The latest customer service experience in 2023

On weekdays, it is inevitable that there will be some new ideas in my heart. Write a good experience, let us enrich our thoughts through continuous summary. So how to make the customer service experience more infectious? The following small series has compiled some latest experiences of 2023 customer service for everyone, hoping to help everyone!

static/uploads/YC/xinde/img 0 13 . jpg " width = " 484 " height = " 300 "/& gt；

#2023 Latest Selected Articles on Customer Service Experience 1#

Today, I participated in the training of the customer service center and realized that communication is a very important ability after work. Today's teacher is from Taiwan Province Province, not bad. After listening to her class, I still feel like watching a small S program. Hehe, people in Taiwan Province Province are very humorous. In the course, I talked about the skills of talking on the phone. I found that I accidentally used a lot of words suggested by my teacher today when I usually communicated with the agency by telephone, which is a little affirmation to myself. Some words mentioned by the teacher in the course reminded me of some recent things, and I can finally tidy up this weekend night.

The first thing that comes to mind is the support of the regional manager. Self-reflection is not as patient as before. Has the tedious work changed my patience? 32 regional managers asked me everything, from how to fill out invoices, which invoices can be used in the mailbox, how to get no mail, from the phone number of the company that booked the air ticket to when to become a full-time employee, from my quarterly allowance to loans ... It seems that I can do everything, not to mention that I try many things through email, text messages and meetings, and I will still say hello to the same question several times. What's more, the guide is detailed enough. I don't read or write. I just put it there like an uncle, thinking that you should fill it out for him. I really can't stand such people. How can I overcome this aversion? The teacher said that when you meet such people, you should smile as a customer service staff. I think it applies to everyone. I will try to control myself in the future, but it is acceptable to be impatient with these people occasionally, hehe.

In addition, I recently read "Accidental Happiness", written by a psychology professor at Harvard University. What impressed me the most was that he said that the human brain is not a reflection of the immediate things, but a new reflection composed of relevant information extracted from the previous memento mori. If your brain is full of happy and beautiful fragments, then your reaction to things will be beautiful. A reporter also said that in turbulent times, he wanted to see a lot of beautiful and tragic things, and he tried his best to leave the beautiful things in his own lens, otherwise he could not bear the misery of reality and might not even live. Sister Li and Sister Wei said that every time they saw me, they seemed very happy. Every time they see me, they are laughing. I really didn't realize this. I think, as said in "Bumping into Happiness", I also subconsciously chose beautiful things, remembered the goodness of people around me, remembered every trip, and remembered my contented life. Of course, there are unpleasant times in my life. It is estimated that I have been subconsciously using the happy way I choose to forget these unpleasant things.

I also mentioned sincere feelings about "checking posts" in today's class, which reminds me of my sister-in-law LP.

A few days ago, Mrs. LP sent a text message asking me about LP's recent situation, and then said that she had handed in her resignation report. Although I have heard about it for a long time, I was a little surprised to learn the news from her mouth. Leaving always causes some sadness. The way I met her was a little special. She couldn't help calling me in the middle of the night because she saw a lot of incoming calls on lp's mobile phone 1 1. First she asked me if I was there, and then she asked me if I knew LP. . . . . I felt very secretive at the time. How does this man know so much about me? Then I introduced myself as LP's wife, because I saw many records of talking with me on LP's phone ... My first reaction at that time was that she thought I was a third party, hehe, this idea was so funny. You know, I hate the third party in other people's marriage, so I immediately began to explain, telling her my specific work and why he contacted me so much. After I kept talking, Mrs. LP was busy explaining that she didn't mean it. She believes that her husband won't do that. Finally relieved, it turned out that she just wanted to know about LP's work from the side, fearing that the company would always let him go back to Shenzhen, so she didn't care about her home. I introduced our company and a group of lovely colleagues to her in detail, and suggested that she could know how kind we are by looking at our group photo. It is estimated that my answers have relieved her a lot, but these answers are from the heart, and the other party will definitely feel what is from the heart. What moved me this time was that she said in the short message: "He is an excellent man and she loves him very much. I am afraid that he is uncomfortable because of this matter, and she feels sorry for him. " Only when I saw this short message did I understand what true love is. I want to tell my sister-in-law, I should tell this sentence to LP. I think LP wants his wife's affirmation most, and the person he cares about most is the one he loves most. Later, only a pale word "moved" was sent. At this time, I only hate the lack of words. I am not qualified to tell her what to do, but I am really moved by this, by her silent love, and by their mutual concern and recognition.

The teacher said you should know how to vent, or people will get sick easily. I agree. Whether I am happy or unhappy, my nest has become a place for me to vent. I also keep a diary to record my youth, and then read the once naive words after many years. Speaking of venting, I also want to thank my friends for listening and encouraging me. Thank you for inviting me.

#2023 Customer Service Experience Latest Selected Articles 2#

In the past year, personal investigation on customer satisfaction found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

Customer satisfaction survey is mainly conducted in customer return visits. In a year's time, through the return visit to some customers, collect customers' opinions, and sort out and summarize these opinions and reflect them to the company. This can further improve customer satisfaction, and the ultimate goal is to prepare for further sales. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again. Therefore, every time I pay a return visit, I will protect the privacy of my customers and try to say what they like, so that I can collect more opinions and be valuable to our company.

Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so in the new year, I think I can increase customer satisfaction through my good service and well-planned customer return visits. And the company is also developing towards the goal of "zero complaints and no complaints" with high-quality products and services.

Customer satisfaction is the most important criterion to measure a company's service quality. Through personal investigation of customer satisfaction, it is found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

Customer return visit is also mainly a survey of customer satisfaction. At that time, in the process of trading, he could give feedback to the company about all kinds of situations that the customer might not have thought of, and what he encountered in the process of using or directly receiving the company's services. We would also study and save the customer's feedback, so as to improve customer satisfaction, and the ultimate goal was to prepare for further sales and plan carefully. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.

Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so we can increase customer satisfaction through good service, high-quality products and planned customer return visits. The goal of an enterprise can be "zero complaints, no complaints".

#2023 Customer Service Experience Latest Selected Articles 3#

Looking back on the work of the customer service department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since our department put forward the working policy of "first inquiry responsibility system" in 20__, 20__ has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to records and statistics, since the beginning of this year, the front desk has received more than 26,000 calls and received more than 0/0300 maintenance, including more than 7,000 daily maintenance by the owner and more than 3,300 maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, we began to reform, abolish building managers, set up full-time toll collectors, and learn to establish an incentive mechanism to dismiss building managers who are not suitable for reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well. Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly training our employees to improve our overall service level. The main contents of our training are:

(1) Do a good job in etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service at any time. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's repair application and resume. We should be able to distinguish the location of the repair application, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

Fifth, organize activities to enrich community culture.

The most important thing of property management is to embody humanized management and carry out various rich and interesting community cultural activities, which is a bridge between property companies and owners. A few years ago, the property management company also organized a large number of community cultural activities, such as some parties, garden activities, short trips and various chess competitions. It has been recognized by all the owners, but combined with the actual operation of the property, the standard property fee of 0.3 yuan/m2 can't even guarantee the daily management expenses, not to mention that it needs a considerable amount of money to organize these activities. In this case, we should overcome difficulties, broaden our thinking, think of ways to make rational use of park resources and carry out paid activities.

According to the actual situation, we contacted some electrical appliances city, fitness equipment center, Yinglilai cake shop, preschool education center and other units to engage in activities in the park. These companies offer a complete plan, and park owners are also involved. Dealers not only distribute gifts, property companies also charge a certain fee to make up for the lack of property fees.

Through activities again and again, it embodies the humanized property management of the _ _ community, and at the same time enhances the communication between the property management company and the owners, which increases the company's income. According to statistics, since March, 20__, there have been about 65,438+03 donations in the park by 850 yuan.

Six, check the installation of the second phase of the water meter, to recover economic losses.

This year, the customer service department has been cooperating with the engineering department to investigate the households who have not installed water meters in the second phase. According to statistics, about 50 households have not installed water meters or paid water bills since they moved in. We must hurry to install watches and try our best to recover the cost. Moreover, in the process of installation, we found new problems. Many cassette water meters need to be replaced with new batteries. Faced with this situation, our department sent special personnel to be responsible for the screening of these 9 buildings and the collection of water charges. With the cooperation of the engineering department, we have installed 36 water meters and recovered the cost.

Seven, the implementation of new tap water charges, timely adjustment of water prices.

In July this year, the city's tap water was uniformly adjusted. There are more than 20 households in the park. Before the end of June, it is necessary to settle water charges door to door, so as to facilitate the smooth increase of water charges in July. In view of this situation. Time is tight and the task is heavy. We adjust the shifts in time, divide the employees into different areas, and all the employees in the customer service department stop working overtime to collect water charges. Through our joint efforts, we did our best to finish this task in less than one month. In July, the water price increased steadily from 2.0 yuan/ton to 2.8 yuan/ton. At the same time, we have basically passed the households who have never collected water charges. * * * About 50 households were found missing, and the recovery cost was about 2454.7 yuan. On this issue, our department has requested that water charges be charged on a monthly basis, instead of quarterly, so as to reduce work mistakes and find out the situation of each household in detail.

#2023 Customer Service Experience Latest Selected Articles 4#

I attended the _ e-commerce training class a few days ago. Today, I want to share my learning experience with you. I hope you can have a deeper understanding of e-commerce training, and I hope you can use the knowledge of e-commerce training to change the current situation of low profits of enterprises. Before it's too late, let's take a look.

I participated in the _ e-commerce network marketing training practice class. The first day was taught by Mr. Zhou Dizheng, a senior lecturer of _ E-commerce. Teacher Zhou is the person in charge of website construction, so she has her own unique views on the construction of marketing websites. Then in the practice class, Mr. Zhou started the whole course from a case, starting with the products around us, and asked students to analyze the products themselves first, that is, to think about what products consumers want most from the perspective of consumers.

Through teacher Zhou's explanation, it also taught us to think about how to do enterprise e-commerce marketing systematically and how to analyze the advantages and marketing model of our products.

In e-commerce training, you can also learn the key points of marketing website construction in detail, such as how to set up the navigation of the website, how to highlight the advantages of your own company in the title of the website, and how to make the advertising columns and pages of the website popular with consumers. According to the e-commerce course, you will know how to build such a website or platform, and you can also avoid being cheated in website construction. After learning this, you will know how to see if the website is qualified in the future.

#2023 Customer Service Experience Latest Selected Articles 5#

Customer service representatives working at the front desk often meet some difficult customers in their work, and they can't adjust their working mood correctly, which leads to customer dissatisfaction and even affects service quality. In order to solve this problem, the company specially invited Mr. Chu Hong, who has been engaged in psychological counseling for many years, to analyze and guide the psychological problems encountered by customer service representatives in their continued work and learn to solve problems in a positive way.

Before the course begins, the teacher first mobilizes the learning atmosphere through two small games, so that everyone can learn how to tolerate, accept, unite and cooperate through games. During the break, the teacher asked everyone to choose their favorite and disliked objects (including all kinds of people and animals) from the items on the table as their disliked customers and favorite people respectively, and listed ten reasons for hating and liking respectively. Everyone seems to have found an outlet to vent, labeling annoying animals and characters as harassing customers, making trouble without reason, being self-righteous, and looking more professional ... Similar grievances have come and gone, and everyone is complaining about their dissatisfaction with these customers. For the person you like, although we have listed ten reasons for liking, the teacher needs everyone to find three different reasons on the basis of these reasons, and everyone should speak actively. At first, I wondered why the person I like had so many reasons, but after the teacher explained, I was really overjoyed. The person you like represents your evaluation of yourself, and there are many good aspects that we can't perceive ourselves; On the other hand, it also reveals a social phenomenon that there are many good things. As long as you are good at discovering, there are always more methods than problems, and there is no need to always influence yourself with negative emotions.

If every phone call is answered, we think this customer may be very difficult, so when we deal with the problem, we will unconsciously bring emotions and lead to the escalation of the problem; On the other hand, if we think this phone call is easy to handle or we think it is a pleasure to solve the problem for our customers, the effect may be completely different. This is the so-called mentality that determines the behavior of things.

Through this kind of course guidance, we know how to face and solve problems and learn to adjust our mentality. Everyone has his bright spot in everything. As long as we have a pair of eyes to discover, spread positive energy and expand the advantages of others, we will find that there is nothing difficult in the world, mainly depending on what kind of mentality you face. A good attitude is not only helpful to work, but also helpful and enlightening to life, study and dealing with people. I remember a saying: "Positive people shine like the sun"! I believe that a positive attitude can always illuminate everyone's dark side and work happily.

##