As time goes by, another difficult year is coming to an end. Now we should prepare for the annual summary of our posts! Make an annual summary, and then you can fly beyond your dreams next year! So, how to write a personal summary of the post for one year? Maybe you need something like "customer year-end summary". I want to remind you to collect this page for easy reading!
Year-end summary for customers 1 There are many memorable things for bank employees who are at the center of the reform wave, especially comrades who work in the position of account manager. In my own words, at the beginning of the year, "this is the first time that I have officially stepped onto the platform of work for many years", there are many things worth remembering for the bank employees who are at the center of the reform wave, especially the comrades who work in the position of account manager.
At the beginning of the year, I competed for this position. In my own words, "this is the first time I have officially stepped onto the platform of work for many years", and I almost lost the election unexpectedly. The competition made me feel the pressure from the beginning, that is, since then, I have more vitality in my heart, so I must work hard and live up to my mission. He thinks so and does so. Over the past year, I have closely followed the pace of the leadership of the sub-branch in my work and completed all the work well around the work focus of the sub-branch. With wisdom and sweat, with actions and effects, the spirit of dedication and selfless dedication was demonstrated.
Up to now, _ _ _% of the planned new deposits have been completed, RMB acceptance bills have been discounted, RMB intermediary business income has been completed, and RMB personal deposits have been completed. At the same time, fund sales, credit card and debit card marketing have been successfully completed, the online banking system of China Construction Bank of power supply company has been completed, and the development and promotion of the real-time electricity bill collection and payment system of branches have been assisted.
Customer first, deposit as the center.
In my work, I always set up the concept of customer first, taking the customer's affairs as my own business, worrying about the customer's urgency and thinking about the customer's thoughts. In terms of working methods, I always achieve "three diligence", diligent in moving my legs, diligent in hands-on and diligent in thinking, so as to win the support of customers for our business. I can be a serious and responsible person in my work. He captured the information from a cryptic remark made by a company's financial staff, gave timely feedback and tracked it, and finally made nearly 10,000 yuan of funds arrive in the account at the beginning of the year, thus realizing a "good start" and laying a good foundation for the bank's deposit increase work.
In the process of serving customers, I used this article by Youxi. Com, inject brotherhood into my work, make the simple and boring service work rich and colorful, and truly embody the concept of customer first. When a customer receives flowers from him on his birthday, he will be moved by this surprise. If the customer receives his short message when he is upset, he will definitely put his unhappiness behind him for a while and hold a little gratitude; And when the customer is unfortunately lying in the hospital bed, he will see him running up and down after he is busy ... Although everything is normal and simple, there are not many meticulous people like Chen Gang.
"The needs of customers are my job."
I have been engaged in credit and deposit work in banks for more than ten years, and I have a comprehensive ability to work independently. With the needs of bank reform, my working ability and comprehensive quality have been greatly improved, and my business level and professional skills have also been updated and improved with the reform of CCB at various stages. In order to fulfill my mission and complete the tasks assigned by my superiors, as the account manager in charge of several key customers, with the help of the leaders and colleagues of the branch, I boldly explored ideas, established the concept of customer first, recruited different customers, adopted different working methods, and strived to provide quality financial services to customers. In his own understanding of work, it is "the needs of customers are my work".
Year-end summary to customers 2 I always thought it was only later that I realized it, so "stupid birds fly first" became my motto. At that time, "IQ" was not popular. Finally, one day, I stood in the hall of the "ivory tower" and shouted: "Aha, I have become the darling of heaven!" So, outside the cloud nine, I feel that I have made great achievements. Who am I, who am I, who am I, who am I? "lofty" accompanied me to complete four years of study and go to the society. When I successfully entered the First Bank of Guo Zi, I found that college students were really proud as a peacock-rare, and my pride was surging. I always feel that the leadership's vision is too narrow and I don't know who I am. When I promote cadres, I always forget my own existence and often feel incompetent. I laughed at myself and was indignant at the injustice by saying that "everyone is jealous because I have no intention of fighting for spring." At that time, it was not clear that this was called "emotional intelligence".
There is a saying in Zen that "the head is beating". Dr. Wu is a master and wakes up the dreamer in one sentence. Looking back on the course of more than 30 years, if you have realized that success is also three questions, and failure is also three questions, everything you get in your heart is written in words, and you are willing to share it with your lover.
First of all, it is easier said than done to be able to do one thing and love another. Being bored for a long time is human nature. The same thing keeps happening. Don't be sad even if you read it. For example, when counting money at the counter, there are always smiles, fixed conversations, countless bills that are not your own, and sometimes mixed with abuse. Can you like this line of work? So I envy the loan officer, who is free and has unlimited scenery. Only they blame others, and only Nuo Nuo is to blame. Finally, one day, the personnel department informed me that I was lucky enough to be one of them. After the novelty passed, I found myself still very tired: on the surface, the scenery was infinite, but my heart was exhausted and my salary was not good. This target is to double every month. Look at the people around you, some rise to the top (of course, belonging to a few), and some run away. Fortunately, I persisted. Although I changed companies during the period, the nature of my post has not changed, and I still deal with credit every day. I believe that if Leonardo da Vinci didn't listen to his tutor's advice and insisted on painting eggs, he wouldn't have become a grandmaster. Therefore, loving one line and loving one line thoroughly is my first experience after listening to the class.
Of course, it is not enough to have a loving heart. We should strive to become a leader in this field, even a "giant", and gain an irreplaceable position. We must be outstanding, outstanding, outstanding. Master Xing has an unknown line: "I'm just a piece of shit, and that's also unusual shit." Everyone knows the idiom story of buying bamboo slips and returning pearls, and he also laughed at the stupid Zheng Guoren who bought a box at a high price, but did he cheer for bamboo slips? It is precisely because he has become the most outstanding "box" in his industry that Zheng talents don't even have pearls. Therefore, my second lesson is that I will never have to continue my mountaineering career before I reach the top, and I will continue to surpass other climbers.
It is far from enough to do great things by one person. We need partners and an excellent or even excellent team. It would be ideal if members of the team could be selected. If you can't choose, you should be "appreciated", give full play to the strengths of team members and their talents. I think the most suitable person to do this is Tang Priest. His career in western learning was doomed in his last life and he could not choose. Several of his collaborators or apprentices were arranged by Bodhisattva, and he had no choice. Moreover, as far as Buddhist scriptures are concerned, one Wukong is enough, and the Bodhisattva needs to add two places: Bajie and Friar Sand, especially Bajie. I think besides eating, drinking and having fun, this team seems redundant and should be marginalized, but the fact is that Comrade Lao Tang attaches great importance to him and cherishes him. Moreover, in a series of programs broadcast by CCTV, Mr. Ma Yun, who is very popular recently, also listed Bajie as one of his partners. Why? It is Bajie's good character. Look at him. He can't beat monsters. Then find a place to hide and sleep It's okay to be told by master and eldest brother. Fortunately, the Monkey King couldn't stand Master's anger and went back to Huaguoshan. It was also he who acted as a peacemaker and built a ladder to let Wukong continue to escort the great cause of Tang Priest's learning from the scriptures. This is the power of emotional intelligence. Therefore, Tang Priest appreciates him very much, and Wukong also appreciates him and needs him as a "lubricant". Appreciating and praising others can achieve great things. However, it is hard to appreciate. "Scholars despise each other" and "Why Yu Sheng was born bright" are all good lessons. My third lesson is to appreciate with "heart", all the difficulties will be solved and all the gullies can be crossed.
Finally, the most important thing is to manage your emotions, and never burn yourself to death because of a torch lit by others. One of the brightest mirrors is Zhou Yu of the Three Kingdoms. Especially in departments where contradictions are concentrated, we should learn to "control anger", learn not to hurt others' feelings because of quick success and instant benefit, and don't hurt ourselves because of "not being angry".
To improve "EQ" and be the master of emotions has a long way to go, and it needs to be done from the inside out, not only at work, but also in life.
Customer service representatives are symbols of enthusiasm, patience and responsibility. I know that customer service is as important to the company as the door is to the house. Without a good door, people don't want to step in at all. Therefore, without a good customer service staff, the company's development will also be affected. In order to make my work better, I face all kinds of people with a bright smile and eternal vitality every day, only hoping that they can feel my warmth. At work, I actively do all the work. This is my work.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm and tragic-so I began to work hard for it: a cohesive team should be like an "ant ball", which can quickly form a ball when it is in danger and finally get out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users and eccentricity of complainants. Alas, what can be done to prevent a lot of harassment of users?
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, the public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in the call center, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became the experience of forging our ability and enriching our customer service career.
Looking back on the working process and the current overall state of the public speaking group, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and deficiencies waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
The most indispensable thing in life is learning. When you stop studying, it means that you are regressing, and it also means that you have not grown. So in my later life, I will actively learn from others in my work and do my work better.