include rough houses and a small number of hardcover houses. The more products there are, the more customers there are, and the customers have different requirements and understandings of products. For me, everything is new and there are challenges everywhere. The change of leaders, the joining of new colleagues and the coordination of various departments are the keys to complete this work.

During this year, I carefully studied all the information related to my work, and with the constant observation and accumulated experience in my daily work practice, I further improved my understanding of the customer service system workflow. Through my study and the example of my leading colleagues, my work can be carried out smoothly.

In the future work, I will strive to improve my own quality, overcome my own shortcomings, and work in the following directions:

1, learning is endless, the times are developing with each passing day, and all kinds of knowledge are changing with each passing day. I will persistently learn all kinds of knowledge and use it to guide my work practice;

2. Keep learning business knowledge in the future work, and constantly improve your business skills by watching more, learning more and practicing more;

3. Constantly exercise your courage and perseverance, improve your ability to solve practical problems, slowly overcome impatience in your work, and treat every job positively, enthusiastically and meticulously.

No matter how many difficulties and obstacles lie ahead, as long as I don't relax my love for my work and pursue my goals for a moment, I dare to face the challenge, and I am determined to work hard at my post and finish my work dutifully.