Customer service work summary classic

Customer service work summary classic 7 articles

If you want to do a good job in after-sales customer service, you should not only have good customer service quality, but also have a good understanding of the products you sell. How to write a classic summary of customer service work? Below I bring you a classic summary of customer service work, I hope you like it!

Customer service work summary classic 1 Customer service department undertakes the main work of customer service of property companies, including the coordination of customer relations and the coordination of various departments within the company. It is the window to reflect the service level, display and establish the company management brand. It is a key functional department to achieve quality service and satisfy customer service.

After a recent visit to the customer service departments of various projects in our company, it is found that the customer service departments of various projects can better complete the customer service work undertaken by the customer service departments. At the same time, there are also some problems, such as:

1, the staff's business level and service quality are low, which mainly shows that the methods and skills to deal with problems are not mature at the moment.

2. The department's management system and process are not perfect, which will inevitably affect the department's work efficiency, employees' sense of responsibility and work enterprising.

At present, according to the requirements of the head office, the integration of property companies has been completed, and the general customer service department and subordinate project customer service center of property companies have been established. After discussion at the meeting, our department put forward the following scheme.

1. The customer service department makes monthly statistics on customers' payment, and draws a table of each item's income and expenditure and submits it to the head office, so that the head office can clearly see the fund operation of the property company.

2, the customer department to establish and improve the company's revenue and expenditure files, and improve the project owner files.

3. Pay close attention to the internal construction of customer service team, work discipline, improve customer service system and process, and basically realize institutionalized management.

4. Hold regular departmental service quality evaluation meetings to standardize customer service. Exchange ideas, enrich and enrich professional knowledge, and provide better services for business households.

5. Work closely with all departments to handle customer disputes, opinions and suggestions in a timely and proper manner.

There are many shortcomings in the work of customer service department, including new problems and old problems. However, under the guidance and care of the head office leaders, I believe all the staff in our department are confident to do the next work well.

Customer service work summary classic 2 I. Understanding customers

Customers who shop online will have a little idea of taking advantage of small things, and of course I will. There are generally three scenarios in which customers come to buy your things. First of all, the buyer began to bargain with you and asked if you could lower the price of this Dongdong and give me a discount. Customers all want to buy good quality and cheap baby. Merchants generally don't lower the package price unless they do activities during festivals, because some businesses have really low profits. After the customer service said it once or twice, the customer would not be entangled in the price. At this time, they will think of other discounts. That is, since we can't make a counter-offer, how about sending it to me for free? In fact, this is also a counter-offer. The problem of postage varies from family to family, the price given by the courier company is different, and the nature of the products of the merchants is different, so it is more expensive to ask the merchants to avoid the bill than to make a counter-offer. What's more, I want the seller to give me a small gift. Since I can't make a counter-offer or waive the bill, I can always give you a small gift as a souvenir! Sellers usually do this, because the cost is not very high, and the customers who give small gifts are also happy. People always want to take advantage of a little to comfort themselves. Online shopping is not as tangible as it is in reality, so people have to stare at it, and it is understandable what customers want. Think of yourself as a buyer, and you will understand the requirements put forward by customers. We are still in the service industry, so we must be patient and enthusiastic. Customer satisfaction is our greatest pursuit. What customers care about is the working materials that we will try our best to do, so as to make sales better.

Second, understand the goods.

To do a good job in customer service, the most important thing is to understand the nature of the goods you want to sell, so that you can successfully complete the sales work when the buyer intends to buy the goods. If you don't know the goods, then when the buyer asks about the goods, you will have a stagnant reply and a change in the speed of reply information, which will easily affect the buyer's desire to buy. In addition, be sure to answer the questions put forward by customers truthfully, and don't deliberately praise your products, because once customers receive the goods and introduce them, they will feel lost, and it is very likely that they will give you a medium or bad review, which will not be worth the candle. If the buyer has doubts about the quality of the goods, you can suggest the buyer to refer to the evaluation information, because it is more objective, and it is really good for everyone to say yes, which is one of the best ways for you to promote sales.

Third, after-sales service.

This is also very important, we should do a good job in quality control and return. Because you're dealing with God. Seize the old customers, build a customer base, get twice the result with half the effort. Regular customers can mark it, and they can get a discount or send it for free next time, because it will attract new customers. General customers will introduce good things to friends or colleagues, or for example, buy clothes, colleagues think clothes look good, and ask where they bought them, then new orders will come. Therefore, when talking about Want Want, we should be careful and sincerely serve our customers, so that customers can truly feel the treatment of God. To do a good job in online store sales, you must master skills, which can't be done simply. You should study more and be good at summing up, so that your work can be smoother and smoother.

To sum up, the main duties of customer service are to greet buyers, answer their inquiries, introduce products to buyers, and provide good after-sales service for buyers.

Customer service work summary classic 3 through this year's study and daily work accumulation, I have a deeper and further understanding of customer service work. I am especially grateful to my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, I have made some progress in all aspects through unremitting efforts. Now I will summarize my work as follows:

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

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

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

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

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

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

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

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

Time flies. I have been in the company for more than a year. When I first arrived here, everything here was new to me. But after the novelty, I am disciplined and strict, which is completely different from my previous student life.

As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking 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, the next step, I need to overcome and improve, and strive to do the following: study hard and keep pace with the times.

First, 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.

2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; 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.

Third, smile service-one of the basic qualities of customer service.

In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.

Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.

Customer service work summary classic 5 I am 20__, and I have worked in Jiedong County for more than three months since I joined the company in July. First of all, I am honored to join the customer service team. Under the guidance and leadership of the director, all members of the team United and cooperated, Qi Xin made concerted efforts, Hong Jiu month campus marketing, two-day marketing and a hundred-day sprint. With a brand-new attitude and full spirit, we rushed to improve the performance of the county. Although it's only been three months, I have benefited a lot from the communication with leaders and predecessors.

Today, I will summarize what I have learned and felt in the past three months and put forward my own thoughts on the current situation.

I. Services

The customer service room is actually a marketing service room. Service managers deal with customers by telephone every day: 3G customer retention, 2G customer retention, fixed-line broadband retention and so on. As we all know, the cost of finding a new customer is several times higher than the cost of retaining an old customer. It can be seen how important the service is.

Then, how to close the distance with customers, better serve customers, satisfy customers and recognize enterprises is a difficult problem that the service industry has been thinking about and needs to be solved urgently.

In my opinion, there is no standard service model in the world. Those so-called standard terms, tone and intonation are only the most common ways, which are not suitable for every service manager. The frame is dead, but people are alive. What suits you best is the best. In short, it is to make the service more personalized. As a service manager, we should find the most suitable service attitude and method according to the company's service requirements and its own characteristics, so as to be closer to customers and achieve better service results. Break the framework and innovate the service.

Second, evaluation

Assessment is the evaluation and affirmation of employees' work. I read the service manager assessment index issued by the municipal company. Personally, I feel a little overwhelmed. For example, when I first came here, the outbound call volume in a week was 150 normal calls, and now it has increased to 200. Especially when making a return visit such as "three noes" and "double bottom", it is difficult to meet the requirements of outgoing calls.

In my opinion, people-oriented work is people-oriented. Only when employees have motivation and confidence can they do a good job. Therefore, mobilizing the enthusiasm of employees is an important guarantee for the smooth progress and effectiveness of the work.

Setting appropriate assessment indicators is very important to motivate employees. County customer service can comprehensively consider the indicators of documents issued by municipal companies and make their own assessment standards. Indicators must be set correctly. If the index is too high, employees often can't finish it. If they are lazy for a long time, their enthusiasm will decline. If it is too low, it will reduce efficiency and service quality. The most suitable indicator is that you can do your best to achieve it. Also, rewards and punishments are clear. Conduct an appraisal at the end of the month, and reward those who reach the standard and achieve the first result; If the assessment is not up to standard and the result is the worst, it will be punished.

In short, assessment promotes competition with incentives, competition with incentives and performance with incentives.

Third, team building.

Building an excellent team with strong fighting capacity lies not only in division of labor, but also in cooperation. Team members communicate more, communicate more, cooperate more and cooperate sincerely, regardless of you and me.

I suggest that we can follow the example of the municipal company, organize afternoon tea once a week, and bring all the members together to talk and exchange their work and personal experiences this week. We can learn from the good aspects and discuss the shortcomings of improvement. Only by constantly summing up experience from daily work can we continuously improve our personal ability.

Leaders can also take this opportunity to understand the recent work and life of their subordinates and enhance their feelings. I think a leader who is approachable, always compassionate and concerned about his subordinates is a good leader who is respected and respected by everyone.

Li Bai's poem says: Since God has given talents, let them be used! . Everyone has something to recommend. Only by making the best use of everything and people can we give full play to the strongest fighting capacity of the team.

In a word, the care and encouragement of leaders to employees is the infinite motivation for employees to work hard.

Customer service work summary Classic 6 Time flies, and unconsciously ushered in a new year. Summary of conference service work. In the next _ _ years, with the care and help of company leaders and colleagues, I successfully completed the corresponding work. Now I will make a summary of my work in _ _.

First of all, reception at the front desk.

From _ _ _ to _ _ _ _ I worked as the front desk, and the front desk was the first person to show the company's image. At work, I work in strict accordance with the requirements of the company, treat every visiting customer warmly, and point it to the relevant office, which provides convenience for leaders and customers. In the past year, * * * has gained about 1000 users.

Second, the reception of the meeting

1, external conference reception

Attend the reception of Shandong Unicom's financial meeting, the work meeting of the operation and maintenance department, the training meeting of human resources monitoring, the operation meeting of the provincial G network, and the business analysis meeting of Linyi Branch and Heze Branch. In this kind of foreign conference, I arrange the venue in strict accordance with the high standards required by the conference, actively coordinate hotel-related matters, and provide good service during the conference. In this process, I learned more about treating people, serving food and giving gifts, and accumulated a lot.

2. Internal meeting management

Arrange meeting rooms reasonably according to the needs of various departments, avoid meeting conflicts, and pay attention to relevant registration, sanitary maintenance of meeting rooms, and after-care inspection of public goods. To provide better service to our staff. In the past year, * * * arranged more than 500 internal meetings.

3. Video conference management

When holding a headquarters or provincial video conference, according to the notification requirements, turn on the video system on time half an hour in advance to ensure that the conference is connected on time, and there is no meeting delay this year; When meeting with counties and districts, make an appointment in advance and call all terminals to ensure that all counties and districts can attend the meeting normally.

Three. Expense reimbursement and contract entry

In this regard, in strict accordance with the company's requirements, the reimbursement form was received on Monday, and the leader signed it into the erp system on Tuesday, and the registration work was well done. In the past year, more than 65,438+0,000 reimbursement documents were entered. More than 20 contracts were signed.

Fourth, comprehensive affairs work.

One day in _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

By the end of _ _ _, * * had received about 300 public security inquiries, which were handled in strict accordance with the company's regulations. Send and receive about 90 foreign documents, so as to upload and distribute them in time without delay. 20 pieces of materials were submitted, and 2 issues were compiled.

Do a good job in the registration and storage of small fixed assets such as notebooks and desktops, contact maintenance outlets in time to maintain computers, strengthen communication with them, and ask for spare machines for us to avoid delaying normal work.

Verb (short for verb) Other jobs

While completing my job, I will conscientiously complete the random work assigned by the leaders, actively participate in various activities organized by the company, and assist leading colleagues in preparing for the first staff sports meeting; Won the first place in Linyi Unicom's honest speech; Shandong Unicom won the third prize in the Integrity Speech Competition, and is currently actively preparing for the program summary, selection and performance of the _ _ _ _ _ _ _ _ _ _ _ _ _.

Sixth, shortcomings in the work.

Lack of initiative in work, less communication with leaders, insufficient consideration and meticulous consideration. Lack of writing skills, failure to grasp the highlights of the company's information in time in the information submission link, resulting in low quantity and quality of information, affecting the company's information ranking in the province.

Seven, _ _ year work plan

1, strengthen self-study, combine with the reality of the General Department, consider details, closely follow the leaders' intentions, coordinate internal and external relations, and solve problems for the leaders.

2, actively learn from other units, hotels and other conference reception experience, improve the reception level, enhance the company image.

3. Do a good job in trade union work, carry out meaningful activities, strengthen communication, and continue to carry out "Trade Union send warm" activities.

4. Strengthen canteen management, conduct market research, increase cost control, and create a warm, comfortable and low-cost dining environment.

_ _ year is coming, and a year full of challenges and opportunities is coming. In the new year, I will sum up my experience, overcome my shortcomings, strengthen my study and do my bit for the company's development and growth.

Customer service work summary classic 7 years have passed so fast, time has passed so fast, I have been in _ _ real estate company for more than 2 years. I feel very honored to be a member of the company. In this short time, although I have not made many impressive achievements, I have benefited a lot. Now I will have a fresh start in my busy work. Looking back on the work in the past year, with the support and help of company leaders and colleagues, I have basically completed my job and made some progress through my own efforts. Now I will make the following summary report on my work.

Deeply understand the company's corporate culture and management philosophy.

"Don't do to others what you don't want them to do to you, treat others sincerely" and "Take Qi Mei as an example in thought and keep pace with others in action" are always the words that the company always teaches us. With the continuous growth of the company, I gradually realized its profound connotation, which is the soul and quality of a responsible enterprise. Under the influence of such corporate culture, I also learned to be honest and trustworthy, love my job and forge ahead in unity. At the same time, I firmly believe that the company will continue to develop in a healthy and sustainable direction in the face of increasingly fierce competition in the real estate market.

Second, strengthen learning in an all-round way and strive to improve their professional quality.

As a customer service staff, we should not only complete the tasks assigned by the leaders on time, with good quality and quantity, but also do a good job in all kinds of services for each owner, so we should have high requirements for our own business level. In the past year, I paid great attention to the study of policies and regulations of the Housing Authority, and tried to thoroughly understand the spiritual requirements of the latest policies and regulations in the first time; Study hard to handle mortgage and real estate registration procedures, hoping to get familiar with the procedures in the shortest possible time; Always care about the changes of bank mortgage policy, and provide the latest new bank mortgage measures to property consultants in time. At the same time, pay attention to the scientific arrangement of their work, establish a strong sense of responsibility and dedication, and constantly improve their business capabilities, only to better serve the owners.

Third, the management and statistics of customer data.

For me, it is more important to keep confidential the personal information of each owner, so in my daily work, I attach great importance to the management of customer information. Whether the transaction is completed or not, I must establish a scientific, reasonable, standardized and comprehensive file for future reference. In addition, the management of customer transaction information and contact telephone number is more standardized. This year, the handover of residential buildings 14 and 17 has been basically completed smoothly, which is another review of the regularity and integrity of customer information at ordinary times; From the end of June 165438+ to the middle of February, the second phase of the parking space and storage room was officially put on sale, which also tested my colleagues' ability to file and count customer information, and at the same time, let me deeply understand the sacred mission of customer service.

Fourth, the part to be improved in the work.

First, strengthen the communication ability with the transaction subjects, so as to provide more nuanced services in the future; The second is to improve work efficiency; Third, constantly improve their professional knowledge and level, and lay a good foundation for more arduous work in the future.

Thank you for your support and help in my work over the past year, and thank you for reminding and correcting my mistakes in my work. I believe that under your careful care and guidance, I will make my own contribution to the all-round development of the company through my unremitting efforts.

20__ will be a year full of passion and challenges. In the future work, I will strive to improve my own quality, broaden my knowledge, learn more professional knowledge in real estate and property management, and use it to guide my work practice. Enhance your courage and perseverance, improve your ability to solve practical problems, and treat every job positively, enthusiastically and meticulously.

Brilliant as iron, but now it is one step closer to the beginning. I firmly believe that no matter how many difficulties and obstacles lie ahead, as long as I don't relax my love for my work and pursue my goals for a moment, I can work in my post in a down-to-earth manner, face the challenges bravely and make more outstanding achievements!