Summary of Tong Yuan Express Customer Service Work

Summary of Tong Yuan Express Customer Service Work: 5 Articles

Customer service refers to the customer service work (accepting customer consultation and helping customers solve their doubts), or the organization that undertakes customer service work. As a customer service staff in Tong Yuan, don't put yourself on the opposite side of users at work, so how to write a customer service summary of Tong Yuan Express? The following is a summary of Tong Yuan Express Customer Service I collected for you. I hope you like it.

Tong Yuan Express Customer Service Work Summary 1

Since joining the company for one year, with the help of leaders and colleagues, I have a good understanding and basic grasp of the responsibilities and contents of Tmall's customer service work, and have officially started working. Now I will make a phased summary of my work and study experience, work points and problems existing in my work, so as to make reference and preparation for my continuous improvement in my work.

Tmall customer service is an important part of online shop. Its importance cannot be ignored. First of all, it is the link and bridge between shops and customers. A qualified customer service should first receive every customer seriously, responsibly, honestly and enthusiastically. Secondly, you should have good language communication skills, make customers accept your products and finally reach a deal. Thirdly, as a customer service, we should have enough knowledge and understanding of the goods in our store, so as to provide customers with more shopping suggestions and better answer their questions. In the past half month, I have clearly realized the responsibility and importance of my work, and I am constantly learning how to improve my work skills. Although I have no relevant work experience before, I hope to learn from scratch and strive to become a qualified Tmall customer service as soon as possible. The following is my preliminary analysis of pre-sales shopping guide, customer service during sales and after-sales service.

The first is pre-sales shopping guide. The importance of pre-sale shopping guide is not only that it can answer questions for customers, but also that it can guide customers to buy, facilitate transactions and increase customer unit prices.

Pre-sale communication generally includes greeting, inquiry, recommendation, negotiation, farewell, etc. In greeting, whether Wangwang is online or in other States, automatic reply is essential. Automatic reply allows us to reply promptly and quickly, so that customers can feel our enthusiasm for the first time. At the same time, adding our store name to the automatic reply can enhance the customer's impression. In addition to automatic reply, I should also reply to the customer as soon as possible and ask if there is anything that needs help. In question and answer, no matter what happens, remember to pay attention to Want Want at the first time, show which package customers are concerned about in the store, open the corresponding page, and be ready to answer any questions raised by parents at any time. In the process of bargaining, it is a great test of one's communication level and negotiation ability. How to deal with guests skillfully and healthily requires you to constantly learn and improve your communication skills at work. Farewell can hold the price fortress and make guests feel that our price is the lowest. It is really necessary to take further measures. No matter whether the transaction is completed or not, we should maintain a unified and enthusiastic attitude towards every guest.

Secondly, I understand that sales refers to the whole process from customer ordering to delivery. Sales include inspection, delivery, logistics follow-up and so on. I've always insisted on careful inspection, otherwise the customers receiving defective products will cause disputes and bring unnecessary losses and troubles to both parties. Secondly, when it comes to delivery, I made a lot of mistakes in this link in my work this year, which is embodied in choosing the wrong delivery company, making the wrong delivery and making fewer deliveries. These are all caused by personal negligence. Because this is the first time I have come into contact with such a problem, I failed to take appropriate measures to remedy it, which caused unnecessary troubles and economic losses to the company and its leaders. I'm very sorry. Through these problems, I understand that after making a mistake, we must actively find ways to remedy it as much as possible under the premise of ensuring the interests of the company, so as to minimize the loss, rather than doing nothing. At the same time, I also come to the conclusion that the following methods can be adopted to avoid the recurrence of such mistakes:

A. You must keep a high degree of seriousness and concentration in your work, and don't be distracted.

B. Check whether there are any comments before delivery.

C. Check whether the baby pictures and colors taken by customers are consistent with the contents described in the text attributes.

Confirm whether the buyer leaves a message on the delivery and logistics page.

E. The first step of the delivery page is to reconfirm the number and color of the baby photographed by the guest, and whether there is any message, and finally confirm the packaging delivery.

The above methods can effectively avoid the occurrence of related errors.

In the process of returning goods, how to communicate with customers, take full care of relatives' feelings, let relatives talk to us calmly, solve problems, put an end to things that damage the company's image, and how to safeguard the company's interests and minimize losses are what we must work hard to do.

Summary of Customer Service Work of Tong Yuan Express No.2 Department

The work before 2020 has been finished, and with the unremitting efforts and persistence of all employees, the tasks in 2020 have been basically completed. Specifically divided into the following aspects:

First, improve service quality.

First of all, we think it is not enough for the company to improve its service quality. Therefore, at the beginning of the year, we set up a part-time duty manager on the floor, who is the director of the floor, to cooperate with us in checking the daily behavior norms of employees on each floor and strengthen the strength in store inspection. In the second quarter of this year, the service office led the commodity department to carry out team building. Taking each area of the commodity department as a unit, the construction is carried out from the aspects of customer complaints, shift change of foreman, daily assessment of shopping guides, etc., and mutual inspection of stores and self-inspection of departments are implemented. The service office leads the team to conduct joint on-site inspection twice or three times a week, and issues a notice of rectification of on-site inspection according to the results (participants are service office personnel, department foreman, director and floor duty manager). On-site management will be implemented step by step, with hierarchical management (service office level → department level of various commodity departments → squad leader level → departmental cadres are responsible for on-site management of their own departments, and problems can be handled in time, which is more conducive to management effect from the aspects of employee acceptance and cooperation. Establish store manager training system and track sales. In the third quarter, the Service Office replaced the service quality tracking cards for all employees and established service management files for all employees. For employees who violate discipline for more than 6 times in the whole year, we will suspend their qualifications, conduct training and re-apply for employment procedures, so that all employees can establish a sense of crisis and improve the service quality in an all-round way, thus creating the best service environment. Up to now, more than X quality of service tracking cards have been replaced and distributed. Before the celebration, we also launched the service slogan of "I smile, I lead" among employees, and organized the production of employee smile service cards, which were distributed to all employees to wear. In this way, all employees smile at every customer and keep Guofang Parkson's smile at customers. In August, in order to further improve the service quality and establish employees' service awareness, the service star candidate ***x was also launched, which played a role in point-to-point.

Second, the reception and handling of customer complaints

During this year, we have used departmental regular meetings or communication meetings, special training and other forms for many times to train floor managers in terms of company return and exchange regulations, complaint handling skills, fine case analysis, etc., focusing on standardizing their own reception forms and services, so as to standardize complaints, reception etiquette, reception process, implementation of treatment results, floor reception and records. Punish irregular managers), this year, X, the company arranged for me to train the front-line foreman's complaint skills. After careful preparation, I took out the art of handling customer complaints, which was well received by the grassroots management. Through this training, the ability of floor managers to handle complaints has been improved. In the first three quarters of 2020, all service offices received all kinds of complaints (quality category: X, service category: X, comprehensive category: X, emergency: 7). In terms of emergency handling, we renewed the insurance agreement with the insurance company-third party liability insurance (the premium is * * X yuan, and the three stores will insure together), as long as it is an emergency of our company.

Third, the scope of personnel management inspection is comprehensive and institutionalized.

Bring the management of second-line and first-line employees into the synchronous track of daily supervision and management. In accordance with the company's relevant rules and regulations, treat cadres equally, strictly implement them, be fair and just, do not favor one over the other, achieve transparent supervision and inspection, standardize management, and put an end to the problem of different implementation standards. We have also formulated a rectification notice to rectify the problems found in time, which has greatly improved some of our work. Moreover, we have stepped up the inspection of on-the-job cadres, from twice a day to four or six times, so that managers in various departments have a sense of self-discipline. In welcoming guests, we require that every floor manager should stand in the employee aisle to welcome employees into the store before they enter the store every day. This strengthens the affinity of managers and narrows the distance between managers and employees at all levels.

Four or five supermarkets, strict inspection system, put forward the inspection focus on the floor.

Daily inspection site, the service room manager on duty should be diligent. Feedback the problems found in time and communicate with the department, issue rectification notices, propose rectification deadlines, and check and follow up, so that all kinds of problems found can be solved in time (but some problems have not been implemented, mainly hardware problems, and we will follow up through on-site inspection notices), and put an end to the passive situation of just talking and not doing. In the first three quarters of 2020, the service office inspected the stores and found that all kinds of employees violated discipline x times, and the average violation rate of the company was%. Most employees are mainly criticized and educated, and only a few employees who often violate discipline are given economic punishment, which also reflects the humanized management of the company and reduces the passive situation of hosting by punishment.

Five, the business skills and professional level of the manager on duty.

We have made a systematic training plan according to the business shortage of the manager on duty, and regularly carry out training on commodity knowledge and professional knowledge. The manager on duty in our department acts as a trainer, taking advantage of our weaknesses and making up for our own weaknesses through training. For example, some comrades in our department don't know how to carry out their work, so I arranged for them to talk about "how to carry out their work effectively during working hours", so as to further improve the business skills of the manager on duty and handling customer complaints, and further improve the self-monitoring and self-management mechanism. In the first three quarters,

The intransitive verb x works.

In the specific work, the service office cooperated with the company in personnel recruitment and training, and I taught the course of business service specification, which accumulated more than X class hours and completed the training task on time. Secondly, we also trained the service desk staff and changed the service concept. What customers need is what we have to do. Always handle problems with customer satisfaction and provide customers with the service of "as good as you want". We also have strict requirements for the manager on duty in the service room of Store X, asking them to manage according to the management level of the head office. Although there is still a gap between the management of the branch office and the head office, we are confident to grasp the management of the branch office.

Seven, actively cooperate with the company to complete all the work.

From participants, executors, planners to organizers, there are duty managers in service offices everywhere in the company's large-scale activities, who can complete all the work put forward by the company in a timely, comprehensive and quality-guaranteed manner, and have achieved certain results, which have been recognized and affirmed by company leaders and human resources leaders. Summarizing the work of the service room in the first three quarters of 2020, although some achievements have been made and recognized by the leaders, the work improvement is still slow, and the professional quality of the staff is still far from the standard of the manager on duty. Moreover, most departments are new employees, with low professional quality and relatively lack of experience in handling customer complaints, and there is still a certain distance from the large shopping centers in developed cities in terms of service quality. In the fourth quarter of 2020 -202 1 first quarter, I will strive to improve the quality and work efficiency of our employees, and take the lead in advocating and implementing "differentiated services" in _ _, so that customers can enjoy not only the brand culture of _ _, but also the service culture of _ _.

Summary of Tong Yuan Yuntong 3 Customer Service Work

Engaged in customer service for nearly seven years, and wrote a lot of summaries in seven cycles of spring, summer, autumn and winter. Feeling summary is like a post station, you can calm down and sort out your tired mood, burn good hopes and rest for the next trip. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it. The following is a summary of my personal work:

For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, in my nearly two years' work as a monitor, I have been constantly exploring, trying to find another flavor, which can dissolve and melt the "spicy" flavor brought by the front desk users, that is, the emotional management of the operator. After all, most people need to manage, control and adjust their emotions.

Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. On the basis of the following two points, we should constantly improve the professional psychological quality of a customer service representative, learn to make boring and monotonous work colorful, and learn to treat work as a kind of enjoyment. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.

In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.

Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:

When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so, I began to work hard for this: a cohesive team should be like an "ant ball", which can quickly curl up together when it is in danger, generating amazing strength and finally getting out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the eccentricity of complainants. Wow, many users have been harassed.

Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". As far as I can remember, there are several such complaints, but all of them are near misses, which eventually become experience in forging our ability and enriching our customer service career.

Summary of Tong Yuan Yuntong 4 Customer Service Work

With the support of company leaders and departments, the customer service department has completed all the work for 20 years and achieved certain results. Looking back on our work in the past year, we have mainly done the following things:

One is refined management.

Customer service plays an important role in shopping malls. Whether all transactions in the mall can be solved in time and customers can be served effectively determines customers' attitude towards the mall and its future development. Therefore, in customer service management, we conscientiously perform our duties, and learn relevant theories and regulations in combination with their respective jobs and division of labor. The Ministry has formulated a series of rules and regulations, with posts assigned to people, responsibilities assigned to people and rewards and punishments assigned to people.

Second, work standardization.

In handling disputes, we adhere to the principle of seeking truth from facts, "being prompt, timely, accurate and reasonable", and pay attention to high standards and strict requirements. First of all, start with grasping the investigation rate of the first scene. As long as you receive complaints or questions, regardless of time, always insist on rushing to the scene at the first time, grasp the first-hand information, and strictly follow the operating procedures of the mall to provide customers with the convenience they can.

Third, service standardization.

Service competition plays a very important role in the competition of major shopping malls. As the customer service department, the service quality is directly related to the development and survival of the company. So our department puts customer service in an important position. Organize everyone to learn, fully understand the importance of customer service, do a good job in customer service, establish and improve service systems and measures, and standardize service behavior. See the spirit for details. For example, we can provide thoughtful service when customers come to consult anytime and anywhere; A business that can be done well once will not let customers run twice. Over the past year, we have continuously improved our work style, improved service quality and customer satisfaction, and completed our work dutifully.

20_ quietly left, this year our work level changed and improved day by day, which is gratifying and exciting. Yes, achievements represent the past, and brilliance casts the future. In the future, we should strengthen our study, strive to improve our business skills, unite sincerely, work hard and work hard to ensure the smooth completion of our annual goals.

Summary of Tong Yuan Yuntong 5 Customer Service Work

I entered Xie Yuan Logistics and became a customer service specialist for more than a year. At the arrival of the new year, I want to make a summary of my work in the past year and hope to make greater progress in the next 20 years.

As a newcomer to Xie Yuan, I'm afraid I can't integrate into the customer service work, because I don't have any experience in logistics before. However, from the first day I entered the company, the company has always emphasized Qi Xin's concerted efforts, lofty corporate culture, relaxed and harmonious working atmosphere, and the patient guidance of Manager Shi and colleagues in the customer service department, which enabled me to adapt to the working environment of the company in a short time and get familiar with the whole operation process of the company. In the work of customer service department, I have always been strict with myself, earnestly and timely doing every task assigned by the leaders, learning from my colleagues with an open mind, learning from their many good work habits and accumulating experience in my work. The company pays attention to time limit and commitment, so our customer service should conform to the spirit of the company, be polite and courteous, and be very careful when accepting, tracking, inquiring and confirming the receipt. I will also strengthen my business knowledge, constantly improve and enrich myself, hoping to be independent as soon as possible and make more contributions to the company. But I have also made some mistakes in my work, so I will consider all kinds of problems more comprehensively to prevent similar mistakes from happening. I would like to thank manager Shi and my colleagues for reminding and correcting my mistakes in my work in time.

After becoming a full member of Xie Yuan, I have a deeper understanding of customer service and improved my ability to deal with problems and emergencies. First of all, I think it is most important to be careful in customer service. For example, when accepting, we should get the product information and customer requirements as detailed as possible; When registering and inquiring with the operation department, we should know the actual situation of goods in transit and arrival as much as possible, and have the ability to speculate and judge the follow-up situation based on this information, and answer customers' inquiries in a short way to satisfy customers.

Find out the problems, causes and solutions in the work, and constantly improve and improve. So it is very important to pay attention to the details of logistics work. Second, don't be subjective. If there are any anomalies that are inconsistent with the past, we should observe them calmly, do not blindly deal with them, and conscientiously implement them. Instead of emphasizing self-centeredness, we emphasize the priority of overall interests, and carry forward the spirit that some people are responsible for my obedience and no one is responsible for my responsibility. For example, when accepting, replying to customers and accepting instructions from leaders, don't rely on subjective imagination, step by step and take simple things seriously. I remember a saying that simple things are repeated, and when success comes, you can't stop. For logistics, success means punctuality, correctness and efficiency. Third, be brave in taking responsibility. Work is to be a man before doing things, personality determines fate, attitude determines everything, and communication solves everything. Have the courage to take on problems, such as mistakes in losing orders or improper handling of things on duty at weekends. I can't say I'm sorry. I lost it or I'm on duty, otherwise everyone will bear it together. Don't pass the buck when something goes wrong. Tell me about the situation and reasons at that time. Let's learn from it and avoid making the same mistake next time. Maybe the leader will praise him for being honest and a good employee. This will also ensure peace and unity among all departments. Fourth, don't get emotional. When you encounter obstacles in your work and unhappy things happen in your life, don't get emotional and don't affect your work or others. Treat colleagues and leaders as friends and express your thoughts and suggestions. Because you will deal with unexpected things at any time, logistics work should have a normal heart, a kind heart, whether what you say will hurt others, whether there will be contradictions and so on. , to increase the sense of collective honor and enhance collective cohesion.

Finally, regular or irregular internal and external training. The enterprise's strategy is changing, and the ability to implement it is also changing. Therefore, it is necessary to communicate with employees in work and life, communicate with employees ideologically, conduct business training for employees (such as master taking apprentices), and conduct all-round quality training. Such as aviation common sense training, internal experience exchange, external study tour, logistics management training and so on. The advantage is that the company has high-quality talents to adapt to the current development and changes, while employees better enrich themselves, better complete their work and pay more.

Think of the company as home and save every bit of energy. Regard colleagues as friends, and enhance the cooperation spirit and collective cohesion of team members. Think in one place and work hard in one place. I think our _ _ will be better!