Summary of Customer Service Week 1 With the cooperation of all the staff in Customer Service Department I, the tasks assigned by the superior leaders were successfully completed.
First, the following is the specific work this week:
1, this month 10, Yu Ying and Sui Xinyi went out with the Hong Kong and Macao tour group to cooperate with the leading work, and now they are returning.
2. In view of the change of franchisee information, this department has revised the change process through various change problems encountered in daily work, and has formulated a more detailed and accurate process for the change information and the change of hardware equipment, so as to better improve the work.
3. This week, it is emphasized that the industrial and commercial tax departments will come to the company for inspection, so as to delete the computer desktop, documents, hard disk, browsing records and other related information every day. In order to arrange the reception process for special circumstances.
4. On Friday, July 15, the department was honored to receive letters of commendation written by several franchisees to Liu Shuai, expressing deep praise and gratitude for Liu Shuai's outstanding performance and warm service. Everyone was happy for him and easy to be proud of. In the future, we will work harder and improve the service quality with Liu Shuai as an example.
5. In the grand awarding ceremony held by the company this Sunday, six people from Customer Service Department * * * attended, mainly responsible for camera shooting, sound control, etiquette service and venue service, with a positive working attitude and serious and responsible cooperation with all the work. I hereby commend them.
Second, the work plan for next week is as follows:
1, Now it's almost the end of the month. At present, the daily flow of franchisees in the company is also increasing. Our department will make full preparations for work, not only to be close to the daily work flow and work information, but also to be alert to unexpected events, so as to keep changing and strengthen the guidance work for franchisees, and actively cooperate with the reminders of surrounding companies and properties.
2. In view of the difficult problems in the change process and change of franchisee information, we will let everyone exchange their work experience at the daily departmental meeting, make further detailed analysis, and guide and assess the employees who are not very skilled in business, so that everyone can do all-round work and improve each job better.
Three, the department needs to improve in the future:
No matter how perfect the work is, there are still shortcomings, which lead to unreasonable work control and neglect one thing and lose another. Therefore, in our future work, we will continue to improve and improve, actively adapt to the requirements of the new situation, complete all the work in an innovative spirit, learn to explore our own laws in our work, and improve our working mechanism more perfectly. Proactively do the work to the point and implement it. Try your best to lighten the burden on leaders. At the same time, it also gives us the opportunity to stand on this platform to exercise ourselves, strengthen ourselves and make greater and more contributions to the development of the company. I hope the leaders will support us.
Customer Service Week Work Summary 2 is another full, busy and happy week. I stand on the platform of alternating old and new time, looking back and looking forward to the future, I can't help thinking a lot. Under the guidance of the group, the care and help of department leaders and the friendly cooperation among colleagues, my work and study have made great progress. This week's work is summarized as follows:
First, strengthen business training and improve their own quality
With the enthusiastic help of customer service supervisor, foreman and colleagues, my business skills have been improved obviously. As the facade of the hotel, the customer service department must directly face the guests, so the working attitude and service quality of our employees reflect the service level and management level of a hotel. And customer service is the core part of this facade. I know that my responsibility is great, and my negligence will bring economic losses to the hotel. Therefore, at work, I do every job conscientiously and responsibly, and actively learn more professional knowledge from other colleagues to strengthen my professional level.
Second, increase revenue and reduce expenditure, and control costs
? Open source and reduce expenditure, increase income and reduce expenditure? Is the pursuit of every enterprise. Under the leadership of department leaders, we actively responded to the call of the hotel, carried out activities to save money and control costs. In order to save money, we use recycled welcome cards as hotel staff. When _ _ rooms are checked in and when _ _ guests are to be shown around, we all use these waste welcome cards to install keys to reduce the use of welcome cards and save money for the hotel. The printed report paper is used for drafting, and all kinds of reports are printed on both sides as far as possible. Through these controls, we can make our due contribution to the hotel's revenue generation and do our little bit.
Third, strengthen their own sales awareness and skills to improve the housing rate.
With the help of the training of department leaders, I learned some sales tips. How to quote the price to the guests, what kind of guests quote the price of what room type, how to recommend a better room type to the guests with reservations, and so on. Here I would like to thank our department leaders for passing on these sales knowledge to us without reservation. While increasing my own knowledge, I also actively make my own efforts to promote the sale of scattered rooms. As long as the guests come to the front desk, I try my best to let them stay, so as to strive for a higher occupancy rate.
Fourth, pay attention to the coordination between departments and get along well with colleagues.
Hotels are like a big family, and some unpleasant little things will inevitably happen between departments in their work. As the hub of the whole hotel, customer service has a close working relationship with catering, sales, rooms and other departments. Therefore, in my daily work and life, I always pay attention to my words and deeds, take the initiative to deal with my colleagues in various departments, respect others and win respect for myself. Everything is prosperous at home. Only in this way can our hotel and our group make great progress.
The new week is about to begin, and I will work conscientiously under the leadership of the hotel leaders. Actively cooperate with the foreman, supervisor and leaders to complete all the work, strive to improve their overall quality, improve service quality, correct those shortcomings, and be an excellent customer service reception. Strive to achieve better development on the excellent platform of the group and contribute to the prosperity of the group.
Customer service week work summary 3 I have been doing customer service in the company for almost a week, and I feel that customer service is not so easy to do. I directly feel that I am very suitable for customer service, when I do; I just feel that it is not so easy to do!
When I first came here, I did the job of changing the bid, which I thought was something with no technical content; At that time, I wanted to do customer service, but now I feel that customer service is not as easy as I thought. To do customer service: First, I must have a fast typing speed. Second: you must have a flexible mind and strong understanding. Third: you must have self-control ability! In fact, there are more than these three points.
At present, I only summed up these three points when I am doing customer service, and the longer I may be doing customer service; The more you summarize. I've only been doing 10 for a few days, and I can't sum up anything; My own conclusion is that fast typing is necessary, because if you are not quick at typing, you will be confused if there are many customers. There are at least three peak periods every day: from 10 to10/o, from 8: 30 to 9: 30 in the evening, and from10: 30 in the evening. This is the peak period that I see for myself at present. I feel that my typing speed is ok, but if it comes to the peak period, I will definitely get confused and then spend dozens of seconds adjusting my speed. This means that my typing speed can't keep up, but I think I must improve my typing speed these days!
The second point is that you must have a flexible mind and strong understanding. A flexible mind means that your mind must be able to turn around the customer, not only to turn around but also to fool the customer; In this case, the business is completely won! I think my mind is turning very fast! But I feel that my understanding ability is not strong, it should be said that it is very poor; I have this problem directly these days. Today, too, people's customers clearly ask: It's the last picture. The clothes open like a piece of cloth. "
I didn't understand it. I actually opened the cashmere and looked at the last picture to ask if it was this. At that time, the customer got angry. Say: Would you please have a look at the chat record? When I opened the chat record, I didn't have a few lines. I thought I saw that I had been here yesterday. At that time, I said that my computer was broken and I just changed the chat record. The customer was really angry with me and couldn't help it, so he burst out laughing; Then I asked Jiao Yufen to see what it meant. She asked me to ask Zhang Dan, and Zhang Dan called the customer to explain it.
Then the customer said come back tomorrow! So a business ran away; So I think I should improve my understanding. Therefore, you can only read it carefully when the customer speaks next time. If you really don't understand, ask the old-timer!
The third point is that you must have strong self-control ability! I think self-control ability is the most important in my opinion; Because if you do business online and do customer service, can you sell things without control? When talking to customers, you must control yourself not to be angry with him or angry with him. Even if the customer is really irritating; You can't be angry with him either, because he must feel unhappy shopping when you are angry, and the customer service won't do business, so he must leave!
This is the three points that I have summed up since I became a customer service. Maybe I haven't found the key during my time in the guest room, but I just found the fur!
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