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客服自我工作评价篇一
received customer complaints or complain of information recorded on the form down, such as company name, address, phone number, and the reasons; and promptly passed into the hands of table service personnel, who want to record signature confirmation, such as officeclerks, receptionist or clerk and so on.
2, service personnel after receiving information via telephone, fax orcustomer locations to communicate face to face, learn more about the contents of the complaint or complaints, problems such as computername, size, date of manufacture, batch number, when to use, problemsperformance status, using this brand ago using what brand, status,recent usage of such a system.
3, analysis of the issues of information, explanation and interpretation to the customer, and the customer communication and consultationprovisions.
4, will deal with the situation reported to the leadership, staff put forward their views on the treatment, after the approval of the application leadingto timely answer customers.
1、建立客户意见表(或投诉登记表)之类表格。
接到客户投诉或抱怨的信息，在表格上记录下来，如公司名称、地址、电话号码、以及原因等;并及时将表格传递到售后服务人员手中，记录的人要签名确认，如办公室文员，接待员或业务员等。
2、售后服务人员接到信息后即通过电话、传真或到客户所在地进行面对面的交流沟通，详细了解投诉或抱怨的内容，如问题电脑名称，规格，生产日期，生产批号，何时使用，问题表现状况，在使用此品牌前曾使用何种品牌，状况如何，最近使用状况如何等。
3、分析这些问题信息，并向客户说明及解释工作，规定与客户沟通协商。
4、将处理情况向领导汇报，服务人员提出自己的处理意见，申请领导批准后，要及时答复客户。
客服自我工作评价篇二
i was appointed to the position of distribution commissioner on 17th august 20xx for the entry into the project of oceano, 000,000,000,000,000,000,000,000.
during the work, i realized that i taobao professional knowledge and lack of knowledge of suppliers of products, showing the work of bold innovation is not enough and not fully considered. but the company leadership and colleagues with the help of my taobao, nine-yang products have in-depth understanding. at the same time i will spend more time to study hard new knowledge, and strive to improve the professional quality and theoretical level.
since entering the company, i am mainly responsible for business, after-sales and falsifying.
about the business. i am no stranger to the business, has five years of sales experience, and has four years of physical store management experience. so after the arrival of ○ ○ ○ ○ ○ ○ ○, a wealth of experience allows me to communicate with the dealer when the handy. and can well complete their sales tasks. of course, thanks to the leadership of the company, for many difficult issues to support and help.
completed sales of 490w in september, 95% of sales tasks completed in october sales of 529w, to complete sales of 115% of the task.
on aftermarket. for sale i did not come into contact with before, but in the two months of continuous learning, and finally have a breakthrough in the development of the warehouse in the nine-product residual machine, damaged machine after-sales problems. in particular, wuhan warehouse, residual machine, the number of damaged machines reached 109 not be secondary sales, resulting in inventory backlog. i contact the city's ○○ customer service director, through their recommendation, contact our warehouse where the city's authorized service outlets, and reached an agreement for us to repair these pre-sale machine. the first batch of damage machine has been in the repair, and follow-up after-sales problems, but also to develop a process.
for the knowledge and personal qualities and ability i are constantly learning. once identified things, i must in the shortest possible time to resolve and into their own growing valuable part of the experience.
r & d on the goods. falsifying is responsible for several of the work i feel most difficult. in the work of three months, a total of 17 complaints received falsifying goods. i want to find the falsifying dealer and the flow of goods, to make a reasonable explanation, to appeal. but august-october division i sweep code equipment is not perfect, for the flow of goods from the check. for manufacturers, our goods channeled to the line or cross-line, it shows that we do not control our dealers efforts. if there is not enough evidence to explain the flow of our goods, manufacturers will be in accordance with the network channel order to give the appropriate punishment. this allows me to verify the process of falsifying pressure is very large. but in the face of pressure, difficulties i have no negative, but positive to find a solution to the problem, in their own efforts and colleagues with the help of each falsifying complaints, are able to successfully appeal. beijing is our largest customer of a city, beijing warehouse scrambling is essential, but fortunately, october 25, beijing warehouse has been able to sweep the code, i believe that the processing of falsifying will be more efficient and convenient.
i have the courage to face the difficulties of courage, and to calmly, positive and optimistic attitude towards the difficulties, can learn a lot of valuable experience.
through three months of work, personal experience a lot. here i feel the learning, open, harmonious, innovative and harmonious working atmosphere, unity and progressive corporate culture. i have a wealth of work experience, and continue to improve their overall quality of brave to face
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the determination of various difficulties. i also lack in many aspects, the character is more impatient, the sales model on the taobao cognitive is not comprehensive, for the operation of taobao shop is not enough understanding, i will work in the future to improve their ability to , continuous learning, enrich their own minds, and strive to become the company needs talent for the huaqiang dianlian contributions to all my strength. so i hope the leadership can give me more responsibility. to prove their value.
客服自我工作评价篇三
1. bachelor degree or above, economic management, marketing, engineering and automotive-related professional category.
2. familiar car 4s store sales clerk understood car sales service and after-sales processes and management; familiar with the operation and management of forms in the automotive industry.
. 35-year luxury car 4s shop, general manager or relevant work experience, there have been during the preparations for 4s storeopening experience preferred;
4. greater overall management, strategic decision-making capacity,sales planning capabilities.
5.6 above level of english, have good english reading and writing skills,be able to communicate directly with foreign manufacturers who;
6. cheerful, sensitive, pragmatic, dedicated; has a good learning ability, communication skills; good interpersonal skills and teamwork.
7. the above level of a driver's license c.
1.本科以上学历，经济管理，市场营销，工程和汽车相关的专业类。
2.熟悉汽车4s店销售的理解汽车销售服务业务员流程和售后和管理;熟悉操作和管理在汽车工业中的形式。
3.5年的高档汽车4s店，总经理或相关工作经验，有过筹备期间4s店开业经验者优先;
4.具有较强的综合管理，战略决策能力，销售策划能力。
5.6以上的英语水平，具有良好的英语阅读和写作能力，能够直接与国外厂商进行沟通谁;
6.开朗，敏感，务实，敬业;具有良好的学习能力，沟通能力;有良好的人际交往能力和团队合作。
7.上面的一驾照c中的水平。
客服自我工作评价篇四
character cheerful, humble and stable and dynamic, others sincere enthusiasm. have a strong organizational skills, practical hands-on ability, team spirit and the ability to communicate from top to bottom. have a high level of technical and on-site management experience. can be hard-working, adapt to a variety of environments and into one.
be able to work efficiently, do things rigorous, self-responsible; have a sense of responsibility, keep its promise; good at learning have a strong ability to adapt to the new technology has a high enthusiasm, willing to accept new challenges with team spirit and collective sense of honor;things have a certain degree of innovation.
familiar with the customer service system management process, has a wealth of experience in communication with customers, and mastered a lot of communication skills; strong sense of responsibility, with excellent customer service awareness and high customer service skills and training experience; good at handling vicious complaints, familiar with the foreign exchange write-off knowledge and operational procedures; skilled and well-grasp the use of c, delphi, sql, skilled use of windows and various office software, strong writing skills and good communication skills and teamwork skills, initiative and initiative and responsibility, usually likes to expand their knowledge of self-study.
with a strong entrepreneurial spirit, professionalism and good communication and expression skills, master customer sales and relationship maintenance skills! company development, i will have to develop the mentality to treat the work.
a: after-sales personnel should have the conditions
after-sales service work is a comprehensive skill requires a very high work, by the requirements of the after-sales service personnel is also very high, must meet the following conditions:
1. have at least five years of experience in the field of work, preferably in technical work or sales. have several years of experience, know the current market situation, understand customer needs, and understand some business operations and service channels.
2, more personal accomplishment, have a high level of knowledge, such as bachelor degree or above, familiar with the product knowledge, and have used to sell products, machinery, equipment, equipment knowledge.
3, good personal communication skills, verbal ability, good manners, know when and where to face what the situation suitable for the language, know how to deal with a certain relationship, or dealing with experience, with a certain personality power , the first impression can give customers trust.
4, the mind is flexible, on-site contingency capability, to the scene to use the site conditions to solve the problem immediately.
5, the appearance of clean and generous, decent demeanor, corporate ambassador and product spokesperson's demeanor, not necessarily to look beautiful, but at least worthy of the audience, do not appear on a crooked nose twisted oblique oblique clothes, beard stare eye, detrimental to the corporate image.
6, good working attitude, enthusiasm, proactive, in time for customer service, do not care about personal gains and losses, there is dedication.
second, the process of handling customer complaints and complaints procedures:
1, the establishment of customer opinion (or complaint registration form) and the like form.
such as company name, address, phone number, and the reasons; and timely delivery of the form to the hands of service personnel, records of people to sign to confirm, such as office clerks, office workers, receptionist or clerk.
2, after-sales service staff received information by telephone, fax or to the customer location for face to face communication, a detailed understanding of complaints or complaints, such as the problem computer name, specifications, production date, production lot number, when used,performance status, the brand used before the use of this brand, the status of the recent use of the situation and so on.
3, analysis of these issues information, and explain to customers and explain the work, provide communication and consultation with customers.
4, will report to the leadership to deal with the situation, the service staff put forward their own views, apply for leadership approval, to promptly reply to customers.
5, the customer confirmed the treatment plan, signed a deal with the agreement.
6, the agreement back to the relevant departments of enterprises to implement, for compensation oil, and notify the canguan shipments, for a small gift, notify the market management staff issued.
7, tracking the implementation of the results, until the customer is satisfied with the answer so far.
third, deal with customer complaints and complaints:
1, to confirm the problem
carefully and patiently listen to the complainant to speak, and listen to the record, the other statements in the process to determine the cause of the problem, to seize the key factors.
as far as possible to understand the complaint or complain about the whole process of the problem occurs, do not hear, use a tactful tone for detailed inquiry, careful not to use offensive words, such as "please elaborate once" or "please wait, i do not clear……"
repeat what you know about the problem to the customer and allow the customer to confirm it.
after understanding the problem to ask the views of customers, such as how they think it is appropriate to deal with, what are your requirements and so on.
2, analysis of the problem
in their own grasp of the situation, the scene not to conclusions, to the next judge, do not light commitment.
the best problem with the peer service staff to discuss, or report to the corporate leadership, the common analysis of the problem.
the extent of the problem, to what extent?
what is the level of your problem? is it necessary to get to know more about other places, such as listening to the agent statement, should be to specific users, such as repair shop there to find out.
