2020 e-commerce customer service personal year-end work summary

I have been working as a customer service position in an e-commerce company, and I feel that it has been quite good for me. The end-of-year summary of my work is as follows. The following is the "2020 E-commerce Customer Service Personal Year-End Work Summary" compiled by me for everyone. It is for reference only. You are welcome to read it. 2020 E-commerce Customer Service Personal Year-end Work Summary 1

Looking back at the time when I applied for the customer service position of a property management company at the Chamber of Commerce, it seemed like it just happened, but now I have transformed from an ignorant newcomer into a person with job responsibilities. Customer service employees have also become familiar with customer service work from strangers.

Many people don’t understand customer service work and think it is simple, monotonous, or even boring. It’s just about answering the phone, taking notes, and surfing the Internet when nothing happens. In fact, you need to be a qualified and competent customer service person. Personnel must have relevant professional knowledge, master certain work skills, and must have a high degree of consciousness and responsibility for work, otherwise mistakes and dereliction of duty will occur at work. Of course, I didn’t realize this at the beginning, but I realized it deeply after experiencing various challenges and hardships at work.

The following is my main work content this year

1. Handling procedures and certificates such as customer closing and decoration, as well as archiving of merchant information, files and keys, among which it is necessary to distinguish The ad area on the first and second floors and the abcd area on the third floor all belong to the government. Most of the first and second floors belong to xx, a small part belongs to commercial rudders, and some belong to private owners.

2. Be familiar with all aspects of information, including the owner, decoration unit, construction unit, etc., while keeping records, notify relevant departments and personnel for processing, track the process, and conduct a return visit after completion .

3. The production, sending and archiving of letters and documents. At present, Guide Company and Shangduo and Woolen Weaving Office have sent out single letters to rectify the disorderly placement of notices in the aisles, warm reminders, and item release slips. ﹑Familiar with how to use small project orders, large-scale decoration materials, maintenance orders, etc.

In the process of completing the above work, I learned a lot and grew a lot.

1. The hard work at work has shaped my character and improved my psychological quality. For someone who is new to property management and has little experience in property management, I will inevitably encounter various obstacles and difficulties at work. With the help of my leaders and colleagues, I have the courage to face difficulties and challenge them. , the character has further settled down. I think we should maintain a good mental outlook and working condition in front of customers. As a customer service staff, we should put professionalism and service with a smile first.

The so-called professionalism means that when you are at work, no matter how hard you have worked before, you should do your job well and fulfill your job responsibilities. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you must put your work first and always keep smiling, because you represent not only your personal image, but also the image of the company. Try your best to maintain service with a smile, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette work such as reception etiquette and telephone etiquette.

2. Realize the importance of details in work and life. Details are often underestimated or even ignored because of their "smallness". They also often make people feel cumbersome and have no time to take care of them. At the Woolen Trade Center, I deeply realized that details cannot be neglected or careless. Whether it is every line of text and punctuation when reviewing official documents, or the refinement of services emphasized by the leaders, and no dead ends in sanitation, etc., I have a profound understanding that only by going deep into the details can I get rewards. Details produce benefits, and details bring success.

3. My talents have been expanded through work and study. When I complete every job seriously and hard, I get support and affirmation in return. I remember that during the Wool Fair, in order to do a good job, our customer service department, engineering department, and security department all worked overtime for four or five days to do their jobs well. Although it is tiring, it reflects the unity spirit of our customer service center. This shows that everyone is full of passion for work. As for the computer map of the ABCD area on the first, second and third floors of the xx Trading Center, I will treat it seriously and responsibly, and do my best to complete all the work. One by one we get better.

In the second half of the year, I will work hard to correct the shortcomings in my work in the past year, continue to improve, and strengthen the work in the following aspects:

1. Strengthen the study of the basics of property management. Knowledge, improve customer service skills and psychology, and improve customer service reception procedures and etiquette.

2. Strengthen document production capabilities and expand various work skills, such as learning how to operate some new computer software, how to answer customer problems, etc.

3. Further improve your personality, increase your patience with work, 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 your abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of xx Trade Center. The cultural concepts and working atmosphere of the property management company unconsciously infect and promote me.

It allows me to learn at work, grow in learning, and determine the direction of my efforts. At this moment, my goal is to challenge myself, surpass myself, and make greater progress in my work in the new year! 2020 E-commerce Customer Service Personal Year-end Work Summary 2

Hello! Thank you very much for giving me the opportunity to work in your company. I feel extremely honored for this.

I graduated from the Polytechnic University, majoring in marketing. I started working in the e-commerce department on x, x, 2020. My current position is customer service specialist. The several-month trial period of joining the company is coming to an end. Since I started working, under the careful cultivation and guidance of the leaders of the unit, and through my continuous efforts, I have achieved great development and huge gains, whether in thinking, study or work. During this period of work and study, I gained a relatively complete understanding of the company. I have a relatively clear understanding of the company's development history and management as well as personal job responsibilities. In the process of getting familiar with the work, I also gradually understood the company's core values ??of integrity, diligence, pragmatism and innovation, adding new vitality to the company's steady development. The following is my self-assessment during the probation period, which is also a summary of my work performance.

At work, my main position is customer service specialist. At work, I strive to do my job well and improve work efficiency and work quality. In addition to doing my job well, during the preparation period for the new store and the department's development of new products, I cooperated with the data specialist and used my own advantages to help him develop a series of tables to summarize relevant data. Summarized the industry's best-selling products in the e-commerce field (), and combined its own products to optimize the title for the fourth time. On the JD.com platform, products have been imported and so on. As a pre-sales customer service, we must put customers first and try our best to meet customer requirements. During the period of learning product knowledge and mastering customer service-related skills, I strictly required myself and studied the business assiduously. With such a firm belief, I strive to become an expert. It laid a good foundation for the smooth development of my future work.

In terms of study, we must strictly demand ourselves, correct our work attitude, and combine theory with practice. Thereby improving one's own specialization and multi-purpose strengths and ideological and cultural quality, including learning to develop good living habits in life, living a fulfilling and organized life, having a rigorous attitude towards life and a good life style, being enthusiastic and generous, Be honest and trustworthy, willing to help others, have your own good principles for doing things, and be able to get along well with colleagues.

Ideologically, consciously abide by the company's rules and regulations, and insist on participating in every company training. I am required to be proactive and to care for every brick of the company. I have always devoted myself to learning and work with a rigorous attitude and positive enthusiasm. Although there are tears of success and the bitterness of failure, the increasingly fierce social competition has also made me fully Recognize the importance of becoming an excellent worker with comprehensive moral, intellectual and physical development.

Although I learned some theoretical knowledge in school during this period, this status quo cannot meet the needs of the work. In order to master the e-commerce industry and sanitary ware industry as soon as possible, I insist on coming to the company every day to learn the company system and theoretical knowledge, etc. During working hours, I learn practical operations and help with small things from my seniors. In the evening, I discuss work with my seniors. Content, I talked about the inconveniences at work, my dissatisfaction and my own shortcomings. My seniors gave me work support and spiritual encouragement. After a long period of training, overcoming and hard work, I gradually became a qualified employee.

Although it only lasted a few months, the gains gained in the process are indelible, which is inseparable from the help of the unit leaders and colleagues. I always firmly believe that no matter how bright a match is, it will only produce a small amount of light. But if you use a match to light a pile of matches, it will burst into flames. I hope to use my bright youth to ignite every guest and inspire my colleagues to contribute to our cause, make progress, and create a better tomorrow. Of course, I still have shortcomings and shortcomings in my work. I will continue to work hard and study, and I will try my best to do my best in the future. We need a spirit of transcendence in our work. I believe that through hard work, our work will get better and better.

Here, after reporting on the work and experience during the probation period, I would like to take this opportunity to formally submit a request for permanent change to the company leaders. I hope that the company leaders can make a comprehensive consideration of my work attitude, work ability and performance based on the requirements of a regular employee. I am willing to contribute all my strength to the vigorous development of the company. 2020 E-commerce Customer Service Personal Year-end Work Summary III

In 2020, under the correct guidance of the company’s leaders, and with the encouragement and help of colleagues, I was able to strictly demand myself, better integrate into the position and enhance Service awareness, in summary, I have gained a lot!

As customer service people, service awareness is one of the keys to the company. Looking back on the past year, the scene of yesterday's work is still vivid in my mind. Not only must I be able to solve problems for customers wholeheartedly and appease customers at work, but I must also be able to reflect on my work when I look back. Check and verify every detail, summarize and analyze the work experience, from how to save time to answer questions, how to improve the efficiency of answering customers, how to provide customers with comprehensive solutions, and make the work programmatic, systematic and organized as soon as possible. So as to make further progress, reach a new level, enter a new realm, and open a new chapter. In order to do a better job in the future, summarizing experience and learning lessons will definitely help you move forward.

Many people have written summaries. Maybe when they hear the word "summary", many people will think of how much work they have done. However, as a customer service staff, I feel that more often it is necessary to continue To sum up your "emotion".

To be honest, the summary feels like a stop where you can calm down to sort out your tired mood, burn good hopes, and recharge for the next part of the journey. No matter how ordinary the customer service work is, you can always accept various challenges, constantly look for the meaning and value of your work, and always remind yourself: do what you are worth doing, go your own way, and let others Let others speak.

For a customer service staff, the feeling of doing customer service work is like a person who has learned to eat chili peppers. There is only one word that makes him feel the most during the whole process: spicy. This "hotness" comes from users and from other departments within the company. If one day you have become accustomed to this smell and no longer cough due to the smell or your nose sheds tears when you touch it, it means that you are already a very experienced employee. As a full-time customer service staff, I have been constantly exploring at work, trying to find another flavor that can resolve and ablate the "spicy" flavor generated by users and other departments of the company. This is customer service emotion. manage. After all, most people need to manage, control and regulate their emotions.

After every new employee comes in, I will tell them that an excellent customer service staff only has skilled business knowledge and superb service skills. It is not enough. They must constantly improve their performance as a customer service staff. For professional psychological quality, we must learn to do boring and monotonous work vividly and learn to treat work as a kind of enjoyment. First of all, we must treat users with sincerity, treat them as relatives or friends, and sincerely provide users with effective consultation and help. This is one of the prerequisites for a happy job. Then, when providing consultation to users, you must first listen carefully to the user's problems instead of paying attention to the user's attitude first. Only in this way can you stay calm, analyze and guide them in detail, extinguish the user's emotional anger, and prevent service attitude problems. Adding fuel to the fire caused even greater complaints from users. For conflicts that arise in other departments of the company, we communicate and ask department leaders for coordination. If we really can't communicate, we tell ourselves: do what you should do.

As long as a person has a certain amount of mind and courage to bravely face and bear the consequences of his mistakes, there will be no difficulty that he cannot overcome. As the saying goes: If you know your mistakes, you can correct them, and there is no greater good. Therefore, there is no need to be depressed and avoid the mistakes you have made for a long time. "It is better to keep a broad perspective". This is the most rational choice in work and life. At the same time, it is also the best way to deal with the relationship with employees. Only in this way can the gap with colleagues be eliminated, create a relaxed atmosphere, stabilize the mood of colleagues and maintain a good service attitude.

Recalling the work process and the current overall status of the customer service center in detail, although there have been major changes with the joint efforts of all of us, there are still many shortcomings and deficiencies waiting for us to solve. Planning and revamping. First of all, there is still a big gap between the company and the industry's requirements in terms of service quality and service awareness. Regardless of success or failure, we will continue to explore and try. Only a team full of passion and vitality can enable everyone in it to actively participate in the construction of this team with the dynamic support of "sailing against the current, not advancing or retreating". I hope that every colleague in the customer service team can maintain the spirit of learning. Mentality, be more energetic, creative and calm in the customer service industry. 2020 E-commerce Customer Service Personal Year-end Work Summary 4

Unknowingly, the xx flagship store has been in operation for half a year, starting from the initial product planning and brand positioning. The team structure during the period and the strategic planning in the later period were not easy. The main reason is that there are few talents in small cities and it is difficult to recruit suitable positions.

Product planning experience, product design should integrate the brand’s existing resources to make overall planning and then break it down to specific aspects. The overall plan is divided into: regular models (common people) canned series (office people) gift box series (gifts to elders and leaders during holidays) customized limited editions (special groups). Once the product is determined, it can be selected according to market competitors and Taobao's hot-selling index. Determine your pricing structure. Each product series presents buyers with different vision, price sensitivity, and selling points, so the main image and product details must be created according to the characteristics of the product.

Brand positioning: Determine the entire product line, so as to position the brand. A brand is composed of hot products. Just like Apple's product line, look at iPhone, iPad, Mac, and iPod. Which one is not focused on making it a hit? Therefore, small and medium-sized sellers should not pay too much attention to the brand in the early stage. After all, if the sales volume is good, making money is the last word. But from the perspective of overall planning, this link cannot be ignored. In order to deeply imprint the brand in the hearts of buyers, we must deploy all aspects of the store, such as: brand culture, brand responsibility, the most important Brand logo, can your logo be clear to consumers at a glance, and can it be remembered by old customers? These all need to start with details such as the main product image, store decoration, packaging design, customer service skills, promotional leaflets (after-sales service card), etc. I think it is the details that win repeat customers. Another important thing is slogan, which is commonly known as "slogan" in Chinese. As an xx seller, you will never stop saying it without saying it, but at the very least, you should let buyers know what line of work you are in and what exactly you do in the breakdown. something. Optimize word by word, and launch new products according to the development of enterprises at different stages!

Team structure: Customer service: Once the general direction is firmly grasped, it’s time to move forward step by step. The core of the team must be customer service. Why is it so hard to find good customer service? This is a question that I have always been confused about before. In fact, I later discovered that no matter how good a customer service is, it takes time to hone. From product knowledge training, communication skills, typing speed, service attitude, slowly and step by step assessment, Only when you have laid a solid foundation can you, as a shopkeeper, evaluate KPIs and conversion rates. Because at a similar starting point, the customer service conversion rate is a comparison of the customer service's personalized service and service tracking. Special mention needs to be made here of "after-sales customer service". Not every customer service is qualified for this role. They face some troubles every day, such as: "product quality", "lost parts, missed shipments", "invoice incidents", etc. The emergence of these problems and their response measures need to be prepared in advance by after-sales customer service. How to alleviate the "microcomputer" and reduce the incident to a major event. To reduce the minor matter, the after-sales customer service needs to learn Taobao rules, product quality supervision feedback, handling methods, etc. .

Design: Design is the competitiveness of e-commerce. This is a trend in the future. It is a position that not only large sellers but also small and medium-sized sellers must pay attention to. Why do you say this? What do you think about the buyer’s shopping path? What is the first impression you make on buyers? Most of them search for items from xx and click to enter the store after seeing the main image. Can it inspire buyers to click and take a look? It doesn’t mean that the design needs to beautify the image like in a science fiction movie, but it needs to distinguish your selling point from the main image of other products; to achieve the effect of being eye-catching and clickable, only after the buyer comes to view the item. Only then can purchasing behavior be generated, and more products can be exposed in front of buyers' screens in a point-to-point manner. Therefore, the shopkeeper must clearly tell the designer what the selling points of our products are, and what are the recent promotion methods that are different from others? The details of the product are just like the main picture. Explore the selling points, think about what the customers think, and eliminate their doubts. Finally, show the brand culture and appropriate related products. A good shopping page experience is also the key to closing the deal.

Finance: Maybe the position of small and medium-sized sellers is still unfamiliar. Now in the seller center, you can basically see the sales volume every day, but you must pay attention to the sensitive aspects of a store. The finance of a store When it comes to accounting for water and electricity personnel costs, advertising costs, and logistics costs, only by ensuring detailed reports for each expenditure and income link can we effectively control the cost budget and determine the goals for the next month. Each team will work towards the goals together, and based on the data Use feedback to discover problems, find the root of the problem, optimize, and slowly grow the store.

Property management: In charge of delivery. The most important thing for this industry is to be responsible. That is to say, there are too many things to take care of, from the orders introduced by the front desk customer service to the picking and packaging of items. Managing procurement, and next month's estimated procurement report, etc., this position is a hard job, but if you know how to arrange and make flexible adjustments, it is a relatively easy position.

The last thing I want to say is the strategic deployment of the leadership. Starting from the overall market environment, having an insight into the trends of the entire industry, and down to the details that are the key to success or failure, all require a sensitive sense of smell and quick execution. The management of a team, from job assessment to humanistic care, are all things that leaders need to worry about. I suggest that the shopkeepers take two hours every night to study such things as: "Seller Magazine", "E-commerce Elite Series Tutorials" Online Merchant Online Alibaba Academy Use newspapers, magazines and websites, and communicate and share more with other sellers. Even if some opinions are not necessarily correct, at least the seniors will point them out for you, so that you can also gain some experience and avoid detours. Finally, I would like to remind all sellers like me (people suffering from spondylosis) to arrange their time reasonably, exercise more, and combine work and rest. If you have a healthy body, are you afraid that the revolution will not succeed?