Customer Service Foreman Competition Job Report

#report# Introduction The work report is an important part of describing and summarizing one's work situation, and plays a very important role in subsequent work adjustments and learning. The following is a compiled customer service foreman competition report, welcome to read!

Ziyi Customer Service Foreman Competition Recruitment Report

Every year starts again and everything is updated. In the blink of an eye, Haimen Zhongnan Property Company has hurriedly and nervously crossed the 20XX year in the new process. Looking back on my work history over the past nine months, I have gained a lot and gained a lot. Since I entered the company in March 20XX, under the leadership and care of leaders at all levels of the company and the active assistance of my colleagues, I have achieved a lot with my serious and responsible work. attitude, and successfully completed various tasks assigned by the company's leaders. The work report for 20XX is now as follows:

1. I officially joined Haimen Zhongnan Property Management Co., Ltd. in March 20XX as the customer service foreman. At the beginning of my employment, under the leadership of the customer service supervisor, I completed The following work:

1. In view of the lack of professional knowledge of customer service personnel, while strictly following the annual training plan of the customer service department, we will strengthen on-site training, practice through real cases, and enable customer service through theory and practice. The personnel have a deeper understanding of the importance of professional knowledge. In May, when the customer service department arranged for personnel to participate in the training and assessment of customer service professional skills organized by the Nantong head office, they won the second place in the company.

2. Sort out the charging progress of existing management fees, make statistics on the number of households, area, amount and reasons that have not been collected, and formulate a plan to collect management fees. In view of the low charging rate and the unwillingness of owners to pay management fees, The customer service department formulates a collection plan for assistants in each building to visit and make phone calls on time according to their respective areas. In May and June, the management fee collection work was carried out according to the formulated collection plan, and the reasons for the owners' reluctance to pay the management fees were collected. According to the various problems raised by the owners, the root causes of the problems were found and dealt with, and good results were achieved. In May, the management fee collected at the door was 197,109 yuan, and in June, the management fee was 71,409 yuan. In July, collection letters were issued to owners who had not paid management fees for more than one year, and collection letters were issued to owners whose houses had been delivered but had not been collected. *** issued 246 collection letters. By the end of the month, 30 households had paid 44,138 property management fees. Yuan

3. Completed the 1.7 phase in June 20XX and the 1.6 phase in August 20XX, and more than 600 households were occupied. Actively communicate and follow up with real estate projects and construction units regarding issues left over during the handover period, and complete the processing of the issues left over in a timely manner, thus avoiding to a large extent owners' complaints and loss of satisfaction caused by issues left over from construction.

4. Sort out the accounts of the customer service department. In view of the confusion of the existing accounts and the blankness of some accounts, a sound department account will be established from April to ensure the authenticity and accuracy of the ERP data entry. We will rectify the data such as gender, strengthen the training of ERP entry personnel, and make ERP entry normal.

5. Due to the large management area of ??the community, the unified production of some signs and signboards requires a lot of time. The customer service department has formulated and posted temporary signs and signs to rest and adjust the existing non-uniform signs and improve various signs. Class labeling work.

6. According to the requirements of Exquisite Tower, formulate and implement the customer service department’s improvement plan for the new style, new service, and new home. In May, we will organize a warm May sentimental Mother’s Day event and deepen the property management through community activities. The relationship with the owner allows the owner to have a deeper understanding and understanding of the property. The Mid-Autumn Festival community activities carried out in September cultivate the inner recognition of owners that home is the warmest harbor and the community is the composition of home. It won unanimous praise from the owners and requested to hold more such activities in the future.

2. Zhongnan Century Jincheng opened grandly in September 20XX. After the company’s leadership weighed all aspects, I was transferred to Century Jincheng as the customer service supervisor in October 20XX. During this period, I completed the following Work:

1. In view of the certain differences between the various tasks in the sales hall and the community, employees are not clear about the new working environment and work tasks. While doing a good job in mobilizing employees, formulate And implement the club service standards and detailed work processes of each department, and assign the assigned work to the relevant responsible persons. It is required that if it can be completed on the same day, it must be completed on the same day. If it cannot be completed, the reasons must be found out, a plan must be formulated, and it must be completed according to the prescribed deadline. Change the lazy The bad working habits of being lax, scattered and slow play a vital role in improving service awareness and effectively carrying out work.

2. The model room will be officially opened to the public in October. During this period, the comprehensive land reclamation work of the model room and the meticulous sanitation and cleaning of the sales center will be completed.

3. Complete the acceptance of the sales center, sample rooms and supporting facilities according to the acceptance standards, require rectification of existing problems and follow up on the results, and re-inspect the missing projects after repairs.

4. In response to the work requirements at the case site, strengthen employee etiquette and professional skills training for the southern club staff, by using glasses and coffee cups, placing aromatherapy in the service area, and cleaning staff using uniform tool boxes to ensure order. The traffic instructions are standardized, and the customer service provides tea asking and tea refill services as well as some small details to improve service quality and reflect the highlights of property services.

5. Cooperate with real estate sales promotion and launch work, focus on property service work such as sales center, use of model houses, owner reception and environmental cleaning, and successfully complete Century Jincheng 2-8 Activities such as the opening of the # building, Charming Jincheng, and Huacai Chapter owner networking events.

Looking back on the work since 20XX, many aspects are worth sharing and affirming, and there are also big deficiencies in the work:

1. Little theoretical knowledge in property service work Lacking, the theoretical knowledge of other departments other than the customer service department is not very proficient, and the application is not in place. It is necessary to strengthen learning and be proactive in order to further improve the level of property management and improve one's overall quality.

2. Management literacy still needs to be improved, and the study of management knowledge theory and the accumulation of practical experience need to be strengthened.

3. Although the daily work standards are up to standard, there is a certain gap between the exquisite and beautiful service concept, and we need to work hard on the detailed parts of the service work.

In order to better utilize strengths and avoid weaknesses in the new year, overcome shortcomings in previous work, and establish a good reputation for service, the Southern Club will be committed to strengthening standardized management, coordination, communication, and implementation in 20XX. We plan to carry out our work with improving management service efficiency, creating a harmonious living environment, and cooperating with marketing work.

Part 2 Customer Service Foreman Competition Recruitment Report

The dusk rain changed to the cloud year, the long ravine passed silently, the light passed by like a white horse, and unknowingly came to the xx Garden xx Property Customer Service Department It's been over two years. For the xx Property Customer Service Department, 2011 can be said to be a year of continued development and striving for high-quality services. While we continue to improve and improve various tasks, we welcome new forces to join our team and build a solid and courageous team. Spirit is our unremitting pursuit. During this period, the work of the customer service department has received care and strong support from the company's leaders, and various work systems have been continuously improved and implemented. The concept of "customers first, being honest, and doing things with heart" has been deeply rooted in the hearts of the people under the advocacy of the manager. Integrate into the daily work life of every customer service staff. The New Year is approaching. Looking back on the work of the past year, we can see both gains and losses. The personal work report for the past year is now as follows:

1. Deepen the implementation of the company's rules and regulations and the job responsibilities of customer service assistants.

On the basis of the various rules and regulations that were initially improved in 2019, in 2010, we continued to learn and master the spirit of the leadership’s instructions of “laying the foundation in one year, improving in two years, and creating excellence in three years.” Be familiar with property management related laws and regulations, service charging standards, and be familiar with the basic situation of community owners and facilities and equipment. In 2011, we devoted ourselves wholeheartedly to improving the awareness of teamwork and collaboration. Under the leadership of the company's leaders, we continued to move towards the goal of service excellence, and gained widespread support, understanding and positive affirmation and praise from the majority of owners.

2. Have a deep understanding of the basic situation of the overall park project, integrate theory with practice, and actively participate in learning and training.

Since the housing handover began in July 2009, the first phase of the park has completed 23 buildings, totaling 1,158 residences and 60 units. The second phase of the project has been completed with __ buildings, *** housing units and *** units. In general, __ buildings have been taken over, and __ households have checked in. Among them, *** households have the conditions for check-in, and __ households have not checked in. There are *** households with idle houses, including __ households with vacant houses, 10 households with model rooms, 5 households with project credits, 2 households with office loans from the construction unit, and __ households that have the conditions for check-in but have not checked in.

Consciously accept the training and assessment of the quality department, master the basic operating procedures of the customer service department, cultivate a high sense of responsibility and professionalism in study and work, strive to work seriously and meticulously, and actively cooperate with the construction unit on maintenance matters of the owner's home Contact and return to the owner with timely feedback.

3. Fulfill customer service assistant job responsibilities and promptly complete customer service and other tasks assigned by leaders.

1. Complete inspections and records of vacant houses once a month, discover 154 hidden dangers in equipment and facilities, correct violations of regulations and decoration management regulations, and issue rectifications according to the situation within the daily inspection responsibility area There were 58 notices, including the accumulation of decoration waste, sanitation in the responsible area, owners occupying public areas, owners modifying equipment and facilities without permission, accumulation of debris in air-conditioning units, and hanging advertising banners.

2. Responsible for following up on the waterproof repair and maintenance work in the park, checking the on-site water leakage situation and making records, notifying the construction unit to repair and deal with various types of water seepage and water leakage. A total of 83 households, including maintenance losses and The customer's request for restoration and compensation has been reported to the department manager for proper handling and resolution.

3. Contact and handling of civil engineering, plumbing and heating repair reports within the area of ??responsibility shall be communicated with the construction unit at any time, and the handling rate reaches more than 98%. The rest are caused by hidden dangers left by the owner during the decoration process, and communication, explanation and handling work with the owner has been done well. .

4. Responsible for the follow-up work on the repair and maintenance results of the park guardrail and guardrail glass problems. We have contacted the construction company many times but failed to repair it. So far, there are still __ owners whose problems have not been properly handled.

5. In order to improve innovative and high-quality services and bring a more comfortable and warm living environment to the majority of owners, we actively carry out the collection of property service fees in Area B from 2011 to 2012 (delayed defaults in property delivery resulting in default deductions for properties The fee is in the claim settlement period and is not included in the calculation), B5 has expired to __ households, and has been called to __ households, and B2 has expired to __ households, and has been paid to __ households. Among them, the unpaid owners who live in undecorated and vacant existing houses in other places need to continue to do the reminder and explanation work. Some owners have objections to the problems left over from the previous construction repairs. At this stage, the focus of the work needs to be more focused on following up and repairing the problems left over from the construction. Achieve owner satisfaction and ensure smooth collection of property service fees.

4. Continuously improve one’s own quality and improve service quality through innovation.

The satisfaction of property owners is the ultimate goal of property services. In the work, you can hone your personality and improve your psychological quality. For me who has little experience in social work, I will inevitably encounter various obstacles and difficulties at work. However, with the help, care and tolerance of my leaders and colleagues, especially the careful guidance of Manager Ding, I dare to challenge and The character has further settled down a lot.

I realize the importance of details in my work and life. Details are often overlooked because they are "small", making people feel cumbersome and have no time to take care of them.

Therefore, we must always keep in mind the leadership’s emphasis on “service refinement, generating rewards and benefits from details.”

2020 is a year of continuous exploration and self-pursuit for me. In the new year of 2012, I will work hard to correct the shortcomings in my work in the past year and continuously improve and strengthen the following aspects: :

1. Continue to strengthen the study of the basic regulations of property management and understand and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and table data, and become familiar with the analysis of relevant property management cases.

3. Further improve your personality, improve your work patience, pay more attention to details, strengthen your sense of responsibility and cultivate your enthusiasm for work.

4. Communicate and learn more with leaders and colleagues, learn from each other’s strengths, improve capabilities, and keep up with the company’s progress.

Don’t think about whether you can succeed. Since you have chosen to go far away, you only care about the ups and downs. No matter whether there will be cold wind and rain behind you, since the target is the horizon, all that is left to the world is your back. Only by setting off will you reach your ideals and destinations, only by hard work will you achieve brilliant success, and only by sowing will you reap the rewards. Only by pursuing can you taste an upright life. Encourage yourself and, under the leadership of the company's leaders, overcome obstacles and create more brilliant achievements in the new year.

Debriefer:

Part 3 Customer Service Foreman Competition Recruitment Report

Dear leaders and colleagues, hello!

My name is XXX, He joined the xx Property Company on November 25, 20xx and served as an order maintainer in the xx Shanshui Huating Community. Later, he became a customer service receptionist through competition. On July 27, 20xx, with the training of the leaders, I successfully passed the competition and reached my current position as customer service supervisor. Now that the three-month probationary period has expired, I hereby apply for permanent membership.

Looking back on every process of working in the company, there have been bitternesses and sweetnesses. At every step forward, I have received enthusiastic help from the company leaders and colleagues, and have gained the understanding and understanding of most owners. support. If there are some merits in the work of these months, it is not because of my personal ability, but because we have a united team and a group of enthusiastic and dedicated colleagues. Now I will summarize my work since I became the customer service supervisor, and calmly review the gains and losses of my work during this period in order to sum up experience and learn lessons.

When I first joined the company, as a lower-level manager, I was deeply aware of the important responsibilities of the customer service supervisor. In order to live up to my leadership's expectations of me, I consciously learned property management knowledge and was always ideologically consistent with the company, so that I could "think in place and work in place" and adapt to this position in a short period of time. During the 3 months I held the position of customer service supervisor, I mainly assisted the community manager in various tasks of the department, improved the overall service awareness of the customer service staff, and helped the community manager handle owner complaints, which improved the effectiveness of the work to a certain extent. Specifically, it includes: changing the working style of reception staff, requiring them to stand at all times when receiving owners; assisting the community manager in formulating charging plans and implementing them; collecting, sorting and filing various materials; making rational suggestions for the community manager's various management tasks ; Received complaints from owners and handled nearly a hundred complaints independently; coordinated work with various departments, etc. Among all the tasks, charging work and receiving owners are the areas I am responsible for the most and the areas I am relatively good at.

1. Charging work: Assist the community manager to formulate and implement detailed charging plans, and summarize various issues through telephone return visits before the centralized charging period, (such as: Hello: This is xx Shanshui Huating Property Management Department, may I ask if you have any other opinions about our services) and provide reasonable explanation and handling. For problems left over from the construction, we report them in a timely manner and communicate with the staff of the real estate after-sales maintenance department and urge them to deal with them in a timely manner, paving the way for the collection of our property fees. The next step was to lead the customer service staff to come to collect fees in person. xx Shanshui Huating completed the full-year fee collection task ahead of schedule in November and exceeded the quota by 120,000 yuan. Of course, this is not my personal achievement, but is inseparable from the efforts of all colleagues in the Huating Property Management Department and the careful guidance of the company leaders.

2. Daily reception: In terms of receiving owners, I deeply understand that the front desk reception is the service window of the property management department, so a good service image is crucial. In order to improve the image of the front desk, I require the front desk customer service staff to provide full standing service when receiving owners, giving the owners a brand-new feeling. In addition, in my daily work, I strictly follow the company's requirements, wear work clothes, greet visitors with courtesy, answer and transfer calls with a kind attitude, patiently listen to the problems reported by the owners and difficulties that need to be solved, answer them carefully and record them in detail , arrange personnel to conduct a return visit as soon as possible. We give satisfactory replies to all inquiries and calls from owners; for repair issues from owners, through our timely contact, we dispatch workers according to different levels of repair content and strive to solve the problem in the shortest possible time. At the same time, we will conduct door-to-door follow-up visits or telephone follow-up visits in a timely manner based on the completion status of the repair report. The owners can truly feel the importance of our property services. Through the joint efforts of me and all the staff, now the customer service work has been greatly improved. The morale of the staff is high, the work is proactive, and the work has gone smoothly. Completed the annual work target.

Next work plan:

1. Drive employee enthusiasm through self-management: strict self-discipline and maintain lasting career passion. xx has given me a passion, and I can Transform this passion into benefits for the company. Short-term passion is worthless, and passion is not allowed to be hurt. The same is true for employees. Imagine that your employees have to train for three or four hours or hold meetings for several hours after get off work. You will treat this This kind of passion is consumed, and learning is everywhere. Learning is not about sitting down, but about listening, seeing, and learning from communicating with the owners.

2. The smooth progress of the handover work: Before handing over, conduct the necessary heart-to-heart talks about the personality characteristics of each customer service staff. Ensure that on the day of handover, all customer service staff can greet the homeowners in high spirits and be sincere when communicating with the owners. For those who deliberately cause trouble, I will lead them out and explain clearly to them so as not to affect other handover personnel. During the handover period, we should keep calm and stabilize the owner's emotions to patiently solve the difficulties, prevent the owners from getting together, and ensure that the handover work proceeds in an orderly manner.

3. Communicate and understand the new owners of the second phase: During the handover period, summarize the problems of the second-phase owners and summarize the pros and cons in the handover work so that new people can be trained purposefully in the future. It can better provide convenience for the owners when they check in.

4. Management of decoration and procedures for new owners next year: According to the new decoration management agreement formulated by the community engineering system, we stipulate that during the decoration period, the owners will be given and explained some decoration items when they come to handle the procedures. Notice. In addition to the decoration inspection personnel who conduct inspections and reminders in all decoration households once a day, the cleaning staff are cleaning the corridors and maintaining order during patrols. If they find decoration problems, they will report them to the customer service staff in a timely manner. Customer service will then contact the owner to stop damage to the structure of his house more quickly. Ensure that owners carry out decoration work in accordance with regulations to avoid inconvenience to other owners and property management.

After these few months of probation, I have made some progress in my thinking and work ability through continuous learning and accumulation. At the same time, I am also well aware of my shortcomings: my writing skills are relatively lacking, my stress resistance needs to be improved, etc. However, I believe that through my efforts and the help of my leaders and colleagues, these shortcomings will become a thing of the past. I will use a positive and progressive work attitude and a quiet professionalism to complete my job, lead by example and fulfill the service purpose of xx Property to bring a "feeling of home" to the owners, and devote all my efforts to the further development of the company!

The above is a summary of my recent work. I hope that all leaders will give you guidance on my shortcomings so that I can continue to improve and make my contribution to the company.

Part 4 Customer Service Foreman Competition Job Report

After resigning from my original workplace, I am ready to start a new attempt. There are many things I want to do well, but I believe You can do better yourself.

After many interviews, I finally made a breakthrough in the interview. A company saw my talent in time and gave me a chance. I think I will do my best to realize my own value and realize the ideals and ambitions that I have never had before.

I have been on the job for a three-day trial this month after interviews with Director Xu and Mr. Lou of the Administration Department respectively. During the three-day trial period, my job was to manage all employees of the customer service department as the supervisor of the customer service department, handle the daily affairs of the customer service department, and assist the floor supervisor and duty manager in maintaining the normal operation of the mall. After several days of work and observation, I have a certain understanding of the daily work of the customer service department, and learned a lot of practical experience that I had never been exposed to before. Combining my study and work experience, I will now report on the actual operation of the customer service department of this shopping mall as follows:

1. The current main work of the customer service department

1 , VIP membership card processing, registration, issuance, entry system archiving.

2. Receive customer complaints (front desk complaints and telephone complaints).

3. Input and playback of information on the shopping mall door display.

4. Send and receive emails every day.

5. Handling other internal affairs of the mall.

6. Daily work in the studio.

2. The current working status of the customer service department

After the preliminary recruitment work, the customer service department that I took over has normal staffing, with 4 people in the front desk service department and 2 people in the broadcast room,* **6 people, all of whom follow the normal morning and evening shift system of the mall.

The advantages and characteristics of the current operation of the customer service department are as follows:

1. The handover of new and old employees is normal, there is no situation where employees who are unfamiliar with the business work independently, and they are proficient in the business.

2. Customer service department employees have smooth connection with each floor and department, and their work cooperation is relatively tacit.

3. The floor management is in place and effectively assists in managing the front desk of the customer service department.

4. The front desk of the customer service department works meticulously and accurately, such as sending and receiving emails every day, ordering meals for employees, and handling shopping mall fault repairs, etc.

5. The studio work is progressing smoothly.

3. Problems and shortcomings discovered in the current main work of the customer service department

1. The front desk simplifies the process of receiving customer complaints

Existing complaint process: Front desk complaint →Call the floor supervisor to whom the complaint belongs → Directly transfer the complaint to the floor supervisor and each counter for handling. Such a handling method can easily cause the floor supervisor to have an overloaded workload, leading to management confusion. On the one hand, the customer service supervisor has nothing to do, and on the other hand, the floor supervisor is overwhelmed. Judging from the current passenger flow in shopping malls, this method of handling can indeed save a lot of manpower and material resources, and can also improve the complaint processing time. However, as the sales performance of the mall increases and the passenger flow increases, it will inevitably cause management chaos and then This leads to conflicts in the unclear division of powers and responsibilities between various departments. Especially since my mall is about to be newly renovated and opened, situations like the above are likely to occur.

2. Missing work records

There are no work records at the front desk, and there is no evidence of the work performed by the front desk staff. The entire front desk only has a handwritten VIP customer registration book to enter member information into There is a mail collection registration book in the computer system. There is no customer complaint record, telephone reception record, lost property, missing person and other work records. The broadcast studio only has one daily broadcast record and daily temporary broadcast (advertising, promotional information, Missing persons, moving vehicles, lost property, etc.) are not recorded. This way of working results in low motivation among employees, who are often passive and slow in doing the work they should do. If work mistakes are undocumented, employees will shirk each other and cannot be held accountable. In addition, the lack of work records prevents customer service supervisors from properly managing employees' work responsibilities and making it difficult to improve the quality of management work. This is also one of the reasons why our mall's customer service department supervisors are severely lost and unable to carry out their work for a long time.

3. Employees in the customer service department have poor attendance and discipline.

Employees in the customer service department have poor attendance. Two people left their jobs without authorization three times in two days for more than half an hour. They all used physical discomfort as an excuse, but they did not When asking for sick leave, if it is not checked by the supervisor, it will not be reported truthfully. The entire department does not have a schedule, and employees can shift work at will without reporting to the supervisor for approval, and they cover each other.

4. Office costs are too high, and the consumption of office supplies exceeds the department’s pre-loss amount. For example, the studio has to apply for pens and paper multiple times, and the front desk consumes a lot of tape.

5. Transfer of relevant functions of the customer service department

The customer service department’s customer complaint handling authority, product returns and exchanges, invoice issuance, group purchasing and other functions are decentralized and managed by other departments, resulting in the workload of the customer service department employees Idleness, having nothing to do, thinking lazily.

6. No subsequent customer loyalty training

The customer service department has no follow-up service for VIP members. The front desk staff is not clear about members’ rights and does not follow up after simply establishing customer files. services, customer maintenance, return visits, etc.

IV. Put forward some suggestions in response to the problems discovered

1. Require the head of the customer service department to strengthen attendance management, ensure employee attendance, strictly manage the work period, strictly check employee on-the-job discipline, and conduct weekly Develop standardized shift registration forms and rectify departmental work disciplines.

2. Provide employees with independent business training in small departments, such as the complaint reception process, return and exchange process, change the original simple process, and standardize the work process. The purpose is to avoid confusion and unclear rights and responsibilities in order to increase passenger flow in the future.

3. Develop work records, complaint records, telephone complaint records, email sending and receiving records, temporary broadcast manuscript records, other front desk service records, etc., to facilitate leadership inspection work and supervisory management of employees.

4. Establish a customer follow-up service system to cultivate and maintain the mall's fixed consumer group and build customer loyalty to the mall, especially for VIP member customers, such as regular customer phone calls. , notifications of large-scale promotional activities, warm reminders for points redemption, etc., to cooperate with the work of the marketing department and planning department.

5. Strictly control office costs. For example, you can use the trade-in method for office supplies that are consumed in large quantities. After filling in the item application, use the used office supplies to exchange for new ones. Another example is to make outbound calls. Registration etc.

6. The related business of the customer service department can be moderately shared, such as invoicing, returns and exchanges, etc. The premise is to ensure that the head of the customer service department has good execution ability, otherwise it is easy to cause chaos due to poor management.

Due to the limited time for my trial job, I am not very familiar with the operation of the entire shopping mall. My observations are not in-depth and detailed enough. The problems I see are superficial and rough. I have not fully considered some measures and are not fully aware of them. It must be able to truly reflect the overall picture of the entire customer service department. I hope that the leaders can criticize and correct and give guidance. In addition, based on the current passenger flow and management system of the mall, the areas that need improvement are not very prominent. Considering that the reopening of our mall will expand operations, the existing management strength will not be able to cope with the future scale of the mall. Taking this opportunity to renovate It is imperative to strengthen international management.

I don’t know if I can continue to stay here as the head of the customer service department after the probation period. However, I performed well during the three-day trial period. Although I didn't know much about the situation in the customer service department, I still knew the general situation. I hope the company can see my potential and allow me to continue working in my current job. I believe I have the ability to be a good customer service manager. I will do my best to work, and I will make my contribution to the development of the company!

Part 5 Customer Service Foreman Competition Job Report

With enthusiasm in x year x month I came to the customer service department of x shopping mall and have been working in a new environment and new position for one year. In June of XX, I was promoted to the head of the customer service department thanks to the leadership's favor. Today I mainly summarize the work of XX and look forward to the work of the customer service department in XX.

1. Job Awareness

I know that when I come to a new environment and take up a new position, I have to start from scratch and be familiar with my job responsibilities and understand them. The corporate culture of your company. Through the care of my supervisor, the help of my colleagues, and the company's training, I learned that as a grassroots employee, I must maintain a positive image of the company while safeguarding the interests of customers.

2. Work situation

With the care and love of my colleagues and the support and help of my supervisor, I quickly integrated into this new environment and entered my new role as head office with on-air customer service staff. After more than 4 months, the department arranged for him to be transferred from the main service desk to the VIP room. The main tasks of the VIP hall and broadcast room:

1. Processing, registration, issuance, and archiving of VIP membership cards in the system.

2. Receive customer complaints (front desk complaints and telephone complaints).

3. Redeem membership points.

4. Apply for free orders.

5. Cooperate with the planning department to complete each issue of gift-giving activities.

6. Daily work in the studio.

3. Job Responsibilities

1. Pay attention to departmental etiquette and courtesy, and provide a good external image of the company

2. Maintain a good service order and provide high-quality customers Serve.

3. Do a good job in customer complaints and reception.

4. Cooperate with the company to complete every activity task.

IV. Problems and shortcomings

1. The morning and evening shift handovers are still not in place.

2. The brand registration in the floor telephone directory is incomplete.

3. Customer service staff have weak knowledge of the mall. For example, they have to rely on floor supervisors when receiving simple customer complaints.

4. The internal staff at the main service desk and VIP room knowledge book do not understand it thoroughly enough.

5. Employees are highly dependent and rely on their supervisors to handle minor problems. For example, computer failure.

6. Individual employees have poor self-discipline

5. Personal suggestions

1. Strictly manage employee on-the-job discipline and rectify department work discipline.

2. Strengthen communication and collaboration among various departments to ensure that the brand phone book can be changed in time when entering and exiting the counter.

3. Conduct independent business training for employees in small departments, such as complaint reception process, return and exchange process, etc.

6. Outlook for the future

1. You must seize the time to learn all the work matters as a supervisor, put yourself at a higher level to demand yourself, and strive to improve yourself. Cultivate in the direction of comprehensive talents, let yourself learn to handle affairs independently as early as possible, and become an all-round person.

2. Strengthen your own business knowledge and improve your work ability so that you can better train employees in the future, help employees become excellent customer service personnel, and make yourself high-quality personnel.

3. Strengthen communication and collaboration with various departments. Collaboration between departments is very important. Not only I hope that department employees should also strengthen their awareness in this regard.

4. Service with a smile. Smiling is the most important thing in the service industry, especially in our customer service department. I hope that in the future I can lead by example, lead my colleagues around me, take the initiative to provide service with a smile, and make service with a smile deeply rooted in the hearts of the people.

The above is my work report since I took office. If there is any inappropriateness, please criticize and correct it.