?How to write a year-end summary? Many people don’t know what to write in this year-end summary. So after collecting and processing, I provide you with a complete collection of online customer service personal year-end summaries for 2022 (selected 6 articles). For reference only, hope it can provide reference for you! Online customer service 2022 personal year-end summary (selected 6 articles) one article
? I have been engaged in service work for nearly seven years. I have written many times in seven springs, autumns, winters and summers. It feels like a relay station. , the comb can calm down the tired heart, burn with good hope, and improve the domestic animals sharply for the next journey. No matter how many work services are ordinary, always continue to challenge, keep looking for the meaning and value of work, and always keep telling yourself: do your own value, go your own way, and let others speak. The following is my personal work summary report:
?The customer service work of a customer service representative feels like a person has learned to eat chili peppers. The whole process feels like only one word: spicy. If one day you have become accustomed to this smell and the smell will no longer make you cough or make your nose water when you touch it, you are already a very experienced old employee. I come from a front line worker so understand the smell. Monitoring, monitoring work In the past two years, I have been constantly exploring and trying to find a different flavor that can dissolve and melt the "hot" flavor generated by the front desk for users. This is operator emotional management. After all, most people need to manage your emotions, control and supervise them.
?Before each new employee comes online, I will tell them that an excellent customer service representative only has skilled knowledge and superb service skills. I want to try to continuously improve on the basis of the following two points. , as a customer service representative's professional psychological quality, learn to do boring and monotonous work, live and study as a kind of enjoyment. For users first, honestly, relatives or friends, sincerely provide users with practical and effective advice and help, which is a prerequisite for a happy job. Then, when providing consultation, listen carefully to the user's problems and do not pay attention to the user's attitude. This will keep you calm and carefully analyze the user's emotional anger as a guide to prevent complaints caused by the user's service attitude being put on the fire.
In addition, in ordinary traffic management, I have found a balance between these two management models, humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, emotional fluctuations and affecting service attitude, a more effective way is to communicate with employees before punishing them. The best way is to summarize, feeling that they have grown up in the wrong way, a person with a certain mind and spirit Face it bravely and bear the consequences of your mistakes, it cannot pass. As the saying goes: Admit mistakes and change without them. So there is no need to slap yourself for long-term suppression and escape, "Mongolia's long-term appropriate number" and hard-working life. This is the most rational choice and the best lubricant for dealing with employee relations. Only in this way, the front desk will help Narrow the gap, create a relaxed atmosphere, stabilize employees' emotions, and maintain a good service attitude.
? Of course, constantly putting more than their experience and ideas into practice and achieving good results at the same time, we are in an important position, more like a screw, front desk, back office department leader, quality inspection, As well as effective cooperation between department managers, but also with other organizations or departments, more harmonious communication and exchange between traffic management work in an orderly manner. While I'm trying my best to do something, the Team 2 font is particularly impressive. I was deeply moved by this story:
During the tyranny of floods, people gathered on the dam and stared at the raging waves. Suddenly someone shouted, "Look, what is that?" Black spots like men's heads came as the waves came, and everyone came closer to the rescue. "That's the ball," said an old man. "Ants are spiritual things. Flood, one year I saw a ball, and the size of a basketball. When the flood came, the ants quickly stuck together, and the waves drifted. Some of the ants on the outer layer of the ant ball would wave into the water. But As long as the ball can land or encounter a big drift, the ant saves. "It doesn't take long for the ball to land and the ant's portrait of the landing craft warriors, driving one level at a time, quickly rushes to the bank's row." A large ball was left in the water near the shore. This is the heroic sacrifice of the ant ball layer. They were no longer crawling, but their bodies were still locked in each other's arms.
So calm, so miserable------------So, I started to work hard: a cohesive team should be like "ants" who can quickly generate amazing power in dangerous events and finally get out of the woods, Employees in our call center help each other and are united, not afraid of unreasonable entanglement, users are not surprised by bias, wow, a lot of harassing users and how to prevent it!
? Fortunately, our call center It is a team in itself, full of passion and vitality, and everyone is in flow. If you don't advance, you will retreat. The strength supports and actively participates in team building. Good and harmonious cooperation with another monitor, complementing each other, filling each other's gaps, coupled with the strong support of the department manager and the friendly smile, no matter what difficulties, we can unite to find effective treatments, survive, and continue to improve traffic management work. As we all know, business has always been the focus of disputes and complaints. Users and credit card users have the highest number of call centers every month for business reasons. A large part of the pressure of monitoring work comes from customer service year-end summary sample, so they are always walking on thin ice in dealing with such When making a complaint, be careful to avoid complaints that result in poor handling. , often find it difficult to decide or influence complaints, always without the help and guidance of superior leaders, thanks in large part to the decompression of monitoring work, which is a feeling of stability that carries people with "the sky is falling." There are several such complaints in memory, but the near misses ended up being experiences that forged our capabilities and enriched our customer service. Online customer service 2022 personal year-end summary (selected 6 articles) Part 2
? Let’s talk about one more topic related to newcomers. There are many junior and mid-level managers of corporate call centers here today. I personally think the emphasis on newcomers is in line with fuzzy management theory. When a new employee enters a company, no matter what position he is assigned to, he will always be in the dirtiest, messiest, worst, and most inconspicuous position. If he is lucky, he will have a master. If your life is not good, you basically rely on personal struggle. If you have personal charm, you can plunder some resources to help him survive the adaptation period in the first half of the year. This situation is very similar to the growth of mushrooms. Mushrooms also grow in the darkest and most inconspicuous places. When they are grown, they are sold by others. If they do not grow well, they rot in the forest. Therefore, don’t let our employees, especially new employees, lose at the starting line. Because he is our future.
?I originally swore not to advertise. I really don't want to advertise. My ad is on this page and it will never be longer than 30 minutes. The advertisement on this page has stayed here. When you know me, you don’t actually know me, Lu Yan, but you know the platform that Lu Yan represents. Our company is relatively low-key and deep, and has never done any advertising, so today I came out to advertise for the first time, China Digital, not that Digital China. To be honest, China Digital is not well-known, but this company is not small. We have 70 branches in China, with our main businesses concentrated in three areas. One is IT applications. Companies such as China Enterprise Dynamics, Xinwang, and China Enterprise Open Source all focus on IT applications. The second is culture and communication. I believe you have seen "Confucius". It was a movie produced by China Digital Group and hired by Hu Mei. However, it did not do well at the box office and could not compete with "Avatar". The third is to make some contributions to the motherland's housing project, encircling some land in Guangzhou and Wuhan, building some houses, and defrauding some people of their pockets. We have more than 7,000 people working on IT applications and advanced platforms. We are headquartered in Beijing, in the Economic Development Zone. Every time I communicate with friends in the industry, I advocate openness. If you go to Beijing, which is not too far away from the South Fifth Ring Road, you must come to our place. We will move to the China Digital Park immediately, and everyone is welcome to visit us.
?I have been working in a call center for 12 or 3 years. In terms of human resources management, I am constantly exploring, enriching and revising my employment principles, including the principles of employment management. Everyone is talking about selection and cultivation, so I added two more dimensions, cutting and releasing. Choose, choose who? At the top decision-making level of the call center, he will be more inclined to choose someone who is more similar to himself, just like choosing a wife. He is not a member of the same family and does not belong to the same family. When choosing a person, he should have a pleasant humanity and a humble character. A person who doesn't know the heights of the sky is definitely not suitable for customer service. For example, my wife describes me as like a little mouse. If something happens, others think it’s okay, but you think the sky is falling? This kind of person is suitable for making complaints and doing customer service.
At the same time, customer service work is a high-pressure, highly repetitive job, such as
? If you do not have the ability to release yourself and the ability to withstand attacks, there will be no way to balance life and work. Education, many companies have done very well. Stay, create opportunities, and keep promises. As a manager, keeping your promises is the most important lesson you should take. One mistake that some of us smart managers tend to make is that they like to make promises, and they must have a time, a place, and a clear way to make promises, but in the end they can't do it. If they do, they will lose people and there will be no good words. Online customer service 2022 personal year-end summary (selected 6 articles) Part 3
?20xx has passed smoothly. In the daily work of serving customers and owners, the customer service department staff provide consultation to customers and owners , answered the questions and difficulties raised patiently and meticulously, and gave reasonable suggestions to help the owners solve their problems. When receiving complaints and repair reports from owners, the staff of the customer service department can actively follow up, proactively ask the owners how satisfied they are with the processing process, provide valuable customer opinions and information to the property company and sales department, and show the treatment that employees of the customer service department should have. Customer skills. In daily work, cooperate with the sales department to complete weekly house delivery work in a reasonable and orderly manner. In addition, based on the regional conditions in the north, the customer service department fully cooperated with the community's water blowing work arrangements. At the same time, it carried out comprehensive inspections of public areas within the community buildings, and immediately forwarded the problems discovered to the relevant departments for rectification. Achieve discovering and solving problems in advance before customers, thereby providing owners with a good living and health environment.
?In internal management work, with the ardent help of the leadership, the customer service department has gradually achieved a clear division of work responsibilities, and employees have performed their duties. Therefore, the work has been relatively smooth, and the intensity of execution and work efficiency have improved. improve. This year, we will use the last quarter of this year to organize training on actual property cases, employee service standards and codes of conduct when there are relatively few residents, and gradually create a good working atmosphere based on system management, procedures and standardized services. Effectively implement and implement the company's various systems and requirements. The current work is summarized as follows:
?1. Housing collection and occupancy situation in the community.
?A total of 1,086 households have completed handover procedures and issued keys in the first phase. The remaining 117 households have not yet handed over their houses.
?A total of 800 households have completed handover procedures and issued keys in the second phase. The remaining 425 households have not yet handed over their houses.
?A total of 510 owners moved into the first and second phases of the community during the peak season (summer). In the off-season (winter) of the community, there are a total of 20 households in the first and second phases.
?2. Daily repair work and completion status
?Received ***2371 daily repair complaints from owners in the first phase, and ***completed 1678 cases, with a completion rate of 71 %. The main reasons for incomplete completion are the color difference of wall paint (work has been stopped in winter), cracks in the wall (work has been stopped in winter), peeling of exterior wall corners (work has been stopped in winter), severe leakage of windows and bay windows, and the effect of repairs is not obvious after many times. , The entry door has scratches and requires replacement, the clothes drying rack has fallen off, the wooden floor has been soaked in water (the wooden floor cannot be repaired if it is not purchased in time), some room keys have been taken away by the owner and will be repaired next year, and the video intercom line in the first phase is not working well.
?We received ***2,129 daily maintenance complaints from owners of the second phase, and a total of 1,422 complaints were completed, with a completion rate of 67%. The main reasons for the unfinished work are the color difference of wall paint (work has been stopped in winter), cracks in the wall (work has been stopped in winter), peeling of exterior wall corners (work has been stopped in winter), and leakage from windows and bay windows. The results of many serious repairs are not obvious, the entry door has scratches and requires the door to be replaced, the clothes drying rack has fallen off, the wooden floor has been soaked in water (the wooden floor cannot be repaired if it is not purchased in time), and some room keys have been taken away by the owner. It will be repaired next year.
?The building management staff of the customer service department inspected the building throughout the year and found and reported for repair 612 problems with public areas, and they were basically solved. The problems are mainly concentrated in the lack of screens in the windows of the public buildings, broken crescent locks, sensor lights in the corridors not working, contamination of the walls in the corridors, water on the walls, and damaged pipe well doors in the public buildings.
?This year, the Customer Service Department posted a total of 47 notices of various types. Ensure that the notice is issued in a timely and detailed manner, with clear expression and accurate wording, and at the same time, actively cooperate with the content of the notice to provide relevant explanations. Notices posted mainly include: notices of water outages, notices of power outages, and notices of organizing various activities.
?In addition, the customer service department will work best to cooperate with other matters such as the opening of natural gas in the community this year.
?3. Cooperate with the sales department to borrow keys
?Cooperate with the sales departments in various places to view houses and borrow keys every week, borrowing keys more than 560 times in total, and cooperate with the Weihai sales department to borrow keys more than 210 times Second-rate.
?4. Coordination work with water blowing in winter
?In the first phase of water blowing notices, 598 were sent by registered mail, and 92 were returned. ?The keyless rooms in the second phase will be notified by phone to the owners of water purges. Total number: 282 households.
?5. Vacant room inspection
?Customer service staff use the period of inspection of the public areas of the building to inspect the vacant rooms in the building to check the operation of the water meter and the integrity of the doors and windows. conditions, whether there are any abnormalities in the room (including whether there are leaks, leaks, drips, run-outs, leaks, etc. in various indoor pipelines). Abnormalities should be solved immediately. If there are major problems, they should be reported to the department supervisor in a timely manner and the whole process should be tracked and dealt with. Condition.
?6. Learning and training
?In the third quarter, the General Department organized employees to study property management teaching videos to broaden the knowledge of customer service personnel and become familiar with property regulations and related work procedures as soon as possible , has a deep understanding and profound interpretation of the property industry. In the fourth quarter, when there are fewer residents, we organized employees to learn about actual real estate cases, employee service standards and codes of conduct. Property management personnel should have basic qualities and relevant training on building inspection content and precautions to further enhance the professional skills of customer service personnel. Prepare in advance for the peak occupancy rate in the coming year.
?7. Commendations from owners
?In one year, the building management staff and the owners have become familiar with each other from strangers, and they have won the recognition and affirmation of the owners in their daily services. And received many verbal and written praises from the owners, including:
?8# and 9# building manager xxx received 2 letters of commendation from the owners and received many verbal praises.
?6# and 7# building manager xxx received a commendation banner from the owner.
?21#, 22#, and 23# building manager xxx was praised once by the owner in the owner forum.
?8. Current problems
?Mainly key management issues, insufficient staffing and many indoor maintenance problems, resulting in keys being separated from building managers, causing more safety hazards .
Looking back on the past year, although we have achieved some results, every development and progress is inseparable from the caring guidance of the company leaders and the active efforts of the employees in this department. But we know very well that there are still many shortcomings in our work, and there is still a big gap between the requirements of brand property management. In the new year, facing new challenges and tests, we will invigorate our spirits, work hard to improve the level of property management, meet the requirements of owners and users, and write a new chapter for xx Property. Online Customer Service 2022 Personal Year-End Summary (Selected 6 Articles) Part 4
? You must have good language communication skills, so that customers can accept your products and finally conclude a transaction. Thirdly, as a customer service officer, you must have sufficient knowledge and understanding of the products in your own store, so that you can provide customers with more shopping suggestions and answer customers' questions more completely.
?1. Work:
?This week’s work mainly includes the following four points:
?1. Do a good job in sorting out basic information and reporting to The factory reflects the customer's situation and customer information to the factory;
? 2. Do a good job of order tracking: after the customer takes the order, confirm whether the customer has paid and whether the daily order can be shipped on time.
?3. After-sales tracking: whether the customer has confirmed receipt of the goods, tracking the time of receipt, and whether there is any return or exchange;
?4. Maintaining old customers, Maintain regular contact with old customers to understand the latest trends in customer demand for products. In addition, it is necessary to introduce the company's latest products to customers to determine whether customers have needs.
?2. Problems at work
?1. Express delivery issues. Many of our products are equipped with motors, but our main logistics providers do not accept express delivery in some areas. There are restrictions on transportation, resulting in delays in logistics.
?2. Due to the lack of product knowledge and limitations of business level, I was unable to persuade customers well during the communication process with customers and failed to allow customers to place orders as soon as possible. I still need to continue learning to improve my product knowledge and improve my business level.
?3. Product quality problems are different, so the degree of customer reaction is also different. More customer feedback needs to be collected, and then fed back to the product department for adjustment. Online customer service 2022 personal year-end summary (selected 6 articles) Part 5
?The work of customer service is relatively cumbersome, and the work content is the same every day. The difference is that the customers you face are changing. Today you You meet a very annoying customer, and tomorrow you meet a customer who is easy to talk to. You don't change day by day, but the customers you chat with are constantly changing. More customer service staff are lost in this repetitive work day after day.
? On the contrary, there is actually a problem worth thinking about for our customer service: how to maximize the stability of a group of unchanged customers and accumulate more loyalty for the store while remaining unchanged every day. Fans, these loyal fans, not only need the strong support of the store's product quality, but also need highly skilled communication and service from customer service.
?As an online store customer service, the basic thing to do before sales is to be familiar with the various operations of Aliwangwang and the specific use of the seller's backend. This is the foundation, so I won't go into details, but there are a few points It needs to be emphasized;
?1. Set your Wangwang friend verification to add you as a friend without my verification. Don’t turn away customers who want to add you as a friend. Verification will reduce the customer experience. .
?2. When setting up the customer service workbench, try to set a reminder of how long a customer has to wait to prevent customers who have waited too long from being ignored when the volume of inquiries is large, thereby degrading the customer's service experience.
?3. Automatic reply settings: The automatic reply settings for the first time you receive a customer should not be too long. It is best not to exceed 4 lines. Too many words will affect people's reading habits. The font should not be too large. , size 10 is fine. The font color should not be too fancy. It is taboo to include multiple colors in a paragraph. Generally, two colors are acceptable, but don’t give people a chaotic feeling. Two font colors can make the store’s express delivery more convenient. Information and activity information are highlighted in two colors of fonts for easy visibility at a glance.
?4. Setting of personalized signature: It is best for customer service staff to set a personalized signature. The content can be the store’s activity information or the store’s main products, which can be scrolled and played. This is a very useful feature. It’s best to make good use of the good free placements!
5. Setting of shortcut phrases: The setting of shortcut phrases can maximize the reception speed of our customer service, reduce the waiting time of customers, and improve conversions Rate. You can set shortcut phrases for some commonly used event information, express delivery questions, and reception closing remarks that customers often ask about, which will greatly facilitate our customer service work.
?In addition to Wangwang’s operating skills, as a pre-sales customer service, you must also master some sales communication skills to make customers feel comfortable, put the money in their own pockets into your pockets, and keep doing it To say thank you to you. Generally, each customer service has his or her own set of experiences. I will briefly mention a few points here. If there are better methods, please feel free to enlighten me!
? Don't agree to a customer's request easily, even if his request is very simple. If you agree easily, the customer will think that we are taking it for granted. We are making their money, and they are likely to doubt our profit. When the customer asks how many dollars are still missing When asking for free shipping or price reduction, you can first tell the customer, dear, we are really offering a very good deal. You see, we have sold so many pieces, and we have never encountered this kind of situation. It depends on you. Old customers are almost eligible for free shipping. Let me apply for you. Ordinary customers don’t get this kind of treatment? Then the customer service can wait 30 seconds before replying to the customer and pretend that they have applied. In fact, there are many similar things. Customer service can make the decision on its own. If you agree to the customer's request, the customer will feel that you respect him very much and fight for his rights, and he will generally thank you very much.
?In fact, customer service should not only position itself as a pre-sales consultation customer service, but also have the ability to deal with certain after-sales problems. In addition to receiving some pre-sales consultation questions, pre-sales customer service also It is inevitable to deal with some after-sales problems, not to mention general returns and exchanges. Like other problems, such as lost parts in express delivery, wrong goods, missing shipments, etc., pre-sales generally have to be dealt with with the assistance of colleagues. Customers, calm customers' emotions as soon as possible and proactively solve problems. Customer service should not explain too much and avoid solving the problem. When customers have problems, they come to you to solve the problem. If you explain too much, the customer will only feel that you are evading responsibility. Customer service can give the customer a few explanations. Process and other aspects, and then say sorry to the customer, sorry, the topic has changed, and we will immediately cut to the chase and we will solve the problem for you immediately.
?Work plan for next year
?1. Think more and understand the psychological needs of customers.
?2. Use your free time to learn some Taobao promotion techniques and marketing methods.
?3. When customers inquire about some information about products, they should use civilized language and be polite to customers, convey a harmonious chat atmosphere, and let customers feel the sincerity of the seller.
?4. If you encounter problems at work or have good suggestions or ideas, it is best to record them.
Of course, the above points are far from enough. I will also observe more and take more actions in my future work. Online customer service 2022 personal year-end summary (selected 6 articles) Part 6
The work at this stage is now summarized as follows:
1. Improve service quality. First of all, we believe that if the company's service quality needs to be improved, it is not enough to rely solely on the follow-up inspections of our service office. Therefore, at the beginning of the year, we formulated a part-time duty manager for the floor, who is served by a floor director-level person, who is the same as our *** Cooperate to inspect the daily behavioral norms of employees on each floor, thereby strengthening the strength in store inspections. In the second quarter of this year, the Service Office led each commodity department to carry out team building. Taking each area of ??the commodity department as a unit, we will specifically carry out construction in the aspects of customer complaints, foreman handover, and daily assessment of shopping guides. We will implement mutual inspections of stores and self-inspections of departments. The service office will lead a team to conduct joint inspections two to three times a week and based on the results. Issue inspection and rectification notices (participants include service office personnel, department foremen, directors, and floor managers on duty), and on-site management is responsible for each level and managed hierarchically (service office level → department level of each commodity department → squad leader level → store manager —employees), increase efforts. Department cadres are responsible for the on-site management of their own departments. They can deal with problems in a timely manner, which is more conducive to management effects in terms of employee acceptance and cooperation. Establish a store manager training system and conduct sales follow-up. In the third quarter, the service office replaced the service quality tracking cards of all employees and established service management files for all employees. For employees who violated disciplines more than 6 times throughout the year, we will suspend the employee's qualifications, conduct training and re-apply The onboarding procedure enables all employees to establish crisis awareness and comprehensively improve service quality to create the best service environment. To date, more than 4,000 service quality tracking cards have been replaced and issued. Before the store anniversary, we also launched the "My Smile" and "My Smile" among employees. I lead the service slogan and organize the production of employee smile service cards, which are distributed to all employees and worn by all employees. In this way, all employees face every customer with a smile and retain Guofang Parkson's smile for customers. In August, in order to further improve service quality and establish employee service awareness, ***44 service star candidates were launched, which played a role in leading from one point to another.
?3. The scope of personnel management inspections should be comprehensive and institutionalized. Incorporate the management of second-line and front-line employees into a synchronized track for daily supervision and management. In accordance with the company's relevant rules and regulations, we will treat everyone equally and strictly implement them to be fair and just, not favoring one over another, achieving transparent supervision and inspection, standardizing management, and eliminating the problem of inconsistent implementation standards. We have also formulated a rectification notice to promptly deal with the problems found. We have made rectifications, which have greatly improved some work, and we have also increased our efforts to inspect cadres on the job, increasing it from twice a day to four to six times, so that managers in each department have a sense of self-discipline. In terms of welcoming guests, we require managers on each floor to stand in the employee aisle to greet employees before entering the store every day. In this way, the affinity of managers is strengthened and the distance between managers at all levels and employees is increased. Much closer.
?4. The five major managers of the store have a strict inspection system and put forward the key points for inspection on each floor. During daily inspections, the duty manager of the service office must perform the "three diligences" of hand diligence, legwork and mouth diligence. Communicate with the department in a timely manner on the discovered problems, issue a rectification notice, propose a rectification deadline, and conduct inspections and follow-ups so that all kinds of problems discovered can be solved in a timely manner (but some problems cannot be implemented, mainly hardware problems) Lord, we will follow up through inspection reports) to put an end to the passive situation of talking but not implementing the work. In the first three quarters of 20xx, the service office inspected the store and found a total of 5,823 disciplinary violations by various employees. The company's average disciplinary violation rate was %.
? Most of the employees are mainly given criticism and education, and only a small number of employees who often violate disciplines are given financial penalties. This also reflects the company's humanized management and reduces the passive situation of punishment-based management.
?5. Improve the business skills and professional level of the duty manager. We have developed a systematic training plan based on the shortcomings of the duty manager's business, and conduct regular training on product knowledge and professional knowledge. Our duty manager will serve as the trainer himself, and we will use our weaknesses to make up for our own weaknesses through training, such as Some comrades in our department don't know how to carry out their work, so I will arrange for them to talk about "how to carry out their work effectively during working hours", thus further improving the duty manager's business skills and handling of customer complaints, and further improving the self-supervision and self-management mechanism. , In the first three quarters, the Service Office conducted nearly 20 various types of training internally.
?6. Work in a silver store. In specific work, the service office cooperates in accordance with the company's unified arrangements, including personnel recruitment, training, etc. I lecture on commercial service regulations, with a total of more than 20 class hours, and the training tasks are completed on time. Secondly, we also trained service desk personnel to change their service concepts. What customers need is what we have to do. Always deal with problems based on customer satisfaction and provide customers with "as you wish" services. We also have strict requirements for the duty managers of the Baiyin Store Service Office, requiring them to manage according to the management level of the main store. Although there is still a gap between the management of branch stores and the main store, we are confident that we can improve the management of branch stores.
?7. Actively cooperate with the company to complete various tasks
?From participants, executors, planners to organizers, there are service offices everywhere in the company's various large-scale activities. As a duty manager, he can complete all tasks proposed by the company in a timely, comprehensive, quality and quantitative manner, and has achieved certain results, which has been recognized and affirmed by the company leaders and the leaders of the Human Resources Department. Summarizing the work of the Service Office in the first three quarters of 20xx, although we have achieved certain results and have been recognized by the leaders, our work improvement is still progressing slowly. There is still a certain distance between the professional quality of the personnel and the standards of the duty managers, and most of the departments As new employees, their professional quality is still relatively low, and their experience in handling customer complaints is still relatively lacking. In terms of service quality, there is still a certain distance from large shopping malls in developed cities. All in the fourth quarter of 20xx-20xx In the first quarter of this year, I will work hard to improve the quality of our staff, improve work efficiency, take the lead in advocating and implementing "specialized services" in Lanzhou, and play a special service card, so that customers can not only enjoy the brand culture of Guofang Parkson, but also enjoy To Kwok Yong Parkson's service culture.