Summary report on after-sales customer service work

5 summary reports on after-sales customer service.

One year's work has been successfully completed. As the company's after-sales customer service, I also encountered many problems this year. The following is the summary report of after-sales customer service work I compiled for you, hoping to help you!

After-sales customer service summary report (1) 1. Respect customers and safeguard their rights and interests.

Many problems received by our after-sales customer service are product problems that need to be solved in time. For these problems, the company gives us the principle of safeguarding customers' interests and respecting customers' choices. We will listen to customers' complaints carefully, not just from the company's standpoint, but from the customer's standpoint. As long as the problem lies in our company, we will solve it unconditionally. Of course, the role of our after-sales customer service is to help customers answer questions. Many customers will have different questions after buying products. In order to facilitate my work, I divide my clients into three categories. The first category is people who don't know about the products and need our help. The second category is people who don't like our products, and the third category is people who want to return them. For these customers, I will take different measures to complete the task. For customers who don't know the product, I will patiently explain the detailed operation and brief introduction of the product, so that customers can learn and understand it in the shortest time. For the second kind of customers, what I have to do is to get their forgiveness first, let them cancel their complaints, and then try to make up for their losses by appeasing them. The third category is to hand over the products that customers need to return to the production department in time to understand the product problems and the reasons for the return.

Second, identify customers' problems.

At work, our main task is to understand the specific purpose of customers and the problems we need to solve. Some customers will take the initiative to tell us these problems, but some customers will not tell us and return them directly. There are many such customers, so what we need to do when facing professional customers is to find their hidden problems in time, so as to solve their problems and let customers get satisfactory answers in their own minds. For those customers who are difficult to solve, let the competent people solve it and reply to the customers as soon as possible, because the customers themselves are not happy, and this time can't be more embarrassing. Only when the customer is satisfied can it be made.

Third, improve the ability.

It is not easy to do a good job of after-sales customer service. What you need to do is to improve your communication skills and make your speech more convincing. If you want to achieve this effect in a period of time, you need us to do so. For customers, we need to pay more attention to them and master our presentation skills, because the company provides many skills to deal with different customers. If you want to be familiar with it, you need to be familiar with it and come up with these countermeasures quickly when you meet customers. So in order to do this, I often recite words, so that I won't waste time when I meet my customers, and I can solve their problems in the shortest time.

With my own efforts and the help of the manager, I successfully completed this year's work tasks, and more than that, which is also a great promotion for me. I will try my best to do my job in the future.

After-sales customer service summary report (Part II) Since I became the customer service staff of the company's after-sales service, I have worked hard and completed various tasks throughout the year. The work of the past year is summarized as follows:

First, learn the technology of this major well

No matter what job you are engaged in, professional skills will always be the foundation of your foothold. It is most important to learn technology well. First of all, it is based on development and sustainable development. Only by laying a solid infrastructure can we afford to build tall buildings in summer. But learning the technology of these industrial automation products is not so easy, very boring and involves a wide range. You must also have a desire for technology. Especially after-sales customer service, we should not only know this product, but also know where it is used, what machinery, what system driver and so on.

Second, learn to communicate with others.

Good communication skills may get twice the result with half the effort Because the customer's mood is uncertain, the failure to buy our products has caused him some losses, so the pressure resistance is also strong. At this time, we can only handle it carefully. And when you go out, be careful what you say, try to start from the customer's psychology, have a good attitude, and never contradict others. When communicating with customers, your technical requirements are also very high. Generally speaking, the most frequently asked questions in communication are technical questions. Sometimes I will struggle with some technical problems that I don't understand. Start with what you know and try to move to other places, as long as you can help him solve the problem anyway. Otherwise, customers will have doubts and will also cause losses to the company's image. So when communicating, you should either solve the fault quickly or try to communicate in the field you know.

Third, prepare in advance and summarize afterwards.

When you receive a call from a customer, you must first understand the situation and whether it can be solved by telephone. If you want to go to the site, after completing the task, make a summary and write down the site situation. A person's journey is always so lonely And endure loneliness and boredom. These are the basic requirements for after-sales customer service personnel. After all, the company has so many partners to support! It is said that after-sales service is a marketing process and the beginning of marketing. I think I will try my best to maintain the brand image of the company and strive for the interests of the company.

After-sales customer service summary report (Chapter III) 20 years is an extraordinary year for individuals and a year of choice. There are two reasons: one is to bid farewell to the familiar and emotional work, and the feelings of reluctance are beyond words; The second is to go back to my hometown and work in Dali Electrician Group. I came to work in a harmonious and United after-sales service team. This exciting and challenging new job will be my working platform for some time to come.

I feel lucky to get the help of so many leaders and colleagues over the past year. In particular, leaders can understand the situation on our site, make practical arrangements, reduce our unnecessary pressure, and make 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-to improve our technology, better serve customers, solve 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 20 years of work, I am excited and excited. At the same time, the opportunities and challenges of big cities have made me think and reflect on my future life. At this moment, it is even harder to give up. Faced with the choice of going or staying, I have been thinking for a long time. I can continue my previous work, be a senior technician, work comfortably and leisurely in the office, and understand the cultivation of a world-class big company. Leaving the company, a new working environment, many things are unknown. At that time, I thought of the story in "Who Moved My Cheese". Only by daring to try to change and break through, life will be more exciting. So I chose a new working environment to experience and learn.

Second, integrate into the new environment and reposition the protagonist of the work.

From returning to work, I came to work in the after-sales service department of Dali Group, but the objects and methods of work are very 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 simple, and the working procedures and methods are relatively simple. At this moment, the practical problems to be dealt with are often not only difficult, but also difficult to communicate with other companies or Party A, and customer dissatisfaction has also brought some adverse effects to the smooth progress of the work. Whether the process and method are properly considered, thoughtful and comprehensive, we should also do full thinking and recording, and improve our potential 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 protagonist have given me many challenges, and at the same time, every special service case has given me the opportunity to learn and improve myself. The following is a representative case report, which can be well illustrated.

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 a year's work and accumulation, we can now independently handle the company's related products, many of which are cultivated by the company, so as to promote its independence as soon as possible and produce economic benefits.

Four. Concluding remarks

Looking back on this year's work, although I have achieved a lot, I still feel that I have many shortcomings:

1, just to meet the completion of their own tasks, work development is not bold enough.

2. The professional quality is not improved fast enough, and the new business knowledge is not learned enough and thorough enough;

There is still a gap between my work and other colleagues, and my sense of innovation is not strong.

In the future work, please supervise and recommend more. I will try my best to improve my own shortcomings and strive for better results. As the saying goes, "bit by bit, we do extraordinary things." In the future work, no matter whether the outside work is boring or colorful, I will continue to accumulate experience, work hard with my colleagues, work hard, study hard, and strive to improve my cultural quality and various work skills.

After-sales customer service work summary report (Chapter 4) Time flies, and I have been in the company for half a year before I know it. The busy time of these years has ended.

Looking back on my past work, I found that I really benefited a lot. As the company's after-sales customer service, I also know my responsibilities. After-sales service is a kind of service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests, and also indirectly affects sales performance.

My work involves talking about Want Want's after-sales service and dealing with various after-sales handover issues. In the past year, I have learned a lot, and I have also accumulated some skills of answering calls and telephone communication for Want Want, which can effectively complete a lot of work. /kloc-the handover data processed in October is the highest in our group, and the handover data processed in the month of November 11 reached _ _ _ _ _, so I can do my job dutifully at ordinary times, which can be regarded as living up to the expectations of the company leaders. In order to complete the work better and create more benefits for the company, the work experience this year is summarized as follows:

1. Create a good image of the store.

When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As an online shop customer service, we spend most of our time communicating with customers in Wangwangwen, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match some dynamic (model) humorous pictures, which may bring customers another experience.

2. Learn to empathize.

After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. When we encounter similar situations for customers, we hope to get what kind of treatment results and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.

3. Be familiar with the company's products and product-related knowledge.

As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of the product can't be limited to the product itself, we all need to know the relevant collocation of the product. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.

4. Finish the work effectively.

Want Want is one of our tools to communicate with customers. When communicating with customers on Want Want, we should pay attention to the speed of reply. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. Handling customer returns through _ _ _ is also one of our responsibilities, and we should also pay attention to the most basic telephone etiquette when _ _ _. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.

We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.

In the past year, I have gained a lot, but I know I still have some shortcomings. What impressed me was a group simulation training performance.

Practice, sell products to customers by simulating the scene of communication and sales between customers and customer service. If the customer service is familiar with their own products, knows some knowledge of dressing and matching, analyzes the customer's purchasing psychology, and then finds out effective sales methods, then the chances of clinching a deal are much greater. The company's training also made me see my own shortcomings. After that, I also tried to improve. In my spare time, I will go to more new stores and various activities in shops. Before each activity, I will also take the time to understand the rules of the activity and be aware of it. The company has also received various trainings. In my spare time in the middle of the year, I applied to study in the pre-sales position. Although I haven't studied for a long time, I have gained a lot and got a general understanding of their work. Although you only need to deal with customers through Want Want before selling, Want Want communication also needs many skills. The key for buyers to place orders is whether the customer service can impress customers during the conversation, and how to make customers buy the products they want, not just blindly selling, but let customers enjoy the shopping process. It also made me understand that gold medal customer service was not practiced in a day. When I came into contact with the unused positions, I found that I still had a lot to learn and improve. I also look forward to having more exercise opportunities in my future work and expanding my comprehensive strength.

In the new year, I will learn from the past lessons, actively participate in the company's training, constantly enrich myself, and strive to complete the tasks assigned by the leaders. After reading the company's annual plan, I also realized the responsibilities of all our employees in the new year, but I believe that my team will definitely do better. In the new year, Tmall Store and Taobao Store are merged into one, and the company's requirements for employees are more stringent. In this atmosphere, I will also try to learn more knowledge and improve my data, so as to become an excellent employee and create more benefits for the company.

In the new year, we also hope that the company can provide more training opportunities, let us better understand the company's various work processes, and then bring more benefits to the company.

Summary of after-sales customer service work in the latest automobile 4s shop

Customer service is a big topic. On the one hand, it is biased, but on the other hand, it is too broad to get to the point. We can only choose the most impressive aspects to discuss.

The first thing I want to say is the formation of the team. How to set up a company's customer service department from scratch? I think the first step should be to establish a system, which is the basis of forming a team. What kind of specific system is needed depends on the company and customers. The basic system shall include:

Customer service department management system

Complaint management system

Performance evaluation system

Problem handling process

At the same time, as the focus of the whole customer service work, recruitment should also be carried out at the same time. As said at the beginning of the article, excellent customer service staff often have some personality characteristics, so when selecting, you can basically know whether a person is suitable for customer service work through heart-to-heart talks and questionnaires. Conversation is the best way, because customer service is a direct communication process, and face-to-face conversation can better identify whether a person meets the requirements of customer service. When recruiting customer service assistants, fresh graduates with positive attitude and good communication skills can consider it. The advantages of fresh graduates are positive, receptive and malleable, but there are also shortcomings such as unhealthy mentality, less work experience and immaturity.

At the same time, it is particularly important to pay attention to a clear division of labor. On the basis of the process, it is clear who meets, how to deal with it, who gives feedback, who follows up, who records and so on.

The team needs regular training, including business knowledge and communication skills, especially updated business knowledge, which can be achieved through emails and regular meetings. The principle is simple and effective.

Secondly, talk about the management of customer expectations. In the software industry, it is very common to ask for changes due to various reasons such as customer habits and business changes. If the customer agrees to everything, it is impossible. If the customer is rejected, it is afraid of affecting the company image, which involves a link in demand management-customer expectation management. The highest principle of customer expectation management is reputation, that is, what is promised to customers must be completed on time. Without credibility, other skills are out of the question. There is a method called "reducing commitment and improving delivery". If a thing is expected to take _ _ hours to complete, you should tell the customer that it will take one and a half hours or _ _ hours, because it is difficult to guarantee whether the actual situation will exceed expectations, and it is much better to deliver in advance than to delay delivery. Patience and skillful explanation are also needed when customers can't meet their needs. If you usually have a good reputation and explain it properly, ten _ _ _ customers will understand.

There is also a question of performance appraisal of customer service personnel. A good performance appraisal system is an important factor to keep the enthusiasm of customer service staff. Personally, we can consider the following aspects: customer satisfaction, attendance, full workload, finishing work on time, teamwork spirit, post discipline, work attitude, work enthusiasm, work innovation ability, monthly work progress, person in charge assessment, daily assessment, business knowledge assessment, etc.

Summary report of after-sales customer service (Chapter 5) 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.

At the same time, I also have some superficial views on how to overcome the work:

Do a good job in after-sales service and constantly improve the quality of after-sales service personnel. Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:

1, try your best to understand customer needs and actively help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.

3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.

4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem immediately.

5, the appearance is neat and generous, and the words and deeds are decent.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

The first half year of Tmall's customer service work in 20__ has passed. Let me summarize the work in this half year:

First, improve service quality.

First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, we will carry out construction in customer complaints, foreman delivery, daily assessment of shopping guides, etc., and implement mutual inspection of stores and self-inspection of departments. The service office will lead the team to conduct joint inspections twice or three times a week, and issue inspection and rectification notices according to the results (participants are service office personnel, department foreman, director and floor duty manager). On-site management will be responsible step by step and classified management (service office level → department level of each commodity department → monitor level →

Department cadres are responsible for the on-site management of their departments, and problems can be dealt with in time, which is more conducive to the management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. In the third quarter, the Service Office replaced the service quality tracking cards of all staff and established service management files for all staff. For employees who violate discipline for more than 6 times throughout the year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis, comprehensively improve service quality and create a service environment. So far, more than 4,000 service quality tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, 44 service star candidates were also launched, which played a role in showing everything from point to area.

2. Receiving and handling customer complaints.

During this year, we have used departmental regular meetings or communication meetings, special training and other forms for many times to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, implementation of treatment results, floor reception and records. In August this year, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of grass-roots managers to handle complaints has been improved.

In the first three quarters of 20 _ _ _, the service office accepted 37 complaints 1 piece (quality category: 224, service category: 9, comprehensive category:1piece, emergency: 7). In terms of emergency treatment, we renewed the insurance agreement with the insurance company-third party liability insurance.

Third, the scope of personnel management inspection is comprehensive and institutionalized.

Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.

Four or five supermarkets, strict inspection system, put forward the inspection focus on the floor.

Daily inspection site, the service room manager on duty should be diligent. Timely feedback and communication with the department on the problems found, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-the-spot inspection notices), and put an end to the passive situation of talking but not doing. In the first three quarters of 20__ _, the service office inspected the store and found that 5823 people violated the disciplines of various employees, with an average violation rate of%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.

Five, the business skills and professional level of the manager on duty.

We have made a systematic training plan according to the business shortage of the manager on duty, and regularly carry out training on commodity knowledge and professional knowledge. The manager on duty in our department acts as a trainer, taking advantage of our weaknesses and making up for our own weaknesses through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how to carry out their work effectively during working hours", so as to further improve the business skills of the manager on duty and handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters,