Three essays on the work summary of property customer service in the first half of the year

When the work reaches a certain stage or comes to an end, we need to carefully analyze and study the work done in the previous period, affirm the achievements, find out the problems, and sum up the experiences and lessons, so as to better do the next work. The following are three sample essays on the work summary of property customer service in the first half of the year for your reference.

summary of the work of property customer service in the first half of the year

due to the transfer of the manager of the customer service department, I was assigned by the company leader to take charge of the overall work of the customer service department in the recent period. According to the focus of our company's customer service work and my years of experience in property customer service management, The work done in the first half of 2XX, especially during this period, and the work arrangements and ideas for the next step are summarized as follows:

1. Strengthening the construction of departmental system

1. Due to the change of departmental personnel, the division of work in this department is adjusted according to the actual situation, so as to strengthen management and improve work efficiency.

3. Strengthen the construction of employees' spiritual outlook, implement the daily morning meeting system, timely convey the spirit of relevant documents of the company, and implement the work.

4. Hold regular meetings of all staff in the customer service department, summarize the existing problems at this stage and make timely rectification, improve and improve the quality of employees in the department, improve work style and enhance service awareness.

5. Carry out targeted departmental training, organize the study of relevant laws and regulations such as Property Management Regulations and Property Law, so as to implement various systems.

6. Recruitment and training for new employees in Area B..

2. Charge management

1. Communicate with 52 households who demanded compensation from the property management company due to housing quality problems in the early stage. After many difficult negotiations and communication between the customer service department administrator, supervisor, manager and the general manager of the property, the group has approved and agreed that 35 households have been properly solved.

2. Pay off the property fees due in the first half of 2** for one month, with a collection rate of 92% and a collection amount of RMB * * * * *, excluding 17 households who refused to pay the property fees due to unsuccessful compensation in the previous period, and collect and report the property fees, heating fees and compensation amount. Details are attached.

3. The income from housekeeping in 2** years is planned to be * * million yuan, and by the end of July, the income from * * * is 7,41 yuan, which is far from the plan. The main reason is that the property management company is going to carry out some income-generating projects this year, such as distribution and picking up children for business households, but it has not been implemented in the first half of the year; Secondly, the number of cleaning staff is reduced by half, and the adjustment liquidity is relatively large, resulting in a relatively low completion rate of the plan. In the second half of the year, as the second phase of house delivery is also the opportunity to carry out domestic service, we will strive to generate 2, yuan.

4. The charges in the second half of the year are divided into three parts. One is to pay off 21 households that are overdue due to various reasons on June 3, 21; The second is to collect the property fees due at the end of July 215. In view of the characteristics that apartments are mostly renters, the payment is mainly made by telephone notification supplemented by written form; Third, follow up the 16 households who failed to reach an agreement on the previous claims, especially the 5 households who have been negotiating in the future, and strive to properly solve this remaining problem before the end of 2**. The collection rate of property fees will reach over 99%, and the collection rate of heating fees will reach 1%.

iii. service management

1. sort out the archives and materials of the previous property, standardize the file borrowing system, arrange special personnel for management, and implement the borrowing registration system.

① reorganize the basic information of customers; Focus on summarizing the distribution of No.4 and No.5 apartments into a plan, separating the owners from the leased tenants for easy reference and daily management;

② update the contact information of the owner and the outsourcing units;

(3) make statistics on the data of maintenance manufacturers, contact the real estate office to determine the acceptance date, and provide favorable basis for customer maintenance;

(4) make statistics on the use of the keys, induction cookers and access cards in the previous period, verify the remaining quantity, find out the reasons for the defects, and make preparations for the future work;

⑤ sort out the existing vacant keys and indoor facilities and equipment, arrange contact maintenance and indoor cleaning work, prepare for sales, and implement regular vacant inspection system.

2. Repair the quality problems of the customer's previous room, focusing on waterproofing, threshold stone, wall crack, water immersion maintenance, floor crack, water leakage of shower screen, water seepage in the bathroom, sloping floor tiles in the bathroom, replacement of indoor door lock, maintenance of entrance door, maintenance of washing basin and other issues.

3. Deal with the claim for compensation for the damage to the floor and wall caused by the water leakage of 4#87 caused by the broken faucet of the washing machine, and communicate with the owner and relevant responsible units for many times. In case of failure, write to the responsible unit to request a reply within a time limit. Now, a written commitment has been made to restore the floor to the owner at the end of July. The same problem is handled differently for different responsible units, such as 5#56. After the owner is damaged due to water leakage for the same reason, the property management company will meet the owner and the responsible unit for an interview, and the two sides will reach a maintenance intention, which means that the business owners have fulfilled their responsibilities and safeguarded the interests of the property management company from loss.

4. Strengthen walking management, standardize daily lobby posts and building patrol work, organize collective building patrol for many times, find problems and deal with them in time. The problems that have not been solved in the near future will be photographed and sorted out in writing, transferred to relevant departments for processing, and followed up by a return visit.

5. To manage the problem of raising dogs in the community, one is to issue a notice on strengthening the management of raising dogs in the community and publicize the report telephone number; Second, please cooperate with the Democratic Square Police Station to clean up and rectify the owners who violate the dog-raising regulations and issue a clean-up notice; Third, a special elevator is set up to inform and guide pet carriers to take the cargo elevator and give elevator instructions to avoid conflicts between people and dogs.

6. In view of some problems existing in the early management, we should emphasize and intensify the inspection of the secondary decoration of apartment owners. Once found, we should ask the owners to stop work and go through the relevant decoration procedures in the property management company according to relevant regulations before we can start work. At the same time, we should ask the safety management department to implement strict supervision and management after work and at night according to the company's regulations on decoration operators.

iv. preparation for work in area b

1. communicate with the sales center of real estate group, obtain detailed information and floor plan of all owners in area b, and make preparations for house delivery in advance to improve work efficiency.

2. Think and prepare the procedures and materials needed for the handover of the house in Area B, improve and perfect the procedures for the handover of the house in Area A, and avoid the same mistakes and mistakes. According to the data in Area A, refer to the Property Law and other laws and regulations to sort out and prepare the documents needed in Area B, and ask the Group for instructions before preparing for printing.

3. enter the construction site of area b to understand the progress, conduct preliminary inspection on the completed projects, and start preparations for the formal takeover, so as to prepare for the smooth handover of the house on October 1.

4. In the second half of the year, carry out the overall handover and occupation of Area B, arrange the maintenance work after handover, and make a return visit.

5. Archiving of handover and occupation information in Area B, and management of key storage and borrowing.

V. Cleaning management

1. After taking over the management department, in view of the existing problems, immediately make overall arrangements for the work situation

First, arrange the statistics of personnel division of labor, work scope, work standard, work schedule, work cycle and frequency, and internally select the reorganized cleaning class. At present, two probation monitor have been selected; The apartment implements double shift system, ensuring that the lobby of the apartment will be cleaned up before 8 o'clock in the morning, leaving the owners with clean and bright visual enjoyment.

the second is to improve and refine the working standards of apartments and commercial streets, and strengthen the cleaning quality; The third is to master the cost plan, analyze it on the basis of the original work, and put forward new ideas to save money and increase efficiency; Fourth, assist the warehouse manager to reasonably store and use the cleaning appliances and supplies, establish accounts, strictly register the warehousing and recipients, and sign the recipients, monitor and manager before leaving the warehouse, and control their reasonable use, and make an inventory at the end of the month to ensure that the accounts are consistent.

2. Daily cleaning management. First, conduct daily inspections on the current work of the cleaning class according to the assessment standards, and rectify the problems found; The second is to organize the squad leader to hold a work arrangement meeting to put forward new requirements for his work, so that the work is planned and summarized afterwards; The third is to hold regular meetings of all staff, make periodic summaries, implement new standards and requirements in the team and improve the team's mental outlook. After more than a month's adjustment, the cleaning work has obviously improved in terms of mental outlook and work quality standards, and has been affirmed and praised by company leaders many times.

3. Cleaning and land reclamation of shops and apartments in Area B.

to sum up, although I have made some achievements in the overall work of the customer service department during this period, due to time constraints, some work is still going on. My idea is to sort out and straighten out all the unfinished work in the previous period. The later work arrangement is mainly for the preparation of area B. At the same time, the existing rules and regulations of the company and the department are formulated and implemented, the work style of the department is improved, and on the basis of striving to complete the economic benefit index, the housing facilities and comprehensive service management of the community are improved step by step. Lead by example, mobilize the enthusiasm of employees, and complete all the work with good quality and quantity.

summary of the work of property customer service in the first half of the year

The first half of the year is about to pass, and I can't help feeling a lot when I look back on some things I did in the position of customer service in the first half of the year. Now the summary of the work in the first half of the year is as follows:

1. Daily reception work

Fill in the Reception Record of Customer Service Department on duty every day, record the complaints and service matters of the owners, coordinate the handling results, and give timely feedback and call back to the owners. The cumulative number has reached thousands.

II. Archives management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner's information, files of various departments, repair orders, work contact letters, release notes and other materials are thoroughly classified and sorted, so that the catalogue is clear and easy to retrieve. The household information of each building is boxed, and the files of various departments are managed in bags, which is completed on schedule and carefully. Realize standardized management, at the same time, formulate and improve the confidentiality system of information, regularly check the file situation, change or lack of timely improvement. In the first half of the year, * * * received 64 applications for various repairs, handled 42 release notes and 1 work contact letters.

third, the model room

the model room is a window for our external display and a platform for establishing corporate image. At the end of each month, I will make an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact. In the first half of the year, * * * received 7 groups of visiting groups, and the number of visitors was 187.

IV. Collection of various fees

In view of the fact that property management is a service industry with high investment, high cost and low return. Make sure the work continues to run normally.

we must do a good job in collecting various fees and ensure that they are collected in full and on time. In the first half of the year, * * * charged 79,212 yuan for property services.

private garden maintenance fee is 5386 yuan; The optical fiber usage fee is 2 yuan; Pre-stored water fee is 174 yuan; Cable TV installation fee 45 yuan; The gas installation fee is 33 yuan.

v. survey of opinions on home service

while completing their daily work, the staff of our department actively went into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in newly-built residential quarters in the century.

as of June 19th, 21, our department has visited 38 households through household survey of residential owners, and issued 38 property service opinions. According to the survey, the satisfaction rate of the owners of the residential area to the reception work of our department is 9%, the satisfaction rate of the telephone service is 75%, and the satisfaction rate of the return visit work is 8%.

VI. Experience and Gains

Over the past six months, through hard study and continuous accumulation, I have made great progress in my ideological understanding and working ability. I have already had working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After six months of training, I have greatly improved my organizational management ability, comprehensive analysis ability, coordination ability and verbal expression ability, which ensures the normal operation of all the work in this position. Actively improve their professional quality, strive for the initiative of work, have strong professionalism and sense of responsibility, and strive to improve work efficiency and quality.

VII. Work plan for the second half of the year

1. Strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency.

2. further strengthen the daily management of the customer service center, define the tasks, and be rigorous and orderly.

3. In combination with the actual situation, we should consider the details, closely follow the leaders' intentions, coordinate the internal and external relations, and solve problems for the leaders.

summary of the work of property customer service in the first half of the year 3

The first half of 2xx was the beginning of the official collection of property management fees and pool fees for each property community, during which major events such as the China Lunar New Year and the change of company leaders were experienced. The customer service work in the first half of xx mainly included the following points:

1. Collating the return visit information

After collating the return visit results, it can be found that the reception desk, The service effect of various business departments shall be handled and corrected in a timely manner. For example, no one followed up the rectification problem (confiscation of buildings) reported by the owners during the occupation period. After investigation and statistics, it was found that many owners reported this phenomenon. After being put forward at the regular meeting, the problem has been basically improved.

second, supervise and improve

supervise and urge customer service personnel to input and count all kinds of documents to improve their work performance. As for the improvement of decoration process, compared with the numerous decoration events in xx years, there were fewer decoration businesses in the first half of xx years. After listening to the suggestions of some owners, we also provided better and more convenient services for the owners. We shortened the decoration approval time from the original three days to the on-site approval of applications that meet the decoration management regulations.

iii. handling and return visit of complaints

from 2xx to 2xx, a total of 46 complaints were sent by the owner, of which 371 were handled and 35 were pending. Among them, there were 147 complaints in the first half of xx year. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to dock with the company's developers and other departments to be responsible for following up whether the complaints from the owners were handled, so as to avoid the owners' complaints again and the problem from expanding, which played a certain role in improving the satisfaction of the owners. There are 254 rectification orders, of which 248 have been processed, including 5 rectification orders in the first half of xx, with a return visit rate of 98%.

fourth, the late sporadic delivery, decoration workers.