Customer Service Department Annual Work Summary

Summary is a written material that analyzes and studies relevant situations at a certain stage and makes guiding empirical methods and conclusions. It can elevate sporadic, superficial, and superficial perceptual cognition to a comprehensive one. Therefore, let us write a summary. How to write a summary so that it doesn’t become a formality? The following is a summary of the annual work of the customer service department that I have carefully compiled. It is for reference only. You are welcome to read it. Customer Service Department Annual Work Summary 1

Unknowingly, I have been working in the company for almost 9 years. From just graduating from knowing nothing to being able to handle all work matters and solve problems for customers, I feel I still feel a sense of accomplishment. I owe all of this to Mr. Zhou. When I made a mistake, he patiently told me where to start learning and changing. Only then can I be where I am today. I sincerely say "Thank you to Mr. Zhou." ”!

During my work, I deeply realized that the business hall is the window of the mobile company. Working at the front desk of a mobile company's business hall, I have many contacts with customers and need to coordinate many things. In addition to normal charging and handling business, I also play a role in receiving users, conducting business, coordinating relationships, resolving conflicts, consulting, and accepting complaints. important role.

Over the years, I have made great progress in all aspects. He has accumulated a lot of experience in handling business and answering customer questions, and can provide customers with satisfactory services in a timely and accurate manner. Maybe because I gave birth to a child and took care of it alone for a few months, I have become more patient and have a better temper now. My temper was not very good before, but now I can think about problems from another perspective. I am strict with myself at work. Maintain a strong sense of responsibility, a cautious work attitude and a good mentality. Continuously strengthen business learning and strive to improve business level and coordination capabilities. At work, we provide enthusiastic service, treat each other with sincerity and heart-to-heart, and win the trust of customers through meticulous work.

When selling mobile phones, there are still some shortcomings. I should learn from the smiles of my colleagues. I am not good enough at this point. Secondly, I do not have enough grasp of the product. I can remember it, but after a while I slacked off and did not review and consolidate it. As a result, customers were unable to explain other than basic things when they understood the mobile phone. I will definitely strengthen my study in the future, just like coming to give us training. Like the lecturers, no matter what product, I can tell you its advantages and differences, I believe I can do it.

Since the day I came to the company, I have set a goal for myself, that is: as long as I work, I must do it well, and strive to achieve the best results. I believe in my abilities, and I also Confidence, through hard work, I think I will succeed.

We have ideals, so we are proud; we have struggles, so we are happy; we have gains, so we are happy. Continuously learn business techniques and scientific knowledge at work and improve personal overall quality. Achievements only represent the past, while continuous progress represents the future. Sisters, let us work together to make our due contributions, develop and progress with the company, and continue to write the company's brilliance and glory together! Customer Service Department Annual Work Summary 2

I am xx, graduated from xx University, majoring in xx. I started working in the e-commerce department on X, March 20xx, and my current position is customer service specialist. The several-month trial period of joining the company is coming to an end. Since I started working, under the careful cultivation and guidance of the leaders of the unit, and through my continuous efforts, I have achieved great development and huge gains, whether in thinking, study or work. During this period of work and study, I have a relatively complete understanding of the company; I have a relatively clear understanding of the company's development history and management, as well as personal job responsibilities. In the process of getting familiar with the work, I also slowly understood the company's core values ??of "integrity, diligence, truth-seeking, and innovation", which added new vitality to the company's steady development. The following is my self-assessment during the probation period, which is also a summary of my work performance.

At work, my main position is customer service specialist. At work, I strive to do my job well and improve work efficiency and work quality.

In addition to doing my job well, during the preparation of Tmall's new store and the department's development of new products, I cooperated with the data specialist and used my own advantages to help him develop a series of tables to summarize relevant data; summarize the industry It is a hot-selling product in the e-commerce field, and combined with its own products, the title has been optimized for the fourth time; on the JD platform, the product has been imported, etc. As a pre-sales customer service, we must put customers first and try our best to meet customer requirements. During the period of learning product knowledge and mastering customer service-related skills, I strictly required myself and studied the business assiduously. With such a firm belief, I strive to become an expert. It laid a good foundation for the smooth development of my future work.

In terms of study, I strictly demand myself, correct my work attitude, and combine theory with practice; thereby improving my own strengths and ideological and cultural qualities, including the cultivation of knowledge in life. Good living habits, a fulfilling and organized life, a rigorous attitude towards life and a good life style, being enthusiastic and generous, honest and trustworthy, willing to help others, having your own good principles for doing things, and being able to get along well with colleagues.

Ideologically, consciously abide by the company's rules and regulations, and insist on participating in every company training. I am required to be proactive and to care for every brick of the company. I have always devoted myself to learning and work with a rigorous attitude and positive enthusiasm. Although there are tears of success and the bitterness of failure, the increasingly fierce social competition has also made me fully Recognize the importance of becoming an excellent worker with comprehensive moral, intellectual and physical development.

Although I learned some theoretical knowledge in school during this period, this status quo cannot meet the needs of the work. In order to master the e-commerce industry and sanitary ware industry as soon as possible, I insist on coming to the company every day to learn the company system and theoretical knowledge, etc. During working hours, I learn practical operations and help with small things from my seniors. In the evening, I discuss work with my seniors. Content, I talked about the inconveniences at work, my dissatisfaction and my own shortcomings. My seniors gave me work support and spiritual encouragement. After a long period of training, overcoming and hard work, I gradually became a qualified employee. Customer Service Department Annual Work Summary 3

Time flies, and more than a year has passed in the company. I still remember the patient guidance and help from department leaders and colleagues when I first joined the company in May last year. Now I am very grateful to the company for giving me this honor, and I would also like to thank the company and department leaders for recognizing me. I have learned a lot over the past year. I will now report the content, understanding and feelings of customer service work as follows:

In the customer service department, I am mainly responsible for customer return visits and maintenance in the sales area. The work content includes: :

a. Organize customer information:

After the sales consultant submits the customer file to the customer service department, accurately and timely enter the customer information (including some personalized information of the customer, such as: hobbies, occupation, family status, etc.).

b. Telephone return visit within seven days:

Extract the customer’s contact information from the customer file, communicate with the customer over the phone and carefully record the results of each return visit, and report the customer feedback Report opinions or suggestions to relevant departments, communicate and coordinate with relevant departments, provide customers with handling opinions, follow up on complaints that cannot be resolved on the spot, and respond to customers as soon as possible.

c. 30-day telephone care:

Ask customers about the usage status and mileage of their cars, and remind customers who are about to reach the first insured mileage to enter the factory as soon as possible. d. Three-month first insurance reminder:

First, remind customers through text messages that the first insurance time has expired, and then invite customers to return to the factory by phone. First insurance, etc.

In terms of understanding and feelings, my personal summary is as follows: Customer service personnel must have good qualities, especially when dealing with complaining customers. We must first calm the customer's emotions and make them feel that we represent them. , we are the spokespersons of customers in 4S stores, and we cannot follow the mood of customers. We must learn to be patient and tolerant. As the saying goes: don’t hit the smiling person, and treat customers with smiling and friendly service. This is a magic weapon for complaining customers.

Personal aspects that need improvement: Lack of mastery of professional knowledge. In the future, I will learn more about car maintenance and repair knowledge, and be able to respond to customers who have questions on the phone easily.

20xx is a very critical year for the company and me personally. I will work hard to overcome my own shortcomings, improve my overall quality, and devote myself to work with more enthusiasm. I firmly believe that the journey ahead will tell the story, and the cold years will show the decline. I believe that through continuous adjustment and learning, I will be more qualified for future work and gain sufficient recognition and understanding; I will also work hard to improve and strive to put forward some more suggestions at the appropriate time. Mature plan, looking forward to making a difference, looking forward to jumping on the trend with the company! Customer Service Department Annual Work Summary 4

Hello, how can I help you?", "Thanks for calling, goodbye. !". These two sentences have stayed with me for a month and a half. At the Shidong Power Supply Company of __ Electric Power Company, I worked as an intern as a hotline operator for a month and a half. During this period, through the words and deeds of the masters, and their persuasion , passed on to me the life wealth and practical experience accumulated for many years without reservation, and played a good role in "passing, helping, and leading", which benefited me a lot and gained a lot. I improved my ideological understanding and work ability. I have made great progress and improvement in other aspects, which also laid a solid foundation for my future study.

Since I am a novice, I have to spend more energy and time to learn than others. , so as to keep up with everyone. When I first joined the __ platform, with my hard-working, hard-working and hard-working attitude, I not only became familiar with the operation and processing flow of the voice platform, but also learned more about __ The entire operation process of the equipment makes me more comfortable at work.

However, as an ordinary operator, the __ platform serves as a mass service window, in addition to knowing some simple technologies and professional knowledge. In addition, it is more important to communicate with customers and answer their inquiries and questions. Therefore, what I need more is to have comprehensive business knowledge and good service and communication skills. I study all kinds of new business and new knowledge issued, fully understand its spirit, and keep it in mind; I often look up some basic business knowledge, so that I can learn the new through reviewing the past, and practice makes perfect. If knowledge is the raw material for cooking, then good service and communication skills are the skills of a skilled chef. Only with superb cooking skills can the raw materials show good quality and taste. The same is true if there is no good service. No matter how much I know about language expression and communication skills, no matter how comprehensive I master them, they can only make dumplings in a teapot. So I often learn related services and communication skills online and apply them. Go to the service work.

In the first few minutes of the conversation with the caller, I listened attentively to the caller's message, maintained a polite attitude, and improved the quality of my work. When I encountered feedback, I listened clearly to the caller. All requirements, accurately understand the meaning of the caller, grasp the center of the problem, avoid talking about irrelevant things as much as possible, and keep relevant records to facilitate future contact with users, and protect normal working status. During the follow-up visit, when users report that they are dissatisfied, we should carefully and conscientiously report to the users, try our best to eliminate problems for the users, and be anxious about the customers' concerns and think about what the customers think.

In the process of continuous learning, I found that my life is much more fulfilling and wonderful. The silent me has become chatty. The me who was always forgotten in the past has also gained everyone's attention. Agree. But due to my character flaws, I also missed many opportunities. So in the new day, I will continue my efforts and do better.

The days pass so fast. In the blink of an eye, I have been busy working in the __Customer Service Center for a month and a half. Looking back at the past, looking forward to the future, looking back at every bit of this period, and taking the stones from other mountains, for me, there is nothing, only better.

Customer Service Department Annual Work Summary 5

Many people may think that the work of the customer service department is very simple and boring, and is defined as after-sales service. In fact, this is not the case. Customer service personnel in the infant dairy industry also need to understand various aspects of knowledge. Such as nutrition, child care and communication skills, etc. The process of doing this work will also affect the individual's personality and improve their psychological quality. No matter what major you have studied before or what kind of work you have done, when you come to our group, you should start from scratch. Only by standing on the same starting line can we truly understand the truth that learning has no end.

We regularly conduct health follow-up visits to new and old customers of x, which is a must-do job for every nutritionist in the customer service department every day. Faced with the repetitive work every day, our nutritionists must do their jobs well. First of all, you should have a patient and sincere work attitude. In this information age, the market competition is fierce, and it is not surprising that competing companies will also conduct telephone follow-up visits to customers. Many customers may receive return visits from one or more companies every day. How can we make them interested in our services?

First of all, we must understand that in the process of communicating with customers, although not We are face to face, but the other party can feel our tone and expression. A weak or expressionless conversation may result in you being ignored or even refused to listen. On the contrary, your service with a smile makes the other party feel friendly, so that the distance between us and the customer will be narrowed. Also, during the communication process, we should grasp the topics that customers are more concerned about, and provide customers with the most cutting-edge information based on the different ages and seasons of their babies, such as the current epidemic of hand, foot and mouth disease; the latest parenting information and The fastest information updates and personalized feeding guidance.

Compared with telephone follow-up interviews, answering the hotline has made me more patient. In terms of personality, it has also allowed me to let go of my previous anxiety and immaturity. Many times, when faced with customers venting their emotions, you can’t bear it at the beginning. My own emotions will also follow the customers' scolding, even swearing, and I can't help but get excited, and sometimes I will raise my voice.

Gradually, I learned to start from the customer's perspective, think more from the other party's point of view, put myself in their shoes, and avoid intensifying conflicts. In many cases, customers just want to vent, and the more they talk, the more angry they become. They say whatever they want to relieve their anger. In fact, it is not as serious as what the customer expressed. You should maintain a calm mind, learn to listen patiently and gently comfort customers, understand the ins and outs of the incident, conduct detailed analysis with customers, and try to solve the problems reported by customers as soon as possible.