After-sales personal work summary

After-sales personal work summary 7 articles

After sales, it is necessary to sort out and analyze the data and information fed back in the after-sales service process, and summarize the repair rate data of products from time to time to provide reference for the company to improve product quality. Below I bring you a personal work summary after sale, I hope you will like it.

Selected articles on after-sales personal work summary 1 In the recent 1 year, from the opening of our _ _ flagship store to the present, we have drawn the following personal summary from the aspects of retail, after-sales and the return rate of old customers:

1. From the retail point of view: when there are activities, there are more machines to sell, and when there are no activities, it is quiet. During the peak season, internal installers work overtime every day, and many projects have to be done and sent abroad. It is suspected that the installation fee we gave is too low for the supplier to deliver the goods, and we have no manpower to pull the goods; This led to the embarrassing scene of no machine and no one, and we lost many customers. Be sure to be prepared in the future!

2. As can be seen from the maintenance rate of the installed machines, there is no problem with the installers in the company, but more than 40% of the installed machines sent abroad have to be reworked, resulting in the customer return rate and the company's economic losses; How to strengthen the training of new installers, further reduce the maintenance rate, and then consolidate the confidence of old customers in the company!

3. Judging from the repeat rate of old customers, the most important thing in the air-conditioning industry is "three-point equipment, seven-point installation". After half a year, I really realized that a good air conditioner is not installed, just like a BMW that can't be opened. According to statistics, we sell so many air conditioners, and the business brought by our old customers accounts for less than 10%.

The following are some after-sales work contents since I took over as after-sales manager:

First, after-sales work responsibilities

1, network construction:

1. Docking information with regional after-sales service outlets to realize fast and effective scheduling;

2. Provide personnel training and technical support for all after-sales service outlets;

3. Supervise the township after-sales service outlets to strengthen team building, improve after-sales service ability, and make the township after-sales service outlets have the ability to support after-sales service in peak season;

2. After-sales service:

4. Receive and record the repair information of all localities in time, and dispatch workers to all outlets in time according to the principle of proximity;

5. Orderly application of parts, return of core parts and audit and settlement of parts expenses;

6. Guide and supervise all after-sales outlets to fill in installation cards and maintenance cards correctly and settle expenses on time;

7. Pay a timely return visit to the completion of scheduling information, timely evaluate the timeliness and effectiveness of township scheduling, and reward and punish according to the actual situation;

Second, the after-sales situation in Li Hang

1. Li Hang's after-sales service is a very weak link. On the one hand, our after-sales network is not perfect, on the other hand, the application for parts and expenses is slow. Up to now, Li Hang has signed 4 1 township outlets, most of which have no professional after-sales service outlets. It is still a relatively primitive way of "whoever sells sells", but each township has two or three dealers, which will lead to buck passing and reduce the quality of after-sales service. In addition, the inventory of spare parts in various outlets is insufficient, and the spare parts application process is relatively slow, which also affects the timeliness of after-sales service and leads to frequent complaints.

2. Then the expense settlement. We don't have enough training on the expense settlement process and operation standard of each township outlet, which gives outlets an impression of slow expense settlement, and then produces negative emotions.

3. The settlement standard of maintenance cost is low, and maintenance can't make money. In addition, the newly-built county town in Nanchang has a vast territory, and it is common to need maintenance in different places. The long-distance fee is too low, and the customs declaration fee cannot be put in place in time, which leads to passive speed reduction and affects the quality of after-sales service.

It is difficult to develop new sales channels. There are few after-sales outlets in Xinjian County. The only advantage is that the sales volume of _ _ is relatively large, and outlets can get more installation shares. However, the establishment of secondary outlets is rejected by many township dealers. In their view, secondary outlets are ready to be fined if they can't make money.

5. The towns and villages taken over by Li Hang are also scattered. In most cases, after-sales demand appears at a certain point, and it may take dozens of kilometers to get there. You may not know what is broken. If you need to change the parts, you have to go back and forth several times. In this case, the cost of outlets and personnel is relatively high, and the company cost involved in remote fees is also relatively high. Therefore, the solution can only be to open more after-sales outlets and try to achieve full coverage of the region.

6. Deal with _ _ and _ _ after-sales scheduling, and assist township dealers to solve after-sales problems. At present, Li Hang's after-sales department receives and processes about 10 every day, most of which are after-sales problems that township dealers need to solve, and the dispatching information in _ _ and _ _ accounts for about 20%.

Personal after-sales work summary selection II. Maintenance of customer relationship

1. Identify the target customers and seize the key groups.

Successful car marketers will remember users' birthdays, the birthdays of users' family members, and their addresses and telephone numbers. We should make statistics and research on key personnel in key units in all aspects and analyze their preferences, just like establishing key customer data.

Step 2 be sincere with others

Sincerity can maintain long-term business relations. When dealing with customers, we must establish a good image and "treat others with sincerity", which is an ancient motto of the Chinese nation for thousands of years. Business negotiation, production, after-sales service, etc. We should also start from the interests of customers, adjust our work with customer satisfaction as the goal, solicit customers' opinions extensively, consider their economic interests, deal with difficult problems in customer management, gain customers' trust, and thus produce deeper cooperation.

3. Business wins by quality.

Business without quality cannot last long. Excellent quality is the premise of every job. This requires fully understanding customer needs, satisfying customers with good service quality and business level, and realizing the unity of quality and enterprise profit.

4. Study the development trend of customer business.

Only by diligently studying the customer business can we find a new way, find the meeting point between customer development and postal business, and create business. 1) Study the annual plan of important customers and beneficial businesses. 2) Study the projects of potential customers and seek cooperation contents.

5. Strengthen communication outside the business and establish friends.

Only by establishing good interpersonal relationships with customers can we win trust and lay a solid foundation for the sound development of our business.

Second, provide satisfactory after-sales service.

1. It's time to send the first thank-you note.

The first thank-you letter should be sent within 24 hours after the car is delivered to the customer. The advantage of this is that it is possible that the family members (company colleagues) will already know through this beautiful thank-you letter before the customer and the new car arrive home (company). Because of the role of this thank-you letter, we not only know the news of the customer's car purchase, but also congratulate him. More importantly, we passed on the good information that the automobile sales company or franchise store is standardized, satisfactory and trustworthy. This is very important.

Information may affect one of them to become your potential car buyer and instantly expand the visibility of the company. This is called icing on the cake.

2. The time of the first call

The sales manager of the automobile sales company or franchise store is responsible for making the first call within 24 hours after delivery. Telephone content: 1. Thank customers for choosing our franchise store and buying a car; The second is to ask customers how they feel about the new car, what they know and what they can't use; The third is to ask customers how they feel about the service of franchisees and salespeople; The fourth is to understand the employees' and customers' views and good suggestions on the work of franchise stores, so as to find problems and improve them in time; Fifth, deal with customers' dissatisfaction and complaints in time; The sixth is to ask about the licensing situation of the new car and whether you need assistance. Finally, record the results in the "questionnaire" for tracking.

3. Time to make the second call

Within 7 days after the delivery of the car, the salesperson who sells the car is responsible for the second telephone contact. The contents include: ① asking customers how they feel about the new car; ② First maintenance reminder of new car; (3) Do you need help getting a new car licensed? (4) Record customer complaints truthfully and solve them in time. If it can't be solved, report it in time and feedback it to the customer. Finally, the results will be recorded in the "questionnaire". Don't forget to arrange a face-to-face visit to customers.

You can find a suitable time, such as customers' birthdays, car purchase anniversaries, dropping in at work, learning about the use of vehicles, introducing the latest activities of the company and other related information. Finally, record the interview results in the "questionnaire".

5. Arrange to contact customers every two months.

Its main contents include: maintaining reminders, understanding customers' usage, listening to customers' interests, and choosing appropriate opportunities to interact with customers, such as playing ball games together and fishing. Through these activities. Enhance friendship, turn business customers into sincere friends and help solve customers' difficult problems. Finally, record the contact results in the "questionnaire" for tracking.

6, don't ignore the usual concern.

Franchise stores often hold free maintenance activities, automobile culture lectures and related activities, timely notification of new cars and products, short message care for emergencies such as hot and cold weather; Send congratulations on the birthday of customers or their families in time, and don't forget to give creative congratulations on the anniversary of customers' car purchase; When encountering interesting "short sentences" and "jokes", send them to customers by email or SMS; Don't forget to invite customers to the year-end customer association, and so on.

Third, let the retained customers introduce you to new customers.

1, the key to getting customer recommendation is your word of mouth.

If you want to be introduced, you should make others think that you deserve to be introduced. In this way, it is necessary to develop a good relationship with customers. But you can't say that if you make a deal with a customer, you will have the next chance. On the contrary, you should tap the potential value of customers, so that you can sell successfully again and again in their lifetime, and you can also get the opportunity to be introduced as an influential person in the central government.

2. There are good ways to get customer recommendations.

Remember, every contact with customers is to promote their business. It is extremely important to be able to control customers' thoughts and let them recommend you to others. Although it only took a little time, it was a good investment.

After-sales personal work summary selected article 3 ushered in new development under the correct leadership of company leaders and the struggle of colleagues. Work with a serious, responsible and positive heart around the requirements and goals put forward by the company. Below, please allow me to summarize from the following aspects.

Summary of 20__ years' work

20__ years, working in the after-sales service center, responsible for the maintenance of the group computer network and the intelligent system of the community.

1. At work, I complete the service project with the consideration of customers and the convenient service concept.

2, in the daily computer network maintenance, strive to achieve as soon as possible, to complete better requirements. During the one-year maintenance, more than 50 major maintenance projects were handled. Usually communicate with customers and discuss the technology of computer network application. In maintenance, learn and improve step by step, and use simple, easy-to-use and practical methods and software tools to deal with problems. In several large-scale virus software diffusion last year, we fully restored our customers' attitude as soon as possible, reduced the damage and loss, and resumed our working condition.

3. In May, the group company carried out the overall transformation of the office environment, and together with colleagues, assisted the real estate, completed the network wiring transformation within the specified time, and restored the network automation office environment. Here, I was taught and dispelled by leaders and predecessors.

4. According to the requirements of the leaders, we worked with colleagues to overcome the difficulties of short installation and acceptance time, different computer performance and inconsistent customer time, and completed the installation of major software within the specified time, except for broken computers or individual ones.

5. In the aspect of community intelligence, deal with the daily maintenance of building intercom system and monitoring system. The maintenance of residential areas in the city mainly revolves around the century garden, lake and water. Under the leadership of the predecessors, master the skills of not talking to each other, not unlocking, not closing the door, installing lines, finding lines and handling monitoring systems.

existing problems

1. The handling level of after-sales service is not deep. Stay in the completion of specific after-sales maintenance projects, failing to handle the procedural, comprehensive, standardized and institutionalized after-sales service; The level and quality of after-sales service need to be improved.

2, the analysis of specific maintenance projects, the grasp of customer relationship, and the lack of optimization.

3. In June, the group company lacked network wiring engineering technology.

4, the level of technical knowledge and practical proficiency, as well as insufficient efforts.

work experience

In daily work, mentality is very important, especially after-sales service. Positive thinking and peaceful mentality can promote the progress of work and promote the smooth progress of work.

Without a deep theoretical foundation, we can't look higher and farther, and we can't get into work on the next level.

In the work, we should have good methods and skills; Vertical and horizontal demand analysis, comprehensive judgment, so that the usual work is smoother.

After-sales personal work summary selected articles 4 20 _ _, the New Year bell is about to ring. Looking back on the journey we have traveled in the past 20 years, we are happy, hard, gratified and glorious ... Under the correct leadership of General Manager Zhang, the whole project department has been United and fulfilled its duties, successfully completing the work tasks throughout the year. This paper summarizes the work of 20__ years, and summarizes the work of 20 _ _ years through the following aspects.

I. Review of the main work contents and achievements of the after-sales service department this year.

1. 1, our department took over the maintenance work of Binzhi Shuxiang Jiayuan Phase I project from the engineering department, and solved the problem of applying for repair by the property management company in the later period. The above maintenance work has been completed, and a small amount cannot be maintained due to weather.

1.2. Maintenance and compensation of color difference between Binzhi floor tile and wall tile. The first phase of Shuxiang Jiayuan, including paperback and hardcover decoration.

1.3. Maintenance work such as leakage of doors and windows, replacement of hardware, replacement of glass, gluing, etc. of Binzhou Shuxiang Jiayuan 1#-4# building.

1.4. Compensation for indoor damage caused by water leakage in the bathroom kitchen of Shuxiang Jiayuan, Binzhi.

1.5. Fine decoration and maintenance compensation for Binzhi and Shuxiang Jiayuan.

1.6. Waterproof maintenance of roof and basement of Binzhou Shuxiang Jiayuan garage.

1.7, urging Binzhi Shuxiang Jiayuan to hand over the house for maintenance.

2. 1 binzhi. The color difference of floor tiles and wall tiles in Shuxiang Jiayuan has been repaired and compensated.

2.2 Repairs such as leakage of doors and windows, replacement of hardware, replacement of glass, and gluing of Binzhou Shuxiang Jiayuan 1#-4# building were completed.

2.3 Water leakage and compensation for kitchen and bathroom in Binzhi 1#-4# building. Shuxiang Jiayuan was completed and approved by the owner.

2.4 Maintenance and compensation of Binzhi. The refined decoration of Shuxiang Jiayuan was partially completed and approved by the owner.

2.5 guests arrive. The maintenance of roof waterproofing and basement waterproofing of Shuxiang Jiayuan garage ended, and the ideal waterproofing effect was achieved.

II. Review of the main work contents and achievements of the Cost Department this year.

1. 1 accurately calculated the budget, appropriation and material consumption of the Binhai training building project, which provided favorable data guarantee for the construction of the training building.

1.2 audited the settlement of the main construction project of Binzhi Shuxiang Jiayuan and the subcontract project of 1 10, which provided a powerful data guarantee for the company's appropriation and cost control.

1.3 accurately calculated the accounting arrangement of after-sales maintenance of Binzhi Shuxiang Home, and provided accurate data basis for after-sales service department.

Three. Shortcomings in this year's work

In the past 20 years, although we have done a lot of basic work and achieved phased results, there are still some shortcomings in our work. For example, in dealing with owners, we should also improve our ability to deal with emergencies and handle things flexibly; We should improve the service etiquette and serve the owners warmly and thoughtfully; We should master more knowledge of laws and regulations and apply them flexibly in our work practice.

In a word, on the basis of 20__ years' work, we are full of confidence and hope for 20__ years. In the new year, we firmly believe that as long as we work hard, work hard, actively explore and be brave in making progress, we will be able to complete all the work indicators issued by the company with "maximum efforts".

Time flies, I have been in the company for more than a year. As a newcomer, everything here is new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.

As an after-sales customer service staff, I gradually feel that customer service work is to constantly accept various challenges in the ordinary and constantly look for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best to make boring and monotonous work colorful and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.

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

1, as a customer service staff, I always think that "it is not easy to do simple things well"

Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.

At work, everyone should strictly follow the working concept of "customer first, service first".

Give detailed answers to customers' inquiries; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.

Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

Selected after-sales personal work summary Chapter 6 1. Looking back on the road of growth, it is difficult to give up the past work team.

Looking back on fdk's work in Shenzhen for 20 years, I am excited and excited. At the same time, the opportunities and challenges of big cities have given me a lot of consideration and thinking about my future life. At this moment, it is even harder to give up. Faced with the choice of going or staying, I have considered it for a long time. You can continue your previous work in fdk, be a senior technician, have a comfortable and leisure office, and receive good training from world-class big companies. Leaving the company, a new working environment, many things are unknown. At that time, I thought of the story in "Who Moved My Cheese". Only by daring to try to change and break through, life will be more exciting. Therefore, I chose to experience and study in a new working environment.

Second, integrate into the new environment and reposition the work role.

I went back to work in Xiangfan from Shenzhen and worked in the after-sales service department of Dali Group, but the objects and methods of work were really different. It was really uncomfortable at first, but with the help and guidance of leaders and the care and care of colleagues, this uncomfortable psychology soon disappeared. However, compared with the rapid psychological adaptation, the adaptation of working methods is relatively slow. Like the previous work, many things are fixed and relaxed, and the working procedures and methods are relatively simple. However, the practical problems to be dealt with now are often not only difficult, but also difficult to communicate with other companies or Party A, and customer dissatisfaction has also brought some adverse effects to the smooth progress of the work. It is necessary to fully consider and record whether the process and method are properly considered, and improve the ability to deal with problems through the accumulation of time and field experience. We should also fully and effectively communicate with customers on site problems to prevent unpleasant things from happening, so that on-site problems can be dealt with in time and customer relations can be maintained.

My new job and role have given me many challenges, and at the same time, every special service case has given me the opportunity to learn and improve myself.

Three, continuous progress, update, do a good job.

After each on-site treatment, I have developed the good habit of recording the debugging process of roads and sites and the handling process of their problems every time, which has greatly improved my level. Technology itself is a long process of accumulation, and at the same time, we must constantly learn advanced new technologies to arm our minds. Because of the nature of work, it will become a considerable wealth to develop good personal work record habits over time. Through nearly a year's work and accumulation, the company's related products can now be handled independently, and many of them are cultivated by the company, so that they can be independent as soon as possible and produce economic benefits.

Four. Concluding remarks

Looking back on this year's work, although I have achieved a lot, I still feel that I have many shortcomings:

1, just to meet the completion of their own tasks, work development is not bold enough.

2. The professional quality is not improved fast enough, and the new business knowledge is not learned enough and thorough enough;

There is still a gap between my work and other colleagues, and my sense of innovation is not strong.

After-sales personal work summary selection Chapter 7 In 20 _ _, the company established the after-sales service department, which greatly improved the company's after-sales service and greatly improved customer satisfaction. These achievements, first of all, thank the company leaders for their correct leadership and help; Secondly, I want to thank my colleagues for their strong support. Finally, I would like to thank all the staff of Qixin in the after-sales service department for their unremitting efforts. As the person in charge of the after-sales service department, I summarize the work of the after-sales service department as follows:

First, strive to do all the work well.

As the after-sales service department, I am mainly responsible for the after-sales maintenance of the company's equipment, the installation and debugging training of the equipment, and the pre-sales demonstration of the equipment. After-sales service department, carefully solve each customer's maintenance application, carefully install and debug each equipment, carefully explain the operation method of the equipment to each customer, carefully answer the problems encountered by each customer, and carefully demonstrate every function of the equipment to customers; Every employee in the after-sales service department cooperates with Qixin Qi Xin to provide good customer service and continuously improve customers' satisfaction and loyalty to the company.

Second, learn while doing, learn while doing, and constantly improve your working ability.

The after-sales service department includes several employees, such as _ _, _ _, _ _, etc. Each employee carries forward the spirit of not being afraid of hardships and being diligent in learning; Strive to do your responsible work well, do a good job in middle school and study at the same time, and constantly improve your working ability and efficiency. _ _ is mainly responsible for _ _' s after-sales service, which makes _ _' s after-sales work orderly and greatly improves customer satisfaction; At the same time, after-sales, equipment installation and debugging, and equipment demonstrations in other places have also been done with due diligence; _ _ Mainly responsible for after-sales work in Jiangsu and other places. As a new employee who has not been employed for a long time, he has grown rapidly in 20__ years, quietly arranged every job, constantly summed up his study in his post and improved his ability to solve problems; _ _ _ as a _ _ resident recruited by the company, I have been trained in the company for a week, and I have strong acceptance. I am good at summing up while doing, constantly improving my skills, and making _ _' s after-sales work satisfy customers.

Third, shortcomings

The after-sales service department is understaffed, resulting in some maintenance and timely customer complaints; After-sales personnel lack regular training and can't keep abreast of the company's new technologies, methods and products; There is too little experience exchange between after-sales personnel to share work experience and experience in time; Customer return visit is not really implemented; Customer's maintenance application is not recorded and processed in time; After-sales summary and data arrangement are not timely and perfect.

Fourth, improvement measures.

1. After-sales service should get enough attention and support from company leaders; Market is the lifeline of a company, but after-sales service is an important factor to determine whether this lifeline can survive.

2. Increase the staff of the company's after-sales service department; The after-sales department needs a clerk who is responsible for answering and recording after-sales service calls. During working hours, all incoming after-sales calls should be answered and recorded in detail. After-sales clerks should call customers regularly to keep abreast of their equipment usage and suggestions on products, and make detailed records. After-sales clerks should register and sort out the returned after-sales maintenance orders. In view of the company's fixed business in several major provinces, it is necessary to fix an after-sales maintenance personnel to be responsible for customer service in the province for a long time, such as _ _; In addition, the company should ensure that after-sales technicians are in place, register the after-sales clerk for repair in time, know the situation by telephone, and arrange the corresponding responsible person for timely maintenance. Technicians should maintain and return the equipment returned to the company in time.

3. Organize regular after-sales personnel training to master new technologies and new products in time; At the same time, strengthen the communication and experience exchange of after-sales personnel.