Summary of personal excellent customer service daily work

Summary of personal excellent customer service daily work

By summarizing the report, we can know the achievements and mistakes of the past work and their reasons, draw lessons and guide the future work, so as to make fewer mistakes and achieve greater achievements in the future. The following is my personal excellent summary of customer service daily work, welcome to read!

Personal Excellent Summary of Customer Service Daily Work 1 In a blink of an eye, half of the 20__ years have passed. In this half year's work, I seriously abide by the rules and regulations of the station, strictly demand myself in my work, actively participate in various activities organized by the department in my daily work, cooperate with my colleagues, help each other, and seriously answer every passenger's phone. Although some small achievements have been made in the first half of the year, there are still many shortcomings in the work.

1, not good at summing up and thinking at work.

From the first day of work, I haven't developed the good habit of being good at summing up. I always feel that as long as I get off work, I will finish the task of the day and never sum up the shortcomings and gains in today's work.

2, work impatient, easy to be impetuous.

Engaged in customer service work 1 years. I face the same job every day. It is false to say that I am not tired. It seems easy to answer the phone. Actually, it's not that easy to do I must be patient enough. When you receive an unsatisfactory call, you should adjust your mentality in time to prepare for the next call.

3, there is inertia in the work, doing things carelessly, and there is no clear plan and clear goal at work. One day, the monk hit the bell, and the work could not be finished. There was always luck.

Halfway through 20__ years, the work plan for the second half of the year is as follows:

1, strengthen the improvement of skills in business knowledge, take more records at ordinary times, improve the level of personal business knowledge, strengthen the promotion of business knowledge, and strive for everyone to become the business elite of the department.

2. The service attitude should be strengthened. When doing customer service, it is inevitable to face the accusations and criticisms of passengers, such as lack of classes, delays or problems in service quality, which often lead to a big fight among passengers. Faced with such a thing, our customer service staff should not only adjust their mentality and appease other passengers, but also safeguard the interests and image of the station, and finally win the hearts of passengers through good service.

3. Make suggestions for the station and put forward reasonable suggestions.

20__ years have passed by half. The deficiencies in the first half of the year should be improved in the second half. No matter what you do, you should finish what you started, work with gratitude, realize your self-worth, make persistent efforts and be a better employee.

Customer service daily work personal excellent summary 2 Unconsciously, I have been working in the call center for more than a year. From accepting customer reports, service consultation and complaints, to communicating with customers, directly answering or registering customer needs, transmitting information to relevant departments according to service responsibilities and time limit requirements, and rationally allocating resources to solve customer problems satisfactorily, I have seen my growth during this year's tempering.

The work of customer service representatives is the communication channel between enterprises and customers. How to master and use service skills has become the top priority of quality service and an important part of customer service. Although the earphone is small, it is connected with the customer's needs, which is related to the customer's infinite expectation of our life in China; The other end is connected with the responsibility and mission of China Life, which is related to the company's sincerity and sincerity to customers. Whenever I help customers solve a difficult problem and smile, whenever I solve a problem for customers and get their sincere thanks, I deeply feel the value of being a customer service representative. Customer service is not only a smiling service, but also a timely answer. Must be internalized in the heart and externalized in the line. So I actively participated in various knowledge contests organized by the company and learned about myself through the contests. Strive to master service skills and constantly enrich service connotation. With the split of 955 19 and the increase of telephone volume, in order to ensure the telephone connection rate and the normal operation of the call center, incoming and outgoing calls are completed. Thank the leader for giving me the opportunity to be a comprehensive information officer in the call center. My job is no longer just to answer customers' calls, except to call the first-line calls in time according to the connection rate, schedule and attendance to ensure the call center connection rate. For the problems that the first-line agents can't solve, I need to handle the second-line processing, work order circulation and reminder in time, and be responsible for tracking and feeding back the work order processing results to ensure the timeliness of work order processing and customer satisfaction. While dealing with the work order, I also need to collect and sort out the customer's common questions, hot issues and difficult questions, and formulate a unified explanation and answer caliber to ensure the accuracy of the front-line customer service representatives' answers. At the same time, it is also necessary to sort out the information related to telephone service within the company, maintain and update the center knowledge base in real time, ensure that front-line customer service representatives can quickly find relevant business knowledge when answering online, reduce the time for customers to wait online or need help when transferring, be responsible for the correct and timely answering rate, and collect and feedback the opinions and suggestions of front-line customer service representatives on new services and policies of the call center to ensure smooth and efficient information transmission in the center.

In addition, I will also assist Mr. Chen in statistical analysis of the business and traffic data of the call center, and make daily, weekly and monthly reports, so that the superior leaders and relevant managers can grasp the relevant data of the call center operation and management in time. Do a good job of daily on-site inspection, handle and solve the problems found in the inspection in time, make inspection records, assist the call center supervisor in on-site management, and ensure that the call center is clean and orderly.

With the increase in the number of people in the call center. As an old customer service, it is my bounden duty to help new customers get familiar with their work as soon as possible. Many new customers are like me. Before I came to work here, I was very familiar with the business knowledge of insurance. So, while instructing how to receive newspapers and how to receive consultation, I took the initiative to tell them some cases I encountered when dealing with problems at ordinary times, and discussed and summarized them. When they asked me about the problems I encountered in my work, I also told them all my work experience in the past year without reservation and taught them how to deal with and solve the problems.

20__ has passed, 20__ has just begun, and the road ahead is still very long. There are still many places where we are not as good as others and there are still many things to learn. Since I chose this job, I will make unremitting efforts with my colleagues.

Work hard together, work hard, study hard, and strive to improve cultural quality and various work skills, and make the greatest contribution to the development of the company. I believe that as long as I am diligent and willing to contribute in my work, I will certainly make extraordinary achievements in this ordinary post.

Personal Excellent Summary of Customer Service Daily Work 3 The fleeting time has taught me a lot of knowledge about after-sales customer service positions, and I am also glad to realize my own value in my work, but correspondingly, I also need to make more efforts to repay the training of leaders, so that I can actively integrate into the workplace environment, adapt to the requirements of after-sales customer service, and make corresponding summaries when reviewing the gains and losses in after-sales customer service work.

Pay attention to the application of customer service speech in order to better communicate with customers. After-sales customer service needs to deal with customers' complaints and feedback corresponding opinions, which means that I need to have a high professional quality to get customers' approval, so I attach great importance to the study and application of customer service speech when I join the company. After all, the lack of professional customer service will seriously affect the company's reputation. In order to avoid this situation, I often practice dialogue with my colleagues in the department to ensure that my oral expression ability can cope with various situations, and then start customer service. Although this will lead to my inefficiency, it is also a performance of being responsible to customers. It is undoubtedly my duty to do a good job in after-sales customer service and think from the customer's point of view.

Pay attention to the study of product or business knowledge in order to better answer customers' doubts. In my opinion, customer service staff who don't know enough about products or business information are incompetent. After all, even as a customer service staff, you can't answer customers' doubts, so how can they feel at ease? Therefore, I can learn this knowledge patiently, and explain it to customers through concise language, calm their emotions and follow up the progress of incident handling in time, thus achieving good results. In addition, my suggestions on customer feedback can also be reported to department leaders in time to promote processing efficiency. In order to skillfully use customer service skills, I need to strengthen my study in this area.

Although many tasks have been completed in customer service, there are still some shortcomings, mainly because the feedback is not timely enough to be handled in a short time. In my opinion, this inefficient working method is easily criticized by customers at work, so I must overcome this difficulty as soon as possible and do a good job in customer service, and there are also some shortcomings in the follow-up work. Therefore, in the future customer service work, it is necessary to develop the habit of summing up and reflecting. It is important to arrange your work reasonably according to the progress of the incident. At least I can understand my shortcomings in customer service through reflection, and the improvement of working methods will enable me to better solve these shortcomings in the future.

There are still many challenges waiting for me in the future customer service work, so I will treat customer service work with a positive attitude and try my best to do it well. In order to gain the recognition of leaders and customers in my work, I still need constant efforts.

Personal excellent customer service daily work summary 4. It has been more than four months since I entered _ _. I have been a customer service consultant. During this period, I witnessed and participated in the development of the company and the improvement of the system. As a _ _ _ person, I am sincerely proud. After four months of work experience, I have accumulated some knowledge and experience about customer service. The summary is as follows:

First, establish a global concept and do a good job.

Doing one's own job well and establishing overall awareness are the primary issues, and customer service is no exception. I think the overall situation of customer service work is to "establish corporate image, maximize customer satisfaction and loyalty to the company's products, and convey corporate cultural image." After I came to the company in July, I learned about the training for about a week. The training materials include basic knowledge of drugs, basic knowledge of traditional Chinese medicine, basic knowledge of compound Chaihu Anshen granules, common customer questions and answers, sales skills and so on. After training, I not only have a deep understanding of the company's products, but also greatly improve my personal skills. At the same time, I fully understand the company's perfect training system and the company's cultural atmosphere. Then I started to do customer service. One of the main tasks of customer service is to answer customers' calls and give professional and enthusiastic answers to customers' questions. The second is to pay a return visit to the customers who have purchased, understand the effect of medication, and provide professional guidance on medication methods. These two points of customer service seem simple, but as a department that directly communicates with customers, it is related to the transmission of corporate image and the satisfaction and loyalty of customers to the company's products, which has a great influence on the follow-up marketing of the company's products.

Second, be good at professional skills and be diligent in thinking and adapting.

With the continuous development of the sales industry, drug sales should also adapt to the sales ideas under the new situation. As a customer service staff, you should be diligent in thinking and resourceful when communicating directly with customers. Give professional answers to customers' drug problems, make correct responses to customers' complaints and other questions at the first time, so as to satisfy customers and insist on customers' satisfaction with the company's products. Customer service is the work of directly dealing with different insomnia customers, which requires professional knowledge level and flexible adaptability, and needs to sum up the problems encountered in time. While managing the existing insomnia data, I summarized the relevant knowledge of diabetes according to the fact that most insomnia patients have diabetes. According to the different medication history of insomnia patients in different periods, I summarized the relevant information of commonly used drugs for insomnia. There are also information about insomnia and depression, which are shared with colleagues to increase effective communication with customers. Whether a customer can communicate effectively is a yardstick to measure the professional level of customer service personnel, and it is also an effective means for service personnel to master application knowledge as soon as possible.

Third, be good at communication and improve the quality of work.

Customer service personnel should not only have strong professional and technical knowledge, but also have good communication skills. In today's society, a product often has problems due to improper use and operation, and often has poor quality as reflected by customers, especially traditional Chinese medicine. If you don't continue to use drugs according to the course of treatment, it is difficult to reflect the effect of drugs. So at this time, we need to find out the crux of the problem, communicate with customers, standardize the use method, convey high-quality service attitude to customers, and avoid customers' distrust of products and even damage the corporate image. At this time, customer service mainly focuses on communication with customers, which can better understand customers' demand for products and communicate with colleagues, increase work experience, share experience, improve the overall level of the team and improve the quality of work.

Four. Abide by the company system and participate in activities.

"There is no Fiona Fang without rules". Whether the rules and regulations of an enterprise are perfect or not is directly related to the image and cultural atmosphere of the enterprise, and this system needs to be effectively implemented by every individual member. During the four months of working in the company, as a customer service staff, I didn't ask for leave without reason, and I also finished my work well during the period. Actively participate in various activities organized by the company, such as outward bound training, Ditan exhibition and being on duty every Friday. During the activity, colleagues got to know each other better and the cooperation between teams was strengthened.

In the new year, customer service also needs new working ideas. The first thing is to do a good job, manage the existing customer information, and pay a return visit to the purchased customers regularly, so that they can feel the good effect of the drugs and the after-sales service of Guilong Pharmaceutical. We should also regularly visit other existing customers' information, track their insomnia scenes, and convey Guilongtang's unique concept of treating insomnia to them at any time. Secondly, according to the company's promotion scene, improve communication skills and professional level at any time to help improve the company's promotion work. Thirdly, improve self's professional level, summarize different insomnia scenes of customers, and improve self's knowledge of insomnia and depression, communication skills and psychological counseling at any time. In the new year, I will coordinate and communicate with my leaders and cooperate with my colleagues in a friendly way, so as to improve my knowledge and work level. If an enterprise needs two feet to make steady progress, then one foot is a high-quality product and the other foot is a perfect service. The company's products can create famous brands, and the company's services can also try to create brands. Only by relying on high-quality products and perfect service system can an enterprise be in an invincible position in the competition. In the new year, I hope that under the leadership of the leaders and with the help of my colleagues, I can go up a storey still higher, make my own achievements and contribute to the development of the company.

Personal excellent summary of customer service daily work 5 20 _ The first half of the year is the beginning of the formal collection of property management fees and pool fees in various property communities. During this period, it experienced major events such as the China Lunar New Year and the change of company leadership. _ The customer service work in the first half of the year is mainly as follows:

First, the arrangement of return visit information

After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.

Second, supervision and improvement.

Supervise customer service personnel to input and count various documents to improve work performance. Regarding the improvement of decoration technology, compared with the numerous decoration events in the first half of _ _ _, the decoration business in the first half of _ _ was less. After listening to the suggestions of some owners, we also provided better and more convenient services for the owners. We shortened the time for decoration approval from the original three days to the application for on-site approval in line with the decoration management regulations.

Third, the handling of complaints and return visits

From 20_ _ to 20_ _, the owner issued a total of 406 complaints, of which 37 1 has been handled and 35 are pending. In which _ _ _ complained in the first half of the year 147. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments to be responsible for following up whether the owners' complaints have been handled, avoiding repeated complaints from the owners and expanding the problems, which has played a certain role in improving the satisfaction of the owners. Of the 254 rectification orders, 248 have been processed, including 50 rectification orders in the first half of last year, with a return visit rate of 98%.

Fourth, the late sporadic delivery, decoration work in an orderly way.

By the end of _ _ _ _, 444 units had been signed up by various communities, of which 36 units were signed up in the first half of _ _ _, and 159 households were renovated, with 943 pairs of passes, of which 39 households were renovated in the first half of _ _ _ _ _, with 249 pairs of passes.

Five, the property fee work gradually on the right track, the cost indicators completed on schedule.

There are 442 households with accumulated charges, and 2 households without charges are 8-20 1 and 12- 1702 respectively. 8-20 1 is the owner who didn't take over the building. 12-2702 can't deduct money because the provided bank card is expired. The charging rate reached 99. 55%。 All pool fees were also collected as scheduled, and 73 households were owners who did not pay public utilities in advance. Except for local owners, the pool utilities are basically recovered. More than 50 households have gone through the bank collection procedures, and the finance department must go to the bank to handle the relevant deduction procedures. Collection rate of decoration garbage clearance fee 100%.

Sixth, customer satisfaction.

In order to improve the overall satisfaction of the owners and create a good community atmosphere, we arranged the lobby of each building in the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In March, we organized Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In April, we made a survey on the satisfaction of the owners in the community, and sorted out the opinions and suggestions of the small owners. And answer them one by one. We are deeply grateful for the favorable comments given by the owners. We will continue to work hard in this regard; We are also deeply grateful to the owners for their criticism, because with their opinions and suggestions, we can better improve and improve. In April, we also launched the Customer Care Month to provide voluntary services for small electrical appliances maintenance, cleaning or moving furniture in the owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. In June, Father's Day, in order to let our owners have more understanding and communication, we organized Father's Day community owners to climb the Phoenix Mountain. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.

Seven, there are shortcomings

1, some employees lack professional knowledge and skills;

2. Some processes are too repetitive and complicated;

3. The responsibilities of various departments are chaotic;

Work direction in the second half of the year.

1. Develop and strengthen various community cultural activities;

2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical "wind vane" guiding significance to future service work.

3. Strengthen the internal and external training of employees and improve the overall service level.

4. Strive to complete the collection of property fees in the second half of the year, reaching more than 80%.

Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. However, some things can't be solved by our property customer service.