Customer service foreman's debriefing report

# Report # Introduction The debriefing report is an important link to state and summarize one's own work, and it plays a very important role in the follow-up work adjustment and study. The following is the debriefing report of customer service foreman competition, welcome to read!

A debriefing report of a customer service foreman

Year after year, everything is renewed. In a blink of an eye, Haimen Zhongnan Property Co., Ltd. has crossed 2XX years in a hurry and nervously in the new course. Looking back on its work experience for more than 9 months, it has gained a lot. Since it entered the company in March of 2XX, with the leadership and care of leaders at all levels of the company and the active assistance of colleagues, it has been complete with its own serious and responsible work attitude. Now I will report my work in 2XX as follows:

1. I officially joined Haimen Zhongnan Property Management Co., Ltd. in March of 2XX as the foreman of customer service. At the beginning of my employment, under the leadership of the customer service supervisor, I completed the following work:

1. In view of the lack of professional knowledge of customer service personnel, I strengthened on-site training in strict accordance with the annual training plan of customer service department, and practiced through real cases. Through theory and practice, customer service personnel can have a deeper understanding of the importance of professional knowledge. In May, when the customer service department arranged personnel to participate in the training and assessment of customer service professional skills organized by Nantong Head Office, they won the second place in the company.

2. sort out the charging progress of the existing management fees, make statistics on the number of uncollected households, area, amount and reasons, and make a collection management fee plan. In view of the low charging rate and the unwillingness of the owners to pay the management fee, the customer service department makes a collection plan for the assistants of each building to come to the door on time and call according to their respective regions. In May and June, the management fee was collected according to the collection plan, and the reasons why the owners were unwilling to pay the management fee were counted. According to all kinds of problems raised by the owners, the root causes of the problems were found out and dealt with, which has achieved good results. In May, the management fee was 197,19 yuan, and in June, it was 71,49 yuan. In July, reminders were sent to the owners who had not paid the management fee for more than one year, and reminders were sent to the owners who had not received the house in the delivered area, and 246 reminders were sent. By the end of the month, 3 households had paid the property management fee of 44,138 yuan

3. The property repossession activities in June 1.7 and August 1.6 of 2XX were completed, and more than 6 households were occupied. In view of the problems left over during the handover period, actively communicate with the real estate project and the construction unit to follow up, and complete the treatment of the problems left over in time, so as to avoid the owner's complaints and satisfaction decline caused by the problems left over from the construction to a great extent.

4. sort out the customer service ledger. in view of the confusion of the existing ledger and the blank phenomenon of some ledgers, establish a sound departmental ledger from April, rectify the authenticity and accuracy of ERP data entry, strengthen the training of ERP entry personnel, and enter the normalization of ERP entry.

5. Due to the large management area of the community, it takes a lot of time to make some signs uniformly. The customer service department has formulated and posted temporary signs to rest the existing inconsistent signs and improve all kinds of signs.

6. According to the requirements of Exquisite Tower, formulate and implement the promotion plan of customer service department on elegant demeanor, service and home, and organize a warm May Mother's Day activity to deepen the relationship between the property and the owner through community activities, so that the owner can understand and understand the property in a deeper level. The Mid-Autumn Festival community activities held in September cultivated that the owner's home is the warmest harbor, and the community is the inner identity of the home. It has won unanimous praise from the owners and requested to hold more such activities in the future.

Second, Zhongnan Century Jincheng was grandly opened in September, 2XX. Under the consideration of the company's leaders, I was transferred to Century Jincheng as the customer service supervisor in October, 2XX, during which I completed the following work:

1. In view of the certain differences between the sales hall and the community, employees are not clear about the new working environment and tasks, while doing a good job of mobilizing employees, Formulating and implementing the service standards of the clubhouse and the detailed work flow of each department, specifically implementing the arranged work to the relevant responsible persons, requiring that it can be completed on the same day, finding out the reasons and making plans if it cannot be completed, and completing it within the prescribed time limit, so as to change the bad work habits of laziness, slowness and slowness, which plays a vital role in improving service awareness and effectively carrying out the work.

2. The model room was officially opened to the public in October, during which the comprehensive land reclamation work of the model room and the meticulous sanitation and cleaning of the sales center were completed.

3. according to the acceptance criteria, complete the acceptance of the sales center, model room and supporting facilities, and require rectification of the existing problems and follow up the results, and re-examine the missing projects after maintenance.

4. According to the working requirements of the venue, the staff etiquette and professional skills training should be strengthened for the staff of the Southern Club. The service quality should be improved by using glasses and coffee cups, placing aromatherapy in the service area, using uniform tool boxes for cleaning staff, standardizing traffic instructions, and providing tea inquiry and tea renewal services and some small details by customer service, which reflects the highlights of property services.

5. Cooperate with the promotion and opening of real estate sales, focus on the use of sales centers, model houses, owners' reception, environmental cleaning and other property services, and successfully complete the opening of building 2-8 in Century Jincheng, the charm of Jincheng, the friendship of owners in Huacai chapter and other activities.

Looking back on the work in the past 2XX years, many aspects are worth sharing and affirming, and there are also great shortcomings in the work:

1. There is a slight lack of theoretical knowledge in the property service work, and the theoretical knowledge of other departments other than the customer service department is not well mastered and applied, so it is necessary to strengthen learning and make positive progress in order to further improve the level of property management and improve their comprehensive quality.

2. The quality of management needs to be improved, and the study of management knowledge theory and the accumulation of practical experience need to be strengthened.

3. Although the daily work standard is up to standard, there is a certain gap with the service concept of fine beauty, so we need to work hard in the detailed part of service work.

In order to better develop strengths and avoid weaknesses, overcome the shortcomings in previous work and establish a good service reputation in the new year, the 2XX Southern Club will devote itself to strengthening standardized management, coordination and communication, and implementation. To improve the efficiency of management services, create a harmonious living environment, and cooperate with marketing work as the center.

report on the competition for the post of customer service foreman

In the twilight, the rain changed in a cloudy year, and the Ryutsuki in Changgou went silent, and the time passed like a flash. It has been more than two years since I came to the customer service department of xx Garden. For xx Property Customer Service Department, 211 can be said to be a year of continuous development and striving for high-quality service. While constantly improving and perfecting all the work, we are welcoming new forces to join our team, and it is our unremitting pursuit to build a solid and courageous team spirit. In this process, the work of the customer service department has received the care and strong support of the company leaders, and various work systems have been continuously improved and implemented. The concept of "customer first, honesty, and hard work" has been deeply rooted in the hearts of the managers and integrated into the daily work life of every customer service staff. The new year is approaching. Looking back on the work in the past year, there are gains and losses. The personal debriefing report for the past year is as follows:

1. Deepen the understanding of the company's various rules and regulations and the post responsibility system of customer service assistants.

on the basis of various rules and regulations preliminarily improved in 219, in 21, according to the guiding spirit of "laying the foundation in one year, upgrading in two years, and creating excellence in three years" put forward by the leaders, we constantly studied and mastered the relevant laws and regulations on property management, service charging standards, and became familiar with the basic situation of community owners, facilities and equipment. In 211, we devoted ourselves to improving the sense of teamwork and cooperation wholeheartedly, and made continuous progress towards the goal of service excellence under the leadership of the company, and gained extensive support, understanding and positive praise from the owners.

second, deeply understand and master the basic situation of the overall project of the park, integrate theory with practice, and actively participate in learning and training.

since the handover began in July 29, the first phase of the whole project of the park has completed 23 buildings, with 1,158 households and 6 units. The second phase of the project has been completed with _ _ buildings, * * * houses and * * _ _ units. On the whole, the building has been taken over and _ _ households have been checked in, among which * * * _ _ households have the conditions to check in, and _ _ households have not gone through the check-in procedures. There are * * * households with idle houses, including _ _ households with vacant houses, 1 households with model rooms, 5 households with project payment, and 2 households borrowed from the office of the construction unit. Those who have the conditions to check in have not checked in.

consciously accept the training and assessment of the quality department, master the basic operating procedures of the customer service department, cultivate a high sense of responsibility and professionalism in the study and work, strive to work carefully, actively contact the construction unit for the maintenance of the owner's home, and pay a return visit to the owner in time.

Third, implement the duties of customer service assistant, and timely complete the service to customers and other tasks assigned by leaders.

1. Complete the inspection and record of vacant houses once a month, and find 154 cases of equipment and facilities and hidden dangers, correct violations and regulations on decoration management, and issue 58 rectification notices when the situation in the area of responsibility is inspected daily, including decoration garbage piling, sanitation in the area of responsibility, occupation of public space by the owner, unauthorized modification of equipment and facilities by the owner, sundries piling up in air-conditioning seats and hanging advertising banners.

2. Be responsible for following up the maintenance and treatment of waterproofing in the park, checking and recording the water leakage on site, and notifying the construction unit to repair and treat all kinds of water seepage and water leakage, including 83 households, of which the maintenance has caused losses and demanded recovery and compensation from customers, which have been reported to the department manager for proper handling step by step.

3. Contact the construction unit at any time to handle the civil plumbing repair report in the responsible area, and the handling rate is over 98%. The rest is caused by hidden dangers kept by the owner in the decoration process, and the owner has done a good job in communication, explanation and handling.

4. Be responsible for handling the problems of guardrail and guardrail glass in the park and following up the maintenance results. We have contacted the construction party for many times and failed to repair them. Up to now, there are still _ _ households with related problems that have not been properly handled.

5. In order to improve innovative and high-quality services and bring more comfortable and warm living environment to the owners, we actively carried out the collection of property service fees in Area B in 211-212 (the default deduction of property fees caused by delayed delivery of the property is in the settlement period, not counting), and _ _ households have expired in B5, and _ _ households have been urged to collect them, and _ _ households have expired in B2, and have been paid. Among them, the unpaid owners need to continue to make reminders to explain the unfurnished vacant houses in other places, and some owners have objections to the problems left over from the previous project maintenance. At this stage, the focus of work needs to be more focused on following up the maintenance and handling the problems left over from the construction, so as to achieve the satisfaction of the owners and ensure the smooth collection of property service fees.

fourth, bring forth the old and bring forth the new, and constantly improve their own literacy and service quality.

the owner's satisfaction is the ultimate goal of property services, and it is necessary to hone and shape one's own personality and improve one's psychological quality at work. For me, who is inexperienced in social work, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help, care and tolerance of my leaders and colleagues, especially under the careful guidance of Manager Ding, I dare to challenge and my personality has further settled down.

I realized the importance of details in my work and life. Details are often overlooked because they are "small", which often makes people feel cumbersome and too busy to take care of them. Therefore, we should always keep in mind the "service refinement, generating returns and benefits from details" emphasized by the leaders.

22 is a year of continuous exploration and self-pursuit. In the new year of 212, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects:

1. Continue to study the basic regulations of property management and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and tabular data, and be familiar with the analysis of relevant property management cases.

3. further improve self-character, improve work patience, pay more attention to details, strengthen work responsibility and cultivate work enthusiasm.

4. communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities, and keep up with the company's progress.

I don't think about whether I can succeed. Since I have chosen far and convenient, I only care about hardships and hardships. No matter whether there will be cold wind and rain behind us, since the goal is the horizon, what can only be left to the world is the back. Set out, you will reach your ideal and destination, work hard, you will achieve brilliant success, and you will reap what you sow. Pursuit, you will taste an upright life. Cheer yourself up, under the leadership of the company's leaders, and make more brilliant achievements in the new year.

debriefer:

Report on the competition of customer service foreman

Hello, leaders and colleagues!

My name is xxX, and I joined xx Property Company on November 25th, 2xx. I worked as an order maintainer in Hua Ting District of XX Mountain, and then I became a customer service receptionist after competition. On July 27th, 2xx, with the training of leaders, I once again succeeded in taking up my present position as customer service supervisor through competitive recruitment. Now that the three-month probation period has expired, I hereby apply for confirmation.

Looking back at every process of working in the company, I have had both bitterness and sweetness. At every step of my progress, I have been warmly helped by the company leaders and colleagues, and I have been forgiven and supported by most owners. If there are some merits in my work in the past few months, it is not because of my personal ability, but because we have a United team and a group of enthusiastic and dedicated colleagues. Now I summarize my work since I became the customer service supervisor, and calmly review my work gains and losses during this period in order to sum up experience and learn lessons.

when I first joined the company, as a grass-roots manager, I deeply realized the important responsibility of the customer service supervisor. In order to live up to the expectations of my leaders, I consciously learn the knowledge of property management, and keep consistent with the company ideologically, so as to achieve "ideological understanding and work in place" and adapt to the work of this position in a short time. During my three months as a customer service supervisor, I mainly assisted the community manager to do a good job in all the work of the department, improved the overall service awareness of customer service staff, and helped the community manager to handle the complaints from the owners, which improved the effectiveness of the work to a certain extent, including: changing the working style of the receptionist and requiring the owner to stand all the time when receiving; Assist the community manager to formulate the charging plan and implement it; Collecting, sorting and filing all kinds of data; Put forward reasonable suggestions for the management of the district manager; Received complaints from owners and handled nearly 1 complaints independently; Coordinate with various departments, etc. In all kinds of work, charging and receiving owners are the aspects that I am responsible for the most and I am good at.

1. Charging work: assist the community manager to formulate and implement the detailed charging plan, and summarize all kinds of problems by telephone call back before the centralized charging period (for example, hello, this is the property management department of xx Shanshui Hua Ting, do you have any comments on our service) and make reasonable explanations and handling. For the problems left over from the construction, report them to the real estate after-sales maintenance department in time.