After-sales customer service personal annual work summary model essay selection

As time goes by, the year's work is coming to an end. Looking back on the previous work, there are gains and confusion. It's time to write a work summary. The following is my "Personal Annual Work Summary Selected Examples of After-sales Customer Service" for your reference only. Welcome to read this article.

After-sales customer service personal annual work summary model essay selection (1) 20xx years passed quickly. Looking back on my work in the past year, under the leadership of the company, with the assistance of my colleagues and the cooperation of various departments, I have been strict with myself and completed the work well according to the company's system requirements.

After half a year's study and work, we have made a new breakthrough in our working methods and changed our working methods greatly. Now let's sum up our work in the past six months. After-sales service is the service after the product is sold, which is related to the follow-up maintenance and improvement of the company's products and is an important platform to enhance communication with customers. The quality of after-sales service is directly related to the company's image and fundamental interests. The following is my summary of the after-sales service in the previous year.

First, the initial after-sales period

1, delivery: This seemingly simple work has its importance. According to the customer's demand, we usually send the goods to the place designated by the customer or agent, and there is no service engineer to ride with us. Be sure to contact the customer or agent in advance, confirm the contact person and contact information, discuss how to receive the goods, and ensure that the customer or agent can adjust the receiving time during this period. So when communicating with customers, you can put the time back a little.

2. On-site delivery. After the goods arrive at the customer or agent, the company shall arrange engineers or after-sales service personnel to inspect the equipment together with the legal person of the customer or agent and its technical director to check whether the appearance of the equipment is damaged during transportation and the quantity of the goods arrived. At the same time, debug and install the equipment, do a good job of service docking between customers or agents and the company, and clarify the specific service requirements of our company for customers or agents.

Second, the after-sales period

1, customer training, new equipment should be regularly trained for customers, so that customers can master the specific requirements of the company's equipment operation and technology at the first time.

2. Handling of equipment problems. In principle, minor product problems outside the warranty period need to be solved by customers themselves. If there is a serious problem, the company needs to send someone to solve it. They can send someone (but the production cost needs to be charged. Note: Charge according to the consumption level of each region, such as high consumption in xx and other places). Maintenance and replacement within the warranty period require relevant photos and fault reports.

3. Equipment maintenance requires customers to maintain the equipment sold in accordance with the instructions, and have relevant maintenance materials and photos.

Third, the after-sales period

Call customers from time to time to ask about the use of equipment! Give timely explanation and reply to the problems that arise. After-sales service is a very important job and an important continuation of sales. If it is done well, it can increase sales opportunities. If you can't do it well, you can also destroy a network.

Four. Work plan for next year

I) Work policy

Establish product service image, improve after-sales service skill level, and upgrade your after-sales service ability to a new height and level.

2) Work objectives

According to the requirements of the company's overall planning for business objectives, the after-sales service objectives are quantified as follows:

1. During the warranty period, the return visit rate of customers is x%.

2. The service satisfaction rate is above x%.

3. The timely service rate during the warranty period is above x%.

4. After all new equipment is handed over, the training compliance rate is x%.

5, actively do a good job in the storage and distribution of all kinds of equipment and accessories, and establish their own independent spare parts warehouse of after-sales service department, which cannot be mixed with the spare parts warehouse of production department.

6. Grasp the performance of the company's new products, prepare the technical data of all kinds of equipment, and in the process of distributing them to customers, let customers have an understanding and understanding of the new products while training them.

7. Learn and master the performance and technical requirements of the company's new products in order to better train customers.

III) Specific implementation plan and work priorities

1. It is required to create all product files. After-sales service records the operation, quality and service status of ex-factory products in the service process, which should be sorted out in time and classified into ex-factory product files.

2. Establish detailed product configuration and service terms, factory date, serial number, main configuration, customer unit, name, contact person and telephone number.

3. Track and feedback the operation, quality and service status of all equipment delivered by our company in time.

4. Constantly put forward suggestions and requirements for improving products.

5. Make statistics and analysis on product maintenance services during and after the warranty period every month, so as to provide effective data for the company to improve and improve products.

After-sales customer service personal annual work summary model essay selection (2) As a customer service staff, I gradually feel that customer service work is constantly accepting various challenges in the ordinary and constantly looking for the meaning and value of work. An excellent customer service staff, skilled business knowledge and superb service skills are necessary, but I personally think that at the same time, on the basis of these two points, we should try our best 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. Secondly, when providing consultation for users, we should listen carefully to users' questions, analyze and guide them in detail, and prevent customers from being dissatisfied because of service attitude problems.

All along, the company takes smile service as its own responsibility, takes customer satisfaction as its purpose, stands on its own duty, loves its post and is dedicated to its work, and strives to do a good job in customer service. As a newcomer who has been engaged in the securities industry for a short time, I do have some shortcomings. First, lack of work experience and loopholes in actual work. Second, work innovation is not enough. Third, at work, people are sometimes impatient and eager to achieve success. Therefore, in the next step, I need to overcome and improve, and strive to do the following:

First, study hard and keep pace with the times.

Theory is the forerunner of action. As a customer service staff, I deeply understand that learning is not only a task, but also a responsibility, which is the actual need of work. In the future, I will strive to improve my business level, pay attention to integrating theory with practice, exercise myself with practice, and contribute my meager strength to the company.

Second, based on their own duties, love their jobs and dedication.

1. As a customer service staff, I always think that "it is not easy to do simple things well". Take everything seriously at work, and always try to do it actively whenever you encounter complicated trivial matters; When colleagues encounter difficulties and need to cover for them, they can give up their rest time without complaint, resolutely obey the company's arrangement and devote themselves to covering for them; Whenever a company wants to develop new business, it always has a comprehensive and detailed understanding and mastery of the new business. Only in this way can we better answer customers' inquiries and make the company's new business develop in an all-round way.

2. At work, everyone should give detailed answers to customers' inquiries in strict accordance with the working idea of "customer first, service first"; For the problems reflected by customers, actively and steadily solve them, and for the problems that cannot be solved by themselves, actively and truthfully reflect them to their superiors and strive to give customers a reply as soon as possible; For the problems raised by customers, whether they are solved or not, they should be registered in detail, consulted every day, and solved in time when problems are found, effectively eliminating mistakes and omissions. At the same time, humbly consulting old colleagues is also the focus of doing a good job. Learning from their work experience and skills is not only beneficial to their own work, but also conducive to coordination and communication with various departments.

Don't be late, don't leave early and don't be lazy. Can conscientiously and actively complete the tasks assigned by the leaders.

Thirdly, smile service-one of the basic qualities of customer service.

In today's society, all service industries are advocating smiling service. Smiling is the basic requirement of an enterprise for an employee, but smiling is not only a way to express feelings, but also a work skill. As customer service personnel, we should be required to integrate technical skills with perfect service. A smile is a sword that can melt hard ice. It can be seen that smiling is a necessary means for us to protect ourselves at work. Smiling is an expression of happy mood. When customers need our help, we send a smile in time and gain a hope. Smile service is a kind of strength, which can not only produce good economic benefits, but also create priceless social benefits, so that enterprises have a good reputation and reputation.

Smile service is a passport to interpersonal communication. It is not only a ladder to close the psychological distance and realize emotional communication, but also the main path to realize active, enthusiastic, patient, thoughtful, meticulous and civilized service, and a powerful additive to realize value-added and efficiency-enhancing service language. The smiling service we advocate is the natural expression of several basic psychological qualities such as healthy personality, optimistic mood, good cultivation and firm belief. Only those who love life, customers and work can maintain and permanently have that kind of elegant and quiet smile service.

At the same time, I also have some superficial views on how to overcome the work:

First, do a good job in after-sales service and constantly improve the quality of after-sales service personnel.

Customer service is a job with high comprehensive skills, so the requirements for customer service personnel are also very high. An excellent customer service staff should have the following basic qualities:

1, try your best to understand customer needs and actively help customers solve problems.

2. Have a good personal accomplishment and a high level of knowledge, understand our products and be familiar with business processes.

3, good personal communication skills, good oral expression skills, polite to people, know when and where to face what kind of situation is suitable for expression in what language, know how to deal with certain relationships, or have rich handling experience, have a certain personality strength, and a good first impression can give customers trust.

4, flexible mind, strong adaptability to the scene, able to go to the scene to use the site conditions to solve the problem immediately.

5, the appearance is neat and generous, and the words and deeds are decent.

6. Good working attitude, enthusiasm and initiative, able to serve customers in time, regardless of personal gains and losses.

Second, handling customer complaints and complaints

1. Create a customer complaint form or complaint registration form. Information about complaints or complaints received from customers, such as company name, address, telephone number and reasons, should be recorded on the form; Send the form to the after-sales service personnel in time, and the person who records it should sign for confirmation, such as office clerk, receptionist or salesman.

2. Immediately communicate face-to-face by telephone, fax or at the customer's location, discuss the solution after learning more about the complaint or complaint, and reply to the customer in time.

3. Follow up the implementation of the processing results until the customer's reply is satisfactory.

Three. Matters needing attention in handling customer complaints and complaints

1, be patient In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings.

2. Have a better attitude. Sincere attitude, courtesy and enthusiasm are the basic requirements of a qualified customer service staff. Modest and friendly attitude will encourage customers to calm down and rationally negotiate with service personnel to solve problems.

3. Hurry up. Handling complaints and complaints quickly can make customers feel respected, secondly show the sincerity of enterprises to solve problems, thirdly prevent negative pollution of customers from causing greater harm to enterprises in time, and fourthly minimize losses.

4. The language is appropriate. Customers who are dissatisfied with the enterprise may be too aggressive in their oral statements to vent their dissatisfaction. If the service personnel are tit for tat, the relationship between the two sides will inevitably deteriorate. In the process of explaining problems, they should use appropriate and generous language to communicate with customers as much as possible.

5. The level is higher. After complaints and complaints, customers want to pay attention to themselves and their problems. Often the level of people who deal with these problems will affect the customer's mood of looking forward to solving the problems. If a high-level customer service staff can personally go to the customer's office or personally telephone condolences, it will resolve many customers' grievances and dissatisfaction, and it will be easier to cooperate with the service staff to deal with problems.

6. There are more ways. There are many ways to solve customer complaints and complaints, such as inviting customers to visit customers who don't have this problem, or inviting them to attend knowledge lectures and so on.

Fourth, quell customer dissatisfaction.

1, listen carefully to every word of the customer.

2. Apologize fully and let the customer know that you have understood his question.

3. Collect accident information and find out the most suitable solution.

4. Put forward effective solutions.

5. Ask customers' opinions.

6. Tracking service.

7. Put yourself in the customer's shoes.

These are just my superficial views as a newcomer. I will try my best to do a better job in xx years, learn from my predecessors, do a good job with all my colleagues and face new challenges together.

After-sales customer service personal annual work summary model essay selection (3) During this period, my work is very busy and full. Looking back on my past work, I have both the joy of success and the regret of loss, but more of an expectation for my future work. The work is summarized as follows:

First, adhere to the overall concept and do a good job.

No matter what job you are engaged in, adhering to the overall understanding is the primary issue, and on-site skill service is no exception. I think the overall situation of after-sales service work is to "adhere to the corporate image and make customers satisfied and loyal to the company's products." Restricting and safeguarding the interests of customers is the main component of improving the core competitiveness of our company's products. Doing a good job of after-sales service is also the publicity of the company's products and the spy collection of the company's product functions, so as to make real-time improvement and make the products better meet the requirements of field application.

Second, being good at communication is better than assisting coordination.

On-site technical service personnel should not only have strong professional skills and common sense, but also have excellent communication skills. Problems with a product are often due to improper operation, rather than quality problems reflected by customers. So at this time, we need to find out the crux of the problem, communicate with customers, standardize operations, and then prevent distrust of products and even damage to corporate image. It is a powerful publicity for the company's brand image to communicate with customers in daily work and satisfy customers.

Third, skilled in professional skills and diligent in on-site inspection.

With the continuous development of the electronics industry and the increasing competition, how to do a good job in computer after-sales service is also a powerful card to enhance the brand competitiveness of the company. As a skilled service person, I should be diligent in on-site inspection, think independently, communicate with colleagues more, and strive to continuously improve my professional level. Every excellent after-sales service represents customers' further trust in our products.

Fourth, the level of common sense skills and practical proficiency.

In my past work, I have learned something. Attitude is very important at work. Be enthusiastic in your work, and keep smiling in the sunshine, so as to bring people closer and communicate with customers. Especially after-sales service, positive thinking and peaceful mentality can promote the improvement of work and the smooth progress of work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.

After-sales customer service personal annual work summary model essay selection (4) sales are not only about the first thing, let customers buy things, but also do a good job of after-sales, because now sales are a combination of services and products, so that customers are satisfied, rather than customers buying products and abandoning them. We are responsible for solving these problems with customers' questions and after-sales feedback.

After-sale is to better sell products, but also to maintain customers and ensure the credibility of the company. In the process of buying enough products, there are many problems that bother customers, such as logistics problems after customers arrive, customers' dissatisfaction with products, or damaged products, which have seriously affected our customer service. Generally, we will take direct reissue or other ways to satisfy our customers, rather than disappoint them.

At work, we also work in shifts, which can be said to be 24 hours, to avoid resentment caused by customers' problems not being solved. For customers, we are more about giving them a solution. As the saying goes, if we want to get more customers, we must let more customers accept our working methods and accept our opinions and suggestions, which is also the focus of our work. We need to pay attention to make sure that we don't make mistakes at any time.

Our after-sales service belongs to maintaining customers' hearts and making customers feel that our company's attention and sincerity are not fraud. If we want to maintain the image of the company, we must take care of the feelings of our customers. Although many customers we meet are disgusted, we will patiently and seriously help customers solve their problems instead of causing them trouble. The customer's problem is our problem. Only by serving customers well can we get customers' recognition and consent and gain more customers.

In order to strengthen work efficiency, we have been learning from each other for a year, and our after-sales customer service skills are constantly updated and improved, always bearing in mind the importance of work. Because of this, our work effect is very obvious, the efficiency of solving problems is improving every day, and there are few repeated problems, which can change the attitude of customers to the greatest extent.

This is a good way to maintain the company's image, make up for the loss of customers, and let our company's reputation get more promotion and publicity. Only by getting good recognition, will there be more customers, because the company is far from caring about temporary gains and losses, and it will always be long-term interests, which will make our company have the current scale situation.

In the future work, the work of our department will continue to improve, we will always adhere to the company's purpose and complete the company's tasks, and we will not easily have problems in the company's plans. We will always make good work arrangements and do a good job in the company at the first time, so that our after-sales service will become a major feature of our company. At the same time, in after-sales maintenance, secondary consumption will promote customers' trust in our company and calmly enhance our company's development. Of course, I will also work hard, do a good job of after-sales service and solve more customers for the company.

After-sales customer service personal annual work summary Fan Wen was selected (5) to become an after-sales service technician of xx Electric Appliance Company. Since then, I have worked hard and completed the annual task. The work of the past year is summarized as follows:

First, learn the technology of this major well

No matter what job you are engaged in, professional skills will always be the foundation of your foothold. As after-sales technology, although the required technology is not necessarily as high as that of R&D personnel, the most basic thing is to understand. At least when customers ask questions, you can answer them immediately and help them solve the problems well. At first, I always said how the salary was so low, but now I think about it, I am relieved. Even if you have a monthly salary of X million, what will you exchange it for? Before I came out, I was full of confidence, but after several contacts, I found myself too immature. Sometimes I want to go back and don't want to think about it. I can't go back in vain, I have to get something. Therefore, I think it is most important to learn technology well. First of all, it is based on development and sustainable development. Only by laying a solid infrastructure can we afford to build tall buildings in summer. But learning the technology of these industrial automation products is not so easy, very boring and involves a wide range. You must also have a desire for technology. Especially after-sales technology, we should not only know this product, but also know where it is used, what machinery, what system driver and so on. You can't learn these things in a day. To get a general understanding, we must experience some unknown darkness, study, work, explore and think. I believe that people in this field must have experienced some unknown darkness to achieve today's achievements.

Second, learn to communicate with others.

In our work, dealing with people is essential, and having good communication skills may make you get twice the result with half the effort. Also, every time you go on a business trip to work on the spot, you should be mentally prepared, because the customer's mood is uncertain. After all, buying our products has caused him some losses, and he will vomit in your face at any time, so he has strong pressure resistance. At this time, I can only handle it carefully. Generally, I just say, please rest assured, I will help you solve the problem as soon as possible. Also, when going out, be careful what you say, try to start from the customer's psychology, have a good attitude, and never contradict others, who are our gods. When communicating with customers, the technical requirements you are engaged in are also very high, and the most frequently asked questions in communication are technical questions; Sometimes I will struggle with some technical problems that I don't understand. If the answer is yes, it will be troublesome; Don't answer such questions directly, start from what you know and try to move to other places, as long as you can help him solve the problem anyway; Otherwise, customers will doubt your people, and at the same time, it will also cause losses to the company's image. The most terrible thing is that he suddenly said, "Are you going to do it?" In that case, self-esteem will be greatly affected. Therefore, when communicating with others, you either don't want to solve the problem quickly on the spot and then leave, or try to talk nonsense to others as little as possible.

Third, prepare in advance and summarize afterwards.

When you receive a call from a customer, you must first look at the disintegration and see if you can solve it by phone. If you want to go to the site, then analyze what caused the failure, and then know from the analysis that you should probably prepare components and tools. As the saying goes, success is for those who are prepared. After completing the task, make a summary and write down the situation on the spot, such as: what machinery is our machine used in, what parameters are used, input and output voltage and current, etc. Finally, the reasons for the failure are analyzed. This is a better way to improve technology, which is also required by the company. There is also that the scene of business trip is not as beautiful as others say, and a person's journey is always so lonely; I also have to endure loneliness, boredom, disassembling machine tools and repairing frequency converters, fearing being dirty, suffering and tired. These are the basic requirements for after-sales technicians. If you can resist, you can resist bravely, but you can't just put it aside; After all, there is a company behind it and so many partners to support it! It is said that after-sales service is a marketing process and the beginning of re-marketing. I think I will try my best to maintain the brand image of the company and strive for the interests of the company.