Write a summary of customer service work at the end

Any kind of thing and work have internal relations and external constraints, and all have their own laws of development and movement. The methods of finding and discovering objective laws need to be summarized. The following is the conclusion of my customer service summary. For more customer service summary, please click "Customer Service Summary".

End of customer service work summary 1

20__ years passed quickly. In this year, it seems that there is not much worth recalling. Life and work still have no scenery along the way, just when I thought the road was moving forward and the days were so calm. 20__, 165438+ 10, after application and selection, I came to _ _, very happy.

It has been more than two months since I joined _ _, but for me, I have grown a lot. Learning a working method, work content and workflow that I am not completely familiar with from the beginning will help me to understand the workflow and content of the whole English customer service more comprehensively and systematically. Two months' work is not satisfactory, which requires me to study further, and then I will skillfully use it in every detail of my work. During this time, I have had introspection and thinking. Here, I not only criticized my work some time ago, but also made some summaries. How to do a good job in my future work and serve the company with everyone.

I. Summary of 20__

(1) Work summary

I participated in the verification of English customer service orders for the first time on _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _. Participate in the questionnaire for the first time and complete the order reply; Contact the refund and complaint handling department for the first time. Here, I see hope, because I can learn more about my work. Because I have been engaged in related work before, I got started quickly. Thanks to the guidance and help of leaders and colleagues, and thanks to the company for giving me the opportunity to learn. Here, I see a group of hard-working, hard-working and down-to-earth people at work, I see a good team, and I have no sense of work pressure. But unfortunately, I have never been confident to complete the standardized operation and control of the whole process independently, which will be the primary task and the most important problem I will face and change in the coming year.

(B) deficiencies in the work

Lack of initiative in work, lack of communication with leaders and everyone, comprehensive and meticulous consideration of problems, and many mistakes, especially in order verification and follow-up. I need to spend more time and energy to study. Because this is far from the expectations and requirements of company leaders in their work. At the same time, the level of English theoretical knowledge, working pressure tolerance, and the implementation and planning of specific work need to be further improved. A series of problems need me to overcome and solve in my future work, so that I can do my job better. And what you should do and can do, you should be brave enough to undertake, not rely on others, not shrink back, not escape, and bravely take every step, so that you will be more confident, bold and careful in your work in the future.

Second, the 20__ year plan

The new year is coming, full of challenges and opportunities. I must work harder. It seems easy, but it needs hard work, attitude, confidence and endurance. I firmly believe that with the correct decision of the company leaders, the assistance of my colleagues and my unremitting efforts, the 20__ annual meeting will be a year for me to realize transformation in _ _.

(a) enhance the sense of responsibility, obey the leadership arrangement, actively communicate with the leadership, improve work efficiency.

We should take the initiative to get the work to the point and implement it, so as to reduce work mistakes. Always adhere to the attitude of asking if you don't understand, learning more if you don't understand, cooperating with colleagues and reporting work and suggestions to leaders. As a newcomer, you should let go of yourself and understand the strength and importance of the team.

(2) Study hard and improve professional service ability.

When it comes to the study of work-related knowledge, I am not afraid of hardships and try my best to overcome them. I have encountered many new things, new problems and new situations that I seldom touch or even never understand. Such as service letter processing, refund process, order registration details processing, telephone verification, answering guest questions and so on. Faced with these problems, you should know more about yourself, be familiar with the company's products, order operation and how to manage, so as to quickly enter the work role and express it to customers in professional language.

(3) Take more actions and stick to the post responsibilities.

English customer service post, long working hours, heavy tasks, great pressure, night shift, shouldering the company image. Therefore, what is needed is someone who has a sense of responsibility, is not afraid of hardships, can endure hardships and is willing to contribute. We should also learn to constantly adjust our emotions and decompress ourselves.

There is no size of work, but the division of labor is different and the contribution is not much. Look at the intention, there is no need to haggle over every ounce. Just out of school, we have little social experience and work experience, so many people describe us as "high-minded and low-minded" However, I personally think that I am highly motivated, and my characteristics are strong learning ability and sincere treatment. At work, we should be diligent in our own work, be modest and prudent, be neither arrogant nor impetuous, and not be a giant of words. Whether it is the daily affairs in the office or the tasks at work, I will do better with my heart. Learn to summarize, analyze and induce in time and professionally, and finally complete my promotion and growth. Learn to use the company's good environment to hone yourself, broaden yourself and improve yourself.

(4) Be good at thinking and integrate theory with practice.

Be a careful person at work. Under the guidance and care of the company leaders, I gradually became familiar with the work situation. Through careful observation and attention, reflection and summary, I have absorbed the essence, extracted the dross, and constantly summed up experience in my work. Grasp and discover the bright spots in everyone's work, learn from them and improve themselves, broaden their knowledge and improve their ability to perform their duties.

Customer service work summary ended 2

It's been half a year since I registered online, participated in listening, writing, interview, re-examination and training. In this _ year, I experienced the transformation from a college student who just left campus to an office worker. From an independent individual to becoming a member of the _ _ customer service center. The following is a summary of my work in _ years.

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. 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 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.

I remember that the director gave a lesson to our new employees and said, "Choosing _ _ means choosing to keep learning". As a customer service staff of _ _, I deeply realize that business learning is not only a task, but also a responsibility and a realm. In the first half of the year, I insisted on studying hard, trying to improve my business knowledge, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.

Pay attention to integrating theory with practice. In work, theory is used to guide solving practice, and the purpose of learning is application. Under the guidance of theory, we should constantly improve the ability to analyze and solve problems, and enhance the principle, systematicness, foresight and creativity in our work. Pay attention to overcoming "laziness" in thought. Insist on learning business knowledge according to the system and plan. First of all, don't take the study of business knowledge as an extra burden, and consciously learn the updated business knowledge and the corporate culture of _ _; Secondly, according to your own study plan, adhere to individual self-study, carry forward the spirit of "nails", squeeze time to study, correctly handle the contradiction between work and study, don't neglect study because of busy work, and don't relax study because of heavy tasks.

Three-year or three-year work plan

Learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in each area, and make efficient outgoing calls. Personal loan collection in _ _ area generally has a high contact rate in the afternoon, so it is necessary to make more appointments with _ _ customers. _ _' s customers are slow in understanding and reflecting, so we need to slow down when we make an outbound call to cooperate with our customers. Realize the combination of quantity, quality and benefit. Proficient in "one-stop conversation", able to blurt out when solving customer problems.

In the customer service work of _ _ _, I will constantly consolidate my business knowledge and answer customers' questions accurately and completely. Constantly improve yourself and cultivate the professional psychological quality that a customer service representative should have. Learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment.

Customer service work summary ended 3

Time flies, and it has been more than half a year since I came to PR Newswire 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 work in the past 20 years 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 requiring improvement:

With the guidance of leaders and the help of colleagues, I have successfully completed all the work in _ _ _ years, 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 20__.

Customer service work summary ended 4

Customer service is no small matter. 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 pass for guests, and 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 customers' decision whether to spend or not. If customers recognize our services, they can 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 maximize the company's interests. 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 job 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.

End of customer service work summary 5

I. Work:

The work in _ _ mainly includes the following four points:

1, do a good job of sorting out the basic information and reflect the customer's situation and information to the factory in time;

2. Do a good job in order tracking: after the customer receives the order, confirm whether the customer pays and whether the daily order can be delivered on time;

3. After-sales tracking: whether the customer confirms the receipt, tracks the time point of receipt, and whether there is any return;

4. Maintain old customers, keep in touch frequently, and know the latest trends of customers' demand for products. In addition, we should introduce the latest products of the company to our customers to determine whether they need them.

Second, the problems existing in the work

1, express delivery problem, many of our products are equipped with motors, but our major logistics providers have express delivery restrictions in some areas, which leads to the lag of logistics transportation.

2. Due to the lack of product knowledge and the limitation of business level, I can't convince customers well in the process of communicating with customers, and I can't let customers place orders at the first time. In this respect, I still need to continue to learn to improve my product knowledge and improve my business level.

3. Different product quality problems have different degrees of customer response. Need to collect more customer feedback, and then feedback to the product department for adjustment. I think product quality problems exist objectively. Different manufacturers have different production requirements, which leads to many after-sales problems, and we need to communicate and adjust with the production department in many ways.

Third, plan for next week.

1. Old customer maintenance: mainly order tracking, ensuring delivery on the day of ordering, and logistics tracking.

2, do a good job of after-sales tracking, last month failed to do a good job in this regard, so we must make hard indicators to gradually improve.

It is our important task to catch new customers. Many orders come from new customers, and we strive to seize every customer to buy our products.

4. Insist on learning product knowledge and improve your business level. Things change all the time, and I need to constantly add new knowledge to enrich myself. Insist on going out for a walk, insist on regular and effective communication with customers, and truly understand what products customers need.

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