1 customer service daily work reports

# Report # Introduction Time is an arrow, which comes and goes rapidly. A period of work has come to an end. Looking back on the work since this period, we have gained a lot. Let's sum it up and record it in the work report. The following is the daily work report of customer service compiled by KaoNet. Welcome to read!

1. Daily work report of customer service

Since I joined the company for one month, with the help of my leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of customer service in Taobao, and I have officially started to take up my post. Now I will make a phased summary of my work and learning experience, the main points of my work and the problems in my work, so as to make reference and preparation for my continuous improvement in my work. Taobao customer service is an important part of online shop. Its importance cannot be ignored.

First of all, it is the link and bridge between the store and the customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, so that customers can accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. I have clearly realized the responsibilities and importance of my work in the past half a month, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Taobao customer service as soon as possible. The following is a preliminary analysis of my pre-sales shopping guide, customer service during sales and after-sales service. The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.

In fact, speaking skills are also needed, especially speaking skills of Taobao customer service are more important. The key to impress buyers to place orders is whether the customer service can impress customers during the conversation. When communicating with customers, we should grasp the discretion of words and know what to say and what not to say. If you accidentally step on the communication mine, even if the customer's willingness to buy is strong, they will leave and rush to the arms of other sellers. Therefore, when communicating with customers, we must pay attention to several points.

first, don't argue with customers. In sales, we often meet some customers who are picky about the products we sell. At this time, we inevitably want to argue with him. However, our purpose is to reach a deal, not to win the debate. Arguing with customers can't solve any problems, but will only arouse customers' resentment. Even if we are angry offline, we can't bring our emotions online. Online, we should patiently listen to customers' opinions and let customers feel that we attach great importance to his opinions and we are trying to meet his requirements.

second, don't communicate with customers in an indifferent tone. When talking to customers, we should keep smiling even when facing the computer, because customers can feel it between our lines. Smiling is a sign of self-confidence and the basis for establishing a good atmosphere. Customers may become our friends even if they don't need our products when they meet us with a smile, and it is easy to think of our store when they need it next time, thus paving the way for the next transaction.

third, don't directly question customers. When communicating with customers, we should understand and respect their views, and we should not talk to customers by questioning. Why don't you buy our products? Why don't you trust us? What makes you think our products are not genuine? And so on, talking to customers in the tone of questioning or interrogation is a sign of impoliteness, a reflection of disrespect, and the most harmful to customers' feelings and self-esteem.

fourth, sales promotion should be interactive and avoid unilateral sales promotion. What kind of sales is the most successful? I think it is the most successful to achieve win-win sales. To achieve a win-win situation means that the customer bought our products, we solved his practical problems, and we also made profits. Therefore, when we sell, we should first listen to the customer's voice and understand his needs, and then we recommend the corresponding products to the customer to help him solve practical problems. If we just sell a product to our customers blindly and ignore the real needs of customers, even the best products will be difficult to reach a deal. In the process of chatting with customers, if the above four points are achieved, then I believe that the business in the store will not be worse. Gold medal customer service is not made in a day. Only by making progress every day and constantly strengthening your speaking skills can you become an excellent customer service step by step.

2. Daily work report of customer service

At the turn of the old and the new, I would like to make the following summary by reviewing the course of the past year:

1. Enthusiasm: The first thing of customer service is to maintain a good, positive and happy attitude, and to contact a large number of customers with different personalities and different needs every day, and to face all kinds of complicated, fragmented and even unruly requirements. Therefore, Only by maintaining a good attitude can we provide warm and thoughtful service to customers and keenly observe and analyze the real needs of customers. Often, when a customer comes to the store, he is not clear about his real needs and can't describe them. At this time, we need to infer his real thoughts from his words, so as to recommend him a product that is more suitable for him. The network is virtual, but behind every computer is a real person, and customers can feel our service enthusiasm from our reception language. Therefore, mentality is the most basic and important quality as a customer service. Leave a better impression on customers and recommend more targeted products, thus improving the pre-sale conversion rate and the subsequent secondary purchase rate. In the new year, I will strive to improve in this respect.

2. Specialty: Know more about the new products in the store, so as not to be puzzled by customers. Familiarity with product specifications, efficacy, appearance, etc., and familiarity with Taobao shopping process will directly determine our professionalism in customer impressions. Although most of the products in the store are very clear, there are still some customers who have some strange questions that we can't answer. In this case, you need to stabilize the customer first, and you should look at the question that you can't answer after you come down, at least you should not be stumped when another customer asks the same question next time. Some problems that can be found in Baidu and Taobao Help Center at that time (for example, "Why does Taobao always remind me to use fast payment but there is no online banking payment option after I photographed it"), or problems that can be verified by the warehouse, try to solve them at that time. There are countless crown shops on Taobao, but in the field of xxx, customers should feel that we are the most professional and trustworthy online shop.

3. Skills: Use some answering skills flexibly in specific communication with customers. The tone should be enthusiastic and the answer should be soft and firm. When making clear the customer's needs, we should go straight to the subject, take the initiative to follow up when the customer has the intention to buy (for example, when the customer hesitates, or when the product being consulted is out of stock, we should actively recommend other similar products), make joint recommendations when the customer determines to buy, and make good use of the activities in the store to improve the transformation and joint, and do not cherish words like gold to avoid passive reception. Some problems need to be avoided, while some problems need to learn to appease customers, dare to take on, and don't let customers feel kicked. These aspects are not enough and need to be improved.

4. cooperation: do a good job in communication and coordination with various departments, and try to avoid mistakes. When customers change their addresses and add orders, they should inform the issuing department in time. If there is a need to make remarks, they should be clear (gifts, special needs, etc.) so that the warehouse can know fairly well when packing. Receive well before sale, and don't give too dead answers to some questions beyond our control (for example, about express delivery). When customers receive products, they have sent wrong parts, leaked parts, damaged products or quality problems. First, appease the customers, and then hand over the customers after sale, so as to reduce the customer's bad review rate and complaint rate, reduce the difficulty of after-sale work, and avoid the low praise rate and dynamic score of the store. There are a large number of products in the store, and you often do activities. If you find any mistakes or omissions in product prices, descriptions, posters, publicity charts, etc., you should promptly notify the art department to correct them.

5. Outlook: After three years in the company, I experienced a period of rapid development of 2xx years and a period of depression of 2xx years. The company's stores were established for six years. During these two or three years, I saw that many up-and-coming stars in Taobao have caught up with or even surpassed our scale. Once upon a time, I also had the feeling that "Lian Po is too old to eat", but the development of the company within 2xx years made me feel very happy. First of all, xxx got it back and saved many old customers. After several years of precipitation, xxx already has the potential of a brand (not referring to the commodity brand, but to the brand effect of the store itself). In addition, the painstaking operation and accumulation of several years are not something that the company can catch up with by casually cultivating a new store for a short time; Secondly, the company gathered a large-scale activity this year, and gained a lot of fresh blood (it is better to catch it early than to catch it skillfully, and the sales volume in the bargain will not affect Taobao's ranking one or two months later). Just a single product of xxxx brought a lot of loyal customers who placed orders for the store for the second half of the year; In addition, the company officially launched several products of its own this year, and gained good feedback and reputation, which has made a good guide and foreshadowing for us to promote our own products and clarify the development direction next year. Due to the confusion of online shopping, after Taobao's cultivation of online shopping market in previous years and the chaotic development period from 28 to now, low price but low quality can no longer meet the demand. At present, online shopping customers have higher requirements for product quality, service quality and after-sales guarantee. Taobao in the next few years must be the end of the big waves and the survival of the fittest. This is an opportunity for our company and a test for us. We should improve our internal strength as soon as possible, make better products and better services, embrace changes and meet the future.

3. Daily work report of customer service

Time flies like a rainbow and disappears in a blink of an eye. It has been a while since I came to the post of customer service, and my study and accumulation during this period have also brought great changes to myself. Looking back on this period of time, I suddenly had a lot of feelings. Here I also want to sort out and summarize my past work. I hope that the future work can continue to move forward and continue to break through on this basis.

first, the change of personal attitude

I haven't been in the property for a long time, so now I still look a little green. But the study and growth in the past few months have also brought me a lot of improvement, both for me personally and for this job. And first of all, it is my personal attitude. When I first came in, I first focused on learning. Now I'm slowly starting to focus on innovation. Innovative communication skills and innovative working methods are all part of what I will try every day, and this also represents our growth during this period of time. We have passed that period of laying the foundation, and now it is a day of hard growth. Both my attitude towards work and my daily life have been greatly improved, which has also brought me many surprises and achievements.

Second, the improvement of work ability

As I gradually deepen my work, I can master many aspects very well. Therefore, I am more and more free and relaxed in this job. All this stems from my own control of work skills and the result of my persistent struggle along the way. After the ability is improved, the responsibility on the shoulders will be heavier, so the future is also worth looking forward to and looking forward to. I am very grateful to all of you for your help and guidance during this time. You supported me all the way and made me mature slowly and really step into this job. I will continue to maintain it in the future and strive to improve my various abilities!

3. Future plans

4. Daily work report of customer service

1. Deepening the implementation of various rules and regulations and various systems of the property management department

On the basis of the preliminary improvement of various rules and regulations in 2xx, the focus of 2xx is to deepen the implementation. Therefore, the customer service of the property management department actively responds to new forms and needs according to the development of the company and the continuous development of the property management industry, and combines with the actual situation of Blue International. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service of the property department has also adjusted the relevant systems of customer service in time in order to better adapt to the new situation;

Second, integrate theory with practice, and carry out the training of customer service personnel

A good customer service management and service, the professionalism and working attitude of personnel play a decisive role. In view of the lack of theoretical knowledge of personnel in customer service work in xx years, a lot of training was focused on customer service personnel in 2xx years:

1. There are various training forms, such as theoretical explanation, practical operation and discussion, which are fundamentally.

2. Based on the idea of going out and inviting in, we organized staff to visit and study Jones Lang LaSalle and other brother enterprises, which broadened our horizons and made the management concept keep pace with the development of the industry.

3. Respond to new laws and regulations. The most important new property management regulation in Xi 'an in 2xx is Xi 'an Heating Management Regulations. In view of this situation, the leaders of the commercial management company arranged customer service personnel to participate in the regulations training organized by the heating company in time. After this study, our work was more comfortable. At the same time, the customer service of the property department organized personnel to study and discuss at the first time. And a strict closed-book examination was carried out, which deepened the customer service staff's memory on the basis of understanding, made sufficient theoretical preparations for the heating work in winter of xx, and ensured the smooth development of the heating work in winter. By the end of xx, there were no complaints caused by the heating work.

3. The annual review of the property charging standard and parking fee standard in xx was completed as scheduled

A standardized property management enterprise must ensure that the charging work and service work have laws to follow, and charge in strict accordance with the standards of the price management department. In April of xx, relevant materials were prepared, and the property management charging standard of Blue International Building was reviewed annually, so as to resolutely put an end to arbitrary charges and safeguard the legitimate rights and interests of owners.

5. Daily work report of customer service

My job is no longer just to answer customers' phone calls. In addition to on-line incoming and outgoing calls in time according to the connection rate scenario, shift schedule and attendance scenario, to ensure the call center connection rate, I need to timely carry out second-line processing, work order circulation and reminders for problems that cannot be solved by front-line agents, and be responsible for tracking and returning the work order processing results to ensure the work order processing timeliness and customer satisfaction. While dealing with the work order, I also need to collect and sort out the frequently asked questions, hot issues and difficult questions of customers, and formulate a unified explanation and answer caliber to ensure the accuracy of the answers of front-line customer service representatives.

at the same time, it needs to be rectified.