Year-end summary of after-sales service

Summary refers to the written materials that analyze the experience or situation in a certain stage of work, study or thought and make regular conclusions, which can effectively exercise our language organization ability, so we should make a good summary and write a good summary. So how to write a summary in a new way? The following is my year-end summary of after-sales service carefully arranged for your reference, hoping to help friends in need.

Year-end summary of after-sales service 1 The work during this period is busy and full. Looking back on my past work, I have both the joy of success and the regret of loss, but I am more looking forward to 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 is to "adhere to the corporate image and maximize customer satisfaction and loyalty to the company's products." "Maximizing the interests of customers is the main part of improving the core competitiveness of our 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 observation, think independently, communicate with my colleagues, 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, careful thinking and peaceful mentality can promote the improvement and smooth work, and good methods, skills and judgment are needed in after-sales work to make the work go smoothly.

After-sales service year-end summary 2 After-sales service is a kind of 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. It also indirectly affected sales performance. I have been engaged in after-sales service for many years, summed up the problems existing in after-sales service, and discussed how to better realize after-sales service-> field problems (customer feedback)-> production management, arrangement-> improvement of product performance and comprehensive strength from the following aspects:

First, the initial after-sales period

1, Delivery: When our products are sold, it is necessary to send personnel to the site for installation service. This seemingly simple work has its importance.

According to the needs of customers, we usually deliver the goods to the construction site in advance, and at this time, someone will go with the goods. When the service personnel take the goods, they must confirm the contact person and contact information, contact the customer half a day in advance, discuss how to receive the goods and make arrangements in advance. Make sure that customers make time adjustments during this period, because time is precious to everyone, and other arrangements may appear halfway. So when communicating with customers, you can put the time back a little. For example, if you arrive in the afternoon, you can say:

"Not surprisingly, you can arrive at normal night."

"I will contact you as soon as possible!"

"I am not familiar with the situation here. Do you think you can pick me up? "

If the other person is busy or unfamiliar with this place, you don't have to be sad. You can ask the address in detail. If the distance is far, the expenses incurred can be mentioned to the other party after installation and debugging. But don't argue with customers.

2, on-site installation

After the goods arrive at the construction site, they must be installed. If the construction period is tight, it must be installed at night at the request of customers. At this time, to get the help of the other party, you can coordinate the person in charge of the construction site and arrange the help of drivers or migrant workers to complete the task better and faster. Of course, it depends on your own situation. If you feel uncomfortable, you can try to arrange others to finish it. During this period, you can communicate with the person in charge. Get customers involved and let them know how to install it. Don't do it yourself without saying a word! Of course, it's another matter that he doesn't arrange it after you say it.

In another case, when the goods arrive at the construction site, the construction period may not be tight. If you don't mention when to install, customers may forget or not arrange the installation at this time. At this time, you should take the initiative to say, "We come out to serve. First, the company has arranged and has rules and regulations, so it must be installed and debugged as soon as possible. When we arrive at the construction site, we also obey the customer's arrangement, so when you need the goods, we will immediately provide on-site service. When do you think this matter can be arranged as soon as possible so that we can make better arrangements! Because everyone is very busy now. "

Second, the after-sales period

3. Installation and debugging

After the installation, the instruments and equipment should be debugged. Ensure that the instrument works normally and the equipment is installed normally. There will be some problems that we need to solve.

3. 1 instrument problem

After debugging the instrument, it is found that the parameters are unstable. At this time, should we check, one or two? Or the whole? Or what is the impact of the road surface? If you can't solve it yourself, you should call the leader in time. Don't give bad products to users. Even if there is a little problem, we must solve it! So as not to leave unnecessary "hidden dangers".

3.2 Equipment problems

In the installation of equipment, we often encounter the problem of installation mismatch, sometimes it is the defect of products in this province, and sometimes it is the "foreshadowing" left by our processing. When I went to the site to serve, I encountered such a situation: the tooth length of the standard part screw was different, and as a result, when the screw was locked with another standard part, it could not be tightened. The impact on customers can be imagined! Therefore, when there is a problem, the after-sales service personnel should not only solve the problem, but also reflect the problem in time. When the production management knows this situation, it should adjust it in time, find out the reason and increase the inspection before leaving the factory! Make sure that the similar situation will not happen again!

From the beginning of my service in X to now, there are still some processing problems and loopholes in production management. Production management is particularly important for an enterprise. If the management is not in place, the product will be flawed, which will directly affect the user's evaluation of the product use and the market share of the product! Just like evaluating a person, we value a person's quality more when everyone's level is different! A person's quality directly affects the company's image.

4, equipment use

After the instrument is installed, it will be debugged and used. Be sure to communicate with users as much as possible before use, and explain some problems that may be encountered in the construction process and how to deal with them! What should I pay attention to when using the instrument? What are the factors that affect the site? People, things and equipment must come down from each other in an orderly way.

Third, the after-sales end.

5. Give the equipment to the user intact, and let the user know enough about the product, and then let the other party sign the bill! Leave the driver's phone number and communicate with the driver if necessary! I don't know how to ask the driver more! At least let the driver feel that our products are very good and cost-effective, and it is right to choose our products!

At an appropriate time, call the user and ask how to use the instrument! Give timely explanation and reply to the problems that arise. When you can't judge, discuss with the leader how to deal with the problem better!

For after-sales service, I want to make a summary here: 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.

Therefore, to engage in after-sales service, we must first understand all aspects of this industry. Our after-sales service is a connecting link, on the one hand, we should contact the bottom, on the other hand, we should also contact the middle and even the top. Our service status will not change, we just need to communicate with each other from different angles and images! !

Year-end summary of after-sales service III. Busy for a year, I learned a lot, and I also learned a lot in the shop. Let's sum up my work and study. Please criticize and correct any mistakes. I entered X store in X year, and engaged in automobile after-sales service. With the care and guidance of leaders and the care and help of comrades around me, I have made great progress in my thoughts and work. Looking back on my work since I joined the company, I mainly have the following gains and experiences:

First, under the strict requirements of the environment, get to know the work and learn more about yourself.

After I joined the company, I found that my understanding of after-sales service was only superficial, and there were many things I hadn't thought of before. Therefore, my first step is to position myself and understand my work. I feel that a person's ideological understanding, work attitude and work standards are often influenced by the working environment. My ignorance from the beginning to my familiarity now cannot be separated from the help of my superiors and colleagues in the department. If I can sum up the work of my department during this period, it will be six words, namely: strict, nervous and busy. Strict work requirements, tense study atmosphere and busy work rhythm. From vagueness to clarity, I fully realized the importance of my work. At work, I was deeply infected by the high standards and strict requirements of the leaders, the positive work enthusiasm and enterprising learning attitude of my colleagues around me, and the tense and efficient work rhythm. I am fully aware that as a member of this group, I can't "discredit" this group at the beginning and drag it into the water. On this basis, I want to integrate into the "study hard and work hard" created by everyone as soon as possible. Under the influence of this environment, I try to get familiar with my work in the shortest time. In the realization of this idea, my work level has also been continuously improved. I always remind myself to keep a good mental state, always set a higher working standard, always safeguard the overall interests and do every job well. This is also an important guarantee that I can better complete my work tasks during this period.

Second, in diligent study, the quality has been improved.

It should be said that the past year was a year of hard work. Because my time in the automobile industry is relatively short, I must make more efforts to do the same standard work well. Through the study, I have made a leap in my post, whether it is car service reception or business knowledge learning. This further verifies the profound truth that "as long as you pay, you will definitely get a return".

Third, seek breakthroughs and innovations in familiarity and make progress in work.

Automobile after-sales is still a growing department and a good place to exercise. I was fortunate to grow up with it. It makes me, an inexperienced person, deeply realize the essence of myself and my work, that is, cooperation with each other. A person can be brilliant, but I can't do anything without the help of others. At work, I learned a lot about work and the truth of being a man. Although I feel very busy and tired, I have also experienced the feeling of happiness in suffering and gain from being tired. I think this will also lay a solid foundation for me to make new progress in my future work and study. I also know that my work is still unsatisfactory. For example, in the reception, it has not yet reached the requirements of Excellence; Sometimes work is too hasty, lack of in-depth and meticulous work style and so on. I will try my best to overcome my own shortcomings, correct my own shortcomings, strengthen my exercise, and contribute to the overall work of the company with excellent performance.

Year-end summary of after-sales service In 20XX, the company established the after-sales service department, which greatly improved the company's after-sales service and increased customer satisfaction. These achievements, first of all, thank the company leaders for their correct leadership and help; Secondly, I want to thank my colleagues for their strong support. Finally, I would like to thank all the staff of Qixin in the after-sales service department for their unremitting efforts. As the person in charge of the after-sales service department, I summarize the work of the after-sales service department as follows:

First, strive to do all the work well.

As the after-sales service department, I am mainly responsible for the after-sales maintenance of the company's equipment, the installation and debugging training of the equipment, and the pre-sales demonstration of the equipment. After-sales service department, carefully solve each customer's maintenance application, carefully install and debug each equipment, carefully explain the operation method of the equipment to each customer, carefully answer the problems encountered by each customer, and carefully demonstrate every function of the equipment to customers; Every employee in the after-sales service department cooperates with Qixin Qi Xin to provide good customer service and continuously improve customers' satisfaction and loyalty to the company.

Second, learn while doing, learn while doing, and constantly improve your working ability.

The after-sales service department includes X, X, X and other employees, and everyone carries forward the spirit of not being afraid of hardships and being diligent in learning; Strive to do your responsible work well, do a good job in middle school and study at the same time, and constantly improve your working ability and efficiency. X is mainly responsible for X's after-sales service, which makes X's after-sales work orderly and greatly improves customer satisfaction; At the same time, after-sales, equipment installation and debugging, and equipment demonstrations in other places have also been done with due diligence; X is mainly responsible for after-sales work in Jiangsu and other places. As a new employee who has not been employed for a long time, he has grown rapidly in 20xx years, arranged every job silently, and constantly summarized and studied in his post to improve his problem-solving ability. As an X resident recruited by the company, X has been trained in the company for a week, and has strong acceptance. He is good at summing up while doing, constantly improving his skills and making X's after-sales work satisfy customers.

Third, shortcomings

The after-sales service department is understaffed, resulting in some maintenance and timely customer complaints; After-sales personnel lack regular training and can't keep abreast of the company's new technologies, methods and products; There is too little experience exchange between after-sales personnel to share work experience and experience in time; Customer return visit is not really implemented; Customer's maintenance application is not recorded and processed in time; After-sales summary and data arrangement are not timely and perfect.

Fourth, improvement measures.

1. After-sales service should get enough attention and support from company leaders; Market is the lifeline of a company, but after-sales service is an important factor to determine whether this lifeline can survive.

2. Increase the staff of the company's after-sales service department; The after-sales department needs a clerk who is responsible for answering and recording after-sales service calls. During working hours, all incoming after-sales calls should be answered and recorded in detail. After-sales clerks should call customers regularly to keep abreast of their equipment usage and suggestions on products, and make detailed records. After-sales clerks should register and sort out the returned after-sales maintenance orders. In view of the company's several fixed business provinces, it is necessary to fix an after-sales maintenance personnel to be responsible for the customer service work in the province for a long time, such as X; In addition, the company should ensure that after-sales technicians are in place, register the after-sales clerk for repair in time, know the situation by telephone, and arrange the corresponding responsible person for timely maintenance. Technicians should maintain and return the equipment returned to the company in time.

3. Organize regular after-sales personnel training to master new technologies and new products in time; At the same time, strengthen the communication and experience exchange of after-sales personnel.

After-sales service year-end summary 5 Time flies. I have been in the company for half a year. As a network after-sales engineer, I briefly summarize my work in the past 20xx years as follows:

I. Work tasks

Mainly responsible for the after-sales debugging of H3C network equipment, communicate effectively and timely with users, put forward feasible debugging schemes, and solve user network failures.

Second, the main participating projects

New network debugging in infection department building of X hospital. This is the first time I have debugged the equipment alone, and I am particularly impressed. Although it is the first time to deal with the problem alone, I believe I can complete the task assigned by the leader.

Due to my inexperience, I had to take stupid measures to bring the equipment configuration I had debugged here for reference. I didn't understand a lot at that time, and finally I completed this task through my own slow thinking and searching for information.

In this debugging process, I mastered the basic process of equipment debugging and the wireless networking between wireless controller and Fitap, which laid the foundation for the later project debugging.

The network system construction of X Hotel is the first big project I debugged. At first, I was caught off guard and didn't know where to start. However, under the guidance of my colleagues and my debugging experience in other small projects, I gradually mastered the whole debugging scheme, and effectively communicated with customers to solve related problems in time.

It is the first time to participate in the debugging of integrated network, and I feel that the planning before implementation is particularly important. In this process, I am familiar with and mastered the debugging process of medium and large integrated networks.

The network system construction of Yu X Hospital is another big project that I participated in from beginning to end. Since I joined the work, I can say that I have been on a business trip in Yulin Suide No.1 Hospital every month. Although the journey is hard, I am very happy to learn new knowledge and accumulate experience in this project. This network debugging is very close to the previous network debugging in airport hotel, so it will be smoother than the last one.

In this debugging process, I made a plan in advance, had a master plan in my mind, and realized the importance and necessity of communicating with customers in advance.

Other projects involved include X and other network troubleshooting.

Three. Problems encountered and solutions

Technical aspects:

Problem description: debug a Huawei switch in group X. After configuration, its optical path cannot be connected with the original H3C switch.

Solution: the wireless handle is upgraded, and the signal becomes stronger after the upgrade, but the IOS system device still cannot work normally. Calling customer service did not solve it. Finally, try to configure DNS on the terminal device to solve the problem.

Non-technical aspects:

Problem description: When X is on a business trip for network debugging, the integrator does not cooperate with the debugging work;

Solution: Take different answers according to the customer's situation. If there are special instructions, report to H3C manufacturer.

Four. Suggestions and opinions

It is suggested to share the debugging process, results and configuration related documents of each project after sale (for example, stored in Baidu cloud disk), so as to facilitate other personnel to deal with customer emergency problems.

The development direction of verb (abbreviation of verb)

I graduated from network engineering. This job is my professional counterpart, I like it very much, and I can feel happiness in my daily work, so I plan to develop in this industry for a long time. Due to the limitations of the things we are exposed to, our technical ability is still very lacking. There are more IT technologies, such as storage, virtualization, servers, cloud computing and so on. These are all things that need to be learned in the future. Strengthen your communication skills and persuasiveness in future social interaction; And make more friends from all walks of life, and make them potential customers, and develop more valuable project resources for the company under the guidance of tough technical knowledge.

Finally, I wish all the leaders good health and smooth work!