Work summary of customer service staff

Time flows like water in a hurry. A period of work has ended. Looking back on this period of time, what achievements are worth sharing? Let us sort out our past work and write a summary of our work. So, have you mastered the format of the work summary? The following is a summary of the work of customer service staff that I compiled for you (5 general articles). You are welcome to read it. I hope you will like it. Customer service staff’s work summary 1

In the past six months, our shortcoming was that we did not have a good grasp of our employees. I need to strengthen communication to: convince others with reason, educate others with morality, trust others with sincerity, inspire others with emotion, awaken others with wisdom, enlighten others with the way, communicate with others with heart, advance and retreat first. Be a benchmark, persevere, and be a helmsman to lead the way forward.

The past six months have been hard and tiring, but it is reasonable that everything is difficult at the beginning. I have to do everything personally in terms of teamwork and work thinking, because only after I have gone through the road can I know exactly how to let our team members go. To sum up the detours I have gone through, our team members must be able to implement them with ease. Improve the completeness of work. A building can only be built high if the foundation is laid well, so the process is really important. In order to avoid making mistakes at work, many companies rely on processes to avoid unnecessary losses. I also attach great importance to the process and constantly modify the process to make it perfect.

Training work In order to improve the quality of employees and better cooperate with the work requirements and goals issued to us by the company leaders, I have conducted many trainings. However, due to the high turnover of personnel, the training results have not been achieved. All in vain. Next, our training plan will still be carried out from three aspects as before:

1. Establish a good atmosphere and strengthen ideological and moral training.

2. Improve service quality, strengthen work processes and methods, and provide professional skills and physical training.

3. Improve employee discipline intuition, strengthen employees’ understanding of the company, and attach great importance to company management rewards and punishments.

A team is not our individualism of working alone, it requires everyone’s wisdom and strength. Be positive. Be an adult first and then become a talent. If you are not a human being, don't come in. If everyone's goals are not unified and everyone has selfish goals, our team will be like a loose sand and will achieve nothing. Everyone's goals are important, and it is precisely because we have the same goals that we are a team. We are still young and have a long way to go. Today, when social competition is so fierce, each of us must be responsible for your own actions today. I should listen carefully to the goals of each team member, target my team members' goals, help the team members' goals smoothly, and achieve our goals at the same time, is what I really need to do.

Now the materials, personnel, and work contents at the case site have been basically stabilized. The usual work is to discover and solve problems, and solve them in the bud through scientific management. I hope that every day in the future will get better day by day, I hope there will be support and recognition from more people, and I hope our work can be completed with excellent results. We are full of expectations for the next days, looking forward to it being a beautiful memory in my life, worthy of my life, and cheering for myself! Even if no one cheers for me, I will shout for myself! come on! come on! Customer service staff’s work summary 2

As a hospital customer service staff, the daily work is extremely trivial, including consultation and triage, accompanying patients and delivering patients, communication and coordination, telephone follow-up, and even helping patients. Small things like sewing buttons and sewing needles and threads. Although these small things are very inconspicuous, if done well, patients can get great convenience, pleasure and relief from them, thereby increasing their goodwill and trust in the hospital; if done poorly, it will affect the quality of the hospital's services for patients. evaluation, thus damaging the overall service image of the hospital.

However, after working for a long time, some people are dismissive of customer service work, thinking that this work has neither technical content nor economic benefits, is trivial, hard, and worthless; on the other hand, if Without a strong sense of professionalism and responsibility, the passion of service personnel can easily be wasted in ordinary trivial matters day after day, and passion is the most valuable service quality. Losing passion in service is like humans losing their souls. After identifying the biggest problems and gaps that restrict the development of customer service work, we focused on innovative concepts and innovative systems.

1. Establish new concepts and improve the professional pride and responsibility of customer service personnel.

In fact, it is not easy to be a qualified service personnel. It requires various abilities such as communication, coordination, and emotional intelligence, as well as various knowledge of medicine, health care, marketing, etc., and the most important thing is nursing. Like the pioneer Nightingale, he has the courage to devote himself to his career and has the spirit of serving patients wholeheartedly.

1. To serve patients, we must be a "golden key" in the hands of patients.

The "Golden Key" is the highest honor awarded to outstanding service personnel by the internationally accepted hotel industry. It means omniscience and omnipotence. It is a "green card" for customers and a guarantee for service personnel's service. The gold standard of quality and personal reputation, the number of "golden keys" has also become the best comment on the hotel's service level. Customer service staff are like a "golden key" handed over to patients by the hospital: when patients come for treatment, we are receptionists; when patients come for consultation, we are consultants; when patients have difficulty moving, we are accompanying patients; when patients are dissatisfied with the service, We are coordinators; for those with children, we are childminders, and for visitors from outside, we are interpreters. In short, this "golden key" is to do everything possible to meet the needs of patients, open the doors of patients' hearts with sincere dedication and sincere service, and win the trust of patients. I remember that there was a Mr. Qiu who did not take away the CT films in time after he was discharged from the hospital due to something going on in his work unit. The hygienist did not understand the situation and cleared them up during cleaning. A few days later, Mr. Qiu mentioned this matter to us. Although he did not report any hope, he was filled with regret. Realizing the patient's mood and difficulties, we made active contact. Later, with the full cooperation of the department director, we helped the patient. The CT films were re-developed and printed, and Mr. Qiu was very satisfied with it.

2. To serve patients, we must be a "living dictionary" of the hospital for patients who cannot fail the exam or ask questions.

As the first stop for hospital services, we come into contact with thousands of people of different ages and personalities every day. How to satisfy these people with various problems and different needs? Returning is the biggest test of the customer service staff’s patience and wisdom. We not only need to be familiar with the hospital's history, culture, unique technologies and equipment capabilities, but also the department's specialty, diagnosis and treatment scope, characteristics and expert characteristics, and even the medical characteristics of other hospitals in the provincial capital. When we meet their needs and win their trust and recognition through our decent speech and extensive knowledge in a very short period of time, they will tell us with their own medical choices: Customer service is the bridge between patients and They are the bridge to the hospital, they trust and recognize the hospital. I remember that we received a patient with spinal stenosis. Since it was his first diagnosis, we recommended him to the orthopedic department for examination and diagnosis. After the diagnosis, the patient was unwilling to undergo surgery and wanted to look at other hospitals, so we introduced the massage department and massage department of our hospital. In the Department of Traditional Chinese Medicine, the patient finally chose massage therapy. After a period of time, the curative effect was remarkable and the patient was very satisfied. Another time, a patient with kidney stones wanted to come to our hospital for lithotripsy. Although our hospital did not have lithotripsy equipment, we based on the patient's personal characteristics. According to his needs, we introduced him to the two most famous hospitals in the city and the two hospitals closest to his home. The patients highly recognized our serious and pragmatic attitude.

3. To serve patients, we must be a "heart-to-heart bridge" that communicates the feelings between doctors and patients.

Due to the professionalism and particularity of medical services, as well as the asymmetry of doctor-patient information, patients tend to blame medical staff for perfection, and medical staff will also feel disappointed, aggrieved and other emotions due to patients' lack of understanding. This Customer service staff capabilities.

So far, there is no specialized institution or course for training customer service personnel, and customer service training is somewhat different from medical and nursing knowledge training requirements. In order to improve the effectiveness of customer service work, we have made some changes in terms of training content, training time, assessment requirements, etc. detailed regulations.

2. Improve management standards and improve customer service effectiveness.

In order to standardize management and improve the professional level of customer service staff, we have formulated and implemented systems such as internal job rotation, shift handover and work log writing. Although different positions and differences in responsibilities have caused temporary inconsistencies in personnel and business. There are difficulties such as maturity and increased tasks for managers, but we believe that temporary difficulties will bring long-term benefits.

3. Improve the assessment standards and increase the passion for customer service work.

In order to break the situation of doing more and less, good and bad, on the basis of improving job responsibilities and service processes, we referred to the internationally accepted balanced scorecard and formulated a system that takes into account financial goals, customers The assessment methods for the four aspects of goals, management goals and personal learning and growth goals are currently in the trial stage. Through the implementation of the "Double Entrepreneurship and Double Trees" activity, we have found gaps in the process of summarizing work, discovered value in the thinking of establishing coordinates, been affirmed in the exploration of innovative work, and comprehensively improved service awareness and service Ability, service image and ideological realm. Customer service staff’s work summary 3

It has been more than a year since I joined the company at the beginning of 20xx. A year ago, I knew almost nothing about the job of telephone customer service, nor did I know much about the insurance industry. However, now I am able to serve as a customer service specialist of China Life to solve problems for our customers and provide back-end support to our front-line colleagues. All of this is inseparable from the enthusiastic help of leaders and colleagues.

Ever since I first joined the company and was undergoing induction training, I have been anxious about whether I can do the job. I am worried that I will be starting from scratch and not be able to fully familiarize myself with the company in a short period of time. business knowledge, unable to provide customers with satisfactory services. However, with the patient guidance of the training teacher, I also passed the business knowledge examination at a relatively fast speed, and finally I was about to officially take up a customer service position and officially become a China Life customer service specialist.

Everything is difficult at the beginning. I still remember the nervousness when I received a call from a customer for the first time. However, no matter how nervous I was when I heard the phone ringing, I still mustered up enough energy and pressed the answer button. After hearing the customer's eager inquiry, I understood what my responsibilities were. Regardless of the tension in my heart, I quickly retrieved the information the customer needed in my brain. After a period of adaptation, I was able to overcome the problem. Feeling nervous, I started to go to work according to the normal schedule like other members of the team. What is different from before is that now I need to constantly switch between the morning shift, day shift, middle shift and night shift. However, this did not give me any time. I caused too much trouble. With the help of my colleagues in the group, I quickly adapted to this more irregular way of working than before. In addition, during this period, being able to get along happily with my colleagues in the group and being able to help and learn from each other was also a big gain for me.

However, it is worth mentioning that although I have been working in customer service for nearly a year, there are still many areas worth improving in me, and I still need to strengthen and improve through continuous learning. Improve your own business capabilities. For example, in the process of high-intensity and continuous contact with different customers, emotions will inevitably fluctuate, and when facing a customer for a long time, you may also show lack of patience. Controlling emotions and maintaining a good service attitude are the most basic requirements for a customer service staff, so in the future I should strengthen my self-cultivation and ability to control my emotions in this aspect.

In the new year, self-improvement is mainly divided into two aspects. One aspect is business ability. Through self-study and training, we will strengthen the study of insurance professional knowledge so that we can better As a bridge between the company and customers, it plays a role in communication; on the other hand, in terms of work attitude, by communicating more with old employees, humbly ask old employees for advice and learn their experiences and skills in the process of providing services to customers. Thereby improving the quality of your own service and becoming an excellent customer service staff. Work summary of customer service staff 4

1. Based on one's own job, dedicated to one's job

As a customer service staff, I always insist that "it is not easy to do simple things well." Take everything seriously at work, and whenever you encounter complicated and trivial matters, you always do it actively and hard; when colleagues encounter difficulties and need to take over the shift, you can give up your rest time without complaint, make a good work plan, and resolutely Obey the company's arrangements and devote yourself to work;

2. Study diligently and keep pace with the times

I remember what Director Shi said in a class given to our new employees. There is a saying: "Choosing CCB means choosing to keep learning." As a customer service staff at the XX Center of Telephone Banking, I deeply understand that business learning is not only a task, but also a responsibility and a state. Over the past few months, I have persisted in studying diligently, working hard to improve my business knowledge, strengthen my thinking skills, focus on integrating theory with practice, and use practice to train myself.

1. Pay attention to integrating theory with practice. Use theory to guide and solve practice at work. The purpose of learning is application. With the guidance of theory, the ability to analyze and solve problems has been continuously improved, and the principle, systematicity, predictability and creativity in work have been enhanced;

2. Pay attention to overcoming ideological "laziness". Adhere to the study of business knowledge according to the system and plan. First of all, do not regard the learning of business knowledge as an extra burden, and consciously learn updated business knowledge and CCB's corporate culture; secondly, adhere to personal self-study according to your own learning plan, carry forward the "nail" spirit, squeeze in time to learn, and correctly handle work and work. The contradiction between learning is not to neglect learning because of busy work, and not to relax learning because of heavy tasks.

In the future work, I will work hard to continue to work, maintain a good relationship with customers at work, use the best service to solve the customer's difficulties, and let me use the best service to resolve the customer's difficulties. problem. Customer service staff’s work summary 5

With the support of the company’s leaders and various departments, the customer service department has successfully completed various tasks this year and achieved certain results. Looking back on the work over the past year, we have mainly done the following:

1. Refined management

Shopping mall work plays a decisive role in the shopping mall business. It is not only related to the shopping mall company Its own economic benefits and development also affect the functioning of shopping malls and the realization of social benefits, playing a positive role in ensuring social stability and people's living and working in peace and contentment. To this end, in shopping mall management, we conscientiously perform our duties based on our respective positions and division of labor, and work hard to learn relevant theories and regulations. With the deepening of the company's fine micro-management, a series of rules and regulations of the headquarters have been formulated to assign positions, responsibilities, rewards and punishments to each person. In the mall data management, strict implementation is ensured to ensure the authenticity, consistency, correctness, timeliness and standardization of the data, so that the mall management work meets the requirements of the superior company.

2. Work Standardization

In shopping mall work, we adhere to the principles of seeking truth from facts, speed, timeliness, accuracy and reasonableness, pay close attention to improving the quality of shopping malls and disaster prevention and loss prevention, and pay attention to high standards in work. Strict standards are required. First, start with the survey rate of the first site. As long as we receive a report, no matter how big or small the accident is, no matter day or night, we will always rush to the first scene, grasp first-hand information, strictly follow the quick compensation process, and provide customers with the convenience we can.

Adhere to two-person inspection, two-person loss assessment, limited time compensation, and continuously improve service quality; adhere to the 24-hour duty system, actively participate in the construction of three centers, and further improve service levels; increase assessment efforts; actively do disaster prevention and loss prevention work, We have timely formulated disaster prevention and loss prevention work plans for major customers, summer flood prevention safety inspection methods, and winter fire and explosion safety inspection methods. We have always grasped and intervened in advance, enhanced our ability to prevent risks, and received good social effects. We paid close attention to shopping mall management, accelerated the speed of shopping malls, strengthened team building, improved service levels, improved service image, effectively squeezed the water out of the shopping malls, achieved effective loss reductions, and completed various shopping mall indicators well.

3. Service standardization

Shopping mall market competition is nothing more than price competition, brand competition, and service competition, and service competition plays a very important role in shopping mall market competition. As a customer service department, the quality of service is directly related to the development and survival of the company. Therefore, our department places shopping mall service work in an important position. Organize everyone to learn, fully understand the importance of customer service, do a solid job in customer service, establish and improve the service system, service measures, standardize service behavior, and show spirit in the details. For example, when customers come to handle business anytime and anywhere, we can provide thoughtful services; we can handle the business in one go and do not let customers go a second time. Every time a claim is settled, we will promptly notify the policyholder by phone to come and collect the payment. . Over the past six months, we have continuously improved our work style, improved service quality, improved customer satisfaction, and completed our work with due diligence.

Achievements represent the past, and brilliance creates the future. In the future, we must strengthen our study, strive to improve our business skills, unite sincerely, work hard, and work hard to ensure the successful completion of the annual goals. I sincerely wish that our PICC business will prosper and our company will become big and prosperous.