Personal work summary of customer service department

1. Personal Work Summary of Customer Service Department

The company's customer service department was formally established on June 20XX 1 day. Under the correct leadership and guidance of the company's leaders, our department has made full efforts and actively cooperated with all branches in line with the principle of "serving the company, serving customers and serving employees". All the staff of the department carry forward the spirit of not being afraid of hardship and fatigue, unite as one, brainstorm and make some achievements. The work in 20XX years is summarized as follows:

1. Service management

(A) to carry out service skills exchange, evaluation of service brand star.

In order to further provide a service exchange platform with business skills and sales skills for service brand spokespersons, and encourage sales talents with outstanding service skills to stand out and set a benchmark, our department has carried out a skill exchange meeting for service brand spokespersons. Through the on-site skills display of new and old service brand spokespersons, on-site reception and operational test of adaptability, and through the combination of daily assessment results and assessment results of the exchange meeting, two secondary service brands and eight primary service brands have been evaluated. At the same time, make and post service star walls in all branches to publicize the power of role models and show the elegance of service stars in five-star department stores.

(B) the establishment of "early service buses" to share the sale of "golden keys."

The brand-new broadcasting service publicity column planned by the department-"Service Early Bus" was officially launched in July and updated once a week. The first column specially invited General Manager Tang to record the program and send a message to the staff. Each issue invites two outstanding front-line employees and sales experts to share their experience in sales skills, member maintenance, store management and other services in the form of interviews. Before large-scale promotion activities, record the passion and confidence of employees in "preparing for war" through on-site interviews; After the promotion, praise the counters and individuals with outstanding sales performance. Broadcast *** 18, including 2 live interviews. Through listening and learning, employees have formed a good atmosphere of learning, competition and catching up on the floor, and the early bus column will be constantly updated and upgraded, striving to share more exquisite sales experience and perfect service skills among employees.

(3) Gratitude, giving back to social services and entering the community.

In order to deeply practice touching service, five-star department store takes "grateful society" as the starting point, and promotes corporate culture by promoting convenient service, recruiting members and grateful promotion. In the early stage of the activity, I visited communities such as Liuji, Liugong, Liuwei, Changhong and Wuling. , and after comprehensive consideration of community maturity, residents' age, convenient transportation, passenger flow and other factors, decided to enter the Fulijia community in Hexi as the first stop. On the day of the event, we not only provided customers with very affordable and practical goods, but also enjoyed free convenience service and charity sale goods. Luo Guilan, a service brand, displayed the skills of silk scarves and flowers at the event site, which boosted the popularity of the event site. On that day, the sales volume was nearly 20,000 yuan, and 37 new membership cards were issued. Next, we will go into universities and military units to further enhance the popularity, reputation and influence of five-star department stores among citizens, better serve community residents and expand the demonstration effect of five-star department stores.

(d) Establish a "Family Committee" shopping group to expand new channels for service sales.

In order to further promote the sales performance of Five-Star Department Store and seize the resources of all parties, our department organized employees of Five-Star Department Store 15 who are members of the Family Committee of their children's schools to set up a "Family Committee Service Team". This paper discusses how to publicize the service of our five-star department store and broaden the sales channels. * * * Put forward 13 rationalization suggestions, including providing the school with goods called five-star department stores; Organize students to walk into the community with their parents and provide convenient services and other parent-child interaction activities. We also established the WeChat group of the Family Commission. Strive to use this as a platform, give full play to the members' insinuation ability in school activities and the propaganda role of WeChat group, and publicize the five-star corporate culture and good reputation.

2. Member management

(1) Add a "experience card" for members to enrich their privileges.

1), in order to let customers better "experience" the function of the loyalty card and the convenience of using the promotion voucher. At the suggestion of the company's leaders, our department set up a new "experience card", designed the card face, wrote the card instructions for the experience card, and added the QR code of five-star department store.

2) In order to enrich the redemption of bonus cards and give VIP customers more choices, based on the analysis and integration, we chose more practical and exquisite gifts such as automobile decoration products, warm-keeping series and cartoon series according to customers' preferences.

(B) innovative ideas, strong cooperation resources * * * to benefit "citizens."

Based on the principle of mutual benefit and resource sharing, the company's customer service department expanded horizontal alliances and enriched the use of membership cards of five-star department stores, and held talks with horizontal alliance units such as Happy Bar, house2, XX Cinema, XX Meishe, Cinema and KTV. So far, it has been successful and happy. Sperry Dry Cleaner, Paradise Umbrella and Selena signed a long-term cooperation agreement, and reached a long-term cooperation with Liuzhou Citizen Card, which was free of charge and enjoyed preferential discounts when purchasing goods.

(C) to carry out innovative service highlights of member salons

1), cooperated with Wuxing Music City Mall to carry out "Pink Love" breast milk donation and charm classroom activities. The department is mainly responsible for member invitation and unified invitation. On the same day, we did a good job in the on-site sign-in and reception of the charm class. More than 65,438+000 members were invited to participate in the donation ceremony, and then the members who participated in the charm class far exceeded expectations, which greatly enhanced the popularity of Lehe that day and promoted sales.

2) In the exclusive activities of svip, we specially invited 1 1 member 1 1.8 birthday cards and diamond cards to participate in the flag-raising ceremony held in five-star for 20 years. * * * Sing birthday songs together, give birthday presents and create a warm scene. On the day of the activity, we launched 10. Do everything possible to help customers solve any problems. "Don't worry about not buying it, we will help you deliver the goods!" "Enjoy exclusive distribution service, and deliver the goods to customers in need in two phases on the same day, with a total of 16 goods delivered to Luo Rong as much as possible; The green channel service received by VIP also played a role; Fast parking shopping service, leading all parking spaces to customers on the same day to facilitate customers to park; The reservation of queuing-free service in the catering center also worries employees. The "Golden Ribbon" team once again surprised customers in the year-end promotion in June 5438+February, and left a good impression on customers with more proactive and caring services and the expansion of service scope. We strive to build the "Golden Ribbon" team into a normalized brand image of a five-star department store.

3. Commodity quality management and standardized management of employees

(a) to become the first batch of "123 15 consumer dispute enterprise through train" member units.

In order to better help consumers to protect their rights, Liuzhou Industrial and Commercial Bureau has established the system of "123 15 through train for consumer disputes", which directly transfers the consumer complaints accepted by 123 15 to relevant enterprises, and the enterprises will take the initiative to solve the disputes. In September, the company officially accepted the plaque of "member unit of consumer dispute enterprise through train".

(two) three stores to declare the price credit rating units in the autonomous region.

In order to declare the price credit rating units in the autonomous region, improve the company's price credit construction system, improve employees' awareness of price credit, and standardize the price credit order. In February, 65438, it successfully passed the examination of the declaration by the Municipal Price Bureau, and was recommended by the Municipal Bureau as a formal credit rating unit. Since the establishment of customer service department, three stores of five-star department store have been specially inspected for commodity prices for five times, and the problems existing in commodity quotation, commodity quality and safety standards have been rectified in time. At the same time, strengthen management measures to ensure the safety and reliability of commodity quality and safeguard the legitimate business rights and interests of enterprises. In addition, supplementary management regulations are issued for supplier qualifications, and supervision and management are strengthened through credit review, monitoring review, commodity quality spot check and joint inspection.

(3) standardize employee behavior, increase income, reduce costs and improve efficiency.

In order to prevent abnormal points and privately split the sales amount, lottery, gifts, bank card preferential resources and so on are collected. And use the priority payment before going to work to get bank card relief. The customer service department has formulated relevant regulations to strengthen the education of employees, cooperate with the business data department to track the integral trend of membership cards in time through ERP system every week, do special and normal inspections, and timely feedback and check abnormal situations. On June 5438+February, * * * checked more than 30 abnormal points cards, and cleared 7627 points, and the points were credited to more than 600 yuan. Since the establishment of the 20XX department in June, the customer service department has reorganized the gifts in charge of the loyalty card department, and compared the prices while enriching the members' gifts. At the same time, it also opened horizontal alliance units such as restaurants and banks to provide services to them at preferential settlement prices. When producing all kinds of cards, actively contact with the original production unit, cancel the intermediate link, and save the production cost. For the whole year of 20XX, the expenses for birthday gifts of members, redemption gifts of loyalty cards and making loyalty cards are *.

4. Group buying business

Maintain business relations with many units throughout the year, and achieve the goal of gross profit 10.5 million by10. Card sales were 34.35 million yuan, and merchandise sales were13.663 million yuan.

Since the establishment of the department for half a year, although it has made some achievements, it has been affirmed and praised by the leaders. However, there are still some problems, such as the integrated analysis of member information and the maintenance of member normality, which still need to be strengthened; The cohesion, combat effectiveness and innovation of department employees also need to be continuously improved. In 20XX, as the company's customer service department, we should not only control the quality of goods, but also constantly enrich the service content, innovate the service highlights, improve the service quality, play the "emotional card" of "characteristic service", strive to be a good member and build a beautiful blueprint for the company's "member marketing"!

2. Personal work summary of customer service department

When the season began to enter the hot summer, the work of our customer service department in the first half of the year also came to an end. With the support of the company's leaders and departments, the customer service department completed all the work in the first half of the year and achieved certain results. Looking back on the work in the past six months, we have mainly done the following work:

1. Fine management

Claim plays an important role in insurance business, which is not only related to the economic benefits and development of insurance companies themselves, but also affects the exertion of insurance functions and the realization of social benefits, and plays a positive role in ensuring social stability and people's lives. Therefore, in claim management, we earnestly perform our duties and study relevant theories and regulations in combination with our respective work and division of labor. With the deepening of the company's "fine", "fine" and "micro" management, a series of rules and regulations of this department have been formulated, with posts going to people, responsibilities going to people, rewards and punishments going to people. In the claim data management, strict implementation ensures the authenticity, consistency, correctness, timeliness and standardization of the data, and makes the claim management meet the requirements of the superior company.

2 work standardization

We adhere to the principle of seeking truth from facts, "prompt, timely, accurate and reasonable", pay close attention to improving the quality of claims settlement and disaster prevention and loss prevention, and pay attention to high standards and strict requirements in our work. First of all, start with grasping the investigation rate of the first scene. As long as you receive the report, no matter the size of the accident, no matter day or night, always insist on rushing to the first site, master the first-hand information, and strictly follow the fast payment process to provide customers with the convenience they can. Adhere to two-person survey, two-person damage assessment and compensation, and continuously improve service quality; Adhere to the 24-hour duty system, actively participate in the construction of "three centers", and further improve the service level; Strengthen evaluation; Actively do a good job in disaster prevention and loss prevention, timely draw up the work plan for disaster prevention and loss prevention of major customers, the safety inspection methods for flood control in summer, and the safety inspection methods for fire prevention and explosion prevention in winter, always grasp them, intervene in advance, enhance the risk prevention ability, and receive good social effects. We pay close attention to claims management, speed up claims, strengthen team building, improve service level, improve service image, effectively squeeze claims, achieve effective claims, and better complete various claims indicators.

3. Service standardization

The competition in the insurance market is nothing more than price competition, brand competition and service competition, and service competition plays a very important role in the insurance market competition. As the customer service department, the service quality is directly related to the development and survival of the company. Therefore, our department puts claims service in an important position. Organize everyone to learn, fully understand the importance of customer service, do a good job in customer service, establish and improve service systems and measures, and standardize service behavior. See the spirit for details. For example, when customers come to handle business anytime and anywhere, we can provide thoughtful service; If you can do your business well once, you won't let your customers run twice. Every time a case is settled, the insured will be notified by telephone in time to collect the money. Over the past six months, we have continuously improved our work style, improved service quality and customer satisfaction, and completed our work dutifully.

In July, the rising temperature symbolizes that the working level of PICC is changing, improving day by day, which is gratifying and exciting. Yes, achievements represent the past, and brilliance casts the future. In the future, we should strengthen our study, strive to improve our business skills, unite sincerely, work hard and work hard to ensure the smooth completion of our annual goals. I sincerely wish our people's insurance business is thriving and our company is bigger and stronger.

3. Personal work summary of customer service department

This year, under the correct leadership of the head office and the property system center, the customer service mechanism has been gradually improved, the service quality has been improved, the customer complaints have been reduced, and the coordination ability has been enhanced.

1. Property publicity work

(1) Hold several blackboard newspapers and briefing sessions on New Year's Day, Spring Festival, Labor Day, 60th anniversary, and the fight against H1N1 in family areas to strengthen contact and communication with customers at home and abroad.

(two) in case of important circumstances, post a "warm reminder".

(3) Start school in winter and summer vacations and write "Welcome the New Year".

2. Implement the requirements of "Quality Year" of the head office.

Formulate "Quality Service Plan" and "Ping An Red May Service Plan", submit and assist the property management center to implement, and promote quality service. Make the "Jiaotong University Property Safety Quality Service Card" and distribute it to the faculty. Draw up the brand of "first time, first service, 62652778" and stick it in each building to facilitate customers to contact the service.

3. Assist the energy center to save water and electricity.

Draw up a proposal for saving water and electricity, put a publicity board in the main building, draw up a reminder for saving electricity, and post a sign for saving water and electricity upstairs.

4. Quality management

(a) insist on 0-2 times a month 65438+ property quality cross-inspection, notification, the implementation of rectification work.

(two) to the property work site inspection work every week, found unqualified timely notify the department to improve.

(three) actively implement the night shift and weekend management personnel work inspection system.

(4) Prompt the center leaders and department managers of the weak links in quality work in time.

5. Training work

(1) In view of the new version of Chongqing Property Management Regulations, two trainings were conducted for managers above the supervisor level.

(2) According to the new quality management standard GB/T 1900 1-20xx, the managers and quality administrators above the supervisor level were trained twice.

(three) once a month to put forward specific requirements for the training of various departments.

6. Document revision

According to the requirements of iso quality management, documents such as Management Measures for Material Purchase and Storage in Property Management Center and Work Inspection System of Property Management Center have been added, and some departmental management documents have been added or deleted.

7. Property communication

(1) Call the customer for consultation every few weeks.

(2) Hold the "165438+ 10/8 Property Customer Service Reception Day of Logistics Corporation" to solicit the opinions and suggestions of the owners in their families' areas on property services and answer their inquiries. Issue "Jiaotong University Property Safety Quality Service Card".

(three) to keep the customer service hotline open for 24 hours, and to handle customers' help at any time.

(4) Seriously handle customer complaints.

To sum up, the effectiveness of customer service is reflected in the network system with property services, so as to achieve internal work linkage, internal and external information exchange, consulting information answering, and handling problems reflected by customers. Customers have a sense of trust and dependence on customer service.

Disadvantages: the customer service department has no fixed staff except the manager, so it is difficult to form a stable customer service framework and the internal management system is not straightened out. The customer service department does not implement the problems and related requirements found in the work inspection.