Annual personal work summary of property customer service 1500 words in five articles.

Work summary is an important link to do all the work well. Through it, we can fully and systematically understand the past work and correctly understand the advantages and disadvantages of the past work. I am here to bring you an annual personal work summary of property customer service with 1500 words. I hope you like it!

Annual Work Summary of Property Customer Service 1

After _ _ property was formally established, I took over the work of customer service foreman in _ _ property customer service department, and was responsible for the management of customer service group, cleaning group and maintenance group. It lasted for 7 months, from groping to familiarity, learning by doing. In every step of my progress, I have been warmly helped by company leaders and colleagues, and I have also been supported and recognized by most residents. In these seven months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties and served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist, and keep a log of handover work.

The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.

4. Monthly statistics of home phone calls and visits. 2385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 26 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses.

Our _ _ _ owner always carries a ladder on one shoulder and rides a bike on the other. From one house to another, he always smiled warmly and explained and publicized the maintenance knowledge seriously. _ _ Master "violated the rules" again and again to cooperate with the owner to buy materials (we generally require the owner to prepare materials by himself), riding a battery car to the building materials market to find supporting materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared part of the maintenance work and ran on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation of verb) Maintenance of daily facilities Establish a maintenance inspection system.

Maintain the daily facilities and equipment in the public * * * area, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and timely report to the school for preparation on issues such as convenient drying in public areas of residential areas.

Sixth, standardize the cleaning service process to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight. Unity and cooperation in propaganda and cultural work

Adhere to * * *, carry out criticism and self-criticism, build a harmonious, civilized, United and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable and unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.

Nine, owner satisfaction is the ultimate goal of property management services.

After seven months of work, I am familiar with the workflow of grass-roots management, and I can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Whether it is for property leaders, colleagues or residents, honesty itself is a kind of respect. Only by being honest with others can we get real understanding and support. "A gentleman pays for his pains, and heaven rewards his diligence". Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.

These seven months' work has also exposed its own problems and defects, such as weak equipment management and lack of communication with the upper level, which need to be improved and studied in the future work. At the same time, I also hope that I can have the opportunity to study in mature communities, master better skills, improve my professional level, and have more horizontal contact with my peers.

The new year is coming, and I am determined to put more time and enthusiasm into my post, complete all the work assigned by my superiors and live up to their expectations. I hope everyone in our team will cherish the harmonious atmosphere together, create more surprises and transcendence, give full play to the team spirit, and take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, so that our property can sneak into the hearts of residents and work hard and struggle in the footsteps of the new year! "

Annual work summary of property customer service II

As an ordinary property customer service specialist, my job responsibilities are mainly to be familiar with and master the laws, regulations and policies of property management, constantly improve and update my knowledge structure, and keep up with the development direction of property management with the times; The second is to use the theoretical knowledge learned to guide their practical work and try their best to deal with and coordinate the relationship between enterprises and owners; Do every job dutifully, always maintain a good mental state, adhere to the concept of service first and management second, win the trust of the owners and maintain the good image of the company. As a member of the company, this is what I have to do.

First of all, in the work, I summed up a set of work experience.

1 First of all, do a good job in the ideological work of "cooling down" for the complainant or disputant.

2. Analyze and investigate the cause of the problem.

3. If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;

4. Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.

5, complaints, dispute handling return visit, can let our work be affirmed by the owner, can also shrink our relationship with the owner, convenient for future property management.

Secondly, on this basis, nine steps to realize zero defect in work are established.

1, clear requirements: the owner is not always right, but always the most important; Fully meet the needs of customers and take this as the starting point and destination of work.

2. Prevention first: make full preparations to meet the requirements and actively prevent possible problems.

3. Do it right once: do it right for the first time in execution, and don't treat the working process as a testing ground.

4. Responsibility in place: decompose and implement the service quality objectives to all departments, posts and individuals, and implement them step by step as planned.

5. Intensive training: instilling ideas, imparting knowledge and training skills.

6. Strict inspection: personal self-inspection, supervisor/manager supervision and administrative center inspection; And analyze the results to clarify the problems, causes and responsibilities.

7. Circulating return visit: regularly and timely correct the problems existing in the service (especially the complaints of the owner) and formulate corresponding preventive measures.

8. Integrated organization: On the basis of linear organizational structure, focusing on customer satisfaction, improve the "first responsible person" system, speed up information exchange, and highlight the idea of total quality management.

9. Standardized operation: further improve the operation specifications.

Third, the implementation of "zero defect in property" will further improve the service quality, enhance the brand image of the company and consolidate the property market.

Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so in the new year, I think I can increase customer satisfaction through my good service and well-planned customer return visits. And the company is also developing towards the goal of "zero complaints and no complaints" with high-quality products and services.

Customer satisfaction is the most important criterion to measure a company's service quality. Through the personal investigation of customer satisfaction, we can find that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

As a member of the company, I will abide by my duties, constantly improve myself, study hard in my daily work, learn from each other's strong points and earnestly complete the work arranged by the leaders.

Annual work summary of property customer service 3

Time flies, and I have been working in the _ _ service center for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Being an excellent customer service staff has a long way to go, and the road ahead must be very long.

In retrospect, just as I applied for the company's customer service position at the job fair yesterday, but now I have changed from an ignorant student to an employee with job responsibilities, and my understanding of customer service has changed from unfamiliar to familiar.

Many people don't know about customer service, and think it's simple, monotonous or even boring. In fact, it's just answering the phone, taking notes and surfing the Internet when nothing happens. Actually, it's not. To be a qualified and competent customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work. Of course, I didn't realize this at first.

First of all, the following is my main work in the past year.

1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into the owner.

2, accept all aspects of information, including the owner, decoration units, real estate companies, construction units and other information, at the same time make records, notify the relevant departments and personnel for processing, and track this process, after the completion of a return visit.

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

Second, in the process of completing the above work, I learned a lot and grew a lot.

The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face and challenge when I encounter difficulties, and my personality has further settled down.

I remember when _ _ _ and _ _ _ handed over the house, the time was tight, there were few people, and the related work was more complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to do all the preparatory work comprehensively and carefully before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. But when I saw _ _ coming from afar, facing customers with a calm and sweet smile and skillful reception skills, I felt a wave of ripples in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers?

Through the company leaders' summary of our work that day, I deeply realized the true meaning of professionalism and smiling service.

The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well.

The so-called smile service means that when you face customers, whether you are happy or not, whether you are upset or not, you should put your work first, put customers first and always smile, because you represent not only your personal image, but also the image of the company.

In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host.

Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Etiquette such as reception etiquette and telephone etiquette has also been gradually improved.

1, I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In my work and life, I deeply realized that the details should not be ignored and sloppy; Whether it is to refine every line and punctuation of the company's documents, or the service emphasized by the leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

I have developed my talents in my work and study. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of the park on Christmas and New Year's Day, which was just completed two days ago, is the first scheme I made myself. When the plan was approved by the supervisor, my heart was filled with the joy of success and enthusiasm for work. As for the layout of the publicity column in the canteen, as well as the park identification system and the layout scheme in the Spring Festival park, I will treat it seriously and responsibly and try my best to do it well one by one.

Third, in the next work, I will try to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects.

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

2. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

3. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

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

Fortunately, I can join this lovely and excellent team as soon as I graduate from school. The cultural concept and working atmosphere here have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work!

Annual work summary of property customer service 4

The busy year is coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

"One-on-one butler service" was launched in March 1993. No matter what problems you encounter in your daily work, you can do it without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

1, do a good job in etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

2, do a good job in professional knowledge training, improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with the "Regulations on Property Management in Urban Residential Areas", "Measures for the Management of Residential Properties in Industrial Parks" and "Measures for the Management of Interior Decoration of Residential Buildings" and other laws and regulations, we learn relevant legal knowledge, solve problems encountered in practice from a legal perspective, and clearly realize that property management is not always guaranteed, nor is it that property management companies are responsible for everything after paying property management fees. The company also took some classic cases for discussion. We need to constantly learn and accumulate experience in our work.

_ _ will be a brand-new year. With the continuous improvement of our service quality and the increase of residential owners, the property will move towards a higher and stronger goal, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for our _ _ property company Yiting Service Center! Our work plan for _ _ year is:

1. Track the situation reflected by the owner in the satisfaction survey in _ _ _ _ year, so as to improve the occupancy rate in _ _ _ _ year.

2, continue to standardize the work process, earnestly implement the responsibilities of each position.

3. Implement the Service Specification for Customer Ambassadors, Terms and Conditions of Service Specification for Delivery Reception Personnel, gfd, speaking etiquette, sending off guests, answering and behavior etiquette, and improve the quality and service level of employees.

4, fully cooperate with all departments to do a good job of housing delivery.

5, do a good job of decoration inspection, reasonable arrangement of relevant personnel inspection, timely detection, timely treatment. .

Annual work summary of property customer service 5

Looking back on my work in the past six months, with the support and help of the company leaders and colleagues, I have been strict with myself and completed my work well according to the company's requirements. Through the study and work in the past six months, the working style has made a new breakthrough and changed greatly. The work in the past six months is summarized as follows:

First, the daily work of the customer service department

Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals.

There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.

1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.

2. Straighten out the relationship and create a departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.

3. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.

4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. Second, the ability of resource integration and promotion is strong, which can promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Limit their unreasonable expectations and improve customer satisfaction.

Second, strengthen self-study and improve professional level.

Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Three. Existing problems and future efforts

Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.

In the second half of the year, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

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