As someone who works for a government document website, I understand the importance of providing excellent customer service. In today's globalized world, being able to communicate effectively in English is essential. This article will focus on evaluating one's own English language skills in the context of providing telephone customer service.
第1篇
familiar with customer service system management processes, with rich experience in communication and customer communication, and learned a lot of communication skills; strong sense of responsibility, with excellent customer service and high sense of customer service skills and training experience; good at handling complaints malignant,good at finding work problems and propose solutions; more familiar with foreign exchange verification knowledge and operational processes; master the use of skilled and well-c, delphi, sql, etc. skilled use windows and office software, and strong writing skills document writing ability cheerful and lively, good communication skills and teamwork, active aggressive sense of responsibility, self likes to expand knowledge.
熟悉客服体系的管理流程，拥有丰富的与客户交流沟通的经验，并掌握了许多交流技巧;责任心强，具有优秀的客户服务意识和较高的客户服务技巧及培训经验;善于处理恶性投诉，善于发现工作中的问题并提出相应解决方案;熟悉较多外汇核销知识及操作流程;熟练并良好掌握运用c,delphi,sql等，熟练使用windows和各种办公软件，较强的文字功底和文档撰写能力性格开朗活泼，良好的沟通能力和团队协作能力，积极主动有进取心责任心，平时喜欢自学拓展知识。
第2篇
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.
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.
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.
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.
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.
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