Telephone Customer Service Work Summary Report 1

At the end of this year and the beginning of the year, I look back on the past and look forward to the future. In the past year, under the guidance of the company, the care and help of superior leaders and the friendly cooperation among colleagues, I have made great progress in work and study. During this year, overall my work in the company was smooth and stable. 20--20 is a meaningful, valuable and rewarding year for me. Over the past year, I have always adhered to strict demands on myself, worked diligently, always kept in mind the purpose of serving customers, and worked hard to do my job well in ordinary and ordinary jobs. Under the careful guidance of superior leaders and colleagues, Through unremitting efforts, I have achieved certain results in my work, but there are also certain problems and deficiencies.

1. There is impatience at work, and sometimes the production tasks are rushed to be completed, which actually affects the production progress and quality.

2. When dealing with some work relationships, I am still not able to handle them with ease, and I seem to be caught off guard and unable to start working.

In 20--20, my main task was to be responsible for the production progress of inkjet printing, dispatching trucks for shipment and handling some customer requirements and opinions, as well as problems that occurred with inkjet printing in the company. I was also responsible for following up on the inkjet printing production. Good "--- Advertising" for all inkjet installation business, as well as some other retail tracking services. "---Advertising"--the total business volume in 2018 has exceeded 267,000, compared with 193,000 last year, an increase of 74,000 over last year, ranking among the top three in the company's customer performance rankings. Of course, These are not my personal work achievements, but the results of everyone's joint efforts. Here, I would like to thank...and all the staff of the Engineering Department, the company's department leaders and employees for their strong support and help. Without your support and help, I would not have achieved what I have today. Today I am here to borrow I would like to take this opportunity to say thank you to all the leaders and colleagues present here!

Looking back on the work over the past year, I have made new progress in my thinking, study, and work, and I have also realized my own shortcomings. The shortcomings are that the level of theoretical knowledge is still relatively low, and my computer office skills are not strong enough. In view of my lack of experience and weak knowledge, I have made a good plan for my work in the coming year.

1. Strengthen theoretical study.

2. Strengthen on-site management.

3. Improve communication skills.

You must conscientiously overcome your shortcomings, carry forward your achievements, consciously put yourself under the supervision of superior leaders and colleagues, study hard, work diligently, and be a powerful person for the world. , and make its own contribution to the development of ---. Finally, I would like to thank you all for your hard work and your strong support for me. I would like to wish you all a happy New Year and wish you good luck in the Year of the Ox, happy family, smooth work and all the best in the new year!

Telephone Customer Service Work Summary Report 2

Although the working time at --- is not very long, I have learned a lot of new knowledge and new technologies, and have come into contact with things that I have never been exposed to before or even thought about. The work content you come into contact with is a challenge, an improvement, and a kind of growth for yourself. Looking back on my work in the first half of the year, I am not very satisfied with my performance. The following is a detailed summary of the completion of customer service work in the first half of the year:

1. Personal customer management and service

In line with the purpose of "people-oriented" service, we have implemented a system for large customers and important customers Door-to-door service, family-friendly service and other differentiated services. We require every account manager to patiently answer customers' questions about communications, satisfactorily solve customers' problems in using telephones, and provide a variety of information services. The account manager will contact the customer regularly. At the same time, the customer can also keep in touch with the account manager through phone calls, text messages, door-to-door visits, etc. Customers can also make an appointment with the key account manager who provides services and request door-to-door service.

On-site services include: business acceptance, setting up new business functions, conducting new business demonstrations, resolving complaints, collecting telephone bills, etc.

In addition, combined with the strategic goal of "service and business", we always adhere to the corporate mission of "creating an infinite communication world and becoming the pillar of the information society", and constantly enhance the employees' sense of "crisis, urgency, mission and responsibility" "In addition to comprehensively improving service quality, our customer service department has made great progress in the company's civilized construction.

2. Retention rate of mid- to high-end customers

In the current fierce market competition, mid-to-high-end customers will become the next market target for our communications industry. In the "war" for market retention of mid-to-high-end customers, only by continuously deepening humanized and family-like high-quality services and continuously improving the level of business technology can we be trusted by many mid-to-high-end customers. In the past, our customer service department has successfully completed the tasks assigned by the company with regard to mid-to-high-end retention rates.

3. Management of outbound callers

Outbound callers account for a certain proportion of the indicators completed by our customer service department. The target customer groups of telemarketing are highly targeted, the service scope is properly designed, and all outbound call personnel work together. In the first half of the year, outbound call personnel played an important role in promoting new business and comprehensively promoting the incremental revenue of new business. Great effect. When outbound team members do market research, social research, service care, and tap potential customers, their service quality represents the service image of our company.

When we train outbound callers, we require them to be proficient in the company's indicators and various businesses, standardize service terms, have professional and flexible response skills, and work closely with the team. So that they can convey the information clearly and clearly to the target customers in the first time. It is a bridge that directly connects customers and the company, so the service quality of outbound callers directly affects customers. Outbound callers further cultivate potential and competitive businesses, focusing on strengthening potential, service management, and service personnel management.

IV. Complaint Handling

In order to further improve customer satisfaction and maintain service continuity, the customer service department used customer value as the criterion in the first half of the year, starting from strengthening complaint management and establishing a customer Complaint quick response mechanism. First of all, optimize the complaint handling process, strengthen the support of back-end managers in handling complaints by front-end account managers, set up a complaint hotline, establish an emergency response mechanism for management to directly intervene in handling, and shorten the time limit for complaint handling.

5. Daily Work

Account managers are the main provider of services to group customers and individual large customers. They are also an important carrier for the company to display the image and work style of employees to the outside world. Account managers His professional image and professional quality have always been the focus of company leaders and customers. In our daily work in the first half of the year, we focused on systematically training account managers to comprehensively optimize the marketing system in terms of service and business, and achieve the scale of account managers. Vigorously promote the scale development of new business, accelerate the pace of service improvement, comprehensively optimize the marketing system, and promote the customer service department to complete marketing targets.

In the second half of the year, I plan to assist leaders in comprehensively innovating service models at work and increasing the market share of new businesses. Assist leaders to comprehensively improve customer service and promote service value. Continue to vigorously promote and implement the core value of "morality, health, and perfection".

Telephone Customer Service Work Summary Report 3

From registering online, participating in listening tests, written tests, interviews, re-examinations to participating in training, I have unknowingly come to the customer service center as a big family. In this year's time, what I have experienced is the change from a college student who just stepped out of campus to an office worker; from an independent individual to becoming a member of the bank's telephone banking customer service center.

Here, we hold a pre-shift group meeting every morning. The team leader of each group will summarize some mistakes from yesterday's outbound and inbound calls, and emphasize the following days on what should be paid attention to in today's outbound calls. What problems? Here, our group members, group leaders and students make cases for each other, discover our shortcomings from each case, strengthen our standard speaking skills, and let us face all kinds of difficult situations. Customers can be at ease when dealing with customers; here, each of our groups discusses the design of each team's blackboard newspaper, and every student actively participates in the discussion. Everyone expresses their opinions, exchanges opinions with each other, and works together to complete the design and production of the blackboard newspaper; here, We hold a large group meeting before getting off work every day. The floor team leader will praise students who have performed well in all aspects and encourage students who have made progress. Here, many good people and good things happen every day. Although these things are small, they are always What we feel from these little things is the warmth of our phone bank - the center's big family; here, we will record our work remarks of the day every day and record every bit of our work; more importantly, in Here, under the influence of the central corporate culture of - Bank Telephone Banking, we continue to improve our own comprehensive quality and constantly improve ourselves...

This tense and busy atmosphere makes people who are a little lazy on weekdays I feel some pressure. But the enthusiasm, welcome, and smiles of the old seats and new students infected me and made me feel relaxed. Listening to the friendly and skillful words of the old employees, watching their skillful operations, and experiencing their seriousness and determination in their work, the impetuousness of youth has faded away, and they have gained a sense of maturity and stability.

The following points can be summarized from this year’s work:

1. Based on one’s own duties and be dedicated to one’s job.

As a customer service staff, I always insist that "it is not easy to do simple things well." Take everything seriously at work, and whenever you encounter complicated and trivial matters, you always do it actively and hard; when colleagues encounter difficulties and need to take over the shift, you can give up your rest time without complaint, make a good work plan, and resolutely Obey the company's arrangements and devote yourself to work wholeheartedly.

2. Study diligently and keep pace with the times.

I remember that the director once said something like this in a class given to our new employees: "If you choose to work, you will choose to keep learning." As a customer service staff at the Telephone Banking Center, I deeply understand that business learning is not only a task, but also a responsibility and a state. Over the past few months, I have persisted in studying diligently, working hard to improve my business knowledge, strengthen my thinking skills, focus on integrating theory with practice, and use practice to train myself.

1. Pay attention to integrating theory with practice. Use theory to guide and solve practice at work. The purpose of learning is application. With the guidance of theory, the ability to analyze and solve problems has been continuously improved, and the principle, systematicity, predictability and creativity in work have been enhanced;

2. Pay attention to overcoming ideological "laziness". Adhere to the study of business knowledge according to the system and plan. First of all, do not regard the learning of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; secondly, adhere to personal self-study according to your own learning plan, carry forward the "nail" spirit, squeeze in time to learn, and correctly handle work and work. The contradiction between learning is not to neglect learning because of busy work, and not to relax learning because of heavy tasks.

In the future work, I will continue to work hard, maintain a good relationship with customers at work, use the best service to solve customers' difficulties, and let me use the best service to resolve customers' problems. problem. Develop the following plan:

1. Complete outbound call tasks efficiently.

During daily outbound calls, learn to summarize the characteristics of each place, be good at discovering the living habits and personality characteristics of customers in various regions, and make efficient outbound calls. For example, when collecting personal loans in the --- area, the call contact rate is usually higher in the afternoon, so we need to make more appointment callbacks for --- --- customers; another example is the --- bank customers, their ability to understand and respond Slow. We need to slow down our speaking speed when making outbound calls to match the customer.

Achieve the combination of quantity, quality and efficiency.

2. Strengthen self-learning and improve professional skills.

Be proficient in "clear words" and be able to blurt out words when solving customer problems; strengthen knowledge base search exercises and become familiar with the tree structure of the knowledge base to help us use the knowledge base efficiently; constantly consolidate what we have learned Business knowledge to answer customer questions accurately and completely;

3. Continuously improve yourself and cultivate the professional psychological qualities that a customer service representative should possess.

You must learn to do boring and monotonous work in an interesting way, and learn to treat work as a kind of enjoyment.

Telephone Customer Service Work Summary Report 4

Unknowingly, one year has passed quickly. As my first year at work, this year is very important to me. Have different meanings. Under the guidance of the leader, I gradually became proficient from being unfamiliar at the beginning, and my business ability became stronger day by day. It has been well received by leaders and customers. The specific work situation this year is summarized as follows:

1. Improve one’s business level

When I first entered the company, my business ability was not as good as Not strong, but fortunately I came to such an excellent big family. Everyone was very helpful to me. At the beginning, if I had anything I didn’t understand, I would ask them and watch how they solved the problem. At the beginning, I often made mistakes, but slowly I accumulated a certain amount of knowledge. After experience, they become as skilled as the old employees. Gradually, I found that I could no longer learn much from my colleagues. I learned everything I should learn from them, so I started to look for information and video tutorials online to improve my business capabilities. I will also find time after work to read some Chinese and foreign classics to improve my horizons and broaden my thinking.

2. Achievements in work

During this year, when I first joined the company, I was rated as a potential new employee by my boss, and once as an employee of the month. Although these awards do not have any prizes, they are great honors for me. This shows that my efforts are not in vain and are seen by the leaders, which gives me great encouragement. In my daily work and life, I always keep our company's rules and regulations in mind, always use polite language, and use the closest words to let every customer who calls feel the attentive service and warmth from our company.

3. Establish your own service awareness

As a telephone customer service, my most important responsibility is to help customers solve their problems while making them feel satisfied. So this requires certain skills, and these skills are also some of the things we often train. First of all, you must concentrate on your work during working hours and do not eat snacks. This is a great disrespect for customers. The second thing is to always remind yourself to keep in mind your responsibilities as a telephone customer service, so that you can get rid of the idea of ??taking a rest and being lazy in your mind. Finally, we need to pay attention to whether our words are offensive to customers. Of course, it is also important for us to pay attention to whether our words are clearly pronounced and whether they are spoken in standard Mandarin. After all, we use our mouths to communicate with customers, and we cannot take back what we say, so we must pay attention to the above things.

In the coming year, I will work harder than this year to repay the company for cultivating me. I know that I still have many shortcomings, but I will make myself better in the days to come and raise my business level to a higher level.

Telephone customer service work summary report 5

I am an old employee of the company and have been working in the company for two years. It is a coincidence that I became a telephone customer service person, but it also allowed me to continue on this path. I have been going on until today. Now I will summarize my experience in telephone customer service this year.

1. Be confident and confident

Many times we do not have enough confidence to communicate with customers because our customers are all people with status. Faced with these people, many of us unconsciously fall behind when communicating with them. We are intimidated by them when talking to them. In addition, coupled with our own lack of ability, it results in the lack of confidence in recommending products when communicating with them. That customer doesn't trust it because it is not what the customer needs and does not meet the customer's requirements. If you want to convince the customer and win the customer's recognition, you must have enough confidence and be able to face any problem calmly. No matter whether the customer is angry or calm, we must treat each other calmly. In addition, we don’t have to care even if he has an opinion, because we are on the phone. You can hang up the phone at any time. There is no need to be afraid of them. Customers are also human beings. Just like us, there is no need to put pressure on yourself, just keep a normal mind and communicate.

2. Be able to grasp the needs of customers

When we are selling, we must know what the customers need. If we don’t know what the customers want, we will just make casual recommendations like this. Many Sometimes the first choice of customers is to hang up the phone, because what we have is not what they need, and insufficient force-selling skills will be self-defeating. But only by targeting the target audience, targeting the right customers, and meeting the needs of our customers can we achieve good results. To achieve results, don’t hold on to the illusion of casting a wide net. Doing so will only waste time if you don’t get any benefits. Customer service is not something that can be done simply. We must realize the needs of our customers. Only by doing a good job and meeting customer requirements can we achieve our goals.

3. Master the basic speaking skills

No matter what we do, we must lay a solid foundation. The same is true for our telephone customer service. We must fully master our most basic speaking skills. Yes, I spent a lot of thought and effort in order to master the speaking skills. It is not something that can be learned simply. Not only do I have to spend time memorizing them, but I also have to turn them into My own tools. Although I am an old employee, my speaking skills are often updated. I also need to update my speaking skills from time to time, so I have always attached great importance to speaking skills. I learn speaking skills from the most basic ones and continue to learn them. The way of speaking, but also the magic of speaking, must be learned. Only by learning the soul and mastering this method can you show your talents and achieve success when it is really put to use. This is how I have persisted.

4. Understand your own customers

Customer service must not only understand the needs of the customer, but also understand the customer as a person, such as the customer’s gender and the customer’s economic conditions. Of course, it is not for us to Instead of searching for the customer's privacy, you can judge the customer's basic situation based on the individual's conversation and attire, and then communicate with the customer based on the specific situation.

Telephone customer service is not a simple job. It requires hard work and learning. As an old employee, I never dare to neglect and always insist on learning and making progress to achieve success.

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