Examples of after-sales customer service work summary

5 After-sales customer service work summary example

No matter what job you are engaged in, professional skills will always be the foundation of your foothold. As after-sales technology, although the required technology is not necessarily as high as that of R&D personnel, the most basic thing is to understand. The following is a summary example of after-sales customer service work I compiled for you, hoping to help you!

After-sales customer service work summary Chapter 65438 +0 One year's work has been successfully completed. As the company's after-sales customer service, I also encountered many problems this year, but with the support of my strong heart, I successfully solved these problems, and I am also very satisfied with my work this year. Now let me sum up my work this year.

First, deal with customer problems patiently.

As after-sales customer service, many times the problems we encounter are relatively small, and these problems can be solved soon. But when we encounter big problems, we need to communicate with customers patiently, especially some problems need the help of other colleagues, so we just need to follow up and comfort customers patiently. When solving problems, customers will be emotional and must listen patiently. At the same time, I tried to solve it as quickly as possible. I also think about his thoughts and problems from the customer's point of view, try my best to understand the customer, and let the customer feel that our after-sales customer service is serious in helping them solve their problems.

For the customer's problems, I also use some communication skills to ease the customer's emotions and let the customer know that we care about him and are solving problems for him. After working for one year, I met many grumpy customers, but they were all patiently solved by me and finally got their affirmation. This is also the proudest thing in my work. None of my customers complained about me, and at the same time, all the problems that passed through me were solved, and there were no unsolved problems.

At work, I also know that I should be calm and sometimes get angry with the tone of customers, but I still tell myself that this is work, not quarreling with customers. I must calm down and solve it calmly, and I must not quarrel with customers, otherwise the problem will be more serious and bring trouble to the company. We do after-sales customer service, but we can't get emotional. That's what I do.

Second, improve personal ability.

In addition to doing a good job, I have been reading books, participating in training and constantly learning this year. I know that the work of after-sales customer service seems simple, but if we really want to do better, we must have higher emotional intelligence, better problem-solving ability, better communication ability, better understanding of customer psychology and more familiarity with our products, especially our company has launched new products every year. I am serious, too. While studying, I also found my own problems, insufficient analysis, and whether I can do better. This practical example has also made me make greater progress.

A year passed quickly. Maybe I have lived a full life. I dare not forget my work as an after-sales customer service staff. I know that only by doing a better job can we gain more and go better in the workplace.

Example of after-sales customer service work summary 2 20__ is an extraordinary year for individuals, and the selected year is the annual work summary of after-sales service personnel and the annual work summary and summary of after-sales service personnel. The reasons are reflected in two aspects: first, farewell to the familiar and emotional hometown work, and the feelings of reluctance are beyond words; Second, I came to work in the company, a harmonious and United _ _ team. This new job full of passion and challenges will become my working platform for some time to come.

In the past two months, I have been helped by so many leaders and colleagues. In particular, the leaders can understand our after-sales situation well and make practical arrangements, which reduces our unnecessary pressure and makes our work mood stable and comfortable. Colleagues in the department are like family. We cooperate with each other in our work and learn from each other's strengths. The purpose is simple, that is, to improve our technology, better serve customers, solve difficult problems and maintain the company's image. Looking back on the past 20 years, I have made a summary report on my personal work from the following aspects:

First, looking back on the road of growth, it is difficult to give up the past work team.

Looking back on my work in my hometown 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 job in your hometown, be a small store manager, have a comfortable and leisure job in the office and take good care of your parents at home. Leaving home, a new working environment, many things are unknown.

At that time, I thought of the story "Who Moved My Cheese". Life will be more exciting only if you dare to try to change and break through. Annual work summary and work summary of after-sales service personnel. Therefore, I choose to go to _ _ company to receive more training.

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

Working from my hometown, I came to work in the after-sales service department of a big company, but the objects and ways of working are 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. But the practical problems to be dealt with now are not only difficult, but also the dissatisfaction of customers has 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 time I receive after-sales customers, I have an 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 two months' work and accumulation, I can handle the after-sales of the company independently, many of which are trained by the company, so that I can be independent as soon as possible and produce economic benefits.

After-sales customer service summary Example 3 The work during this period is very busy and substantial. Looking back on my past work, I have both the joy of success and the regret of loss, but more of an expectation for my future work. The work is summarized as follows:

First, adhere to the overall concept.

Do your job well. No matter what you do, adhering to the overall understanding is the primary issue, and on-site skill service is no exception. I think the overall situation of after-sales service is to "adhere to the corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the interests of customers is the main part of improving the core competitiveness of our products. Doing a good job of after-sales service is also the publicity of the company's products and the spy collection of the company's product functions, so as to make real-time improvement and make the products better meet the requirements of field application.

Second, be good at communication.

Service personnel with better skills than helping to coordinate the site should not only have strong professional skills and common sense, but also have excellent communication skills. A product often has problems due to improper operation, but it is often not as bad as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers.

Third, master professional skills.

With the continuous development of the electronic industry and the increasing competition, how to do a good job in computer after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skilled service person, I should be diligent in on-site inspection, think independently, communicate with colleagues more, and strive to continuously improve my professional level. Every excellent after-sales service represents customers' further trust in our products.

Fourth, the skill level, common sense and proficiency in practical operation have been known in the past work.

The golden mean is very important in the work. Being enthusiastic in the work and persisting in smiling in the sunshine can narrow the gap between people and facilitate communication with customers. Especially after-sales service, positive thinking and peaceful mentality can promote the improvement and smooth progress of the work, and good skills and judgment are needed in after-sales work to make the work go smoothly.

The first half of 20 _ _ can be said to be a half year of growth and development for the property, and it is also a half year for us to constantly improve and perfect various management mechanisms. Among them, the work of the property customer service department has been concerned and supported by the company leaders, and at the same time, it has also received great assistance from various brother departments. Through the efforts of all the customer service staff for half a year, all the work systems have been continuously improved and implemented. The concept of "service first, doing things with heart" is engraved in the hearts of every customer service staff. Looking back on the customer service work in the past six months, we can see some gains and losses. Now we can sum up the work in the past six months as follows: Six of the eight employees in the customer service department worked for less than six months in the first half of the year, which is also the fresh blood of the enterprise. After joining this department, they can master the work flow of this department in the shortest time, adapt to the post work at the fastest speed, and the customer service staff learn the post knowledge seriously and in time. In the first half of the year, we received more than 1 10,000 calls, and the customer service staff visited more than 200 owners and put in more than 20 notices. By the end of X, 20__, 8,483 households had taken over the house, 6,976 households had been renovated, and now there are more than 3,500 households living in the community.

Collection of property fees in the first half of the year; At present, the collection date of property fees in 1, 2 and 3 phases is divided into four stages, which increases the difficulty of collecting property fees. Since August, the customer service department has called the owners who are in arrears with the property fees, asking the owners to pay the property fees through remittance and counter settlement, and reminding the owners who are now living in the community who are maliciously in arrears with the property fees to stop all services within a time limit. In the process of urging the payment of property fees, although our customer service staff was attacked by the owner's incomprehension and language, the customer service staff could explain to the owner with a service-oriented working attitude. By the end of _ _ _, 6,247 owners had paid property fees, accounting for 75% of the total. This achievement is inseparable from the efforts of each of our customer service staff.

In order to ensure that the owners of the community can take the shuttle bus normally and prevent people outside the community from taking the bus and wasting the resources of the community, the customer service department standardized the issuance of the owners' bus cards, strictly checked the owner's information when issuing the cards, and limited each household to issue one card, checked the identity of the owners who recharged the car cards, and registered the lost replacement cards to control the outflow of the bus cards. In 20__ years, the main maintenance items reflected by the owner are common problems such as water seepage from the external wall, water seeping into the unfurnished house from the bay window, water leakage from the toilet sewer pipe, window locking, corridor lighting, elevator shutdown and so on. The customer service department has reflected the above problems in time, sent staff to solve them in time and paid a return visit.

Although the overall work of this department has achieved good results, there are still some problems. In order to do a better job in the second half of the year, the problems existing in this department are summarized as follows: the professional quality and service level of employees are low, mainly manifested in the immature skills and methods to deal with problems, insufficient experience in dealing with emergencies and low professional quality in service. Problems are not handled in time and properly, and there is a lack of departmental coordination, follow-up and reporting in complaint handling, owner's opinions and suggestions, owner's help, etc.

Work plan and key points for the second half of the year: 2 The key work of our department is to further increase the level of property fees by 65,438+0 to 5 percentage points on the basis of 20 years, basically institutionalize departmental management, significantly improve employees' sense of responsibility and service level, carry out various services in an orderly manner, improve the satisfaction rate of owners, strengthen departmental training, ensure the promotion of customer service business, closely cooperate with the work of various departments, and properly handle disputes and suggestions of owners in a timely manner.

At the same time, I hope I can have the opportunity to study in a more mature community, master a better sense of service and improve my professional level. I hope everyone in our team will cherish the harmonious atmosphere together, create more surprises and transcendence, and give full play to team spirit. With the goal of "no complaints from the owners, no regrets in service, no blind spots in management and no hidden dangers in the project", all the customer service departments will face the new half year with a fuller mental outlook, and Qi Xin will work together to write a brand-new and brilliant page for the property management company.

Example of after-sales customer service work summary Article 5 For the writing method of after-sales service personal work summary, please refer to all the contents on this page.

I have worked in the company's after-sales service department for more than a year. In this year's work, I took the concept of "customer first", the goal of "achieving customer satisfaction" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the principle, and earnestly completed all the tasks assigned by leaders, and my level and working ability have also been improved. The work, experience and future efforts over the past year are reported as follows:

As an after-sales service staff, my daily work is extremely trivial, including receiving daily affairs, documents, faxes and telephone calls, consulting at the store, receiving customers, and conveying the received customer business consultation calls to the responsible salesmen in various regions in time. These jobs are very inconspicuous, but they are also an important continuation of sales, so there are many calls. Every time a customer calls for advice, he tries his best to solve the problem for the customer.

I have been in contact with after-sales work for more than a year and have a deeper understanding of this line. To tell the truth, after-sales service is indeed a very indignant profession, but it is also a very trained profession, and customers feed back product failure information. This problem seems simple, but it is not.

Keep a good attitude and listen carefully to every customer's complaints about poor product quality and high detection level. As after-sales service personnel, we must have strong professional technical knowledge and good communication skills to communicate with customers and analyze the reasons. Not all of them are not as good as the quality reflected by customers. Many customers are often caused by improper operation. The user is not familiar with which part of the product is operated, and does not operate in a guided way. They will guide customers how to operate, pay attention to details, avoid repeating similar mistakes, find out the crux, improve the level of customer maintenance and application of products, so as to avoid distrust of products and even damage the corporate image.

With the cooperation of company leaders and colleagues, we sorted out, established and improved the terminal sales points in various regions. Telephone is convenient for users to buy products near themselves. It also improves the loyalty of agents to _ _ _ _ company, and pays regular visits to customers' use of products! Give timely explanation and reply to the problems that arise. It will also let the salesman communicate with the customer in time according to the user's reaction. Seriously complete other tasks assigned by the leaders.

In this year's after-sales return visit, I deeply realized that in today's fierce market competition, with the improvement of consumer awareness and the change of consumption concept, consumers not only pay attention to the product entity itself, but also pay attention to the after-sales service of similar products in the case of similar quality and performance. Therefore, it has become a new focus of modern enterprise market competition to provide consumers with perfect after-sales service while providing inexpensive products.

In this year's work, I came into contact with many new things, produced many new problems, and learned a lot of new knowledge and experience, which improved my ideological understanding and working ability. In my future work, I will carry forward my advantages, overcome my shortcomings, be down-to-earth and do my job dutifully.