Summary of Customer Service Week 1 With the cooperation of all the staff in Customer Service Department I, the tasks assigned by the superior leaders were successfully completed.
First of all, the following is the specific work this week:
This month 1 and 10, Yu Ying and Sui Xinyi of a customer service department went out with the Hong Kong and Macao tour group to cooperate with the leaders and are now returning.
2. In view of the change of franchisee information, the department revised the change process through various change problems encountered in daily work, and formulated a more detailed and accurate process for the change of change information and hardware equipment, so as to better improve the work.
3. This week, it is emphasized that the industrial and commercial tax department will come to the company for inspection, and delete the computer desktop, documents, hard disks, browsing records and other related information every day. In order to arrange the reception process under special circumstances.
On Friday, July 15, this department was honored to receive letters of commendation from several franchisees to Liu Shuai, expressing deep praise and gratitude to Liu Shuai for his outstanding performance and warm service. Everyone is happy and proud of him. In the future, we will make greater efforts to follow the example of Liu Shuai and improve the service quality.
In the grand award ceremony held by the company this Sunday, * * * 6 people from the customer service department attended, mainly responsible for camera shooting, voice control, etiquette service and venue service, with a positive working attitude and serious and responsible cooperation with all the work. I hereby commend them.
Second, the work plan for next week is as follows:
1. It's almost the end of the month. At present, the daily flow of company franchisees is also increasing. Our department will make full preparations for the work, not only close to the daily work flow and work information, but also be alert to emergencies, so as to be constant and change, strengthen the guidance for franchisees, and actively cooperate with the reminders of neighboring companies and properties.
2. In view of the difficult problems in the change process and franchisee information change, we will let everyone exchange their work experience at the daily departmental meeting, make further detailed analysis, and guide and assess the employees who are not very skilled in business, so that everyone can work in an all-round way and better improve all the work.
Three, the department needs to be improved in the future:
No matter how perfect the work is, there are still shortcomings, which lead to unreasonable work control and neglect one thing and lose another. Therefore, in the future work, we will constantly improve and perfect, actively adapt to the requirements of the new situation, complete all the work in an innovative spirit, learn to explore our own laws in our work, and further improve our working mechanism. Take the initiative to do the work to the point and implement it to people. Try to reduce the burden on leaders. At the same time, it also gives us the opportunity to stand on this platform to exercise ourselves, strengthen ourselves and make greater and more contributions to the development of the company. I hope the leaders will support us.
Customer Service Week Work Summary 2 is another full, busy and happy week. I stood on the platform where old and new times alternate, looking back and looking forward to the future, and I couldn't help thinking a lot. Under the guidance of the group, with the care and help of the department leaders, and with the friendly cooperation of my colleagues, I have made great progress in my work and study. This week's work is summarized as follows:
First, strengthen business training and improve their own quality.
With the enthusiastic help of the customer service supervisor, foreman and colleagues, my business skills have been significantly improved. As the facade of the hotel, the customer service department must directly face the guests, so the working attitude and service quality of our employees reflect the service level and management level of a hotel. And customer service is the core part of this facade. I know that my responsibility is great and my negligence will bring economic losses to the hotel. Therefore, in my work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level.
Second, increase revenue and reduce expenditure to control costs.
? Open source and reduce expenditure, open source and reduce expenditure? Is the pursuit of every enterprise. Under the leadership of department leaders, we actively responded to the call of the hotel to carry out activities to save expenses and control costs. In order to save money, we use recycled welcome cards as hotel employees. When _ _ rooms check in, when _ _ guests are to be taken to visit, we all use these discarded welcome cards to install keys, so as to reduce the use of welcome cards and save money for the hotel. The printed report paper is used for drafting, and all kinds of reports are printed on both sides as far as possible. Through these controls, we can make our due contribution to the hotel's income generation and do our little bit.
Third, strengthen their own sales awareness and skills to improve the rate of housing.
With the help of the training of department leaders, I learned some sales skills. How to quote the price for guests, what kind of guests quote the price for what room type, how to recommend a better room type for guests with reservations, and so on. Here I would like to thank our department leaders for passing on these sales knowledge to us without reservation. While increasing my knowledge, I also actively make my own efforts for the sales promotion of scattered houses. As long as the guests come to the front desk, I try my best to let them stay in order to strive for a higher occupancy rate.
Fourth, pay attention to the coordination between departments and get along well with colleagues.
Hotels are like a big family, and some unpleasant little things will inevitably happen between departments at work. As the hub of the whole hotel, customer service has a close working relationship with catering, sales, rooms and other departments. So in my daily work and life, I always pay attention to my words and deeds, take the initiative to deal with colleagues in various departments, respect others, and win respect for myself. Everything goes well at home. Only in this way can our hotel and our group make great progress.
The new week is about to begin, and I will work hard under the leadership of hotel leaders. Actively cooperate with the foreman, supervisor and leader to complete all the work, strive to improve their overall quality, improve service quality, correct those shortcomings, and be an excellent customer service receptionist. Strive to achieve better development on the excellent platform of the group and contribute to the prosperity of the group.
Customer service week work summary 3 I have been doing customer service in the company for almost a week, and I feel that customer service is not so easy to do. I directly feel that I am very suitable for customer service, when I do; I just don't think it's that easy to do!
When I first came here, I did the job of changing the standard, which I think is something without technical content; I wanted to do customer service at that time, but now I feel that customer service is not as easy as I thought. Customer service: First, I must have a fast typing speed. Second: you must have a flexible mind and a strong understanding. Third: You should have self-control! In fact, there are more than these three points.
At present, I just summed up these three points when I was doing customer service, and the longer I may be doing customer service; The more you sum up. I've only been doing 10 for a few days, and I can't sum up anything; My own conclusion is that typing should be fast, because if you don't type fast, you will be confused if there are more customers. There are at least three peak periods every day: 10 in the morning to 1 1, 8: 30 to 9: 30 in the evening, and 10: 30 to 16544 in the evening. This is the peak period I have seen for myself at present. I feel that my typing speed is ok, but if it reaches the peak, I will definitely get confused and then spend dozens of seconds adjusting my speed. This means that my typing speed can't keep up, but I think I must improve my typing speed these days!
Second, you must have a flexible mind and a strong understanding. Flexible mind means that your mind must be able to revolve around the customer, not only around the customer but also to fool the customer; In this case, the business is completely won! I think my brain is spinning very fast! But I feel that my understanding ability is not strong, it should be said that it is very poor; I have this problem directly these days. Today, people's customers also explicitly ask: This is the last photo. The clothes are open like a piece of cloth. "
I don't understand. I can't believe I opened the cashmere and looked at the last picture and asked if it was this. At that time, the customer was on fire. Say: Would you please have a look at the chat record? Open the chat record, few lines. I think I saw that I was here yesterday. At that time, I said that my computer was broken and I just changed my chat record. The customer was really angry with me, so he burst out laughing. Then I asked Jiao what this meant. She asked me to ask Zhang Dan, and Zhang Dan called the customer to explain.
Then the customer said come back tomorrow! So a company ran away; So I think we should improve our understanding. So, the next time a customer speaks, you can only look carefully. If you really don't understand, ask an old-timer!
The third point is that we must have strong self-control ability! I think self-control ability is the most important in my opinion; Because if you do business online and do customer service, can you sell things without control? When talking to customers, you must control yourself not to be angry with him, not to be angry with him. Even if the customer is really irritating; You can't be angry with him either, because if you are angry, he must feel unhappy about shopping, and the customer service doesn't do business. He must leave!
These are the three points I have summed up since I became a customer service worker. Maybe I didn't find the key when I was in the guest room, but I just found the fur!
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