Customer service annual work summary 1 20xx years, for me, there are many memorable things, especially in the position of account manager. The competition made me feel the pressure from the beginning, that is, since then, I have more vitality in my heart, so I must work hard and live up to my mission. That's what I think and do. Over the past year, I have closely followed the pace of the leadership of the sub-branch in my work and completed all the work well around the work focus of the sub-branch. With wisdom and sweat, with actions and effects, the spirit of dedication and selfless dedication was demonstrated.
Over the past year, I have been able to seriously study various financial laws and regulations, actively participate in various learning activities organized by banks, and constantly improve my theoretical quality and business skills. Especially after working as an account manager in a personal financial center, I asked more questions, learned more things and practiced more. As an account manager, everything I say and do represents the image of our bank. Therefore, I have high standards and strict requirements for myself, actively consider for customers, publicize our new products, new businesses and new policies to customers, and expand our popularity. Usually, when customers have different views on our work, I can also explain clearly what customers don't understand, and finally satisfy customers.
While doing my job well, I tried my best to help other comrades. Comrades, if you have any questions, just ask me, and I will answer them seriously. I will humbly ask old comrades if I have any questions. When dealing with business skills, I have a requirement in my heart: a threesome must have a teacher, and those who can't learn must learn by all means. If you want to help others in your work, you must improve your professional quality.
Marketing is the main task of account managers, but how to balance "tasks" and "customers" and how to achieve "win-win"? In the past six months, I realized that only by being "attentive" to customers like a doctor and giving the right medicine, that is, consulting marketing, can we gain the trust and support of customers.
Customers' assets are more important than their own, and customers can't lose money. Once you lose money, you will be suspicious, and it may take ten times or a thousand times of efforts to regain the trust of customers. At work, I try to collect customer information comprehensively, and record the customer's name, telephone number, characteristics, demand for how much money, price when purchasing products, etc. , and file them. Mark the names of people who need to handle related business, and call customers one by one to remind them, and customers will cooperate with me to come in time. Sometimes customers often bring me unexpected gains. My customer is my "relay station" for sending marketing signals. They will use their personal experience to spread the reputation of CCB and introduce more high-quality customers to me.
The times are changing, the environment is changing, and the work of banks is changing from time to time. Every day something new appears and something new happens, which requires me to change with the situation. It is my goal to learn new knowledge, master new skills, adapt to the changes in the surrounding environment, improve my post-holding ability, cultivate myself into a comprehensive account manager and plan my career better. Of course, I still have some shortcomings in handling and operating some details. I will hone myself in my future work and study, improve myself with the guidance and help of my leaders and colleagues, develop my advantages and make up for my shortcomings. In the future, I will try my best to do the following. I hope leaders and comrades will supervise and guide me:
First, the moral aspect. As an account manager, you must have high moral cultivation, strong dedication, decent style, strict self-discipline and self-care in terms of morality and responsibility.
Second, the psychological aspect. Account managers should be mature and healthy. Bad temper, able to deal with setbacks and failures rationally. We should also be aggressive. At the same time, we should have strong communication skills and charm in language, manners, figure and temperament. Warm and cheerful personality, humorous language, flexible handling of problems, cautious and responsible business operation.
Third, business. Account managers should have systematic and solid business knowledge. First of all, we should be familiar with the bank's loan, deposit, settlement and intermediary business knowledge. It is necessary to master both the main business knowledge and the less popular business knowledge; Not only should you have a high level of policy theory, but you should also be able to specifically introduce the operational processes of various businesses; We should be familiar with traditional business and grasp emerging business in time.
In addition, account managers should have legal knowledge and economic knowledge, especially the ability to provide customers with a variety of alternative investment and financial solutions by comprehensively applying various knowledge.
Fourth, marketing. The account manager should be a marketing expert. We should master the basic knowledge of marketing and take an active part in practice. Master self-promotion skills, speech skills, product promotion skills, communication skills with customers, and refusal handling skills.
Finally, in the new year, I will, as always, strive to become an excellent account manager. Do a good job, work together with the staff of the whole bank, unite as one, and make your due contribution to the completion of various goals and tasks this year.
I have been a customer service worker in China Telecom for three years. In the past three years, I have been bitter and tired, laughing and moving. There are gains and doubts, maturity and continuous exploration of the future of customer service.
In the past three years, my progress has risen in a straight line, slow but not slow, thin and solid. Because as a customer service staff, I know that basic skills should be done well, smiles should be kept, manners should be decent, and patience should be maintained. None of this was built in a day. This effort is a long stream of water, so we can't rush it, and we can't be quick without hard work. Have better exercise for your own growth. In ordinary customer service, I try to show my excellent side. In the KPI assessment, he was rated as an excellent customer representative every month. In 2006, as an outstanding representative, I was sent to * * for affinity training. In 2006, I was arranged to exchange and study in **xx000, during which my suggestion was adopted by the leaders many times. Because of his outstanding achievements, he was rated as an outstanding employee of 20xx. I have a wide range of interests in entertainment. Love writing. Last May, it was adopted as a valuable advertising slogan in the "Telecom Product Advertising Solicitation". In May this year, we organized members to create performance programs on the May 4th Youth Day, which was well received by everyone.
When doing customer service, people say, "this is a thankless thing." Indeed, the things that customer service needs to deal with are sometimes trivial, and they are very busy every day. Every day, they will meet all kinds of customers, polite, rude, grateful, angry, reasonable, unreasonable and hellip; Who dialed the wrong number; At the beginning of hellip, every day's mood will change with the things we meet and the customers we meet. Being scolded by customers, my mood becomes heavy and I can't laugh; Being praised by customers, I immediately became light, enthusiastic and thoughtful. Think about it. Very immature. Fortunately, I got the help of many colleagues around me, which made me mature gradually. The sincere thanks and satisfied laughter of users made me realize my value. When I first answered the phone, I didn't dare to respond to the questions raised by customers easily. But soon, I realized that besides having a warm attitude, I should also have rich and solid business knowledge, so as not to give myself insufficient confidence and not be able to answer customers' questions correctly. So, I got into the habit of familiarizing myself with business knowledge and taking notes on difficult problems in my spare time. I remember that I encountered many difficulties when wiring. More than once, I didn't fully answer the questions raised by customers, and even encountered complaints from customers. My mood is at its lowest point in a long time. However, I didn't give up on myself because of this. Instead, I have been looking for shortcomings, not ashamed to ask questions, strengthen business accumulation and study, and take the initiative to listen to some excellent recordings in my spare time. After a year of hard work, I finally didn't let myself down, and won the title of "excellent operator", which was recognized and praised by everyone.
I remember receiving a phone call from a customer one night, saying that his PHS had been robbed and asked me to stop it immediately, but I couldn't report that the owner was his lover's ID number, so the operator politely refused and told me that I could only go to the business hall tomorrow. He was very excited when I received his phone call. Obviously, he has called many times. What if the shift supervisor is not present? It is our principle to strictly abide by the rules and regulations, but at this time, the interests of users may also be harmed. When I used such heavy words as "I vouch for my personality" in my client's words, I immediately said, "Sir, I believe you. . . "And write down his personal ID number in detail, and inform him to go to the business tomorrow to handle the follow-up matters. The user sincerely thanks. This incident touched me deeply. When dealing with a thorny and sensitive problem, when the interests of customers conflict with the company's rules and regulations, are we more considerate of users or afraid to take some responsibilities without damaging the company's interests? Do you refuse with seemingly infallible legitimate reasons, or do you handle it flexibly and dare to take some responsibilities? Being a customer service staff is more than just completing one thing. It takes time and effort to do one thing well, be considerate and do it right. The so-called thinking for customers, sharing worries for customers and realizing customers' wishes can not be accomplished by saying "Sir, I can understand your feelings", but by having a sense of responsibility and being good at analyzing, processing, judging and executing, so as to truly realize our wishes for customers and enhance our company's service quality and service image. This is a challenge for everyone engaged in the customer service industry, both physically and intellectually. However, such challenges make my life wonderful and full.
To be a qualified customer service staff, I think it is far from enough to do a good job. I usually study work-related books, such as sales psychology, market service marketing, telemarketing, etc., and discuss cases related to telephone service skills with my colleagues to enrich myself. Knowing the psychology of customers makes me understand from experience that "I'm sorry" and "I'm really sorry" are less likely to arouse customers' resentment than "Sir, I'm sorry". "We will transfer it to the business department, or we will transfer it to the * * department (directly named department) to handle it for you" is more acceptable than "we will transfer it to the relevant department to handle it for you", and users will feel that it is not perfunctory.
I often exchange experiences with my colleagues in the customer service forum, tell our customers' own customer service stories and discuss our customer service future together. Paying attention to the development of customer service industry, customer service groups, the psychological health and mentality changes of this group, as well as the career planning and career transformation of this young group in their prime, paying attention to our customer service personnel themselves and understanding our own career growth environment, I don't think this is much more important than paying attention to customer psychology or other vulnerable groups in society. All these will help us to do a good job in customer service in the future and treat our work with a healthier and more stable attitude. This is also meaningful for our enterprise. We should get to know it ourselves. If you want to be a qualified, excellent and comprehensive customer service staff, you should pay attention to this.
Ordinary customer service, extraordinary career. My experience is ordinary, and what I do is ordinary, but what I get from my work, what I think and feel at every stage of time, is priceless. I think this is a starting point for me to challenge my life as a China telecom operator engaged in customer service.
In 20xx, with the strong support of the company leaders and the solidarity and cooperation of all departments, and with the efforts of the employees of all departments, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful services, and made every effort to urge the proper handling of business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year.
Up to xx, xx, xx households have gone through the house delivery procedures. Xx households have gone through the formalities of secondary decoration, xx households have inspected their houses for secondary decoration, and xx households have returned the deposit for secondary decoration. Xx registered parking spaces.
The following is the completion and analysis of important tasks:
I. Daily reception work
Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.
Second, the information release work
This year, our department issued various written notices to customers about 20 times. A total of 968 notices were issued by using *, so that the notice was intended to be timely, detailed, clear and accurate, and at the same time, it actively cooperated with the contents of the notice to make relevant explanations.
Third, the owner missed the project complaint handling work.
Before the engineering department of the development company returned Xx copies, xx copies and xx copies, xx copies of missing engineering maintenance contact forms were issued by * * *, and the completion rate was xx%. * * * Submit xx customer complaint information daily report and xx complaint handling form in days. The engineering department of the development company completed xx maintenance receipts, and the owner complained that the maintenance rate was xx%. My department paid a return visit to xx copies, with a return visit rate of xx% and a satisfaction rate of engineering maintenance of xx%.
Four, the basement flooding accident treatment work
XX, xx, xx, xx, the basement water accident caused the property loss of XX owner. Under the leadership of the company, our customer service department contacted the owner and counted the damaged items for the owner. Afterwards, we actively participated in the negotiation with the owner and distributed the replacement items to offset the compensation.
Verb (abbreviation of verb) Family service opinion survey
While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.
To XX, xx, xx, our department visited xx households in the household survey of residential owners and issued xx copies of the property service opinion form. According to the survey, the satisfaction rate of residential owners to our reception work is xx%, the satisfaction rate of telephone service is xx%, and the satisfaction rate of return visit is xx%.
Six, establish and improve the owner file work
Xx copies of the owner's file have been improved and updated, and the owner's electronic file has been continuously supplemented.
Seven, to assist government departments to complete the work.
Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park.
Certificate of change of social registered permanent residence of xx owner in registered permanent residence.
VIII. Training and learning
Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.
Department employees are led by a team with insufficient ideological understanding and no work motivation into a team full of vision for the company and hope for the development of the industry and its own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.
The shortcomings, problems and difficulties found in the work are summarized as follows:
1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.
Second, the owner's follow-up and feedback on various missing projects are not timely enough;
Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.
Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.
Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.
Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.