Self-evaluation of after-sales service 1
In the past year, under the direct leadership of the issuing company and the wise guidance of _ _ _ _ _ _ _ _
Adhere to the concept of service before steel pipes arrive. This year's service focuses on the Second West-East Gas Pipeline, Central Asia Pipeline and Lanzhou-Zhengzhou-Changzhou Pipeline. At the beginning of the year, the leaders specially formulated the service work plan for the second line of west-to-east gas transmission, defined the service personnel and service locations, and put forward the working methods and standards. After-sales service personnel are required to give written feedback on the problems on site every Friday. For any information related to Baoji Steel Pipe, they should arrive at the scene at the first time to coordinate with relevant parties, give timely feedback and give users a clear answer within 24 hours, which further improves the brand effect of the enterprise.
In June this year, _ _ _ General Manager and _ _ Deputy General Manager personally led a team to inspect the project department, EPC project department, transfer station and the site of the Second West-East Gas Pipeline. * * * lasted more than half a month and traveled more than 8,000 kilometers. This visit shows that the company leaders attach great importance to our after-sales service and has been highly praised by the project management department. Through this visit, I learned about the steel pipe quality, on-site service and construction progress of our company, listened to the evaluation and opinions of the transfer station, construction and supervision on our company and products, and coordinated and solved related problems on the spot. At the same time, I have carefully analyzed the opinions and suggestions collected on the spot of the Second West-to-East Gas Pipeline, and put forward the improvement measures and the completion deadline. According to the deployment of the responsible company, the after-sales service of the responsible company and the directly affiliated units will be integrated into one, and the after-sales service will be well done with a unified service and management model. The field service personnel will be subdivided and grouped, and the responsibility will be implemented in groups, and the responsible person will be clearly defined, so that the service can better meet the requirements of field use. At the same time, it also greatly encouraged and helped our front-line service personnel. This year is the year when the major pipelines of PetroChina started construction one after another. In order to improve after-sales service quality, enrich after-sales service materials, improve after-sales service procedures, persist in service innovation, change traditional simple after-sales service into overall unified service, and continue to provide special services irregularly. The leader arranged for our service personnel to study in the management and anti-corrosion units in batches to improve their service skills. Due to effective measures and strict discipline, the work style of employees has obviously changed, and the execution, work efficiency and service quality have been greatly improved. At the same time serve the website.
The staff added generators, angle grinders, thickness gauges and other on-site service tools, which effectively solved the product damage caused by uncertain factors and created conditions for on-site construction.
20 13 under the correct leadership of Mr. Han, we will earnestly strengthen the quality of service and constantly improve our own technical level. On the basis of the original system, we further standardized the service process, tabulated the daily work, and incorporated the service indicators into the target management assessment. Combined with the customer's opinion survey on service, we take the results as the basis for improving service measures. Strengthen service and handle customer recommendation, keep close contact with personnel of all units on site, keep an eye on site dynamics at any time, and ensure that problems are solved in time.
Self-evaluation of after-sales service II
After nearly a month of contact with after-sales service, I have a deeper understanding of my business. After-sales service is indeed a very indignant job, but it is also a very humanized profession.
It seems simple to get the information of equipment failure from the user and then forward it to the manufacturer, so that the manufacturer can send a master to repair it, but this is not the case. Because most of them are masters who don't arrive at the maintenance in time, and because the maintenance masters are basically full every day, it is difficult to determine when they can solve the problem for users, which leads them to communicate with users, maintenance masters and staff constantly, so as to do a good job in this relationship chain and maintain it more efficiently and perfectly. Only in this way can we bring better service to others! In addition, establish the company's image and maximize customer satisfaction and loyalty to the company's products. Maximizing the protection of customers' interests is an important part of enhancing the core strength of our products. Do a good job of after-sales service, and at the same time, in order to timely feedback the defects of the products during the use of the users, so as to improve them in time and make the products better meet the requirements of on-site use.
During this period, we must maintain a good attitude and have a clear goal, so that our service can be recognized and appreciated by more people! Actually, it's wonderful, but it depends on your mentality. A good attitude determines whether you are one or not. Therefore, we must maintain a good attitude towards our goals. In addition, you must continue to struggle in your career. You have to believe that there is nothing you can do. Come on! Tomorrow will be more exciting! !
After-sales service self-evaluation 3
First of all, make your own work guidelines:
1, so that every job is operated according to the safety standard process to prevent safety accidents;
Go shopping every month. At least, communicate with the store manager in time for the problems found in the inspection, which can be solved directly on the spot, and feed back the problems raised by the store manager to the department leaders in time. It is necessary to do a good job in the shortest time, find them in advance and solve them quickly, so as to nip in the bud;
3. Adjust the circuit decoration work of the shop, make plans in advance, prepare materials, resolutely not delay the shop decoration, and ensure high-quality and efficient completion of the work;
4. Communicate with the store by telephone in view of the sudden problems of electricity facilities, initially estimate where the problems are, and lead relevant personnel to prepare related objects and tools so as to quickly troubleshoot after arriving at the scene;
5. Adhere to the principle of saving: try to repair the damaged goods in the store, do not replace them with new ones, choose the ones with high quality and low price that really need to be replaced, and collect and sort out all kinds of reusable materials (such as plugs, etc.). ) for reuse;
Second, the main work in the past year:
The main work in June 65438 was the opening of Tianbang Supermarket and the adjustment of Haitan Supermarket. In a month's time, I took the initiative to take the lead, carefully studied with my colleagues in the equipment department, strictly laid out the layout and standardized the construction, and ensured that the opening of Tianbang Supermarket and the adjustment of Haitan Supermarket were completed on time and with good quality.
In February, the main work was the renovation and opening of major appliances in Xin 'an Shopping Plaza. Due to the tight time, there are many places where home appliances need electricity, and it also involves the layout and construction of brands and booths. According to the company's requirements and work flow, we worked overtime and rigorously, so that all electricity facilities were successfully installed and put into trial operation, which made good preparations for the smooth opening of home appliances in Xin 'an Shopping Plaza on May 1 day.
From March 6 to September, it was mainly the renovation adjustment of the East Building of the head office and the preparation for the opening of Zhuoting Supermarket. The reconstruction of the East Building of the Head Office is the biggest project this year, involving many facilities and heavy workload. The replacement of escalators, the adjustment of circuits, the decoration of suspended ceilings, the follow-up of the decoration of various characteristic pavilions, and the arrangement and follow-up of electricity consumption in characteristic pavilions all require equipment. So I have to work overtime almost every day for three months, but I am not intimidated by fatigue and workload. I carried forward Nakazawa Tomohide's spirit of not being afraid of hardship and tiredness, worked actively, conscientiously and responsibly, successfully completed all the tasks assigned by the company, and made my own contribution to the transformation of the East Building of the head office.
In September, with the renovation of the East Building, there were preparations for the new store Zhuoting Supermarket. Originally, the equipment department was short of staff, and the stores near the Mid-Autumn Festival were busy, so there was no staff at all. In view of the work, we are fearless of equipment, and in strict accordance with the company's requirements, we will prepare all the equipment needed for opening in time. For facilities that need electricity, from the lighting of the main light strip to each socket that needs to be used, the installation of UPS and the electricity construction of tenants are carefully put in place. After unremitting efforts, we successfully completed the transformation of the East Building and the opening of Zhuoting Supermarket.
The main work after 4.9 months, in addition to the daily shop patrol, part of the maintenance work that shops need is to make a statistical summary of the water pipes that need to be insulated in winter in advance, and handle all the water pipes that need to be insulated in each shop to prepare for winter. Another major task is to sort out idle equipment. All the idle shelf equipment and accessories are concentrated in Liuhuapo's equipment warehouse, and everything is sorted out for standby.
In the new year, we will continue to carry forward the spirit of Nakazawa Tomohide, strictly abide by the company's safety operation norms and various management regulations, and complete all the work in a timely, safe, efficient and economical manner under the guidance of leaders.
Self-evaluation of after-sales service work 4
I have been working in the company's after-sales service department for one year. In this year's work, I took the concept of "customer first" and the principle of "obeying leaders, uniting colleagues, studying hard and working hard" as the criterion, and earnestly completed various tasks arranged by leaders, and my business level and work potential were also improved. Now I will report my work, experience and future efforts in the past year as follows:
First, establish a global concept and do a good job.
I think the overall situation of after-sales service work is to "establish corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the protection of customers' interests is an important part of improving the core competitiveness of our products. Do a good job of after-sales service, and at the same time, in order to feedback the bad situation of the product in use in time, so as to improve it in time and make the product better meet the requirements of on-site use. Over the past year, I have earnestly performed my duties and successfully completed various tasks:
1. With the cooperation of the leaders and colleagues of the after-sales service department and branches, the after-sales network system was established and improved, and the customer information was fully grasped in time, realizing the timeliness of service contact and coordination.
2. With the careful cooperation of the after-sales service department and the leading colleagues of each branch, the program backup of after-sales projects was completed and the after-sales service files were improved.
3. Under the guidance of the leaders of the after-sales service department and the careful cooperation of colleagues in various departments, the monthly after-sales service report was drafted and a smooth information platform was established.
4. Analyze and summarize the monthly report of after-sales product quality, and report it to department leaders and quality control department to deal with customer problems in time, improve product performance and improve product quality.
5. Bring technical support to the after-sales staff of each branch and solve customer problems.
6. Seriously complete other tasks assigned by the leaders.
Second, be good at professional skills and be diligent in on-site observation.
The products developed by our company have world-class new technologies, involving many specialties, and require high professional skills of after-sales service personnel. After-sales personnel can not only solve individual equipment failures, but also think about problems from the whole system and propose perfect solutions. As service personnel, it is very important to observe diligently, think independently, communicate with customers on the spot to solve problems and improve professional skills. I study hard, participate in the debugging of new products and improve my professional skills. During the company's third customer training course, I studied with customers and after-sales service personnel of various branches. During the after-sales visit, I not only improved my professional level, but also learned the truth of being a man and doing things from my colleagues.
Third, being good at communication is better than assisting coordination.
After-sales service personnel should not only have strong professional and technical knowledge, but also have good communication potential. For new technologies, customers often have improper operations, not all of which are not as good as the quality reflected by customers. So at this time, we need to find out the crux, communicate with customers, improve the maintenance level of customers' application products, avoid distrust of products, and even damage the corporate image.
In this year's after-sales return visit, I deeply realized that customers value not only product quality, but also after-sales service. Real sales begin with after-sales. We lost the market because of bad after-sales and signed the contract because of good after-sales In the process of after-sales service, dealing with emotions is as important as dealing with events. We should impress customers with value-added service attitude and value-added service quality, introduce and promote new technologies and products to customers from the perspective of "customer interests", and improve customers' loyalty to our products.
Fourth, improve the shortcomings and look forward to the future.
20 10 worked in the after-sales service department for one year, did some work and learned a lot of knowledge.
It has improved a lot of potential, but there are still many shortcomings and problems that need to be studied and improved: 1), new technologies and new products are not mastered enough, theoretical and practical learning should be strengthened, and it is necessary to participate in the engineering site. 2) Go to the after-sales service site to understand the customer's needs, fundamentally solve the customer's problems, and further improve the after-sales service files. 3) Cooperate with the leaders of after-sales service department to strengthen the professional skills training of after-sales service personnel in each branch. 4) The work innovation consciousness is not strong, so it is necessary to study more and go to the after-sales service site to improve the work potential.
20 1 1 year, in the future work, I will carry forward the advantages, overcome the shortcomings, and do all the work with a down-to-earth and conscientious spirit.
After-sales service self-evaluation 5
Time flies. I have been in the company for more than a year. When I first arrived, everything there was new to me. But after the novelty, it is more strict discipline and strict requirements, which is completely different from the previous student life.
As a customer service staff, I gradually feel that customer service work is to constantly understand various challenges in the ordinary and constantly look for the benefits and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best 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 giving users practical and effective suggestions and help are one of the prerequisites for happy work. Secondly, when consulting users, we should listen carefully to users' questions, analyze and guide them in detail to prevent customers from being dissatisfied because of service attitude problems.
All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, the next step, I need to overcome and improve, and strive to do the following.
Study hard and keep pace with the times.
Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a duty, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.
Second, based on their own duties, love their jobs and dedication.
1。 As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always do it with all your heart whenever you encounter complicated and trivial things; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.
2。 At work, we should strictly follow the working idea of "customer first, service first" and give detailed answers to customers' inquiries; For the problems reflected by customers, solve them seriously and steadily if they can be solved, and truthfully reflect them to their superiors if they can't be solved, and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Studying hard and learning their work experience and skills is not only good for their own work, but also helpful for coordination and communication with various departments.
3。 Don't be late, don't leave early and don't be lazy. Be able to complete the tasks assigned by the leaders seriously and attentively.
San Xiao service-one of the basic qualities of customer service.
In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of emotional pleasure. When customers need our help, we will give a smile in time and get an expectation. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.
Smile service is a passport to interpersonal communication. It is not only a ladder to close the distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and polite service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can have elegant, quiet and elegant smile service continuously and permanently.
At the same time, I also have some superficial views on how to overcome the work:
Do a good job in after-sales service and constantly improve the quality of after-sales service personnel.
Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:
1。 Try to understand the customer's needs and take the initiative to help customers solve problems.
2。 Have a good personal accomplishment and a high level of knowledge, understand the company's products and be familiar with business processes.
3。 Personal communication potential is good, oral expression potential is good, people are polite, know when and where to deal with what kind of situation is suitable for expression in what language, know the necessary relationship handling, or have rich handling experience and necessary personality strength, and a good first impression can give customers trust.
4。 Flexible mind, good on-site adaptability, able to use on-site conditions to solve problems at once.
5。 The appearance is neat and generous, and the words and deeds are decent.
6。 Good working attitude, enthusiasm, initiative, can serve customers in time, regardless of personal gains and losses.
Personal after-sales year-end summary: 2. Handle customer complaints and complaints.
1。 Establish a customer opinion form or complaint registration form
Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.
2。 Immediately communicate face-to-face by telephone, fax or at the customer's location, learn more about the complaint or complaint information, discuss the solution and reply to the customer in time.
3。 Follow up the implementation of the processing results until the customer's reply is satisfactory.
3. Matters needing attention in handling customer complaints and complaints
1。 Be patient.
In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.
2。 Have a better attitude.
Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.
3。 Come on.
Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.
4。 Speak appropriately.
Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.
5。 A slightly higher level
After complaints and complaints, customers expect themselves and their problems to be taken seriously. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.
6。 There are more ways.
There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.
Fourth, quell customer dissatisfaction.
1。 Listen carefully to every word of the customer.
2。 Apologize fully and let the customer know that you have understood his question.
3。 Collect accident information and find out the most suitable solution.
4。 Put forward effective solutions
5。 Ask customers' opinions
6。 Follow-up service
7。 Put yourself in the customer's shoes.
These are just my superficial views as a newcomer. I must try my best to do better in my work, learn from my predecessors, do a good job with all my colleagues and meet new challenges together.
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★ Five self-evaluations of customer service positions
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★ Customer service self-evaluation five articles with 500 words
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★ Five customer service self-evaluations at the end of the year are more than 800 words.