5 summaries of hotline operators' work

Work summary is not a formalism that stays on paper, but a profound self-criticism to cope with the past and make due efforts for self-improvement. The following is a summary of the work of the hotline operator I brought to you, hoping to help you!

Hotline Operator 1 Work Summary

_ year is coming to an end. This year, under the correct guidance of the station leader and the section chief, I learned a lot of knowledge and accumulated some work experience. With the support and mutual help of my colleagues, I keep exploring, discovering problems, improving and improving, and improving my work efficiency.

Looking back on this busy year, I have paid and gained. Now I will report my work for 20__ years as follows:

First, in the first half of the year, under the guidance of the four-word policy of "integration, learning, change and promotion" put forward by General Manager Zhang, both departmental work and personal work are changing.

First of all, sort out work ideas and sum up experience. As the leader of the team culture group, I didn't have a clue at first. I can't find the key points in my work, whether it's blackboard newspaper, departmental information or passenger forum. After a period of exploration, I sorted out my work ideas and slowly found the direction of my work. Secondly, I study tirelessly. As an operator, I know the importance of business knowledge. Whenever a passenger asks questions, I will provide the information he needs accurately, and I will be familiar with the relevant laws and regulations and the rules and regulations of the station. Third, adjust mentality and change work attitude. In the face of telephone consultation, I sometimes feel depressed. Can change the working attitude in time, and maintain a good attitude to serve passengers through resolving with the section chief and colleagues. Finally, improving myself, as a group leader, is an exercise of my comprehensive ability, that is, blackboard newspaper design, blog management and monthly guest forum, which has made me experience a full and happy growth process.

Second, the work in the second half of the year is done according to the "five noes" put forward by General Manager Zhang at the semi-annual debriefing meeting.

The proposal of "five noes" awakened me, who was still in a stagnant state in the first half of the year, and made me deeply reflect on my past work. First of all, in personal work, as an operator, you need not only a soft voice and kind tone, but also good business knowledge, strong communication skills and flexibility in handling special events. I also know that the knowledge of daily work can no longer meet the needs of tourists, but I don't want to spend any more time learning more. Always want to rely on others, a little "takenism." Moreover, in the work, you can only manage yourself, be strict with yourself and not others, ignoring the requirements for service quality. Through the adjustment of personnel in this department, I re-examined the importance of operator work and cooperation among colleagues. Work should not be sloppy, colleagues should remind each other, standardize service terms, and always pay attention to service attitude. Secondly, team culture construction. There is no good management method for blog management, just asking everyone to write blindly, coping with updates, not seeking quality, and not playing its real role. As a team leader, I feel deeply ashamed, because _ _ is a window for publicity, a platform for everyone to explain their own ideological trends, and a garden for learning and drawing lessons from working methods. Without a theme, there is no meaning. After understanding this importance, communicate with Director Wang to determine the theme of the blog, focusing on the dribs and drabs in the work, so that everyone can learn to observe the people and things in the work and exercise their writing and summing-up skills. Later, under the reminder of Director Wang, the recent activities of the station and various departments were posted on blogs, WeChat and the customer service of the main station, so that more passengers could pay attention to the changes of our station and understand the diversity of our service projects. Moreover, as a correspondent, I have been a little lazy in recent months, and I have written fewer manuscripts than in the first half of the year, and I have neglected to observe the dynamics of the department. Some good deeds are not written in time, giving full play to their timeliness. At the correspondent summary meeting, I also realized the gap between myself and excellent correspondents. I will complete the communication manuscript with good quality and quantity in my future work as a correspondent, and at the same time study the materials sent by the distribution group seriously to improve my writing level, so that I am not afraid of difficulties when I think of writing.

Three, in order to make progress in the work next year, the plan is as follows.

1, do a good job, standardize the work flow, provide civilized service, correct attitude, not become a mere formality, and increase the publicity of online ticket purchase and WeChat ticket purchase. Integrate our "three ones" and "four more" working methods into our daily work.

2. On the basis of holding the passenger symposium on time every month, change the form, so that passengers can truly realize that we really want to do a good job in service.

3. Supervise the update of this department.

4. Collect articles written by colleagues and recommend them to the editor-in-chief to enrich our _ _.

5. Actively participate in various activities organized by stations and departments, and cooperate with the work assigned by leaders in time.

The new year is coming, I will change the status quo with practical actions, go to work with an empty cup mentality and serve passengers with gratitude. I believe that with the joint efforts of everyone, our station and department will get better and better.

Work summary of hotline operator II

The customer service staff of documents is mainly responsible for receiving the customs declaration materials submitted by customers and completing the preliminary examination or reporting of customs declaration materials. After checking that the customs declaration materials meet the basic reporting requirements of the customs declaration form, it will follow up with reference to the data of the business system, and the comparison is correct. Let's summarize the annual personal work of the courier for everyone.

Then submit the document to the reviewer for review; For any problems in customs declaration, communicate with customers at the first time and solve them quickly. In customer service, in order to better serve customers, I give different help and services to customers with different levels and needs, which requires me not only to have comprehensive professional knowledge and extensive information sources, but also to keep close contact with various departments. More importantly, the urgency and accuracy of conveying information. What I have learned in the past also makes my work in customer service handy. At the same time, strengthening close cooperation, unity and cooperation with colleagues, mutual understanding and forming group strength can improve the efficiency and progress of work. As I have just arrived at customer service, many businesses are unfamiliar. From the beginning, I was afraid to answer the customer's phone, so I couldn't operate quickly and independently. Others are more anxious about themselves.

Finally, I want to say that as a member of our company, we have always adhered to the concept of small gains and more dedication. Future work direction: carry forward the spirit of hard work and hard work. In the face of complex and arduous supervision tasks, we are not afraid of difficulties, take the initiative to find something to do, and achieve "eye diligence, mouth diligence, hand diligence and leg diligence", actively adapt to various harsh environments, and hone our will and increase our talents in heavy work; Carry forward the tireless enterprising spirit. Strengthen study, be brave in practice, read widely, pay attention to collecting all kinds of information while learning from books, and absorb all kinds of "nutrition" extensively; At the same time, pay attention to learning methods, correct learning attitude, improve learning efficiency, and strive to cultivate their solid theoretical foundation, dialectical thinking methods, correct ideas and practical work style. Strive to do a better job and establish a good image of the company.

The above is my summary of my thoughts and work in the past year. Please criticize and correct the incomplete and inaccurate places. I have always believed the saying, "No matter how bright a match is, it is only as bright as a bean." . But if you light a pile of matches with a match, it will burn very brightly. "I hope to use my brilliant youth to ignite the passion of everyone around me and inspire my colleagues to contribute, forge ahead, make contributions and create a career together. ...

Now I'm getting familiar with it, and I'm trying to complete the duties of an excellent customer service staff independently and better without the help of a master.

Work summary of hotline operator 3

Looking back on my work and life this year, I love my job. Being able to find a job you like in the workplace has a lot to do with finding your own characteristics from your work experience. I like this job very much. Let me find my own characteristics: very friendly, not afraid of contact with people, strong pressure resistance. At work, I seem to be doing a different job. The secret is that I keep interested in the company and work. Over the past year, with the help of studying and leading colleagues, I have made great progress in my work, but at the same time I have exposed many shortcomings; Now, I would like to sum up the shortcomings here, and ask all leaders and colleagues to criticize and correct me.

Some people say that time flies, and now I finally realize it. Unconsciously, I have been in the company for more than half a month. In order to better promote my work, I will now report my personal work in the past two months as follows: When I first entered the company, I have been learning service terms, operating work pages and strengthening the practice of Putonghua. At that time, the monitor said that my good word "hello" was incorrect, and then I kept repeating the word "step up practice". On Friday, when our new employees took the collective exam, we heard the monitor say, "Hey, your' good' word has been conquered!" Being in a good mood means being happy. Yes, it is said that details determine success or failure, and many people will ignore it. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. After the exam, this week, our new colleague finally lived up to his previous efforts and was recognized by the actual operation of the work page. All our new colleagues can't wait for this news.

But often many things we think are just the beginning. As long as everything is ready. Everything will be fine, just the result. But it's always not as good as we thought. Usually, several new colleagues practice together, and they all feel ok, so there will be no problem. At first, I was more or less nervous when I sat in front of the computer and heard the phone ring. Sometimes I forget to press the call in time when I am nervous, and sometimes I forget to read the following tips in time. Fortunately, there is nothing wrong with the service language and operation, but it also affects the operation speed because of the tension in front. Later, after talking with new colleagues and consulting with old colleagues, I realized that most of my colleagues had had such a transitional period and were more or less nervous. As our monitor Chen Chao said, as long as we adjust our mentality, we can do nothing bad. Yes, I will never allow myself to do such a simple thing badly. I believe I can do it! Later, every time I sat in front of the computer, I tried to take a deep breath and adjust my mind. More times, I feel that everything is used to it and the working procedure is natural.

On August 1 day, after a tense examination for all telephone operators, I was finally able to go it alone. Although I was nervous, the result of the exam was not my best performance. But this will not affect my future work. I believe that I will always adhere to the principles of the company, strengthen my study in my future work and try my best to do my own work.

I started to work alone this week, and I haven't encountered any special circumstances at work, so every call was transferred smoothly.

As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every standard clause. In addition, I think we should also pay attention to the following details and constantly improve ourselves in practice.

Answer the phone. Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the company's "one phone call every 10 second" at the fastest speed.

Cheerful expression and tone. One of the basic characteristics of our work is that we don't meet callers and transmit information through voice, so our facial expressions, tone of voice and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, on the phone, an excellent operator must be smiling, calm and relaxed, and use proper words to give callers a pleasant feeling, so that callers can be infected by our relaxed pleasure and do their work better. From the moment I took up my post, I made up my mind: I must be a qualified and excellent telephone domain name operator. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I learn from small things, learn from small things.

I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others in order to keep up with everyone's pace.

Everyone says that if you want to do a good job, you must first love it. In this nearly a month's work, I found that I like this job more and more. In my future work, I believe I will abide by every rule and system of the company, make a good work plan for the operator, implement every work flow and remember every standard clause. Be strict with yourself: there is no best, only better.

I clearly know that I still have a long way to go to become an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and make it better in the future!

Work summary of hotline operator 4

In the process from operator training to official operation, I have a deeper understanding of operators. I think as a qualified operator, you should first have full work enthusiasm and serious work attitude. Only when a person loves this business can he devote himself wholeheartedly, so this is a necessary condition for a qualified operator. Secondly, we should have skilled business knowledge and study hard. Only by mastering all aspects of business knowledge can we handle all kinds of customers' questions, do a good job of customer explanation and return visit, and let customers get better service in satisfaction; In addition, the main core of a qualified operator is her attitude towards customers. In the process of work, we should maintain a warm and sincere working attitude, and relax our tone while doing a good job of explanation and return visit. When you encounter problems that are difficult to explain or handle, you should be patient, explain the reasons to customers seriously, try your best to win customers' understanding until customers are satisfied, always keep the promise of "turning laughter into sound" and bring sincerity to customers. In this way, we can better improve ourselves.

As a _ _ _ _ _ _ operator, first of all, you should have the most enthusiastic service language, and when accepting all kinds of business, do your best to send the bill to the relevant departments as soon as possible to satisfy the customers. In a word, to be a qualified operator, we should have strict work style, enthusiastic service attitude, skilled business knowledge and positive learning attitude, patiently explain to customers and listen to their opinions with an open mind. Keep learning to improve your psychological quality, improve and master your professional knowledge, and face the problem calmly!

The above is my experience since I joined the company. Now that I'm just a newcomer, I don't think I've done enough.

Through this operator training, I feel that I have been promoted and experienced in the following two aspects: first, professional skills, and second, service mentality;

The first point: professional skills have three gains:

1: As an operator, I need to have more professional knowledge and common sense, which I didn't realize before, because many people who call for advice are generally troublesome, mostly asking for directions in traffic, and some customers even ask other questions related to themselves. So I think as the operator of 1 14, we have a great responsibility, and we are in the general public.

2. As an operation, I find it necessary to strengthen language learning, such as beautiful pronunciation.

Can it have beautiful sound quality like CCTV broadcasting? And our communication skills. I want to improve our language expression and sound quality through work, which is also our own precious wealth! Therefore, in the future, I will work harder to improve the timbre, enhance the expressive force and do a good job in quality service;

3. Good service attitude. In fact, through this training, I found that our work has great social welfare value, which I didn't realize before. Therefore, when someone in need calls, it is the beginning of my service. This is also the time to test our intelligence. I think my ability to solve problems will be greatly improved in the long run. At the same time, I think: good questions are better than good answers. In this sense, I can also learn knowledge and increase my knowledge from the questions raised by callers. Therefore, in the future work, I will constantly strive to improve my service level, and I will continue to learn from different questions and provide them with satisfactory answers when consulting the next same question!

The second point: the service mentality has undergone a qualitative change! Mainly embodies the following two points:

1: In the past, I always felt that I was a telemarketer or the front desk of a company just to answer the phone, but when I really realized that we were answering the phone to answer questions and help others, I felt that our work was very noble and selfless! We are doing public welfare activities. What we passed on the phone was the timely answer that the questioner needed. We help our guests solve their worries and chaos at the first time, so we are needed by the broad masses of the people, and our social value is increasing with our accurate answers! So I love this profession even more!

Although we will receive some boring calls in telephone work, as long as there is telephone access, I will serve well, because the world itself is not perfect, some people are great and some people are small, which cannot be changed. I want to use my excellent service and lofty personality to purify those telephone harassers with unhealthy thoughts. In fact, this is also a social civilization work. I think our society will be more perfect if we can conquer those people whose thoughts are at a lower level through personality charm, so no matter what phone call I receive, I will answer it with the best attitude to guide and influence and purify people's hearts! I think: as long as I have a pure and kind heart and serve with a pure and kind soul, I believe our work will get better and better, and this social atmosphere will get better and better!

In short: through this training, I feel that we are engaged in a noble and glorious cause. I want to improve my service quality to answer questions, help others and purify social problems! I am proud of serving the society, and I take it as my responsibility to create a harmonious society!

Work summary of hotline operator 5

Looking back on my work and life this year, I love my job. Being able to find a job you like in the workplace has a lot to do with finding your own characteristics from your work experience. I like this job very much. Let me find my own characteristics: very friendly, not afraid of contact with people, strong pressure resistance. At work, I seem to be doing a different job. The secret lies in my continuous interest in the company and work. Over the past year, with the help of studying and leading colleagues, I have made great progress in my work, but at the same time I have exposed many shortcomings; At this moment, I want to sum up the shortcomings here, and ask leaders and colleagues to criticize and correct me.

1. I also retired from this year's business tasks. This year, due to physical reasons, I am afraid that I can't do well and I am afraid that I can't complete the task. I have too many concerns in my heart. With the help of leaders and colleagues, I changed my attitude and got a correct understanding. Established a solid sense of responsibility and obedience to the dedication of the masters.

I overcame the adverse effects caused by physical reasons, searched for potential customers with my heart, and introduced my company's business varieties, service items and economic benefits after cooperation to these potential customers with my heart. With my continuous efforts, I have signed the first investigation business with four customers; And 13 customer signing 1 dual login service. The total value of value-added services development this year is 12000 yuan, and six broadband services have been completed.

Second, study hard and strengthen your professional level.

Every phone call is a consultation, a complaint and an opinion for us. Things are different and the conditions are different. We should treat every customer seriously, from which we can see the image, culture and dignity of the company. You can also see the working attitude and seriousness of the staff. I haven't worked in 1 14 for a long time. Compared with many experienced old employees, I feel like a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, the more I have to pay more energy and time to study than others in order to keep up with everyone's pace.

When I first joined the platform 1 14, I was not only familiar with the operation and processing flow of the voice platform, but also had a deeper understanding of the whole operation flow, which made me more handy in my work.

Strengthen self-management, strictly implement the idea of serving the public and contributing to society, and do practical things and do good things for the people; Customer-centered, and constantly improve the quality of service. In the first few minutes of talking with callers, I listened attentively to the caller's information, continued to be polite, and improved the quality of work. When encountering complaints and feedback, we should understand all the requirements of the caller, accurately understand the meaning of the caller, grasp the center of the problem, try to avoid talking about unimportant things, and make relevant records to facilitate contact with users in the future and escort the normal working state. We should also pay a return visit afterwards. When users are dissatisfied, we should tell them seriously, try our best to solve problems for users, and let them worry about what customers think.

Third, improve service and put customers first.

If you don't have good language expression potential and communication potential, then no matter how much you understand and master, you can only cook jiaozi in a teapot-you can't pour it into your stomach. Therefore, I participated in all kinds of service knowledge training organized by the organization, learned relevant service and communication skills through the network, and applied them to service work. Polite service can be used in daily life, and it is forbidden to use service "forbidden words"; Smile service, leaving a good impression of kindness, enthusiasm and soft tone to customers. At the same time, pay attention to the implementation of various rules and regulations, in addition to doing a good job in learning, so that everyone knows it by heart, focusing on implementation. Strengthen the quality internally, shape the image externally and do a good job in business skills training. In order to meet the requirements of "service pattern", I insist on organizing business knowledge study regularly after work, carrying out on-the-job training activities and constantly improving my business skills.

This year, because of the esteem of the leader and the love of my colleagues, I was arranged to be the shift supervisor. I deeply feel that this is not only an affirmation of my work, but also a spur. Due to lack of work experience and limited communication potential, extreme words may appear in management work. I would like to express my deep apologies to my leaders and colleagues who care about and support me.

A person's life is always inseparable from work. Although I am very busy at the moment, I am very happy and satisfied. Although I am still an employee at the moment, I hope I can give full play to my brilliance and enthusiasm in the company, truly exert my potential, keep learning and making progress, grow up with the company, witness the new glory of the company, and do a good job in customer care will be my greatest wish!

In the continuous study, I found that my life has become rich and wonderful. I have also become talkative, and I have been forgotten before, and I have also been recognized by everyone. However, due to personality defects, I missed many opportunities.

The above is a summary of my year's work, and my achievements are insignificant, which is not worthy of complacency. I will seriously correct my shortcomings and overcome them.

In the new year, I will make persistent efforts and do better.

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