How to improve the service consciousness of property customer service

First, establish a sense of full service.

As far as property management is concerned, to improve the quality of service, we must first have a sense of service. In other words, you must be able to think of it before you can do it; Only when you are conscious can you act. This is simple to say, but it is not easy for every property manager to do it. Internally, let the superiors serve the subordinates, let the employees face the owners in a good state, and provide quality services for the owners. Externally, it is necessary to constantly strengthen employees to "take the owner's business as their own business", so that the owner and the property management company can become a family, so that every owner can truly feel that the property management company is serving them.

The essence of property management is service. "Management" is the management of specific things, while the "management" of people, that is, owners (customers), is service. Since it is a service, we must have a sense of service, which requires property management practitioners to establish a strong sense of service. It is necessary to clarify the characteristics and requirements of the industry you are engaged in ideologically and cognitively. That is: to provide customers with the best service and the greatest convenience; Think more about customers and do better; Create enterprise and its own value with our service and efficiency; Create perfection by heart. This is not only the quality policy and service tenet of property management enterprises, but also the basic quality that property management practitioners should have.

With a sense of service, we must constantly sum up experience in order to improve the quality of service. Summing up experience can not only strengthen the relationship between enterprises and owners, but also provide extremely important information for property management enterprises to improve service quality. Property management personnel should make full use of this information, sum up experience and further improve service quality. Mainly to do the following, first of all, to find out the root causes of mistakes in property management. Service failures usually indicate that there are serious defects in the service system, and managers should try their best to find out the root causes of the failures and solve the problems existing in the service system, rather than correcting specific failures on the basis of facts. Secondly, improve the service process inspection. Systematically record and analyze all kinds of service errors, so that managers can find the shortcomings in service quality inspection and take necessary measures to improve service quality inspection. For service work with frequent errors, managers should strengthen service quality inspection and formulate a service error recording system. Property management enterprises should adopt high-tech achievements, establish a management information system by computer, and record the problems complained by owners. Service personnel can directly obtain relevant information, such as the service quality problems experienced by the complainant before, so as to better provide after-care services. Managers can study specific improvement measures according to the types and frequency of service quality problems, so as to improve the quality of property management services in the whole community.

Second, introduce intelligent management.

With the popularization of network system and the improvement of human living standard, people's requirements for living, office and business environment have also increased accordingly. Intelligent living environment has also become the choice of modern people, and the traditional property management model is out of date. Intelligent property management can improve service efficiency, save manpower and reduce the operating cost of property management, which is a great challenge to traditional property management enterprises.

Because residents want to enjoy a simple and convenient home environment, facilities such as "three meters" (that is, water, electricity, automatic meter reading, calculation and charging system), "all-in-one card" (computer magnetic card can be used as access card and charging card) and computer network system that are convenient for residents to access, surf the Internet and pay fees are well received by users.

Therefore, property management enterprises should make full use of automation facilities, increase the scientific and technological content of intelligent property management, and more effectively implement all aspects of management services, such as providing more comprehensive, fast and reliable services in security and anti-theft, using visual intercom control, emergency alarm, electronic patrol system, border defense, disaster prevention alarm and so on. In terms of property services, the use of electronic meter reading, automatic parking lot management, automatic public lighting, electronic announcements and advertisements, background music and voice broadcasting, automatic monitoring of public facilities and automatic document management systems can make property management more systematic, thoughtful and convenient. In the aspect of property management network information, the information provided by management services will be expanded from regional boundaries to non-regional boundaries by means of increasing internet access speed, special e-mail, obtaining video information at any time, comprehensive wiring or cable TV network transformation, and more services and entertainment will be provided than before.

Third, cultivate a high-quality service team.

The management team is very important to the level and service quality of the property management company. If any enterprise wants to participate in market competition, it must be able to provide quality products for the market. The products provided by property management enterprises for the market are services, and talents are the key for property management enterprises to provide quality services. Therefore, strengthening personnel training is the basis for property management enterprises to provide quality services. Therefore, we should not only introduce some high-level management talents with relevant knowledge and experience, but also attach importance to the cultivation of young employees in enterprises and improve the quality of their own employees through training and entrusted training. With the improvement of staff quality, management means and management level, the service quality will also be improved accordingly.

Cultivating a high-quality property management service team is mainly strengthened from three aspects: first, security guards should absorb a large number of demobilized veterans, and their good professionalism and team consciousness make the enterprise full of vitality; Second, service personnel with hotel management experience. Their standardized service and good professional ethics ensure the standardized and institutionalized operation of the enterprise. Third, leaders, leaders with broad vision and certain experience, are necessary for a team. Their rich experience and knowledge make the company have strong ability to deal with difficulties and solve problems.

As a sunrise industry, property management has developed into an independent emerging industry. The diversification of housing property rights and the increasing number of individuals buying houses make property management more and more important. As an integral part of the service field, property management urgently needs to further improve the service quality. Property management has great development space in China, but the market competition will be more intense. Whoever wants to show his talents in this space must put service first. In addition to tangible service facilities, intangible services are also very important. The intangible service ultimately depends on the specific behavior of high-quality property management team.

The competition of property management enterprises is the competition of enterprise brand and culture. In property management bidding, when multiple property management companies compete, owners will have more choices. Therefore, employees' service consciousness should be strengthened, so that property management personnel can offer warm and thoughtful service to every owner within the scope of duties and non-duties, so as to reflect their noble service quality and rich corporate culture, carry forward the service tenet of "service with heart and owner first" and create an emotional corporate image. Only in this way can property management enterprises be in an invincible position in the fierce competition.

If you are satisfied, please accept it. Thank you.