600-word personal work experience in customer service (1) Time flies, and I have been in the company for xx years unconsciously, and the busy time of these years has ended. Looking back on my past work, I found that I really gained a lot. As the company's sales customer service, I also know my responsibilities. Sales can be divided into pre-sales and after-sales, and after-sales are equally important. 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, and also affects sales performance.
My job involves talking about after-sales xxx and dealing with various after-sales handover problems. I have learned a lot in this year, and accumulated some skills in xx reply and telephone communication, which can be effectively completed for many jobs. /kloc-the handover data processed in October was the highest in our group, and the handover data processed in the month of Double Eleven reached more than xx. Usually, I can do my job dutifully, which can be regarded as disappointing the expectations of the company leaders. In order to better complete my work and create more benefits for the company, I will share my work experience.
First of all, create a good image of the store.
When customers enter the store, the first person they contact is the customer service. Every word and deed of customer service represents the image of the company, and customer service is the first factor for customers to evaluate this store. As after-sales customer service, we should treat it in the spirit of solving problems for customers, don't bring our emotions to work, tolerate unreasonable customers, and don't conflict with customers. We should treat our customers as friends, not as objects of work. As a customer service in an online shop, we communicate with customers in xx words most of the time, and customers can't see our expressions when facing the computer. When communicating with customers, we must keep a good attitude, use polite words and vivid sentences, and it is best to match them with some dynamic and humorous pictures, which may bring customers another experience.
Second, learn to empathize.
After the customer contacts the sale, it may be because the received goods are not suitable, the goods have quality problems and other factors that need to be returned. When dealing with problems for customers, we should think about how to better solve problems for customers, or take care of ourselves. What kind of treatment results we hope to get when we encounter similar situations with customers, and then implement them effectively. After-sales work is also a good platform to exercise our psychological quality. I meet all kinds of customers every day, many of whom are unreasonable. When dealing with customers, we should hold a normal heart and answer their questions seriously. When customers don't understand, we need more patience to serve. We should listen to customers' opinions patiently, make customers feel that we attach great importance to her opinions, and we are trying to meet her requirements, so that customers can have a good shopping experience and bring more potential business opportunities.
Three, familiar with the company's products and product-related knowledge.
As a clothing enterprise, the company's products are updated very quickly. As a customer service company, being familiar with your own products is the most basic requirement. When customers ask about products, we can also reply in time. The understanding of products can not be limited to the products themselves, we all need to know the relevant collocation of products. The company has regular new training almost every week, and I am also keen on this training. Through the introduction of physical products and web products, the new training gives us a deeper understanding of the products, and we can also be familiar with the advantages and disadvantages of our products when dealing with after-sales, so as to better solve problems for customers.
Fourth, finish your job effectively.
Xx is one of our communication tools with customers. Pay attention to the speed of reply when communicating with customers on xx. Only by replying in time can customers feel our enthusiasm for the first time. To this end, we have set up various short phrases. On the basis of ensuring the speed of reply, we should also pay attention to communication skills. A warm attitude is often half the battle. It is also one of our responsibilities to handle customer returns by telephone, and we should also pay attention to the most basic telephone etiquette in telephone contact. Usually, what we deal with is to take the initiative to contact customers. When you make a phone call, you should pay attention not to be too early or too late, and lunch break is not suitable for calling customers. Secondly, pay attention to telephone communication skills. Before you make a phone call, you should understand the purpose of the call. During the call, speak clearly, pay attention to the customer's requirements, and don't interrupt the customer at will. At the same time, we should pay attention to controlling the call duration to avoid taking up too much working time. When you make a phone call, you must be friendly, gentle and polite, which is conducive to communication between the two sides. At the end of the call, you should reply to the customer politely and then hang up.
We should treat some customers' problems in a professional manner. On the basis of maintaining professional standards, we should also let customers see our sincere attitude. If you can't solve the problem with your own professional product knowledge, you should understand the customer's psychology from the customer's reply and find ways to solve the customer's problems quickly to minimize the after-sales cost. If handled properly, the company's reputation will be improved over time, which is also the embodiment of our after-sales value.
The company is also more strict with its employees. In this atmosphere, I will try to learn more knowledge and improve my data, so as to become an excellent employee and create more benefits for the company. In the new year, we also hope that the company can provide more training opportunities, let us better understand the company's various work processes, and then bring more benefits to the company.
Personal experience of customer service 600 words (2) The window for customer service staff to communicate with the company on behalf of users. As a customer service staff, don't put yourself on the opposite side of the user at work. Apologize more to customers, which is not to belittle the company's image, but to show the image of the company's integrity. Everything should be considered from the user's point of view, not from the opposite of the user, otherwise the problem will never be solved.
In the process of dealing with the problem, customers certainly hope to solve the problem in time. If you can't solve the problem in time, you should give the user a deadline commitment. If there is a problem during this period, you should contact and communicate with the customer in time to satisfy the customer.
If service work is a hard job, let's devote ourselves to this kind of "hardship" to exercise ourselves. One day, you will find that it makes us tougher, more tolerant, richer and better. In fact, these are all my experiences at work, and I may just have touched the skin of customer service. There are more things in the customer service industry that I need to explore and learn, hoping to better serve customers in my future work!
In a blink of an eye, I have been working in the customer service department for a year. In this year, I have a new understanding and experience of customer service.
Before entering the customer service work, I always thought that the customer service work was very simple, that is, sitting at the front desk to answer the phone and solve the after-sales problem. In this year's continuous study, I deeply realized that customer service is a job of communication between people.
Customer service personnel represent the window for users to communicate with the company. As a customer service staff, don't put yourself on the opposite side of the user at work. Apologize more to customers, which is not to belittle the company's image, but to show the image of the company's integrity. Everything should be considered from the user's point of view, not from the opposite of the user, otherwise the problem will never be solved.
In the process of dealing with the problem, customers certainly hope to solve the problem in time. If you can't solve the problem in time, you should give the user a deadline commitment. If there is a problem during this period, you should contact and communicate with the customer in time to satisfy the customer.
If service is a hard job, let's devote ourselves to this kind of hard work to exercise ourselves. One day, you will find that it makes us stronger, more tolerant, richer and more beautiful.
In fact, these are all my experiences at work, and I may just have touched the skin of customer service. There are more things in the customer service industry that I need to explore and learn, hoping to better serve customers in my future work!
Customer service personal work experience 600 words (3) For a customer service representative, doing customer service work feels like a person who has learned to eat Chili peppers. There is only one word that feels the deepest in the whole process: spicy. If one day you get used to this smell and stop choking on it, you will be an experienced old employee. I am a front-line employee, so I know the taste better. As a monitor, I have been exploring in my work as a monitor for nearly X years, trying to find another flavor, which can dissolve and melt the "spicy" flavor produced by the front desk users, that is, the operator's emotional management. After all, most people need to manage, control and adjust their emotions.
Before every new employee goes online, I will tell them that an excellent customer service representative is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality on the basis of the following two points. First of all, being honest with users, treating users as relatives or friends, and sincerely providing users with practical and effective suggestions and help is one of the prerequisites for happy work. Then, when consulting users, we should listen carefully to their problems rather than pay attention to their attitudes, so as to keep calm, analyze and guide them carefully, put out users' emotional anger and avoid users complaining more because of service attitude problems.
In addition, in general traffic management, I have been looking for a balance between humanized management and institutionalized management. In order to prevent employees from being punished for violating rules and regulations, thus affecting service attitude, a more effective method is to communicate with employees before punishment. The way is to put yourself in the other's shoes and feel that you grew up with mistakes. As long as a person bravely faces and bears the consequences of his mistakes with a certain breadth of mind and boldness of vision, there will be no difficulty. As the saying goes, it is good to know your mistakes and correct them. Therefore, there is no need to suppress and escape for a long time for the mistakes you have made. Focusing on work and life is the most rational choice, and it is also a lubricant to handle the relationship with employees. Only in this way can we eliminate the gap with the front desk, create a relaxed atmosphere, stabilize employees' mood and maintain a good service attitude.
Of course, while constantly implementing our above experience and ideas and achieving certain results, we are more like a screw in this hub position, cooperating effectively with the front desk, background, team leader, quality inspection and department manager of our department, and communicating and communicating more harmoniously with other groups or departments, so as to carry out traffic management in an orderly manner. In the process of doing my best to do my job well, I will be particularly impressed by the word team 2. I was once moved by such a story:
When the flood was fierce, people gathered on the dam stared at the fierce waves. Suddenly someone exclaimed; "Look, what's that?" A head-like black spot floated along the waves, and everyone was preparing to approach the rescue. "That's an ant ball." An old man said; "Ant this thing, very spiritual. One year when there was a flood, I saw an ant ball the size of a basketball. When the flood came, the ants quickly huddled and drifted with the waves. Some ants in the outer layer of the ant ball will be driven into the water by the waves. But as long as the ant ball can land, or can touch a big drift, the ant will be saved. " Before long, the ant ball fell to the ground, and the ant colony, like a soldier on a landing craft, opened layer by layer and rushed to the embankment quickly and orderly. There is a large group of ants left in the water on the shore. That's the hero victim in the inner layer of the ant ball. They can't climb ashore anymore, but their bodies are still hugging each other. So calm, so tragic-so, I began to work hard for this: a cohesive team should be like an "ant ball", which can quickly curl up together when it is in danger, generating amazing strength and finally getting out of danger. With the mutual help and sincere unity of all the staff in our call center, we are not afraid of unreasonable entanglement of users, nor will we be surprised by the eccentricity of complainants. Wow, many users have been harassed.
Fortunately, our call center itself is a passionate and energetic team, and everyone in it actively participates in the construction of this team with the support of the power of "sailing against the current, not advancing or retreating". With the tacit cooperation with another monitor, learn from each other's strengths, check for gaps, and have the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one, seek effective solutions, tide over the difficulties and carry on the traffic management work day by day. As we all know, public telephone service has always been the focus of user disputes and complaints. There is a monthly complaint rate of users of public telephones and cards in call centers for business reasons, and a large part of the work pressure of the squad leader comes from this. Therefore, when dealing with such complaints, we are always treading on thin ice and being cautious, for fear that it will go beyond the level of complaints because of poor handling. Moreover, every time you encounter a complaint that is difficult to decide or has great influence, you always need the help and guidance of the superior leader, which greatly reduces the work pressure of the monitor. It is a sense of practicality that "the sky is falling and someone is carrying it together". In my memory, there were several such complaints, but all of them were near misses, which eventually became an experience to forge our ability and enrich our customer service career.
Looking back at the working process since this period and the overall state of the public speaking group in detail, although great changes have been made with the joint efforts of everyone, there are still many shortcomings and defects waiting for us to plan and improve. First of all, there is still a big gap between service quality and service awareness. Whether it is successful or not, we will continue to explore and try, such as doing large-scale training on service awareness and emotional management to stimulate the enthusiasm of the front desk. Or in order to improve the phonetic affinity, with the advocacy and encouragement of the company's trade unions, we should conduct phonetic art training and call on the whole call center to participate in poetry recitation competitions. In the process of cultivating voice charm, the carrier of telephone communication is more vivid, thus producing a group of better customer service representatives. Then, in terms of work discipline and employees' dynamic thinking, further strengthen management. Because the public telephone group is the largest group in the call center, the future work has a long way to go.
Therefore, in the future work, no matter what changes take place, I dare not relax at all. I will do my work more seriously, try to overcome the weaknesses of personality and age, push aside obstacles and resistance, abandon "self" and go into battle easily. I believe that no matter how polished the years are, I will change, but my personality of pursuing perfection and never giving up will never change.
My belief is that it is never too old to learn and to be confident all my life. Perhaps, only by supporting yourself with a learning attitude can we be more energetic, creative and calm in the future customer service industry.
Personal experience of customer service 600 words (4) Five years ago, I became an ordinary employee of xx Bank with a perfect vision for my future life and infinite yearning for my work. From that day on, in the ordinary work ushered in day after day and year after year, I not only have a passion for work, but also have a heart for perfection, and have made unremitting and tenacious efforts to improve my professional skills and service level. Treat every business with a pragmatic and meticulous attitude, receive every customer with a natural and open-minded, kind and tolerant attitude, and work with leading colleagues to contribute to the development of xx Bank with a gesture of unity, mutual assistance and humility. From it, I realized the charm of service, the principle of "customer-centered", the warmth and strength of the group, and got unanimous praise from leading colleagues and customers, and the work summary of bank employees.
I am glad that I can have such a good working environment and working conditions, and at the same time, I have set my work goals with high standards and strict requirements: I am strict with myself, constantly strive to improve my professional skills, constantly expand my business scope, provide services to every customer kindly and quickly, and become an all-rounder with solid basic skills, comprehensive business knowledge and calm service standards. The practice in recent years has also made me really understand the real connection between service and being served. I know that only by diligently practicing skills and practicing business knowledge can we master the rules of service skills, improve the ability to analyze and deal with problems, and constantly improve the service and service level, so as to realize the "accurate, efficient and fast" service concept, enhance customer satisfaction and loyalty, win the trust of customers and win more and better business in the fierce market competition.
First of all, smiling is the beginning of politeness and quality service.
Smile is a sign of self-confidence, a silent language and a friendly message. She is the most abundant, infectious and conquering expression in people's communication. The counter is the window of the bank, the mental outlook of the counter staff represents the level and image of the bank, the smile is the window of the staff's mind, and it is an effective display form of professional manners. Only with a heartfelt smile can we communicate with customers in the most sincere and effective way.
Compared with young and beautiful colleagues, I have no innate advantages, but I believe that "each other is born from the heart." Only a heartfelt smile is the most attractive, and I can pass on a sincere heart to customers. I can warm customers' hearts with my sincere smile that is enough to win the trust of every customer, so as to win the trust of customers. I know that customers are valuable resources of banks, and only customers can exist. Service is the foundation of bank operation, the source of bank benefits, and the soul and life of the bank. Therefore, no matter how stressful and tired you are at work, or how busy your family is late at night, you can't put on an unhappy look, because this will make customers feel that he is an unwelcome person, which will cause customers' doubts and dissatisfaction and will inevitably shut many customers out.
A customer came to our banking business several times and told us that he had business in many banks all over the country. Compared with the employees of xx Bank, he has the best impression. My sincere and natural smile made him feel kind and felt at home in xx Bank. Although his unit has moved to a place close to other banks at the moment, he is still willing to go to our bank to handle business and become a loyal customer of our bank. In fact, in my daily work, I have to deal with customers' eyes anytime and anywhere, just like dealing with examiners every day. How many achievements I have made means how many impression points the examiner can give me, which means that he will decide how to treat me. The attitude of customers towards me is actually a mirror of my own words and deeds. I can't criticize the mirror, but reflect more on myself in the mirror, where is not enough. However, it is difficult for all customers to be satisfied with their performance, but I understand that in addition to dressing neatly every day, using polite language and making full preparations before work, smiling is an invincible weapon. Keeping a good attitude and forming the habit of smiling is not only my smile, but also our customers' smile, so that even customers who come to xx Bank for business for the first time can feel cordial and bring joy to others.
Second, skills are the basis for improving service level.
As the old saying goes, "If a worker wants to do a good job, he must sharpen his tools first". Front-line employees in bank outlets can't provide customers with perfect and fast services and do their jobs well without excellent business skills and skilled operation skills. Before I joined xx Bank, I was not an employee, nor did I engage in any kind of work. Banking is a brand-new sky for me, so I attach great importance to strengthening the study and improvement of business skills, knowing that skills are the basis for improving service level. Only by mastering skilled business skills can I be handy at work and better provide convenient, fast and accurate services to customers. In order to improve work efficiency and win the trust of customers.
It is difficult to have enough time to practice skills within eight hours of work, so I take time off to practice at noon, at night and on rest days, and adhere to the principle of "make up for what is missing". In the past, because typing speed was not fast enough and accuracy was not high enough, I had to practice for ten or twenty minutes every day. I firmly believe that one day "iron bars can be ground into needles". There is no shortcut to counting money. Only by accurately doing every tiny standardized movement and repeating mechanical training countless times can the speed and accuracy be improved. I know that only by grasping at all times, being strict with myself, forming the habit of long-term study, and adhering to the spirit of not being afraid of hardship, fatigue and complexity can we practice our skills well. Only by practicing basic skills can we improve the speed of handling business.
Third, knowledge is a powerful guarantee for improving service skills.
People are often used to understanding service as attitude, that is, a good attitude equals a good service. Actually, the service is more profound. Service providers must have good professional knowledge, law-abiding awareness, thoughtful, accurate, fast and efficient service skills, and knowledge is a powerful guarantee to improve service skills.
Good professional knowledge comes from usual study and daily practice. I attach great importance to combining what I have learned with practical work, learning at work, improving at work and realizing it at work. Adhering to the principle of "erudition, interrogation, careful thinking, clear debate and perseverance", we should listen more, learn more, do more and think more in our work. Listen to teachers and leaders; Learn the operation skills of the master when dealing with business; Be extremely cautious in doing business, pay attention to error-prone links and details, consult the master immediately when encountering difficulties and problems, and solve them for customers in time, so that practice makes perfect; Immediately after finishing the business, think about why you want to do it, and if there is a better way, so that you can do it seriously and do it better and better. Improve the theoretical level in study and accumulate practical experience in practice. With the enterprising spirit of innovation, change and learning, do what we do, love what we do, drill what we do and refine what we do. Our bank is located in the furniture market, and furniture owners are used to settling transactions in cash, so they can't understand the unfairness of large cash, which is contrary to the relevant regulations of the People's Bank of China on strengthening the management of large cash.
So, I used my knowledge to introduce them to local payment in time, and payment in different places can be paid by cashier's check, which is convenient and fast. At the same time, try to open a company settlement account and handle related settlement transactions. The work of banks is changing from time to time. Every day, new things appear and new scenes occur, which requires us to keep up with the situation, strive to change ourselves, better plan our goals, learn new knowledge, master new skills, adapt to changing work goals, improve service quality and meet customer needs. The needs of customers are both pressure and motivation for me. I took part in the study of professional upgrading in my spare time, successfully obtained the accounting undergraduate degree of X, enriched and armed myself with knowledge, and provided a strong guarantee for the improvement of service skills.
Personal customer service work experience 600 words (5) During this time, I felt deeply about my work. I really feel that I have made progress in customer service. With a lot of growth and improvement, I have a deeper understanding of this job. It's not a day or two since I did this job. I can still see that I didn't do well. I can deeply understand this point. Some things need to be put in the right place. In this process, I think we should be more serious. No matter what we do, we should think carefully. I don't think everything is simple. I prefer this job. It is very important to have fun at work. There is no doubt about it. Whatever you do, you must carry it out seriously. I think I can handle these things better when we do customer service work. No matter what we do, I should continue to give full play to my abilities in all aspects.
I can clearly know my own shortcomings, and now I feel that I have made a lot of progress. Some things should be more enlightening to yourself. I am also satisfied with myself in all aspects. Some details should be arranged by me. Now I also know what direction I should go as a customer service. I will further adjust my status. At this point, I am very concerned about my various abilities. Some things should be active, no matter what kind of mentality we use, we must face it directly. In the future work, I will try to perfect the good details. I believe there are some things that should be seriously considered. I also learned a lot in the past. I don't think everything should go in this direction. I must have enough confidence in myself. I am also very concerned about this. There are some things that I have to meet enough conditions.
Being a customer service makes me very fulfilling. I should take the initiative to do something well. I will meet all kinds of customers in my daily work. This requires patience. I have confidence in myself, too. At this point, I absolutely need to correct my mentality. I still have to make full preparations at work these days, and some details still need to be clear. I also saw some shortcomings in my work during this period. During this time, I pay more attention to these things and have more and more confidence in my work. I am very grateful for my study during this period, and I will definitely continue to do better. I should have a good attitude towards some things. As a customer service staff, I think I can do these details well, keep a good attitude and strive to improve my work in the first stage. I will try my best to do my own thing.