Five templates of customer service personal monthly work summary report

A month passed in a hurry. Looking back on this month's work, customer service work can be said to be very busy every day. The following are five templates of customer service personal monthly work summary report, I hope you can like it!

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Model essay on personal annual work summary of customer service

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A complete set of customer service responsibilities

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Personal customer service work experience summary

Customer service personal monthly work summary report 1?

The customer service department takes two benefits as the center and three satisfactions as the basis, which improves the success rate of consulting appointment in Qi Xin. Combined with the actual work in _ _, the work of _ _ is summarized as follows:

First, standardize the consulting work:

(a) to formulate the rules and regulations of the consulting department.

Including consulting service standards, consulting department assessment rules, telephone call back service standards, consulting department work scope,

Job requirements of consulting department, etc. , refine the service standards of each specific job and the basic work specifications of the consulting department.

(two) standardize the consulting business skills, improve the success rate of consulting:

In the first week of 10, the consultation success rate was about 18%, and the appointment success rate was 43%. So far, the success rate of consultation is about 50%, and the success rate of appointment is over 60%. The success rate of consulting appointment has been greatly improved, and the standardization effect of pre-business skill training and consulting service is very remarkable.

1. Professional knowledge learning:

A, once a week, the consultant gives lectures to cultivate the learning enthusiasm and autonomy of the consultant, and the lecturer can master the professional knowledge to the maximum extent.

B, at the end of each training, conduct a professional knowledge assessment, and the assessment results will be evaluated by the doctors who teach in the department.

C, call other hospitals every month to summarize, try to figure out, understand and learn the consulting skills of other hospitals from their consultation, compare them on the basis of learning, find out their own advantages and give full play to them.

2. Regular consultation record evaluation meeting.

A. Check the consultation records of each consultant regularly, focus on evaluation and summary, point out the problems in consultation in time, and improve the quality of consultation.

B. the skills of consulting doctors and the communication of marketing, as well as each consulting doctor's evaluation of others' consultation.

C. individuals analyze their own consultation records.

D make statistics on the success rate of consultation appointment once a week, analyze the reasons of curve change in time, find out the key points and analyze the problems of each small link.

3. Improve the return visit mechanism of consultation patients;

The return visit mechanism is mainly used for patients who have made an appointment and patients who have seen a doctor. After the application, the success rate of appointment increased from 43% to 74%, which greatly improved.

A. For patients who made an appointment at that time, send an appointment number; Patients who have not seen a doctor should call for consultation.

B. The next day, analyze the patient's appointment on the first day, make a telephone call back to the patients who didn't see a doctor, understand the reasons for not seeing a doctor and the trend of seeing a doctor, and conduct re-marketing in time.

C. If the line is busy and dropped, send an apology message the next day and re-develop the tracking.

D send a message to remind doctors twice a day (before 9: 00 am and 4: 00 pm).

(three) according to personal characteristics and job requirements for post adjustment.

Network consultation and telephone consultation have different characteristics. According to the proportion of network consultation and telephone consultation, timely adjust the position.

2. Do a good job in collecting all kinds of information, and make analysis and feedback in time.

Since 10, various reports have been drawn up, including advertising information statistics, all kinds of data statistics of undergraduate department, all kinds of data statistics of guiding diagnosis, source code statistics of initial diagnosis information, and other hospital marketing information collection.

1, according to the requirements of the hospital to collect all kinds of information:

A. advertising information collection and advertising monitoring in our hospital;

B. highlights of marketing methods of foreign hospitals;

Consultation telephone information collection

D. Collecting information for preliminary diagnosis

E. Special archives management, confidentiality principle

2. Make timely and accurate statistics on the collected information, and provide all kinds of valuable information to all departments of the hospital in time. 3. Analyze the effect of various media advertising, and put forward suggestions according to the requirements of hospital operation.

3. Establish customer service files:

The patients are classified and managed, which are divided into patients with appointment and newly diagnosed patients.

1. Input system:

A. Collect it once a day to ensure that the data is entered in time;

B, patient information after treatment-patient's name, gender, age, occupation, contact information, disease.

2, establish a return visit system:

Return visits include SMS greetings and telephone return visits.

A, make a return visit standard, unify the contents of the return visit, and train doctors in specialties and skills to ensure the quality of the return visit;

B. In a planned and step-by-step manner:

Cooperate with the business department of the planning department to make a patient satisfaction survey, with five people every day, mainly to make an appointment with patients.

Analyze and summarize the results of the return visit in time and report to the relevant leaders. Special circumstances should be fed back at that time.

Four. Network consulting work

1in the middle of October, the network consulting work was handed over to the network department. In September, about 25 patients received treatment through the network. /kloc-77 people were booked online in October and October, and 55 people were successfully treated, double the number in September. 1 1 month online booking 100 people, 69 people were successfully treated, an increase of 25% over1month.

The establishment of 1.QQ consulting database and business communication database makes the answers more professional and can be copied directly, saving time.

Step 2 make an appointment for a return visit

1) Get the phone number through various channels, register it in detail, and send the reservation number by SMS after making an appointment. For patients who did not see a doctor after personal appointment, they will participate in a return visit together with telephone consultation to understand the reasons for not seeing a doctor and conduct re-marketing.

2) Manage qq by category, and publish and send activity information in time.

3. Professionalism and enthusiasm of consultants:

Answer business communication and qq consultation by a special person once a month, which is conducive to the establishment of freshness and enthusiasm.

With the strong support and correct leadership of Dean Lin and the active cooperation of other departments (such as guidance, inspection, B-ultrasound, X-ray and clinical departments), the work of customer service department has been carried out smoothly. In the future work, we will continue to learn and improve with a realistic and dedicated working attitude, and contribute to the development of the hospital.

Customer service personal monthly work summary report II

1. Kangda Deng Ning.

2. Customer follow-up: Follow up the customer according to the progress. Make an appointment Shaolin Temple Pharmacy has made a cooperation framework.

3. Sort out the excavated data. The materials in the warehouse have been arranged.

4. The customer credit evaluation form has been basically completed.

5. Tracing the calendar problem of Shiren Mountain. It has been decided that they will print it themselves.

6. An international 4A advertising company needs information. But they all have no text information. Peer companies require information. Now it has been sent 50%. It will take a week.

7. Practice of working time arrangement

8. A simple method of mining customers has come out. Digging customers has hit 30.

9. Registration of contact information of Cheng Ju, Tianzhi and Convention and Exhibition Center.

10. Communication and coordination of calendar work in Shirenshan. In fact, it is not impossible for Shirenshan to ask us for an offer.

1 1 month work experience: contact with peer companies, ask about peer company information, have positive contact with peer company customer service, and find that their shortcomings are self-confidence. I am still not confident enough to tap customer service and sum up experience, and I am not competent enough for telemarketing. Working time arrangement lacks self-control ability.

12 work plan

1. Mining customers. Five a day. Digging customers for an hour every day. The basic skills of tapping customers have been applied.

2. Intention to follow up with customers. Check the CRM system every day, follow up the customers who need to follow up, and finally make an appointment for customers to come to the company. If you book a customer, you also need to sort out the summary.

3. Collect and study customer service information. Under the leadership of Manager Feng, the customer service work is standardized and systematic, and the customer service work can be completed independently.

4. Collect marketing and planning knowledge and learn.

5. Strengthen execution and the ability to solve work problems. In order to get the taste of work results.

6. A collection of routine work, exhibitions and open classes at the beginning of each month.

7. Dunning: Customer service is mainly responsible for communication with Kangda, Tchite James and Rip.

Customer Service Personal Monthly Work Summary Report III

Customer satisfaction is the most important criterion to measure a company's service quality. Through personal investigation of customer satisfaction, it is found that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

The customer's return visit is also mainly a survey of customer satisfaction. At that time, in the process of trading, what the customer might not have expected was something he encountered in the process of using or directly encountered when accepting the company's services. He can give feedback to the company, and we will also study and save the feedback from customers, so as to improve customer satisfaction, and the ultimate goal is to prepare for further sales and plan carefully. Customers who pay a return visit to companies with brand awareness or recognition of their integrity are often more assured and willing to communicate and put forward some specific opinions. The information provided by customers is an important purpose for enterprises to pay a return visit or satisfaction survey. If the company itself is not well-known and the degree of planning a return visit is not good, it is likely to affect the company's own image and transaction again.

Zero complaints and no complaints are actually the vision of every enterprise. It can be said that there is no such enterprise, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so we can increase customer satisfaction through good service, high-quality products and planned customer return visits. The goal of an enterprise can be zero complaints and no complaints.

Customer Service Personal Monthly Work Summary Report IV

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. I insist on diligent study, strive to improve my professional level, strengthen my thinking ability, pay attention to integrating theory with practice and exercise myself with practice. It has contributed to the success of the company's comprehensive informatization.

He joined the company in July this year and has been working in Jiedong County for more than three months. First of all, I am honored to join the customer service team. Under the guidance and leadership of the director, all members of the team United and cooperated, Qi Xin made concerted efforts, Hong Jiu month campus marketing, two-day marketing and a hundred-day sprint. With a brand-new attitude and full spirit, we rushed to improve the performance of the county. Although it's only been six months, I've benefited a lot from communicating with leaders and predecessors.

Today, I will make a summary of what I learned and felt in the second half of the year, and put forward my own ideas on the current situation.

I. Services

The customer service room is actually a marketing service room. Service managers deal with customers by telephone every day: 3G customer retention, 2G customer retention, fixed-line broadband retention and so on. As we all know, the cost of finding a new customer is several times higher than the cost of retaining an old customer. It can be seen how important the service is.

Then, how to close the distance with customers, better serve customers, satisfy customers and recognize enterprises is a difficult problem that the service industry has been thinking about and needs to be solved urgently.

In my opinion, there is no standard service model in the world. Those so-called standard terms, tone and intonation are only the most common ways, which are not suitable for every service manager. As a great man said, the frame is dead and man is alive. What suits you best is the best. In short, it is to make the service more personalized. As a service manager, we should find the most suitable service attitude and method according to the company's service requirements and its own characteristics, so as to be closer to customers and achieve better service results.

Break the framework and innovate the service.

Second, evaluation

Assessment is the evaluation and affirmation of employees' work. I read the service manager assessment index issued by the municipal company. Personally, I feel a little overwhelmed. For example, when I first came here, the outbound call volume in a week was 150 normal calls, and now it has increased to 200. Especially when making a return visit such as "three noes" and "double bottom", it is difficult to meet the requirements of outgoing calls.

In my opinion, people-oriented work is people-oriented. Only when employees have motivation and confidence can they do a good job. Therefore, mobilizing the enthusiasm of employees is an important guarantee for the smooth progress and effectiveness of the work.

Setting appropriate assessment indicators is very important to motivate employees. County customer service can comprehensively consider the indicators of documents issued by municipal companies and make their own assessment standards. Indicators must be set correctly. If the index is too high, employees often can't finish it. If they are lazy for a long time, their enthusiasm will decline. If it is too low, it will reduce efficiency and service quality. The most suitable indicator is that you can do your best to achieve it. Also, rewards and punishments are clear. Conduct an appraisal at the end of the month, and reward those who reach the standard and achieve the first result; If the assessment is not up to standard and the result is the worst, it will be punished.

In short, assessment promotes competition with incentives, competition with incentives and performance with incentives.

Third, team building.

Building an excellent team with strong fighting capacity lies not only in division of labor, but also in cooperation. Team members communicate more, communicate more, cooperate more and cooperate sincerely, regardless of you and me.

I suggest that we can follow the example of the municipal company, organize afternoon tea once a week, and bring all the members together to talk and exchange their work and personal experiences this week. We can learn from the good aspects and discuss the shortcomings of improvement. Only by constantly summing up experience from daily work can we continuously improve our personal ability.

Leaders can also take this opportunity to understand the recent work and life of their subordinates and enhance their feelings. I think a leader who is approachable, always compassionate and caring for his subordinates is a good leader who is respected and respected by everyone.

Li Bai said: I was born to be useful. Everyone has something to recommend. Only by making the best use of everything and people can we give full play to the strongest fighting capacity of the team.

In a word, the care and encouragement of leaders to employees is the infinite motivation for employees to work hard.

Time flies, and I have been working in Greentown Green Bamboo Garden Service Center for one year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year.

1. Handle the procedures and certificates of the owner's house expropriation and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into the owner;

2, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

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

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open.

However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

I realized the importance of details in my work and life. Because of its "oblique", the details are often despised or even ignored, and people often feel cumbersome and have no time to take care of them. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

3. I have developed my talents in my work and study; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day just completed two days ago is the first scheme I made myself. When the plan was approved by the supervisor, my heart was filled with the joy of success and the excitement of work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

In the new 20__ years, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen my work in the following aspects:

4. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

5. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

6. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

7. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I just graduated from school and can join the lovely and excellent team of Greentown Green Bamboo Garden. The cultural concept of Greentown and the working atmosphere of Housekeeping Department have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year! Thank you, my work is finished!

Customer Service Personal Monthly Work Summary Report 5

I remember when I was at school, I wrote this in my diary: "The harder the place, the more I can exercise my will and feel a sense of accomplishment." That's what I said, but after I came to work in Quanfuyuan, the hardships of work and the monotony of life were unexpected. Basically, it is a posture for more than ten hours every day. In the face of countless customers, the hard work is self-evident. After work every day, I feel really tired when I lie down in bed and don't want to move. In the face of all this, I have wavered. Is my youth going to be busy in a busy supermarket? Shouldn't my life have as much free time as other girls? After a day's work, my bones are falling apart and I don't even want to eat in bed. At this time, kind and simple sisters bought food for me, teased me with a smile and looked at their tired bodies and amiable faces. I am very touched. Yes, although the work in the shopping mall is monotonous, our life is colorful; Although most of the customers in front of us don't know each other, the sincere feelings between people are real.

First, insist that customers are God's purpose.

So I pulled myself together again, adhered to the tenet that customers are God, worked hard every day, took pride in fatigue and took pleasure in pain, all of which sublimated my thoughts. From then on, I realized that the monotony and hardship of work is no longer a burden, but a necessity of our life. In the ordinary post of customer service, ordinary you, me and him can also create a wonderful sky. People should be like this, no matter how ordinary the work is, how heavy the burden on their shoulders and how heavy the steps are, they should go on step by step until forever. People's life can't always be smooth sailing, and difficulties and setbacks are still with us. The flowing water is blocked to form beautiful waves, and life is more magnificent and colorful because of setbacks. This is what we do when we are in trouble. We fell down and got up again, recording our journey with failure. This is the real hero.

Second, offer love to customers.

Later, I gradually realized that my post is not only the place where I perform my duties, but also the stage where I dedicate my love to my customers. So I cheer myself up every day: no matter how wronged I am, I can't let my customers suffer a little injustice; No matter what kind of face the customer faces me, I will always be a smiling face to the customer. Life is like a mirror. When you smile at it, it will smile back at you. When I see customers smiling at me, and when my work is affirmed by the leaders, I feel an unprecedented joy and pride: I am giving love to the society in this way. Love is our common language!

Third, set higher goals.

Facing new opportunities and challenges, I want to set a higher goal-"to be customer service in the industry"! Our customer service is a business elite with noble morality, sincerity, love and responsibility, excellent professional quality and skills! This requires us to insist that commitment is golden, persist in diligence and enterprising, and persist in learning and innovation. We know that a single flower is not spring, but a hundred flowers are spring. We are all excellent customer service of Quanfuyuan. Let's improve our competitiveness with more advanced marketing concepts, more professional marketing skills and better service. Only in this way can Quanfuyuan develop steadily, healthily and continuously in a strong market, and create wealth and value for society and employees.

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