Monthly personal work summary of property customer service

Monthly personal work summary of property customer service

Summary is a summary of study and work life or its completion in a specific period of time, including achievements, existing problems and experiences gained It is a written material that reviews and analyzes lessons learned. It can guide us in the next stage of study and work life, so it is very necessary to write a summary. So what should we pay attention to in the summary? The following is a monthly personal work summary of property customer service that I collected for everyone. I hope it will be helpful to everyone.

In June, with the strong support of the company leaders and the unity and cooperation of various departments, our customer service department carefully studied the basic knowledge and job responsibilities of property management with the hard work of department employees. , warmly received the owners, actively completed all the tasks assigned by the leaders, handled the procedures in a timely manner, and provided considerate services. Business services such as repair reports, complaints, and return visits did their best to urge them to be handled properly, and successfully completed various goals and plans set at the beginning of XX.

As of ***, xx, xx, 19th, 312 households have completed the house handover procedures. 171 households have gone through secondary renovation procedures, 126 households have had second renovation house inspections, and 106 households have had their deposits refunded for secondary renovations. 218 households registered for parking spaces. The following is the completion and analysis of important tasks:

1. Daily reception work

Fill in the "Customer Service Department Duty Reception Record" every day to record the owners' calls, complaints and service matters. We also coordinate the processing results, provide timely feedback, and call back to the owners. The total number has reached thousands.

2. Information release work

This year, our department has issued various written notices to customers more than 20 times. A total of 968 notifications were sent using

3. Handling complaints about missing projects by owners

Before August 18, 20xx, *** issued 86 contact sheets for missing project maintenance work, and the development company’s engineering department received maintenance completion receipts 28 copies, with a completion rate of 32. After August 18, *** submitted 40 customer complaint information daily reports and 204 complaint handling forms. The development company's engineering department received 88 repair completion receipts, and the owner's complaint repair repair rate was 43%. Our department received 78 return visits, with a return visit rate of 89% and a satisfaction rate of engineering maintenance of 70%.

4. Treatment of basement water leakage accidents

On August 4, 20xx, a basement water leakage accident caused property losses to 43 owners. Under the command of the company leader, our customer service department immediately contacted the owner and took inventory of the damaged items for him. Afterwards, he actively participated in negotiations with the owner and issued replacement items and trade-in compensation.

5. Survey on home service opinions

While completing their daily work, the staff of our department actively visited the homes of community owners to collect opinions from various customers on the property management process. Opinions and suggestions to continuously improve the service quality and service level of Century Xinzhu Community Property Management.

As of December 19, 20xx, our department conducted a home survey on the owners of the community, visited 38 households, and issued 38 property service opinion forms. The survey found that the satisfaction rate of community owners for our department's reception work reached 90%, the satisfaction rate for receiving telephone repair reports reached 75%, and the satisfaction rate for return visits reached 80%.

6. Establishing and improving owner files

312 owner files have been completed and updated, and the electronic files of owners have been continuously supplemented and organized.

7. Assisting government departments in completing the work

Assisting the Sanhe Street Police Station in conducting a census of the owners living in the park.

Processed internal household registration change certificates for 10 owners for household registration transfer procedures.

8. Training and learning work

Under the personal on-site guidance of Manager Yang of the property company, our department has established the most basic image of customer service personnel and the most basic aspects of property management. concepts, communication skills of property personnel, and all aspects of property management work, combined with comprehensive knowledge of relevant laws and regulations, a more systematic training and study was conducted.

The department employees were guided from a team with insufficient ideological understanding and no passion for work into a team full of longing for the company and full of hope for industry development and their own growth; the department employees were led by a team with mastery of property management knowledge. Blank training to form a team with certain property management knowledge. The shortcomings, problems discovered and difficulties encountered in the work are summarized as follows:

1. Since our department has not received professional property management training, we still need to systematically learn the knowledge about property and standardize our services. and communication skills should also be further strengthened.

2. The owner’s follow-up and feedback on various missed projects are not timely enough;

3. The timing, methods and methods for collecting various property fees are not perfect; One account was urged to pay, and one account was not paid. There were 49 households with insufficient prepayment of water and electricity bills and 7 households with unpaid bills.

4. Customer service work is highly stressful, and employees’ physical fitness and self-psychological adjustment abilities need to be continuously improved.

5. The content of customer service work is trivial and complicated, and there is an urgent need for scientific and formal work processes to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

6. The construction of spiritual civilization in the community, such as carrying out various forms of publicity and organizing cultural and entertainment activities for owners, has not yet been organized and carried out. The direction of future work and work assumptions:

On the basis of doing a good job in charging and daily work, our department will continue to strengthen the training and guidance of employees, further clarify various responsibility systems, and strengthen department work discipline and Service standards and complete all tasks in a timely manner in accordance with goals, budgets and work plans.

1. Further refine and clarify the work scope and content of department employees;

2. Strengthen training to ensure that department employees are qualified for corresponding positions and continuously improve service quality;

3. Strengthen departmental work discipline management to achieve rigorous work and strict discipline;

4. Strengthen follow-up of all information and work status to ensure that all information is smooth and accurate.

5. Through the department’s daily work arrangements and psychological debugging skills learning, create an atmosphere of “exercise at work and grow through exercise” so that department employees feel “nervous but not stressed” "It's too big" and the sense of accomplishment of being valued.

6. Actively learn scientific and formal work process specifications, and rationally use advanced management software to improve work efficiency.

7. Do a good job in building spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and entertainment activities for owners. At the same time, we actively carry out and provide various paid services.

To sum up, in 20xx, with the full support of the company’s leaders, the vigorous cooperation of various departments and the joint efforts of department employees, our department’s work achieved certain results, but It has not fully met the company's requirements and is still far away from advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the property company manager, we will follow the policies and regulations on property management of the country, Shandong Province, and Linyi Municipal Government. And the "Temporary Management Regulations" of Century Xinzhu Community provide owners with standardized, fast and effective services, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for owners, and improve the service quality of the property. ;