Logistics customer service work summary sample (Selected 6)
Fulfilling the work life passed without noticing, review the work of this period, I believe you have a lot of feelings, let's summarize and record in the work summary. How to write a work summary to play its greatest role? The following is a sample of my work summary of logistics customer service (selected 6), for reference only, let's take a look at it.
Logistics customer service work summary 1
Internship main content:
First of all, the first stage, but also all the necessary stage of the internship, into the company's initial period, by the business mentor to us for specialized training, by teachers from all over the country to explain the geography of their respective provinces and cities within the and The postal courier business, mainly for the business knowledge to focus on training.
Second, after a two-week business training, began to try on the line, the internship position for the front desk seat, is mainly responsible for the Fujian, Hubei and Zhejiang provinces of the postal courier collection business. The main customer mail demand through the system feedback to the collector's pda handheld terminal or cell phone, so we understand the postal courier collection business process.
Third, the third phase of the position is still the front desk seat, but will be responsible for Anhui, Gansu, Guangxi, Guizhou, Hainan, Heilongjiang, Hunan, Jilin, Jiangxi, Inner Mongolia, Ningxia and other 20 provinces and municipalities on the line after the postal express query service, follow up on the understanding of the postal courier query system, the customer's needs and mail in transit to the relevant departments, so that we have a deeper understanding of the operation of mail in transit, as well as the customer's needs and mail in transit to the relevant departments, so that we understand the mail in transit. The postal service has been designed to provide customers with an in-depth understanding of the operation of the mail in transit, as well as the opinions and suggestions of customers on the postal service.
Fourth, according to the task index and the division of responsibility scope issued by the group company, we began the internal reform, that is, the mail inquiry business is assigned to the 11185 service hotline, and we 11183 is mainly responsible for the national door-to-door pickup and complaints and suggestions, so our inquiry team is more inclined to the shift to the complaint business, guided by the general trend, I enrolled in the training of the complaint team, to accept more challenging tasks. I'm not sure if you're going to be able to do this, but I'm sure you're going to be able to do it.
Fifth, after two weeks of business training, began the work of the complaint, mainly responsible for the national customers on the postal express ems complaint proposal work. The main customer mail problems through the information platform conveyed to the relevant responsible departments to verify and investigate, and then according to the local courier department feedback back to the information collated and verified after the reply to the customer, so not only can understand the defects and deficiencies of the postal courier ems, but also a good exercise in their own ability to deal with the interpersonal communication skills as well as to improve their own psychological qualities.
Internship harvest and experience:
1, interpersonal communication is the basis for survival. Throughout history, the history of mankind can be said to be a history of interpersonal relationships. People are social animals, their self-consciousness and various functions are also the product of social nature. Only by being in the social environment and obtaining information through the society can human beings constantly be corrected and developed. On the contrary, if he or she is deprived of the opportunity to socialize with others, the person's body and mind will be greatly harmed, or even become psychologically disabled. Good interpersonal skills and good interpersonal relationships are necessary for survival and development, but also a person in the study, life and even work is indispensable, it is no exaggeration to say that interpersonal communication is the basis of a person's survival.
2, a good state of mind for success. Mindset affects human emotions and will, mindset determines the state and quality of human work. In the work, some employees often hold a set of things do not matter, I do my own attitude, they ask themselves the most questions are: what can the company do for me? How can I get the most benefits? Unbeknownst to them, this attitude and practice not only caused losses to the unit, but also at the same time stifle their own drive and creativity, in public and private are not beneficial, far-reaching harm. Without the foundation of the building, will soon collapse; no practical work mentality, success is always only a pipe dream. Every employee should set the right mindset, quit the impatience, diligence and dedication, down-to-earth, abandon the excuses; each task as a new start, a new experience, a door to success opportunities; to pay more attention to the work itself, pay more attention to the knowledge and experience that can be learned in the work. In fact, no matter what kind of work you do, if you have a good mindset and really value it positively, it will bring you everything you really want - happiness, joy, success and honor.
Most people think that customer service is a very easy thing, is not to answer the phone it, in fact, answering the phone is also a very test, especially after the customer service center complaints group of people, every day face is the customer's complaints, whining, and even abuse, and we do not matter what the problems encountered to maintain the quality of their own service, are to be nonchalant to the customer to explain, apologize and put forward the correct solution, so a good mindset is also a good way to help the customer. So a good mindset, but also the premise and guarantee of their own development.
3, learning, never-ending. In the absence of contact with the industry before the call center, it seems that there is always a layer of veil, and even at the beginning of the company, for their own responsibility is not a very good understanding of the company, but after more than a month of internship, we not only have a certain understanding of the call center, and more importantly, a preliminary understanding of the China Postal Express & Logistics ems of the collection, sorting, packing, transportation, transit, as well as the logistics technology, such as bar code technology, packaging, transport, and in which we have learned. Logistics technology, such as bar code technology, automatic sorting technology and so on. However, more and more things to learn, encountered more and more problems, whether in the internship or later formal work, I have to correct the attitude of learning. Learning is not a once-and-for-all thing, like call centers, there will be new notices every day, so that we can flexibly grasp them in case of emergencies. Life is the same, always have to leave a back road for themselves in order not to go on the road to extinction, learning is a road, but also an attitude to life, is the need for us to strive for a lifetime of business.
4, reduce the cost of courier logistics
a, analysis of the proportion of the cost of each, the optimal allocation of funds
b, optimization of postal routes, a combination of various modes of transport to improve transport efficiency
c, cut overlapping institutions, integration of services
d, adjust the proportion of employees and managers
e, the establishment of a e, establish strategic partnerships between related enterprises to reduce air transport handling costs
Overall, this internship not only enriches our lives but also makes us realize the pressure of competition and the requirements of becoming a good employee. Although we have only interned in the 11183 call center for just over three months, we have gained a certain degree of understanding of the postal service, which is a huge enterprise, and improved our own working ability and found our own deficiencies. The main thing is that we can analyze an enterprise with the help of internship, from its development history, operation mode, business process, enterprise spirit and customers' evaluation of the enterprise, we can y find out the problems of the enterprise and search for solutions. Now, the internship period has ended, with such an internship experience is also a good reference for our future employment. I believe that I can occupy a place in this increasingly competitive society, and as long as I can integrate what I have learned and realized into my life and work, I can become a winner in life. I would like to thank the instructor who has been giving me help again, thank you!
Logistics customer service work summary 2
Time is a flash of two months of shipping life is almost over. First of all, I am very grateful to the leadership to give me such an opportunity, so that I can enter the project engineering department of the xx Huamao International Logistics Co.
This week is the seventh week of my entry, in this period, the leadership and colleagues have given me great help and support, their enthusiasm and concern, so that I can quickly integrate into the Huatong this big family, for the previous six weeks of work, I do the following summary.
Understanding and preliminary mastery of the maritime system and the use of the system of the Department of large parts, familiar with the booking, print the allocation of the bill of return, customs clearance documents sent and other links, familiar with the use of the company's hardware facilities.
Initially grasp and understand the requirements of large customers such as sausage, China set up, to serve customers patiently, ask questions and answer them, something must be resolved, to give customers a timely response, under the guidance of the leadership and sales, modify the statement, pay attention to the wording, so that the customer feels that we are very high-quality service.
Starting from the audit of the customs declaration, in Huang Lin Huang, manager of the help, to assist customers to complete the preparation of customs documents, check the correctness of the documents, in the previous company did not have such a single audit, although this work is more cumbersome, but also from the audit of the single to learn to understand a lot of things, such as HS categorization, the basic matters of attention in order to better carry out the subsequent work of the customs declaration.
Accompanying customers to the bulk port to inspect the cargo scenario, this is the first time since graduation to go to the port to learn, understand the lifting of goods, and with the customer to do a good job of preparing the cargo shipment of various tasks.
Although just one month into the job, but has learned the previous work has not been exposed to new knowledge, new things, in the leadership and colleagues to help, I believe that I can better put into the future work, and continue to master, constantly enrich themselves, for better service to customers to prepare.
Logistics customer service work summary 3I am xx month xx day to our property company, to today just two and a half months time, their own from the probationary period to the correct time. Thank you very much for the leadership does not care that I am the first to enter the customer service position of the newcomer, not because I have little work experience on the refusal of me, but to give me the opportunity to exercise their own, I will be arranged to the property customer service position above. Property customer service work is my first contact to the work of customer service, although in this before myself is to think that customer service work did not learn can do, call brute who can do, but my own heart is also clear, any position has it is not simple place, is that we can not be taken lightly, just like the sanitation work, although there is no technical requirements, but it is also particularly exhausting and not good to do, so I went in! Since the customer service position has never taken this work lightly, but always with the attitude of learning to deal with. Two and a half months of specific work, or let me have a lot of feelings, I'm not what stupid people, so so long down I also harvested a lot of knowledge, but also let me work more motivated to have self-confidence.
A summary of the work
1, into the work of the first day of all the training, seniors gave me a document for me to remember, but also through specific explanations, so that I have a deeper understanding of the workflow of our property, know how many buildings in our property management district, how many tenants inside, which has what work? What are our property management, what are the tenants responsible for their own, as well as I do customer service work in the receipt of the tenant's phone, I should have a calm attitude, for the customer's problems I should also make a good record, etc., all of these are to give me the back of the customer service work to provide a great deal of help.
2, from the next day I started their own formal work, but then there are still leaders in the side to watch me, know what I should do. In the customer call, we have to ask the customer's specific problem is which aspect, and to judge whether the tenants can solve their own, can solve their own to guide them to deal with their own, if it is not good enough to deal with their own, we have to be the case of specific disciplines, including but not limited to the status of the problem, the specific specific
II. Gains and shortcomings
1, because of the new contact property customer service work, so in the work of actively learning the knowledge of property management, and strive to do for all the tenants to solve the problem, to help them deal with the trouble.
2, they can not solve the problem, are serious and truthful will be these problems recorded in the book, and timely notification of technical personnel to go to the maintenance and related personnel to regulate and so on.
3, because of their first contact with the industry, so many things are not yet understood, so sometimes many questions are answered to solve the problem, in the back I have to strengthen the learning to do.
Logistics customer service work summary 4
Time flies, in the blink of an eye, I came to xx company has been three months, looking back on three months of time, not only a thousand feelings, now will be three months of work is summarized as follows:
Because of the previous did not have any experience in the logistics aspects of the work, I am worried that it can not be integrated into the work of the customer service, but from the first day of my entry into the company has been emphasizing the "work together, the company has been emphasized". However, from the first day I entered the company, the company has been emphasizing the "concerted efforts, high aspirations" of the corporate culture, relaxed and harmonious working atmosphere, as well as Shi manager and customer service department of the colleagues of the patient guidance, so that in a relatively short period of time I adapted to the company's working environment, but also familiar with the company's entire operating procedures. In the work of the customer service department, I have always been strict with myself, seriously and timely to do every task assigned by the leadership, and humbly to colleagues to learn from their many good work habits and experience accumulated in the work. The company focuses on the time limit and commitment, so our customer service in the acceptance, tracking, inquiries and confirmation of receipt of the situation, in line with the company's spirit of this, decent speech, polite and courteous, and to be very careful. I will also strengthen the study of business knowledge, and constantly improve and enrich themselves, I hope to be able to take charge as soon as possible, for the company to make more contributions. However, I have also made some mistakes in my work, so I will consider more comprehensively when dealing with various issues to prevent similar mistakes from happening. Here, I would like to thank manager Shi and colleagues, thank them for my work in the error to give timely reminder and correction.
After becoming an official member of Xiyuan, I have a deeper understanding of the work of customer service, and a relative improvement in dealing with problems and emergencies. First of all, I think that "carefulness" is the most important thing in customer service work, for example, when accepting, we should get the cargo information and customer's requirements as detailed as possible; when registering and inquiring with the operation department, we should know the real situation of the cargoes in the way and arriving as detailed as possible, and have the ability to speculate and judge the follow-up situation according to this information, and be able to answer the customer's inquiry with a simple answer when dealing with the customer. When responding to customer inquiries, we can answer in simple terms to satisfy customers.
In the work of finding problems, find out the reasons, find ways to solve the problem of continuous improvement and continuous improvement. So it is very important to pay attention to the details of the logistics work. Secondly, do not be subjective. If there is inconsistency with the past and other anomalies, we should calmly observe, not blindly to deal with, and seriously implement. Do not emphasize the "self-centered", but should emphasize "the overall interests of the priority", in the work to carry forward the "someone is responsible for me to obey, no one is responsible for me to be responsible for" spirit. Such as acceptance, reply to the customer, the work of the leadership instructions can not be based on subjective imagination, step by step, simple things should be taken more seriously. I remember a saying that "simple things to do repeatedly, when the success of the time can not be blocked". For logistics success is on time, error-free, efficient. Again, the courage to undertake. Work is the first person to do things, character determines fate, attitude determines everything, communication solves everything. Problems should have the courage to bear, such as losing a single error, or the weekend shift when things are not handled well, say "sorry, I lost" or "I'm on duty," it's nothing, or else we all bear, this is not good. Don't shirk your responsibilities when problems arise. Tell us what happened at the time and why, so that we can learn from it together, so that we don't make the same mistake next time, and maybe the leaders will even praise him for his honesty and for being a good employee. This will also ensure peace and unity between departments. Fourth, do not be emotional. When there is a "roadblock" in the work, what unhappy things in life, not emotional, can not affect the work or others. Colleagues, leaders as friends to say their own ideas and suggestions. Because you will be ready to deal with unexpected things, so the logistics work to have a normal heart, with people's hearts, say the words will not hurt people, will not produce contradictions, etc., to increase the sense of collective honor, enhance collective cohesion.
Finally, regular or irregular internal and external training. Enterprises come to the strategy is changing, the ability to implement the strategy requirements are also changing, so the work and life of the staff communication, ideological communication, business training for employees (such as masters with apprentices), all-round quality training. Such as general knowledge of aviation training, internal experience sharing, external study tours, logistics management training and so on. The benefit is that the company has a high-quality personnel, to adapt to the current changes in the development of the staff to better enrich themselves, better to complete the work, more pay.
Logistics customer service work summary 520xx year I have not always stayed at home, but out of the internship, even if the time is not long, but the harvest is great. This time . Internship, let me see the life of office workers, understand the work process of a courier company, the work of a customer service staff, contact with the field of express logistics. The practice process is to experience the process of life at work, the things done may be very tedious, but it is an unforgettable experience, there is helplessness, experience, insight. Contemporary college students should boldly go out and train the ability to survive.
I. Purpose of practice
(a) Experience society, exercise their ability to survive.
(b) engage in the service industry, learn to communicate with others skills.
(c) Familiarize yourself with the operation process of a courier company and gain work experience.
The content of the social practice
(a) to assist the company customer service to do the monthly settlement
xxxx company is a national courier company, I practiced in the location is xxx site. Express is divided into receiving and dispatching, receiving refers to xx other sites sent to the site of the express mail, dispatching is the site of this site speed dispatchers in the site's service area within the scope of the express mail to be sent to other areas. The payment of courier fee is divided into send to pay (sender pays) and to pay (recipient pays), there is also a monthly settlement, that is, for some long-term business cooperation companies can choose to settle the account once a month, the courier company to keep each piece of express piece of the face sheet, the face of the sheet records the cost of shipping, each piece of receiving and dispatching will be recorded in the computer. xx and xxx many units of enterprises with long-term cooperation, the xx company every time to the end of the month will carry out the monthly settlement, that is, with the cost of shipping to other areas, the courier will be able to pay the courier fee. At the end of the month, XX will carry out monthly settlement, i.e., use calculator to manually calculate the total cost of monthly settlement customers, and then check with the records on the computer, if there is any inconsistency in the checking, then we should find out the wrong records, omit to record the express mail order number, and then after checking the consistency, we will write down the cost of receiving and dispatching and the total cost on the first face sheet. The monthly closing costs for each customer are organized in the form of forms and printed out, divided by region, and handed over to the salesman in charge of each region, who then goes to each company to settle the bill.
In this period, I will be a large disk of large disk of the face list by the company name classification, has been pressing the calculator to calculate the x month of the major companies of the courier fee total, and the computer data to check to ensure that the correct. This is a very laborious work, because the data on the face of the manual input process, in the process of organizing the face of the list by the name of the company, the process of calculating the total cost of the calculator may be wrong, some data repeatedly calculated but will produce different results, so it will be more laborious.
(B) to deal with the problem pieces
Some of the express mail recipient phone number is wrong, or the phone is off, or the recipient's address is beyond the service area of the XX Express Company that is beyond the area, the operator can not be delivered, the recipient is not willing to pick up the express mail to the site, or the express mail in the process of delivery of damage or misdirection, the customer said that they do not know the sender to request the return. The problem is that the shipment cannot be delivered to the recipient.
As a customer service officer, we must deal with the problem in a timely manner. For express companies beyond the scope of services, customer service personnel should first call the recipient, explain the situation and let the recipient to the site to pick up the file, if the customer is willing to pick up the file to the site, the customer service will be to the customer to explain the site's specific address, and then placed in the express mail in a special box for customers to pick up. For all the problem pieces, the situation should be reported to the national network system, and through xxx will receive the problem reported to the express mail sent site. The customer service of the sending site will notify the customer service of this site in time after contacting the sender to determine the solution. For broken packages, after making sure that the weight is not missing, the package is usually wrapped again by the site and sent out. For the case of wrong phone number, the customer service of the sending site will usually contact the sender to determine the recipient's new contact information, and then notify the customer service of the sending site of the problem through xxx, and the customer service will do the processing in a timely manner. The company's goal is to provide the best possible service to the customers, so that they can enjoy the best of both worlds.
(C) upload the site issued and received into the express mail data
xx other sites sent to the site of the express mail this site sent to other sites of the express mail into the warehouse through the operator with the bar gun scanner data scanning, in the operator began to send, customer service will be the bar gun data uploaded to the national network of the system so that the query on the Internet when the system can be displayed in the Delivery. Then the site will be received into the express mail and the system to be sent to the site of the express mail data for comparison, resulting in the issue of no express mail data, the data will be sent to the group to remind the issue of the site in a timely manner to follow up.
(D) Answer the phone, customer service
Some companies or individuals call to inquire about some of the situation, such as xx express company's fee calculation, xx can be delivered to a certain town in a city, for this problem to find the computer on the country's latest range of services table or call the relevant site to ask. Recipients or senders to call in to inquire, some express whether the delivery is being sent, sent to where, about when it will be delivered to the hands of the recipient, if it has been signed for, whether I signed for. For this kind of problem, customer service personnel in the system to enter the express mail single number can be found in the desired information.
This work is more cumbersome, in the phone is to pay attention to the polite language, some customers do not want to pick up the fastener at the same time will be very dissatisfied with the courier company's services, the customer service staff complained a lot. Some customers express more urgent, always call in to urge the piece, is to let the operator to send a particular express ...... These situations occur frequently, a person will be too busy, all in dealing with these issues to distinguish between priorities. This kind of work is more testing the ability to cope with unexpected situations and endurance.
Three, the internship harvest
(a) communication with others is very important
Communication with others in the usual study and work plays a very important role, especially in some specific work, communication is indispensable. In just contact with the same thing, only through full communication with others, explain their own incomprehension, in the exchange with others to grow their own knowledge and understanding of the principles of work. Communication with others should be skillful, timely and punctual, mutual respect, mutual cooperation and mutual understanding.
As a customer service staff, the most common thing to do is to communicate with others through the phone, sometimes it is the other people to their own information accurately and accurately to another person, in the process of transferring information, the key place to say is not clear when it will affect the work, resulting in inefficiency. In answering the phone, call the identity, so that customers know what you are doing, reported the name of the company, their names can be omitted.
(B) change, calm, things have priorities
The ability to cope with change, the ability to bear the blow emotional self-control and regulation is an excellent customer service indispensable quality. Some customers think that the money spent on the service is not worth it, found that the service is not thoughtful, will be on the phone to the customer service dissatisfaction, customer service can only be patient, can not occur with the customer verbal dispute. Customer service should be familiar with the company's operating principles, to be able to analyze and solve a variety of problems, without shirking, without shirking, without delay. Customer service work is relatively cumbersome, so it is necessary to prioritize and improve office efficiency.
(C) Learning is everywhere, in the actual battle to find their own ability to deficiencies, conscious self-study
In the process of work, I also found that their own ability to the lack of existence. In the eyes of others, college students are very rare, the ability to handle than others, in fact, do not see, the ability to handle is based on real experience. The knowledge learned in the classroom may not always be used in the workplace, and the skills needed in the workplace may not always be learned in the classroom. In the same position in the work of the same long as the staff to gain things may be different, in the position of conscious self-learning, growth of their own knowledge base of this process is the most valuable.
In this internship, I often hear a variety of various place names, in and out of the province, there are prefecture-level cities, county-level cities, or various towns and cities in the county, due to my long-term absence from home, the county's towns and cities are not familiar with the geographic location of when people ask me if I can be delivered to a certain town, a certain village, I can't immediately answer up. In the usual time when the work is more idle, more look at the map, after looking at it to realize how little they know about their hometown.
(D) the work of feeling hard, every line of work is not easy, usually more understanding
The company's salesmen are always running the business in the sun, customer service personnel in the tedious work may be angry, because in any part of the process there may be mistakes, some customers are very good to talk to, very understandable, but some customers intentionally looking for fault ... ...After this internship I am more aware of the hard work, understanding each other in life, empathy will inadvertently have an impact.
(E) find the importance of knowledge, cherish the opportunity to learn
Most people nowadays can not work without computers, computers in human life in the status of self-evident. New information is constantly appearing, to understand the new information, we need to have to follow the professional knowledge. In addition, a person who does not have computer typing skills cannot take up such jobs....... Information is being updated, and the mind needs to be updated as well, so it is important to cherish the opportunity to learn. And this learning opportunity is not only in the college classroom.
Logistics customer service work summary 6
This year is the first year I entered the company, walked this journey to see a lot of different styles, harvest a lot of results, but also know that to do a logistics customer needs to have the elements of patience, enthusiasm, and more to have a heart of responsibility.
Want to get the customer's recognition never try to deceive the customer, because the customer's heart is fragile, once subjected to the Shanghai, will be hit, we can not for a moment's convenience to easily give up any of our customers, the customer is a customer we need to cherish and treat customers well, we need to protect, need to care. We do customer service received a call from the customer, there are only two kinds, one is a complaint, one is to check the logistics. Now with the use of big data, has been the circulation of logistics address have done fixed-point tracking service, can let the customer know clearly where their parcels, save a lot of time, so we work in the time received by the customer is because of lost parcels and angry customers.
Because our company is relatively large, customers need to inquire about a logistics express, need to understand the situation? need to go through multiple thresholds, such as phone calls, you need to go through two or three transfer, in this process there will be a lot of customers because of such a service and angry people, I have encountered a number of, after all, each customer's personality is different, encountered this problem after all, is not very happy. Always a little anxious, but bulk transportation, no matter how to prevent there will always be so one or two pieces of product parcels, lost, which has caused very serious consequences, that is, our customers will produce grievances, but to bring together the logistics of various places to a place, not easy, our customer service will become the object of anger of these customers.
Encountering such a customer, I will not go to argue with the customer, but will take the initiative to communicate with the customer to understand the customer's situation and then in the detailed communication with the customer, after all, the communication must be built on each other information is consistent to be able to ensure that the fairness and justice, which can make the customer to rest assured that the customer to reduce the worry, which is our work. A little more trust in the customer, a little more tolerance, get is the customer's consent, and will not easily let the customer disappointed. After all, now is the era of developed information, good things do not come out of us bad things spread thousands of miles, once the problem is not solved well brought about by large-scale losses, can not afford to hurt, so we treat the customer is to do is a big thing to trivialize the small things, rather than letting each other's contradictions have existed for a long time, always have a start, there is a result, can not be easily given up and can not be discarded arbitrarily in the face of the customer's questioning themselves! Can not be solved to seek higher, we must solve the problem until this is our task, is our responsibility, no matter how always the same.
I often go with fear to do their jobs, do their own tasks, will not easily give up their tasks, give up is to discard the customer, which is the trust of each other, the customer is good to the customer to give a better response to the customer's trust is the customer's trust, and the connection between each other is also deeper, which is conducive to the establishment of a better channel for us to get more recognition, people can not easily meet, not to give up easily, after all, we can not easily give up. Satisfaction, can not easily give up, after all, the road is still long, but also can not squander time at will, cherish every customer, in order to allow our company to get more customers embrace, will get a greater benefit.
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