Customer Service Department's Half-year Work Summary and Plan Model (1)
In a blink of an eye, half a year passed. In this half year's work, I earnestly abide by the rules and regulations of the station, strictly demand myself in my work, actively participate in various activities organized by the department in my daily work, cooperate with my colleagues, help each other, and seriously answer every passenger's phone. Although some small achievements have been made in the first half of the year, there are still many shortcomings in the work.
First, I am not good at summing up and thinking at work. I haven't developed the good habit of being good at summing up since the first day I joined the work. I always feel that as long as I finish my work, I will never sum up the shortcomings and gains in today's work.
Second, when you are working, you are impatient and impetuous. Engaged in customer service work 1 years. I face the same job every day. It is false to say that I am not tired. It seems easy to answer the phone. Actually, it's not that easy to do I must be patient enough. When you receive an unsatisfactory call, you should adjust your mentality in time to prepare for the next call.
Third, there is inertia in the work, doing things carelessly, and there is no clear plan and clear goal in the work. One day, the monk hit the bell, and the work could not be finished. There was always luck.
Half a year has passed, and the work plan for the second half of the year is as follows:
First, enhance the skills of business knowledge, take more records at ordinary times, improve the level of personal business knowledge, strengthen the promotion of business knowledge, and strive for everyone to become the business elite of the department.
Second, the service attitude should be strengthened. To do customer service work, it is inevitable to face the accusations and criticisms of passengers. For example, problems such as missing work, being late or the quality of service often make passengers fight. Faced with such a thing, our customer service staff should not only adjust their mentality and appease other passengers, but also safeguard the interests and image of the station, and finally win the hearts of passengers through good service.
Third, make suggestions for the station and put forward reasonable suggestions.
Half of the year has passed, and the deficiencies in the first half should be improved in the second half. No matter what you do, you must finish what you started, work with gratitude, realize your self-worth, make persistent efforts and be a better employee.
The customer service department's half-year work summary and plan model essay (2)
For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee.
I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.
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 difficulties.
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;" Ants are 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 the soldiers on the 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, so tragic-so, I began to work hard for this: a cohesive team should be like an "ant ball", which can quickly curl up together when it is in danger, generating amazing strength and finally getting 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, nor will we be surprised by the eccentricity of complainants. Wow, many users have been harassed.
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, 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 call centers for business reasons, 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 will 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. In the next work, I will make a good work plan for the second half of _ _ _ _, and strive to do all the work better.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
The customer service department's half-year work summary and plan model essay (3)
Time flies, I have been working for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. After a year's work and study, I am familiar with customer service.
Many people don't know about customer service, and think it's simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.
The following is my main work in the past year.
First, based on their own duties, love their jobs and dedication.
As a customer service staff, I always insist that it is not easy to do simple things well. Whenever I encounter trivial things, I always try my best to do them. When colleagues encounter difficulties and need to take over, they can give up their rest time without complaint, make a good work plan, resolutely obey the company's arrangement and devote themselves to their work.
Second, study hard and keep pace with the times.
Theory is the forerunner of action. As a grassroots telecom customer service staff, I deeply understand that theoretical study is not only a task, but also a responsibility and a realm. Over the past year, I have been studying hard, trying to improve my theoretical level, strengthening my thinking ability, paying attention to integrating theory with practice and exercising myself with practice.
Thirdly, I realized the importance of details in my work and life. Because the details are "small", people often feel cumbersome and have no time to take care of them. Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm; Be patient with work, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm;
Fourth, communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join the lovely and excellent team of China Telecom Customer Service Department. The cultural concept of telecom and the working atmosphere of customer service department have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work!
The customer service department's half-year work summary and plan model essay (4)
Over the past year, around the central work and work objectives of our department, with the care and support of the company and department leaders and the cooperation of all teams, the office has actively played the functions of document management, user reception, complaint handling, maintenance scheduling, vehicle management, comprehensive coordination, logistics support, publicity and so on, and completed all the work with high standards and specifications, which has played its due role in the overall work of our department. According to the requirements of the company's assessment management system, I now report my main work during my tenure as follows.
First, based on service, strengthen awareness.
Customer service department is the hub of foreign service and the working link of all departments of the company. It has complex affairs, extensive contacts and concentrated contradictions, and often encounters some urgent but very difficult problems. Therefore, it is necessary to establish a set of rules and regulations so that all aspects of the work are under effective control. Assist the department to formulate a series of systems such as job responsibilities, vehicle management and user reception. Through the formulation of various rules and regulations, we will constantly strengthen the normative consciousness of each staff member, so that each comrade can work in an orderly manner and behave in a standardized manner.
Second, strict word management, drafting comprehensive documents and reports, taking charge of meeting minutes, managing department blogs, and earnestly receiving, registering and printing documents issued by the company.
Responsible for the propaganda work of the department and send work information to the industry department of the group: submit the work plan and self-inspection report to the enterprise management department on time every month; Summarize the weekly, monthly, quarterly and annual data of the department in stages; Submit the study plan, study record, overtime record and shift attendance form to the Human Resources Department within the specified time; Submit the work records of ordinary migrant workers to the finance department every month; Organize and bind the work ledgers and records of each team in stages, call in and call out work contact sheets and various briefing materials.
Third, serve those who call to visit.
Take every user's call seriously, warmly receive every visiting masses, register the problems reflected by the masses in time, immediately coordinate the relevant business departments to deal with minor problems, report major problems to the minister in time, and immediately implement them in relevant offices and supervise them after the leadership gives instructions, so that every user's problems can be answered satisfactorily.
Fourth, learn business knowledge with an open mind and do a good job in maintenance scheduling.
Because our customer service department has two teams: water meter disassembly class and convenience maintenance class, my daily work naturally has the function of scheduling. In order to get familiar with the business as soon as possible, I actively consult the maintenance personnel of the engineering department and this department, and learn all kinds of maintenance common sense in the shortest time, so that I can accurately judge when I receive the maintenance task, dispatch it to the team correctly, and finish the work as soon as possible. More than 2,000 incoming calls and production scheduling tasks were received throughout the year, of which 1786 recorded in detail, and even reached more than 300 a month.
Fifth, manage departmental vehicles.
Each team in our department has various businesses and relatively scattered office locations, so it is relatively heavy to arrange and coordinate vehicles accordingly:
1. Ensure that Shihe Business Hall pays money twice a day (including Saturday and Sunday).
2. Go to the construction site for user development every Monday.
3, the administrative examination and approval center to send every Wednesday afternoon.
4. Every Friday morning, the administrative examination and approval center takes a bank bill receipt of the water fee for one week in Pingqiao Business Hall and Yangshan Toll Window.
5. One week before the checkout at the end of each month, you need to go to Yangshan and Pingqiao toll windows to get the bill again.
6. At the end of the month, it is necessary to arrange vehicles in advance to cooperate with security personnel to pay fees in Pingqiao business hall.
7. Arrange the maintenance of vehicles and the Development Office to check the nature of water use and go through the formalities of road breaking to check the site.
8. For other temporary vehicles, I go to the Administration Department to coordinate the vehicles almost every day. All situations must be thought out and arranged in advance, and none of them can be delayed. It seems simple, but it actually consumes a lot of energy.
6. Respond to the company's call and go all out to complete all temporary tasks.
1. On the eve of the tea festival, college entrance examination, 18th National Congress and other important activities, actively cooperate with and participate in the activities of delivering services to major hotels and schools.
2. Actively participate in the company's various cultural activities, not only responsible for the logistics of the Ministry's programs (for example, the rehearsal after work in the 13th Five-Year Plan, always coordinating the rehearsal venue in advance, then opening the door, playing music, preparing props, etc. After the rehearsal, clear the field and lock the door), but also participate in the rehearsal and performance of the company's programs. Although busy and trivial, I have never affected my work and rehearsal for my own reasons.
3, "_ _ _" activities, actively arrange undergraduate course room to create health work and actively participate in it. Although it takes only a few people to create a health service at a time, it is very difficult for our department, because our department staff work in scattered places, and every position cannot be separated from people. In order to arrange health service personnel fairly and reasonably, they should be arranged in turn according to the work situation every time (for example, the lobby is not arranged during the peak charging period, and the computer room is not arranged during the busy input period).
4. Before the department is integrated in September, it is also responsible for the hygiene of the manager's office. Cleaning the office is not heavy, but I can't get off work on time every night and go home as soon as possible. It takes a certain amount of perseverance to persist.
7. Respond to the call and practise economy.
Strictly manage the office supplies of the department, establish detailed forms, and clearly record the whereabouts of each pen or even each piece of paper. When arranging vehicle trips, try not to run the wrong way or repeat the road, so that the work completed by one route can be completed at one time, which not only saves time, but also reduces fuel consumption.
The customer service department's half-year work summary and plan model essay (5)
I didn't expect 20 years to pass so quickly. Personally, I feel surprised. As a telephone customer service, our work is actually very boring, and we cycle back and forth between answering and making phone calls every day. I used to think that working hours were long. But at work, through the study and guidance of the leaders, I gradually learned how to face the work and how to look at it. Now it seems that my work is no longer so monotonous, although I still feel bored sometimes, but behind the boredom, I also see interesting growth! As a telephone customer service, I used to think that my job was just to answer questions for customers. But after facing all kinds of customers, I completely changed my mind. My work this year is summarized as follows:
I. Personal situation
Ideologically: as a customer service employee, I am consistent with the company in concept-"Insist on providing services to customers!" In the work training and study, constantly improve their ideological awareness, learn the company's philosophy, and correct the shortcomings in the work. Enthusiastic and kind-hearted, take the initiative to help colleagues, be serious and responsible for their own work, and have a strong sense of responsibility.
Work: Try to finish your own work, learn to improve yourself in time if you don't understand, give priority to customers when answering questions, give priority to appease customers' emotions, and solve problems for customers as quickly as possible. Learn from your work, record and reflect on your colleagues and yourself to prevent problems from happening next time.
Interpersonal communication: make friends in the company, improve interpersonal relationship, strengthen communication between colleagues, help each other, learn from each other's experience, and strive to improve work ability. As a customer service, I always have to communicate with all kinds of customers, sometimes I feel helpless and sad, but we always comfort and help each other to make the work go smoothly.
Second, the work situation
At work, I am strict with myself from the beginning, not to make mistakes in my work, and always solve problems for customers after I have made all the preparations. Although there is no problem, it is difficult to improve my grades and I am always criticized. After reviewing myself again, I changed my working style and started my humanized work. When communicating with customers, I should give more consideration to their situation and make them feel more convenient. Gradually, I also like this feeling and try to do my work better.
Third, shortcomings in the work.
At present, I still don't know enough about the company's products. In front of many professional clients, I may not know as much as my clients, which is really shameful. In order to prevent this kind of mistake from happening again, I want to learn more about product knowledge, and the only way to improve myself is to reserve. I believe this can also effectively enhance the company's image!
Fourth, summary.
The year's work is over. To tell the truth, the work of customer service is relatively simple, but only by finding fun in the work can we find our goal and move on! In the next year, I will also work hard towards my goal!
Related articles of customer service department's half-year work summary and plan model essay:
★ Annual Work Summary and Plan Model Papers of Customer Service Department
★ Customer service year-end 2020 personal work summary and next year's plan model essay
★ Model essay on customer service annual work summary and work plan
★ 5 templates for customer service department's work summary and plan format.
★ Selected model essays of customer service department's half-year work summary
★ Customer service personal work summary and plan model essay
★ Personal annual work summary and plan model essay selection about the customer service center.
★ The annual work summary and plan model essay of customer service staff are selected.
★ Model essay on customer service department's work summary in the first half of the year
★ Customer service supervisor's work summary and plan model essay
var _ HMT = _ HMT | |[]； (function(){ var hm = document . createelement(" script ")； hm.src = "/hm.js？ 2697 f5ae 036705 b 1309 c 90 adafb 920 af "； var s = document . getelementsbytagname(" script ")[0]； s.parentNode.insertBefore(hm，s)； })();