2022 Mobile Customer Service Year-end Work Summary 1000 Word Series 4 Articles

Time flies and we continue to grow in our busy work. We need to start collecting and sorting out annual summary materials for relevant positions. Excellent people attach great importance to the annual work summary. When was the last time you wrote a job description? After sorting it out, I present to you the year-end work summary of mobile customer service. I hope you will pay more attention to the updates of this website. Mobile Customer Service Year-end Work Summary Part 1

In the following working days, I will strengthen my business knowledge so that I will not be silent and make mistakes when answering customers' questions. We must also do various service tasks, make preparations for monthly inspections, do our jobs well, and strive to complete the tasks assigned by superiors.

It is understood that as China moves towards an information-based society today, it can not only meet people's real needs for language communication, but also meet people's needs for entertainment, leisure, business, learning and more. Working at the front desk of the Mobile Industry Department, welcoming users, conducting transactions, coordinating relationships, resolving conflicts, making inquiries, accepting complaints, etc. also plays an important role. I clearly realize that it is not easy to become a qualified trader. This requires us traders not only to have solid trading skills, but also to understand the needs of customers, feedback information to the company in a timely manner, and provide information according to customer needs. , to satisfy their higher-level needs. In order to adapt to the increasingly fierce competition, the company must launch a service and business-leading strategy, carry out various characteristic activities, and establish various characteristic services. Strengthen experience exchanges with other advanced enterprises or excellent service windows, and organize employees to visit, study and compare with other service industry windows from time to time.

Through travel, we learn to discover our own shortcomings and promote the continuous improvement of our business window service level. In addition, we will increase the training of employees' self-directed business skills and etiquette standards to help improve the collective level of the team. Strengthen customer care, carry out various friendly services at the business window, strengthen the creation of user profiles for complaining users, and continue to improve the return visit and care system for such users, so that customers can have a deeper sense of the high-quality services at the window. At the same time, we continue to carry out activities such as customer satisfaction checks or customer evaluations on a regular basis to allow customers to participate in our service management. To achieve the service purpose of Qiwei: "Pursue customer satisfaction and serve customers as they wish." It is also necessary to optimize planning strategies and deal with unsatisfactory marketing plans. Summarize experience and lessons learned, solve competitive problems with competitors in the process of management optimization, and cooperate to maintain good market order to lay a solid foundation for "being a world-class trustworthy enterprise".

Being able to join China Mobile is my luck, and it is also an opportunity in my life. I am deeply grateful to China Mobile for providing me with such an opportunity. The company has given me an opportunity to express myself, and I need What we do is to contribute our own strength on this stage and create our own elegance. A good start is half the battle. I searched for him thousands of times, but suddenly I saw that person in the dim light. Faced with such a great opportunity, how could I not try my best?

In this era of fierce competition, the pace of progress cannot be relaxed. Not only me but all of us should have the confidence to live up to the expectations of the movement. Although the burden on our shoulders is heavy, We must also be pragmatic, seek on-the-ground work, and make our due contribution to the company's "becoming a national first-class trustworthy enterprise" along the way. Mobile Customer Service Year-end Work Summary Part 2

Time flies, and in the blink of an eye, I have been working for a mobile company for a period of time. I feel a lot and have achieved a lot. The new environment, new leadership, and new position are a good opportunity for me to make a career, and it is also a good opportunity to exercise and improve my abilities in all aspects. When I first started working in the trading room, I felt a working atmosphere that was exuberant, progressive, and warm as a spring breeze, and felt the enthusiasm, perseverance, and dedication of my colleagues. It was under their inspiration and influence that I began to study business knowledge seriously and practice my service skills in a down-to-earth manner. I learn business bit by bit, integrate my soul bit by bit, and make progress bit by bit in my work. I continue to strengthen my beliefs and pursuits. Here, I would like to express my special thanks to my leaders and colleagues for their great efforts. Approval, care and rescue. This enables me to quickly adapt to the company's management and behavioral procedures and strive to do my job well.

Since entering the company, I have carefully understood the company's development profile and corporate culture, understood the company's rules and regulations, and became familiar with some relevant business knowledge of the company to systematically operate...

In these few years During the month, I worked seriously, diligently, and completed the tasks assigned by my superiors on time and well. A journey of a thousand miles begins with a single step. I learn from small things and start from scratch. During this time, I finally learned the basic requirements and service etiquette as a service marketing representative. When it comes to experience, what I feel most deeply is the service. A good service attitude can give customers a warm feeling. In the trading room, we must try our best to satisfy every customer in the trading room. If customers are satisfied, revenue will naturally increase. I remember that when I first started working, I was not very fond of fun. The manager praised me and said that your smile is very cute. You should smile more, so that you will look more energetic. She taught me that working attitude is very important, and I should always stand and be number one. The working attitude is ultimately enthusiasm, and the way to express enthusiasm is to smile. I must keep a sweet smile when facing customers. In order to make my smile more friendly and natural, I practice smiling in front of the mirror when I have time until I get what I want.

Yes, a cordial greeting, a sweet smile, and a trivial matter can shorten the distance between customers and us. In my work, I adhere to the management concept of "communication starts from the heart", warmly and sincerely welcome every customer, so that they can enjoy our excellent and efficient services honestly and truly. I can take all the confused inquiries from customers seriously every day, keep in mind the service slogan of "The user is always right, the user is God", and use the same sincere smile and the same patient explanation to eliminate customer misunderstandings. and anger, let the tears of surrender flow in the heart, and dedicate a sincere smile to the customers.

I remember one time, a customer came in angrily and started swearing as soon as he entered. Faced with such an angry customer, I can only face it with a smile, ask the customer to sit down, and listen patiently to the customer's complaint. While patiently explaining my confusion to the customer, I checked the detailed bill of dialogue fee with the customer. The confusion was finally solved. It turned out that the customer had already subscribed to the ring tone, but because he had not canceled it, a monthly fee of 5 yuan was deducted every month. However, his basic account was no longer enough to deduct the 5 yuan monthly rent, so although the bonus account was another Rich but unable to make a phone call. When I explained it clearly to the customer and asked for their opinions to recharge the ringtone first and then cancel the ring tone, the customer not only lost the rudeness when he came in, but said to me with shame, "I'm so kind, I sounded a little harsh just now. I have a bad attitude, but you warmly welcomed my misunderstanding and explained it to me patiently. Well, the service attitude of the mobile company is quite good!” After listening to this, I finally understood the two terms of “service”. I know how to face customers and how to do a good job in my future work... That is "treat people with sincerity and be pragmatic and truth-seeking!"

But for today's work, I I have just stepped into the threshold, but there are still many shortcomings and a lot to learn. Therefore, in the future work, I will continue to give full play to my strengths and excellent work style, start from myself, and continue to improve. Service awareness and level must pay more attention to learning business knowledge, practice and accumulation, practice service skills diligently, and at the same time carefully listen to various opinions and suggestions, and continue to apply the knowledge they have learned into practice, which is only done mechanically. At work, we must adopt a different way of thinking, and through our own struggle and efforts, we can show our cheerful, enthusiastic, confident and tenacious side to our customers and colleagues: find our own position in our work and realize ourselves in our struggle. value and shape one's own image in progress. I like to see customers’ expectations and satisfaction, and I like to see the sense of accomplishment that customers gain from unexpected gains due to our suggestions. However, I have regrets about problems that I cannot solve because my business knowledge is not deep enough and my experience is not enough. I also have to accept the vent of dissatisfaction from customers when they fail to achieve their goals... However, exchanging sincere service for customers' true feelings and trust makes me I feel that the work is colorful and rich, and it also improves my overall quality.

In addition, it is particularly important to have a sense of teamwork in the modern work environment. Effective team work can improve work effectiveness. After joining the big family of China Mobile, I deeply felt the energetic atmosphere of my colleagues, learned how to get along with others, and cultivate good interpersonal relationships. In learning, take the initiative, learn, and then know what is not enough, and then know what is not enough and then be able to reflect on yourself.

Don’t be ashamed to ask questions, ask for advice humbly, take the strengths of others and make up for your own shortcomings. I feel very grateful for the admiration, care, guidance and help from my leaders and colleagues who tolerated my mistakes as much as possible. Entering such a learning group makes me more motivated. Mobile customer service year-end work summary 3

The XX year has passed, and we are ushering in the new XX year. Although the XX year is already in the past tense, everything feels like it happened yesterday. Same, we are doing the same work and saying the same words every day, but it seems that at the end of the year, there is only a little gain. I often recall such words in my ears: "Work hard to do a good job in our service and marketing. Since If you choose a job in a mobile company, you must do it well." In fact, we deal with different people every day, and there are all kinds of people, including of course some customers who are also in the service industry. They all said the same thing, that is, the current service industry is not easy to do? But we We cannot be swayed in our thinking just because of someone else's words. We firmly believe that we can do a good job.

During the evening shift meeting today, I suddenly heard the manager of the business hall tell us that the results of the unannounced visit in the last month of December of XX last year turned out to be the worst news we have ever heard. It is the benchmark image of all business halls in Hubei Province. As long as someone mentions the Communication Plaza business hall, no one will give a thumbs up and praise it. But why has it reached this point today? What is the reason for our appearance? What about this situation? For those of us who have been working in mobile companies for a long time, this is an unprecedented achievement. Is it because we don’t do service and marketing seriously at work? Or are we lacking in work? Is communication or lack of cooperation between each other? Suddenly I feel that there are too many question marks in my brain, and I don’t know where to start?

I feel that during the last year, our thoughts were still at the forefront. At the beginning, I did not improve my work level and ability under my own circumstances, although I have been working diligently in my job. Do everything well, but sometimes you feel that the burden on your shoulders is a bit heavy, but you still have to try your best to do everything well. You cannot take it lightly. You must learn from books, learn from colleagues who perform well around you, and improve your plans. Fan -_ collected and organized for you ^% The spirit of mutual unity, whether at work or in life, we must learn from each other and work together to complete our work. As the shift leader, we must also take the lead, not only to help The duty manager manages the people in his class well, and also learns from all the people in his class, exchanges experiences with each other, and exchanges all the knowledge he knows, or there are some problems we have not encountered before. Yes, you can also communicate with the sales staff, and also let everyone improve their ability to deal with problems, instead of raising their hands and asking questions whenever they encounter problems. , so we must cooperate well.

Now everyone is focusing on the development of their own tasks, forgetting all about the services we have been emphasizing before. The new employees lack practical experience and do not have basic services. There may be some emergencies after training, but as an experienced salesperson, they should take the initiative to help and remind them how to do it during the service process, instead of letting them do whatever they want.

When you are not busy, you can sit down and exchange experiences with each other instead of just sitting together and chatting. You should learn how to solve the problems that arise at work every day instead of blindly relying on others to help solve them. In the past We may not be very serious about our work during the year, as if we are perfunctory every day. Sometimes when sleeping, we think about whether our daily work is worthy of ourselves. Is it that the current service is really difficult to provide? Or are we not doing it seriously?

It won’t help to say this now. We must work hard to do our job from now on, pick up all the things we have thrown away before, and get off to a good start. When the Chinese New Year is approaching, we must fight a good fight, achieve good results in January of XX, and live a happy New Year, so that we can be worthy of our work and don't let our leaders down. We must let everyone affirm that the strength of Communication Plaza still exists and can be learned and recognized by others! I hope that all of us will work hard. Service and marketing are not done by the strength of one person, but by everyone* ** We work hard together to do a good job. We are a big family and a whole team. I hope we ourselves must work hard to achieve it. Believe that we are the best! Mobile customer service year-end work summary 4

In 20xx, under the correct leadership of the company, with the full support of all departments, and with the *** of all colleagues in the business hall, the xxxxxxx business hall With joint efforts, we have continued to innovate and actively explore, and have achieved certain results. We will now briefly summarize the work this year.

1. Completion of KPI indicators

1. Account opening

As of December 3, 20xx, a total of 2,205 new accounts have been opened, including 1,633 ordinary accounts. There are 533 households with data cards and 39 households with broadband accounts.

Ordinary front desk account openings are higher in January and February, but the data in July, August and September are low or 0 due to the impact of decoration.

In accordance with the requirements of the county company, on the premise that the first batch of broadband acceptance agents in our county branch have been established and have a certain influence, broadband acceptance in the business hall has been resumed. Since October, the business hall has resumed broadband acceptance. After the renovation and move back, a total of 39 households have been installed with broadband.

2. Marketing activities

According to the deployment of the installation company, complete a total of 9 major marketing monthly activities:

1. Mobile marketing Activities

2. 56 wireless landline *** accepted

3. 713 high-value households and 72 group households

4. 731 households held a good start

5. Points exchange activities;

6. The group paid for marketing activities for 390 households, and the group paid for 417 households on a monthly basis

7. Package upgrades for 70 households (Affected by the decoration of the business hall, data for the three months of July, August, and September are partially missing)

8. 23 mid- to high-end households received complimentary phone calls due to changes

8. Value retention, experience traffic increase, Complete all orders issued by the company.

As of December 3, a total of 854 mobile phone contracts had been completed, completing an average of 30% of the assessment indicators issued by the county branch. January was relatively high, and data in February, March, and June were acceptable; other months were not ideal.

Other marketing activities such as high-value retention, group mid-to-high-end retention, and centralized management of good start activities have a greater impact on customers, and the acceptance volume is also large, basically completing the company's planned targets. Activities such as change retention were affected by the target customer group and failed to fully mobilize the enthusiasm of sales staff, resulting in unsatisfactory management results.

In order to retain customer value and complete the hard targets issued by the group company, according to the deployment of the county branch, the front desk staff was organized to work overtime to complete the work of increasing customer flow. However, due to the company's change in piecework, everyone's of huge complaints and dissatisfaction, conveying the company’s spirit in a timely manner and appeasing everyone’s emotions.

3. Business hall team construction

A team is a collection of people formed according to certain rules to complete specific tasks and achieve specific missions. It is the cell of the enterprise and directly affects the health of the company; it is the window of the enterprise and directly affects the company's image; it is the foothold of all work and directly affects the realization of the company's goals.

As a team and a team, inspired by the slogan of "service as the axis and responsibility; teamwork and striving for advancement", we take service as the main content of our work and do a good job Service is the centerpiece of our work and we have the courage to assume responsibilities at work. Carrying forward the spirit of teamwork and staying together through thick and thin, our team members are required to have a sense of collective honor and strive to be advanced individuals by actively completing various KPI indicators issued by the company.

In order to strive to be an excellent team, we all have this belief: only by working hard can we be qualified; only by working hard can we be outstanding. The same belief requires that members should not just seek to be qualified and mediocre in their work, but should work hard and pursue excellence and excellence.

4. Service improvement

Continue to love my family and keep working, and create an atmosphere of "Thank you for having you, 10 points of satisfaction in mobile" in the business hall, so that the salespersons can work in the business hall Alarm bells are always ringing. Since the launch of the activity, the effect has been remarkable and it has been recognized by the majority of customers. The service awareness of the sales staff has also been greatly improved on the original basis. The relative waiting time has been shortened, the enthusiasm of salespersons for service has been stimulated, and the original intention of the special event has been basically realized.

Service star evaluation, in order to enhance everyone's service awareness, service star evaluation is conducted every month, using indicators such as whether there are service complaints, 10086700 response rate and full response rate as assessment items. Ensure that everyone is alert in real time to do a good job in service

Complaint handling work, assist the service supervisor in handling complaints with the Yulan Road Business Office on odd and bi-monthly basis. Organize front desk salespeople to handle work orders generated by the complaint system, channelize and appease everyone's emotions affected by customer dissatisfaction and complaints, and ensure that the front desk work is not affected while handling complaints.

IV. Shortcomings in the work

Although we have achieved certain results, there are still many shortcomings in the work:

1. Some key indicators There is a big gap with the company's assessment requirements, such as mobile marketing activities, customer retention, etc.

2. The service quality is not stable enough. Although sometimes we can achieve good results in undercover visits and can be recognized by most customers, when there are many external factors that interfere with our The service will be degraded.

3. Communication with employees is not smooth enough. Although our employees can work actively in most cases, sometimes they ignore the emotions of some employees and fail to communicate in a timely manner.

4. There are still some difficult work orders in the complaint handling work that are not detailed enough, resulting in low quality inspection scores. There is even a work order for habitual complaints from customers, because the final order quality was not settled according to the company's specifications. The check score is 0.

5. Ideas for the next step of work

Although we have achieved certain results, we know that services are endless, the market means competition, and customers have more and more choices. With the advent of the era of full-service operations, homogeneous competition has become more obvious. In this sense, we have only taken the first step and are just a starting point. There is still more work that we need to do.

1. Service is king. The communications industry itself is a service industry. If we want to retain customers, it is not enough to have a good network and reasonable tariffs. The company provides us with hard power, and we rely on ourselves for soft power. Service starts from scratch. Communication starts from the heart, satisfactory service starts from me, and the slogan of 10 points of satisfaction in mobile is implemented.

2. Cultivate employees’ marketing skills, conduct terminal marketing activities, and increase sales.

3. Carry out data marketing activities. Adapt to the company's transformation from voice services to data services. Customers who come to the hall to handle mobile phone activities and customers who come to the hall to replenish their cards with 4G phones are required to proactively recommend integrated tariff and data package services to customers. We are required to replenish 4G cards for customers and enable customers to experience 4G while opening 4G services. speed.

4. Pay attention to the mentality of the front desk salesperson in a timely manner, give full play to the role of upward communication, appease everyone's slackness caused by various dissatisfactions, and use the company's piece-rate tool to encourage everyone to do their jobs well.