The customer service manager's job is to deal with customers. If the relationship with customers is handled well, the company's products and services will have better sales. The following is a summary of the work of the account manager in August. Welcome to reading.

August 1 Day Account Manager's Work Summary

According to the economic indicators and work requirements issued by the customer service center of the county branch, in August, the author carried out the following work around cigarette sales and network construction in combination with the actual situation in the jurisdiction:

I. Main business indicators and analysis

In August, according to the assessment indicators, according to the current focus of cigarette sales, the total sales volume, category I and category II are the assessment indicators. Judging from various business indicators, the completion of this month is poor, mainly the total sales volume, with a big gap. On the one hand, the main reason why the total sales volume was not completed was that the supply of goods was reduced and some brands were out of stock, such as Fujian, which was out of stock at the end of the month; The tight supply of products in the province can not be met, and the brands outside the province can not be replaced in a short time, which leads to the market space being replaced by cigarettes with chaotic channels. On the other hand, affected by the financial crisis, the regional economic environment is at a disadvantage, and the market sales are relatively low, thus affecting the cigarette sales in this region.

Second, the brand cultivation work

The sales of key brands this month are as follows: Tashan Classic 100 sells 42 1, Tashan Classic 1956 sells 794, Alcoholic Red Yipin Mei sells 557, and hardman sells 1076. This month, the sales of regional key brands failed to complete the tasks assigned by the customer service center. The most important reason is that customers had a large inventory of cigarettes last month. This month is the off-season of sales, and the consumption power is declining, which leads to the slow unloading of cabinets and the accumulation of inventory.

Third, the main service work

1, publicize and explain the source of goods, and guide customers to light cigarettes. Most of the best-selling brands have basically released their supplies this month. Therefore, in addition to promoting the supply of goods this week, it will also help customers to light cigarettes reasonably to meet the needs of different customers.

2. Remind customers to order food in time to ensure the success rate of ordering food. Off-site rate is still one of the main measures to ensure sales in the region, and the success rate this month has slightly increased compared with last month, mainly through the experience summary of last month, to strengthen publicity and guidance for individual customers who are easy to ignore orders.

3. Do a good job in promoting new brands such as Huangguoshu, Guiyan and Double Happiness. As a new brand with the grades of 5, 1 1 and 6 yuan, there are few competing brands at the same price, and there is a big market development space. This month's work is mainly pre-publicity. Through the distribution of leaflets, door-to-door publicity and other means, the listing rate of three new brands will be improved, reaching more than 15% this month.

4. Strengthen market visits and improve customers' awareness of law-abiding. In view of the recent shortage of cigarettes of grade 7, 5 and 3 yuan produced in the province, the market space has been replaced by cigarettes of other chaotic channels. Through communication with city managers and joint market visits, the key households were publicized and educated.

Four. Work plan for September:

1. Focus on the sales of low-grade cigarettes, further strengthen the promotion of low-grade cigarettes, improve the rate of brand coming out of the cabinet, make a thorough investigation of the sales market and sales space in rural areas of Fujian and Jiqing, and draw up the replacement plan of low-grade cigarettes in the whole province to promote the sales of low-grade cigarettes.

2. Strengthen the promotion of cigarette brands outside the province, inform retailers outside the province of new brands in time, focus on the over-the-counter rate of new brands, improve the influence of cigarettes outside the province, and lay a foundation for promoting cigarette sales outside the province.

3. Track the closing rate of telephone orders and promote the growth of sales. For various reasons, some retailers often forget to order by phone, so they can't keep the continuity of cigarette sales and affect the total sales. Therefore, according to the list of unsold retailers provided by the municipal company, we should call to remind customers to order in time every day, so as to improve the transaction rate and sales volume, and do a good job in promoting online ordering and improve the ordering efficiency of customers.

4. Strengthen the supervision and publicity of electronic settlement. Individual retailers in remote areas really can't make electronic settlement, and basically implement electronic settlement as required. During the visit, retailers were reminded to deposit in time to ensure the smooth completion of electronic settlement.

5, strengthen the density and intensity of information collection, pay close attention to the cigarette sales market, strengthen information exchange with city managers, and severely crack down on the sale of fake, illegal, private and other disorderly channels of cigarettes in the market.

6, do a good job in the training of new accreditation personnel, the implementation of clear price tag in place.

August Account Manager's Work Summary II

After working in Jinshi Sub-branch for xx years, I was transferred to Wuling Sub-branch of Changde Branch, which has the largest scale, the best benefit, the strictest management and the highest requirements, to be the company account manager. For me, it is a new milestone and starting point to adapt to the new environment, integrate into new groups, get familiar with new customers, adjust new attitudes and change new styles. Now I will make a phased report on my work in August since I arrived at Wuling Sub-branch.

First, keep in mind that deposits are the foundation of banks and put the maintenance, marketing and management of deposit customers in the first place.

According to the division of labor of the account manager group, entrusted by the leaders, the burden of investment, city investment, transaction maintenance, management and marketing, which accounts for nearly 40% of the branch's public deposits, fell on my shoulders. When I first took over, the deposits of the above-mentioned customers were at a historical peak, with an investment of 487 million yuan, a city investment of 43 million yuan and a transaction of 654.38 billion yuan. These customers were the marketing targets of Changde financial institutions. With Bank of Communications and Changsha Commercial Bank, etc. I deeply feel the increasing fierce competition pressure. In order to communicate with customers in time, solve difficult problems in customers' business, provide fast and convenient business and technical support for expanded online banking customers, solve the problem of urgent delivery, greatly improve the visit frequency of key customers and effectively improve management efficiency. It has been delivered to the customer's financial personnel for more than 30 times to handle business, and the receipt has been delivered to the relevant banks.

In other words, I won the support of customers for my work and maintained the quality customers of the branch. Thanks to the efforts of the leaders of the sub-branches to improve the upper-level relationship of customers and the joint efforts of the account managers, the deposit of Changde Santou in our bank has been maintained at more than 536543.8 billion yuan (excluding 74.8 million yuan). At the same time, according to the distribution of account managers in sub-branches, we will conduct differentiated maintenance and visits to customers in charge of deposits from time to time, especially in mastering the fund changes of the top ten deposit customers in sub-branches, and insist on daily subtotal, statistics every ten days and quarterly analysis, and provide them to the leaders in charge in time as a reference for deposit expansion.

Second, remember that asset quality is life, and put the maintenance, supervision and marketing of loan customers in the first place.

The existing loan balance of our bank is 65.438+26.8 million yuan, and the loan balance I have taken over now reaches 800 million yuan. Although there are only four customers, it accounts for 63% of the branch's loan balance, which is of great responsibility, which is also the great trust and trust of the branch leaders. Especially when I first arrived at Wuling Sub-branch, I encountered the restructuring and transfer of transportation system loans. Because the policy is unclear and the operation plan is uncertain, I have been in a state of risk warning.

In order to solve the risk of loss of pledge right caused by changes in national policies as soon as possible, the Bank independently completed the task of project evaluation and material writing that night according to the operation plan drawn up by the branch, and successfully transferred the effective debts of the Bank's stock of 96 million yuan and the bank's stock loan of 52 million yuan before the end of May. In addition, 290 million yuan loans not issued by the original account manager were successively issued to Beijing Investment Corporation, and the approval and issuance of 50 million yuan loans from Beijing Investment Development Corporation were completed within two working days, and the efficiency of the bank was affirmed and recognized by customers.

In the daily credit management, we should comprehensively monitor and manage credit customers in strict accordance with the requirements, complete all routine inspections and major event reports in time, and operate in strict accordance with the three measures for loan fund management promulgated by the Banking Regulatory Bureau to avoid regulatory policy risks. At the same time, the rating of city investment and economic investment was successfully completed, overdue loans were collected in time and the progress was reported. In the process of sorting out and improving the basic credit data, collateral account, intermediary business account, repayment plan account and rating credit account were successively collected, which effectively realized the traceability, validity and integrity of credit data and realized that the quarterly inspection of City Bank this year did not need rectification.

Third, to meet the needs of transformation and development, product maintenance, marketing and management should be the focus of increasing transaction volume.

When I came to Wuling Sub-branch, I felt that the sub-branch had a large number of online banking customers, but many customers were still superficial in their familiarity with online banking. When they have any questions about the safety of funds, they seek our support. Under the idea that satisfying customers' requirements can better stabilize customers, they have handled more than 50 technical and operational problems of corporate online banking customers. In August, the mandatory plan issued by the sub-branch was completed with good quality and quantity, and 65,438+000% on-site installation and debugging was realized in time.

In product marketing, we provide our customers with high-yield and low-risk products. After mastering the debt repayment funds allocated by the financial department, I learned that customers need to improve the rate of return on funds, and timely introduce and focus on promoting dry yuan products with the competent governor. After being recognized, we have successively purchased 65.438+0.48 billion yuan, and at the same time, our products have been effectively promoted.

Four. Existing problems and future work objectives

After working in Wuling Sub-branch for nearly nine months, I deeply feel that the competitive pressure in Changde City is much greater than that in the county sub-branch, and the nature of the customers I manage is completely different from that of the industrial enterprises I manage in Tianjin. After several months of work, I deeply feel that there is still a lack of customer depth, and I once felt at a loss and helpless when I sought valuable marketing customers in the new market. However, everything depends on human efforts. With more and more competitors, I will cherish the wonderful time working in Wuling Branch with a brand-new attitude and work style.

1. Strengthen the contact and public relations with Beijing Investment Corporation and City Investment Corporation, establish a more unbreakable good relationship, further strengthen marketing means and strategies, raise the working relationship and personal feelings with customers to a new height, fully realize the effective inclination of deposits of key customers to the Bank, and realize the rights of the Bank as the host bank.

2. Strengthen post-loan management and new customer expansion, pay attention to the progress of loan projects, the availability of funds and the use of funds, and collect and feedback information in time to ensure the safety of our credit assets; Effectively improve the contact and relationship with the investment department, grasp the progress of the company's next cooperation and self-construction projects, strive to obtain first-hand useful project information, and make preliminary preparations for the next marketing.

3. Strictly abide by the rules, be disciplined and conscientious, strengthen the tempering of your comprehensive quality, obey the arrangement of the leaders, cherish the existing job opportunities, and let your contribution be recognized by the leaders.

August Account Manager's Work Summary III

How time flies! In a blink of an eye, August is about to pass and a new month is coming. August's work is not only a kind of exercise, but also a lot of reasons for interacting with people, and it is also growing up in failure. Let's review and summarize the personal aspects and the work this month.

Personal feelings in November and August

The purpose of work is not only to earn the weight of life, but more importantly, to win the respect and recognition of society through work, so as to obtain the sense of accomplishment and satisfaction brought by work. However, in this competitive environment, it is not easy to find a stage where you can give full play to your abilities. Since I entered the tobacco company, I am very grateful to my colleagues for their help in work and life, and I can't do without the support of retailers. However, compared with other comrades, the gap between service retailers and other comrades is still very large; There is no clear focus on the implementation of work tasks; There is no flexible response to the consumer groups in low consumption and sparse per capita distribution areas. Through deep reflection on this growth space, I have to adjust my position and mentality more and more, and create more outstanding achievements next year.

Two. Review and summary of work in August

1. With the in-depth development of online ordering, the number of online ordering customers is increasing gradually. The number of customers ordering online is liuxue86 14 1, accounting for 6 1. 1% of the total customers. The proportion is not high, and there is still a lot of room for development. In the choice of online ordering customers, we mainly start with township streets and main roads, so that new users can feel the convenience of online ordering and gradually attract surrounding retailers to join online ordering. In this way, retailers who are unwilling to buy computers have gradually begun to entrust other retailers to order cigarettes, and some have directly handed over the task of ordering cigarettes to their children at home.

2. Since? 135? After the implementation of the working law, the working mode has gradually changed and the working direction has gradually become clear. With what? Monthly plan? 、? Weekly arrangement? 、? Week summary? 、? A day trip? 、? Monthly summary? With the implementation, the working mode is gradually solidified and the working direction is gradually clear. These five contents are roughly as follows: arranging the work plan for next month at the end of the month is conducive to the development of the work plan; Arrange summary in time every week, which is conducive to the review of work; Arrange the object to be visited in advance before each visit, saving the visit time and paying targeted attention to abnormal customers; Monthly summary can summarize the problems found in time.

However? 135? It is not a panacea formula, and everyone needs to use it flexibly. Make customers satisfied to the greatest extent through work, and then enhance the relationship with customers. The biggest advantage of good customer relationship is to get the heartfelt support of customers and finally get good market benefits. For example, during the visit, we will give guidance to customers on cigarette business, strengthen communication with retailers, and cultivate new brands in a targeted manner. Otherwise,? 135? It may become a modern set of four books and five classics.

3. At work? Diderot effect? . For example, when visiting the market, the account manager meets the usual question of customers: Why can't others light some cigarettes? 、? Why do some cigarettes always light less than others? Please don't answer too general:? The state practices planned production of cigarettes? Something like that Because customers are not concerned about the overall market environment, but their own immediate interests after comparing with others, it is necessary to explain the differences between different customer categories (such as cigarette sales, cigarette display, counter display, etc.). ), let customers compete to become advanced customer groups, which is the Diderot effect.

4. Exclusive marketing linkage work

At present, there are still some problems in the exclusive marketing mix:

(1) information feedback is not timely, so it is difficult for both parties to reach a comprehensive understanding of * * *, and the effect of exclusive marketing combination is not ideal. Without direct communication, the timeliness of information cannot be guaranteed. Under the new ordering mode, monopoly will inevitably collide with retailers during inspection, which is not conducive to maintaining tobacco image.

(2) The daily work of exclusive marketing is lack of supervision or weak supervision. Sometimes, regardless of feelings, mutual entrustment will inevitably occur in daily work, which is not conducive to the normal development of the work of combining exclusive marketing and the healthy development of the work of combining exclusive marketing.

The effective combination of exclusive marketing should start from several aspects:

(1) market visit. Monopoly and marketing teams should not only perform their duties in their daily work, but also supervise each other in their daily visits, such as organizing an account manager and a city manager to visit once a month. When the city manager finds problems in the market inspection and the crackdown on illegal households, he should inform the account manager in time so that the account manager can control the supply of goods.

(2) Information feedback processing. Information is not only the basis of marketing service, but also the basis of monopoly management. Establishing a dynamic market analysis mechanism based on information enjoyment is the core connotation of the combination of exclusive marketing and participation. Timely delivery through the comprehensive information platform, so that problems found can be delivered in time, departments can implement them immediately, and those responsible can solve them within a limited time. At the same time, monopoly and marketing should * * * abide by rules and regulations, * * * abide by rules and regulations, and maintain a good working situation.

5. Analysis of cigarette sales in August

(1) main indicators: the total sales volume in this area is basically the same as last year, the demand for tobacco production in the province has increased, and the average price of cigarettes has also increased. In August, 977.87 boxes of cigarettes were sold, a decrease of 30.26 boxes or 3.00% compared with the same period of last year. Among them, 850. 13 boxes of provincial cigarettes were sold this month, up 10. 18% year-on-year. The average price this month is 85.66 yuan, compared with 73.93 yuan in the same period last year, with an increase of 15.865%.

(2) Comparison of sales volume of various cigarettes: 75.47 boxes of first-class cigarettes, up 49.18% year-on-year; 236.39 boxes of second-class cigarettes, up 265,438 0.35% year-on-year; Third-class cigarettes 2 1 1.98 boxes, down1.95% compared with the same period last year; The fourth category of cigarettes was 392.78, a year-on-year decrease of 7.49%; Five kinds of cigarettes 6 1.22 boxes, down 49.782% year-on-year. It can be seen that the sales of low-grade cigarettes account for the smallest proportion among all kinds of cigarettes, and the decline of low-grade cigarettes is also the largest.

The analysis of the decline of low-grade cigarettes is as follows:

(1) Improvement of health awareness. As people pay more and more attention to smoking and health problems, cigarettes with low tar and low harm are gradually accepted by people. But the five types of cigarettes generally do not include low tar cigarettes, which will lead more and more consumers to withdraw from the low-grade cigarette market for health reasons.

(2) Retailers are unprofitable. At present, the wholesale price of cigarettes in the market is too transparent and generally unprofitable, mostly to attract customers to buy spare parts and non-staple food, so these customers are not enthusiastic about selling cigarettes, but these customers can influence the cigarette sales structure in the surrounding areas.

(3) The consumption structure is improving. With the improvement of people's living standards, consumers' cigarette consumption has also increased. For example, cigarettes above 13 yuan are generally used for weddings in the suburbs of cities below the third line, while those used more last year are still above 10 yuan.

Three. Problems existing in this month's work

1, the phenomenon that small households place orders with large households in the rural market is serious, which affects the verification of customers' real sales. It is suggested that monopoly departments strengthen inspection and ban small households that order for large households.

2、? Three members? It distorts the practical significance of mutual supervision, and sometimes it happens, which leads to many hidden problems that cannot be discovered and affects the overall image of the company.

3. The customer satisfaction and complaint rate caused by cigarette supply have declined, but the ability to serve customers needs to be strengthened.

4, low-grade cigarette sales situation is still grim, failed to achieve more than half of the time and more than half of the task.

5. Performance appraisal needs to be further improved.

6, failed to pass the primary and intermediate vocational skills registration.

Four. Work plan for September

1, pay close attention to the cigarette market dynamics after the implementation of the new customer assessment, focus on visiting small and medium-sized customers in rural areas, understand the real needs of small and medium-sized customers, and improve the accuracy of the audit.

2. Solidly develop brand cultivation. Taking the brand of municipal companies as the main line, we will focus on building the marketing system of retail customers and consumers within our jurisdiction, improving the brand structure and expanding the brand width.

Step by step as required? 135? Implement the working method of one main line, three main points and five steps, carry out service marketing work in a targeted manner, and improve cigarette sales in the jurisdiction.

4. Do a good job in maintaining the basic information of retailers. Mainly to do a good job of order guidance, so that retailers can digest their inventory as soon as possible and maintain the price of cigarettes.

5. Pay attention to the fluctuation of retail sales. For retailers whose cigarette sales fluctuate greatly, communicate in time and contact the district monopoly administrator in time to prevent them from violating the rules.

6, strengthen learning, focus on learning cigarette vocational skills related textbooks, and strive to pass the cigarette salesman intermediate exam next year. Consciously form a good habit of being diligent in learning and thinking, and strengthen self-cultivation and personal quality in learning.

Finally, I sincerely thank the leaders and colleagues for their concern and help in the past month. I will work harder in the coming year to contribute to the sustainable development of tobacco in the future.

August Account Manager's Work Summary IV

Time flies. I have been in Zheshang for a spring and autumn, and my requirements for my work in Zheshang Bank are constantly improving. When I first entered Zheshang, I was unfamiliar with my work and a little rusty, so I made some mistakes inadvertently. I know that my burden is very heavy, and my skills, marketing ability and experience are far from the performance of my account manager, so I always dare not take it lightly. I have been studying and summarizing how to do a better job in banking, and I have been learning and accumulating constantly, so that I can handle all kinds of problems in my daily work with ease. After a month's training, I have improved my organizational management ability, comprehensive analysis ability and coordination ability. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

My position is account manager, and I contact all kinds of customers every day. In the process of serving customers, I am careful, so that the simple and boring service work becomes rich and colorful, which truly embodies the concept of customer first. Usually, when customers have different views on our work, I can also explain clearly what customers don't understand, and finally satisfy customers.

In the past month, I worked hard to improve my business skills and strengthen my awareness of risk management. In order to better expand customers, with the help of colleagues' leaders, I quickly learned and became familiar with the business operation mode, and further improved my grasp of risks; In addition, in order to strengthen the study of business skills, I have participated in the skills training organized by the branch for many times. Strengthen customer marketing and do a good job in customer inspection, credit investigation and maintenance. In-depth study of industry development trends, targeted marketing of target customers.

Our bank is a big family that respects and loves each other. It is often said by other comrades who know our situation that we have never seen a harmonious relationship between comrades in any unit like ours. No matter at work or in life, comrades-in-arms are like a family. If they have a problem, it's different at work. Such opinions mean the continuous improvement of working standards.

Existing problems and future efforts. Although I can work hard actively and have made some achievements, there are still some problems and shortcomings, mainly in:

First, the level of performance skills is not skilled enough. Some good customer resources can cooperate well, but they can't make business plans for customers well.

Second, the existing customer resources have not been well excavated and carefully planned, and all links of the customer trade chain have been marketed; For their target customer groups, they have never found a suitable opportunity to intervene.

Third, some work is not done carefully enough, and some work is not well coordinated.

In view of the above outstanding problems, I will try my best to do the following:

First, strengthen learning and improve skills. Only when the business level is excellent can we carry out business easily and freely.

Second, while doing our job well, we should actively market and update our ideas, and strive to make better returns for China Merchants Bank with a good attitude and sense of responsibility.

Third, details determine success or failure. In the future, I will strive to improve the details of my work, enhance the sense of cooperation among departments, colleagues, banks and enterprises, strengthen unity, strive for perfection, and strive to do a good job in banking.

The new month has new goals. We should step up our study, enrich ourselves better and meet the challenges in the new period with a full mental state. There will be more opportunities and competitions waiting for me next year, and I am also secretly encouraging myself. Stand firm in the competition. Down-to-earth, our eyes should not be confined to the small circle around us, but should focus on the overall situation and future development. I will also learn from other comrades, learn from each other's strengths, exchange good work and experience with each other, make progress with each other, and achieve better work results.

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