Customer Service Annual Summary Report 1
Gas station is the window unit of refined oil retail operation, "customer first" has always been the business philosophy of __ branch, 20 __ years __ branch from how to stand in the customer's point of view, and constantly improve the management concept. Among them, customer satisfaction is the most important criterion to measure the quality of a company's service, my branch has been working hard to increase the quality of their own services in order to improve customer satisfaction, and fulfill the company's commitment of "quality is always one step ahead", so as to achieve the control goal of "100% pass rate of sales oil quality, 100% customer quality complaint handling rate, and no oil quality accidents".
First, hit hard, and take various measures to do a good job in customer maintenance
1. Establish and improve customer files, and do a good job in the basic work of customer maintenance.
In 20__, the branch management department started from the retail port and the direct batch distribution port, and established a top-down customer maintenance work from the business management department to the area and gas station. The gas station sorts out the gold customers, fixed customers and potential customers of the station every month, and the branch requires the gas station to pay a return visit to its customers every month, and fill in the return visit record area for verification. Every week, the area fills in customer development records for key customers and potential customers, and reports the detailed information of high-quality customers to the branch operation and management department, and the branch operation and management department appoints an account manager to assist the area in conducting in-depth return visits to customers.
2. Establish a three-level complaint mechanism and three-dimensional service supervision.
This year, our company has established a three-level customer complaint hotline for the headquarters, the province and the prefecture, the complaint handling process, the complaint report form and other ways to do comprehensive supervision of the customer service work of the gas station, and has received good results.
3. Establish an emergency response mechanism for complaints and strengthen the control of negative public opinion.
This year, the branch accepted and dealt with several complaints of all kinds, taking the oil quality of Fukang Station as an example, the branch immediately started the complaint emergency mechanism after receiving the complaint, and the customer complaint acceptance, customer communication, gas station and area actively carried out investigation, actively took remedial measures, and took customer complaints seriously, the branch management department issued a handling notice, and the area and gas station seriously and immediately carried out learning after the incident, so as to achieve the control goal of 100% customer complaint handling rate.
4. Implement various humanized services and strengthen the service work of the window unit of the gas station.
This year, the 99 operating stations of the __ branch can do the work of "six convenient services", and the operation and management department of the __ branch makes a distribution map of gas stations in the peak tourist season. In view of the tourist season, there are more private cars in other places, and the Qinghai region is not very well understood, in order to refine the convenience service work and serve foreign tourists more humanely, the branch made a distribution map of the gas station of the branch to 10 key stations in July, which facilitates the reasonable arrangement of tourist routes. At the same time, during the special period, the branch strengthened the market monitoring of tourist attractions, and the branch gave guidance to the gas station employees on the "eight-step method" of refueling, encouraging employees to welcome tourists from all over the world with high-quality services, and showing the new image of Sinopec Plateau Window.
5. Actively carry out the activity of "serving the people, creating the first and striving for excellence", and serve the image of the window.
Under the unified leadership of the provincial company, the branch actively carried out the "service for the people, pioneering and striving for excellence" activities in 20__ months, the branch leadership team attaches great importance to the activities since the development of the branch, and actively starts from the grassroots "five small constructions", customer system construction, standardized services, etc., strengthens management and pays close attention to the implementation, through the development of activities, the company's "two" consciousness has been significantly enhanced, that is, the grassroots service grassroots consciousness, and the grassroots service customer awareness has been significantly enhanced.
6. Formulate the selection plan of "Quality Service Model" and actively carry out "Quality Service Month Activities".
In order to comprehensively improve the standard service level of gas stations and fully mobilize the service enthusiasm of employees, this year to the provincial company's "quality service month" activity as an opportunity, combined with the characteristics of more urban stations of __ branches, the monthly "quality service model" selection mechanism is long-term 2, which has played a positive role in effectively mobilizing the enthusiasm of grassroots employees.
7. Maintain sustained learning ability throughout the company and clarify customer management goals.
This year, our company introduced ISO9000 quality management system, and combined with the provincial and municipal management responsibilities of the whole company to conduct in-depth learning, the retail department of my __ branch has formulated the "ISO9000 quality management system implementation plan", clarified the role and specific responsibilities of the management department, the area and the gas station in the system, and continued to achieve the goal of "high quality and sufficient quantity, customer satisfaction" through PDCA cycle management.
2. Problems and difficulties
In 20__ years, the branch actively carried out customer maintenance work in combination with the requirements of the sales company and the provincial company, but there were also some subjective and objective problems during the period. As:
1, although the branch has established a customer service supervision system, but mainly by the management of the section part-time customer maintenance, complaint acceptance, complaint handling work, because the company has not been established for a long time, lack of professional management experience in customer service work, while the lack of specialized customer service staff for professional, fine management.
2. This year, our company still focuses on network construction work, the rapid development of the company, the uneven level of employees in the laying of outlets, and the status quo of employee training in the first and later training has caused the service level to not keep up with the development requirements, resulting in repeated complaints due to the quality of customer service this year.
Third, the next work plan
1. Continue to deepen and implement customer service.
Focusing on the work tasks of the provincial company, we always adhere to the business philosophy of "customer first", learn from competitors, strengthen the service awareness of gas station employees and improve service skills.
2. Strengthen internal management and do a good job in cultivating the service awareness of grassroots employees.
Our company plans to establish a cultural training base in each area in 20__ years, and first carry out corporate culture learning, ideological and moral education and service awareness and skill training and cultivation for new employees. Do the first training, qualified before you can join
3. Strengthen the use of information platform and strengthen the use of CRM customer system.
Although the CRM customer system has been established from top to bottom this year, our customer service has not been systematized and professionalized due to various reasons, and the use of the information platform will be strengthened in 20__ years to truly achieve refined management of customer service.
Customer Service Annual Summary Report 2
Time flies, time flies, and the annual rings of time are about to carve the last tooth marks at the end of 20__ years. Looking back on the work process of the past year, with the support and help of the company's leaders and colleagues, through my own efforts, I have basically completed my own work, and have also made some progress.
First, the harvest at work
1. Make customer file forms and manage customer files
During my tenure as a customer servicer, it is especially important to archive customer information because of the frequent use of customer information. During the period, according to the location of the terminal hospital where the customer is located, the "Nabaite South District Customer Contact Form" was made for the customer information in the southern district (according to the customer's name, telephone number, internal telephone number, billing unit, consignee, consignee address, consignee telephone, invoice recipient, invoice recipient address, invoice recipient phone number, the products made by the customer and the terminal hospital made by the customer to archive and manage 126 customers in the southern district), and the "detailed address of customers in the southern district" form was made accordingly for the customer himself (according to the customer's name, telephone number, address: 126 customers are kept on file with detailed addresses).
2. Proficient in the workflow of the customer service department
During the period of customer service, I was at a loss when I first came into contact with customer service, but through my own hard work and practice, and through the passage of time, I gradually became more comfortable with the work process. During this period, not only did he master the workflow of customer service, but also discussed and solved the problems found during the work with the customer service supervisor in a timely manner, and reported the problems that could not be solved to the superior department in a timely manner.
3. Familiar with the basic information of customers
During the service period, in the process of customer service, through communication with customers, I have a preliminary understanding of customer information, and clearly know the monthly demand for products of some customers. During the period, through communication with customers, we found changes in customer information and captured certain customer needs, and fed back information to the sales department in a timely manner.
4. Improve their overall quality
During the period of customer service, he serves customers by answering customer questions, giving feedback on the information required by customers, and solving customer needs. During this period, he denied and reflected on his own work efficiency and his mentality as a customer service staff many times.
The work of customer service staff is extremely tedious and disorderly, and it is necessary to make work memos to make customer service work orderly in order to avoid similar situations. Such work habits can help improve your work efficiency. During the service of customers, customer service personnel need to meet the needs of customers frequently, but due to the limitations of some objective conditions, it is sometimes difficult to meet all the needs of customers. This requires us not to make promises lightly, and the promised things must be resolved in a timely and effective manner. Paying attention to the timeliness of solving things has greatly enhanced their sense of responsibility.
Because the work of customer service personnel involves multiple departments of the company, there will be some mistakes or mistakes due to human factors to a greater or lesser extent. It is necessary to have the courage to admit mistakes and correct them in a timely and effective manner, to stop losses to the greatest extent, and to stop mistakes instead of complaining to each other. The courage to take responsibility and not to greatly care about personal psychological gains and losses is of great help to the improvement of one's own psychological quality.
Second, the shortcomings in the work
1. Insufficient communication skills
During the period of customer service, when communicating with customers, sometimes they cannot accurately convey the information required by customers, and cannot effectively comfort customers' emotions.
2. Lack of professional knowledge
During my tenure as a customer servicer, I found that I had a good grasp of pharmaceutical marketing knowledge
Less, customers will be difficult to answer a little professional pharmaceutical product information consultation.
3. Lack of initiative
During the period of customer service, the customer service department, as a platform for close contact with customers, could have learned the details of the customer's hospital and the product details required by the customer on a large scale, but because of the lack of initiative, he only did a small amount of preliminary understanding of the customer, and did not go deeper.
3. Prospects for the work in the coming year
1. Improve communication skills, observe and think more, and learn more from experienced people.
2. Strengthen the study of professional knowledge, understand product knowledge, and learn the concept of pharmaceutical marketing.
3. Improve initiative, fully understand the customer information in the southern district and grasp the customer information in the northern district to a certain extent, so as to better serve customers and the company.
Summary: Since I joined __ in December 20__, I will have one year of work in __. In this year, from the initial immature cognition of entering the society to the current comprehensive understanding of the company, I have always felt that the humanistic quality and working environment of Nabaxter have a deep impact on a childish person. I hope that in the future, we can follow the footsteps of __, learn together, progress together, and grow together.
Customer service annual summary report 3
In this year, it seems that there are not many things worth looking back on, life and work are still no scenery along the way, just when I thought that the road was facing forward and the days were so calm. In November 20xx, I was very happy to have come to Usfine after applying and being selected.
It's been more than two months since I joined Usfine, but for me, I've grown a lot. Learning from scratch a way of working, working content, and working procedures that I am not fully familiar with allows me to have a more comprehensive and systematic understanding of the entire workflow and content of English customer service. The two-month work was not satisfactory, and these still need to be further studied by my heart, and then I must be proficient in every detail of the work. During this time, I have had introspection and thinking, here not only to criticize my work some time ago, but also to make some summaries, how to do a good job and strive to have a good performance in the future work, and serve the company with everyone.
1. Summary of 20xx
On November 23, 20xx, I started to join Usfine, learned from the old employees, participated in order registration and background management for the first time, participated in the order verification work of English customer service for the first time, participated in the problem ticket and completed the order reply for the first time, and came into contact with ChargeBack and complaint handling for the first time. Here, I see hope that I can learn more about my work. Since I've worked in this field before, I got up to speed very quickly. I would like to thank the leaders and colleagues for their guidance and help, and thank the company for giving me the opportunity to learn. Here, I see a group of hard-working, hard-working, and down-to-earth people working, I see a good team, and I don't have a sense of pressure at work.
Deficiencies at work
At work, I lack initiative, communicate less with leaders and everyone, consider problems comprehensively and meticulously, and make many mistakes, especially in order verification and order chasing, I need to spend more time and energy to learn. Because this is still a long way from the expectations and requirements of the company's leaders at work. At the same time, the level of English theoretical knowledge, work pressure tolerance, and the implementation and planning of specific work still need to be further improved, and a series of problems need to be overcome and solved in my future work, so that I can do my job better. And what you should and can do, you must have the courage to take responsibility, do not rely on others, do not retreat, do not escape, take every step bravely, and be more confident and bold and careful in your work in the future.
2. Plan for 20xx
The new year is coming, full of challenges and opportunities, and I have to work harder. It seems easy, but it requires heart, strength, and attitude, and it requires self-confidence and stronger endurance. I firmly believe that with the correct decision-making of the company's leaders, the assistance of my colleagues, and my unremitting efforts, the 20xx annual meeting will be a year of transformation for me at Usfine.
Enhance the sense of responsibility, obey the leader's arrangement, actively communicate with the leader, and improve work efficiency.
Take the initiative to do the work to the point, implement it, and reduce work mistakes. Always adhere to the attitude of asking questions if you don't understand, learning more if you don't understand, cooperate more with colleagues, report more work and suggestions with leaders, and as a newcomer, you should put yourself a little lower, and understand the strength and importance of the team.
When it comes to the study of work-related knowledge, we are not afraid of hardships and strive to overcome them. At work, I have encountered many new things, new problems, and new situations that I have little contact with or even never understand. For example, Service letter processing, refund process, order registration details processing, phone verification, answering customer questions, etc. In the face of these problems, you must first understand more, be familiar with the company's products, order operations, and how to manage, so that you can quickly enter the job role and express it to customers in professional language.
English customer service position, long working hours, heavy tasks, high pressure, night shift, shouldering the company's image. Therefore, what is needed is people who are responsible, not afraid of hardship, able to stand hard work, and willing to contribute. We also have to learn to constantly regulate our emotions and decompress ourselves.
In fact, there is no size of work, but the division of labor is different, and the contribution is not much. When I first got out of school, I had little social experience and work experience, so we were also described by many people as being high-eyed and low-handed. However, I personally think that I am very self-motivated, and my biggest characteristic is my strong learning ability and sincerity. In the work, we must be diligent in doing our own work, be modest and prudent, not arrogant or impatient, and not be a giant of words. Whether it's the day-to-day affairs of the office or the tasks at work, I have to do it better. At the same time, learn to summarize, analyze, and summarize in a timely and professional manner, and finally complete your own improvement and growth.
Be a mindful person at work. According to the guidance of the company's leaders, I gradually became familiar with the work situation, through my own careful observation and attention, reflection and summary, absorbing the essence, extracting the dross, and constantly summing up experience in the work. At the same time, we will capture and discover the highlights of our work and improve them.