Annual Work Summary of Property Customer Service Manager

Summary refers to the written material that summarizes the experience or situation in a certain stage of work, study or thought, which can improve our ability to find problems. It is better to act immediately and write a summary. So how do we write a summary? The following are four pieces of "Annual Work Summary of Property Customer Service Manager" that I compiled for you, hoping to help you.

Annual work summary, property customer service manager, with 1. Nowadays, social competition is very fierce. It's really not easy to find a good company job! I am really grateful to the people who helped me and the company leaders for giving me a good development platform and giving me such a good learning opportunity!

I started to work in Wuxi Quntai Property Customer Service Department on June 27th, and my main tasks are: receiving customers, handling related business, collecting and remitting fees, feeding back customer information and managing customer files. When I first entered the company, I had a little knowledge of the property, and it was not a trivial matter to apply it in practice. At first, because everything has not officially started, I just learned some theoretical knowledge from books. Later, I signed a contract for the tower and served our biggest owner, Bainaohui Shopping Mall. It can be said that there is now a general concept of property.

Being a customer service is to maintain every customer. In my opinion, the customer service department is the heart of the company, and the quality and professional knowledge level of the customer service specialist directly affect the actions and interests of the whole company. As a customer service specialist, the first thing you should have is the stability of service consciousness and mentality. Customer service is to serve every customer with your heart and make yourself satisfied. If you don't put the customer's needs first, then he is not a qualified customer service specialist. Therefore, as a customer service specialist, I want to put the quality of service in the first place and firmly believe that I can't do it. Only when I can't think of it, will the stage have how big my heart is! Simple things, repetitive things, repetitive things, happy things, happy things, do it every day!

If you want to do your job well and become a professional customer service specialist, it is not enough to have a strong sense of service and mentality and communication, but also to have a sense of responsibility, a sense of responsibility, and more consideration for customers, so as to do better and live a more fulfilling and meaningful life!

Learning is endless, don't be satisfied with the status quo, keep making progress and learning, and success will always belong to those who are prepared! I hope to continue to work hard in the company, keep learning and improve myself, because now it is a highly competitive society! Learn more while you are still young. Nowadays, with the rapid development of the world, the speed of knowledge updating is accelerating. If people want to adapt to the changing world, they must live and study hard and have a lifelong learning attitude. In order to better develop the company's business, the following are my own thoughts and experiences on how to do a good job in customer service:

1, affirm yourself.

The most important part of customer service is customer service personnel. Customer service personnel should accept themselves, affirm themselves and like themselves. If you don't even like yourself, but expect the business owner to like you, it's really hard for the business owner. Feng Liangnu, the king of Hong Kong sales, put it well: "The secret weapon of a salesman's success is to like himself with the greatest love."

2. Develop good habits.

Some people are used to calling customers at least 10 times a day to understand their needs, while others can't call them three times a day. Some people set the time for getting off work at 9 pm, while others want to go home at 5: 30. Some people arrange tomorrow's schedule every night, while others never know what to do this morning ... People unconsciously create or hinder themselves while forming habits. This is the power of habit. Everyone is a slave to habit, and a good habit will benefit you for life. If you are a customer service worker, ask yourself what "success habits" you have.

3. Have a job.

Collect more information about new customers every day. As a customer service department, we should give priority to active service and make a good service plan. Before serving customers, we should know what customers need, the form of service, the degree of acceptance and so on. , and provide targeted services.

4. Have professional knowledge.

Customer service personnel should have business and related knowledge. For example, a series of customer inquiries such as "the rental fee around our tower", "Is the service we provide perfect" and "How much is the property fee of the tower" can't provide complete or immediate answers, such as "I'll check it again", "I'll ask the manager to explain this to you" and "I'm not sure about this", which is definitely not the attitude of professional workers. So your value will be discounted immediately. At this stage, our customer service staff should try their best to make every customer feel the trust in us. We always believe that nothing is impossible, only unexpected ideas!

5. Establish a customer base.

While establishing a good relationship with old customers, don't forget the customer's recommendation.

6. perseverance.

After a short failure, I learned how to change and promote my progress. Continuous progress, continuous improvement, starting from scratch again and again, will have the final good results. A business master put it well: "An effort is a fortune. If you don't get it, you won't come."

7. Absorb the advantages of others for your own use.

Everyone's strengths are different. Usually, people only appreciate their own advantages and ignore the advantages of others. The quickest way to become a strong person is to learn from the strong; Similarly, if you want to be strong, learning the advantages of others is also the fastest way.

8. Establish a good personal image.

What's your first impression of work? A person with a neat appearance is easy to win the trust and goodwill of others. Psychologists have done a very influential experiment, and arranged for two people to cross the road when there was no red light and no car, namely, people in straight clothes and people covered in oil. As a result, there are obviously many followers wearing straight clothes, but few or no followers wearing work clothes. Therefore, "clothes make the man" is true.

Annual Work Summary, Chapter 2 of Property Customer Service Manager With the approaching of the mythical "Year", we bid farewell to the arduous 20xx year and ushered in a promising 20xx year. Thanks to the trust of the company leaders, I was promoted to the supervisor of customer service center at the beginning of last year. Looking back and thinking about the main work in the past year, I hope to refine my experience and make persistent efforts.

As the supervisor of the property customer service center, my work mainly includes: sorting and filing the information of each post, checking the water and electricity procurement, and supplementing relevant data in time, assisting Shengji Company to complete the data supplement, reminding the relevant expenses, reporting the monthly statistics and abnormal sales of water and electricity, inspecting and supervising the reception of the front desk post, carrying out the specified tasks and objectives, assisting colleagues to handle the complicated water and electricity sales business, and coordinating with the owner.

Over the past year, I have earnestly performed my duties, implemented various laws and policies on property management, implemented the relevant rules and regulations of the company, and done a good job in daily reception:

First of all, unite colleagues, be helpful, and better maintain good interpersonal relationships with colleagues in the company.

I always feel that if I don't get along well with my colleagues, let alone the owners. As a foreman, I set an example, be strict with myself and set an example. Together with all the clerks, unite as one, and make our due core role for the smooth development of our front desk reception work and the satisfaction of the owners.

Secondly, do a good job in training new employees in time.

The number of front desk clerks has always been small, especially at the end of last year and the beginning of this year. With the continuous departure of @ @, it has brought certain influence to the work connection of our department. After supplementing the staff in time, through my hands-on demonstration and patient and meticulous explanation, they initially met the post requirements in the shortest time. Under our efficient and orderly organization, we can properly handle various services according to our priorities.

In addition, organize the collection of related expenses in time.

According to the division of tasks, I am mainly responsible for the collection of housing and facade property fees. Supervise the property manager to prepay the property fee for the street facade in the first half of the first month of each quarter.

In addition, the relevant data are statistically sorted out in time.

Strictly implement trace management, that is, completely get rid of the abnormal and unrecorded situations in the past. All abnormal situations are recorded in writing and signed by the owner. The consistency of work is well maintained. Timely sort out and file the minutes of the meeting of complaints and suggestions from the owners of unit door maintenance.

Furthermore, improve the property management fee system in time.

Fill in the garage miscellaneous room data of all communities.

In addition, you can complete other important tasks assigned by the company with good quality and quantity.

Owner satisfaction survey, cleaning all public facilities in the garage.

Over the past year, although I have made some achievements in all my work, I know I also have many shortcomings. For example, when dealing with complex problems, the ability to analyze and solve problems needs to be improved. As a foreman, individuals sometimes focus on their personal work and strengthen the management of the image of the front desk, especially the details. In view of the above problems, my future efforts are:

First of all, we should strengthen theoretical study, consult leaders and colleagues humbly, and further improve our professional ability and work efficiency;

Secondly, we should work hard on rigor, put more energy into team management, improve our comprehensive ability and make the company's window more standardized and efficient.

Annual work summary, property customer service manager, 3 I began to take over the work of customer service foreman in Xiyuan Property Customer Service Department from June 1 day, 20xxxx, 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. Every step of my progress has been warmly helped by company leaders and colleagues, and also 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, served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, regulate 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. 2,385 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, 626 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, the housing management is thorough and 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 master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously.

Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare their own materials), and rode a battery car to the building materials market to find supporting materials. He never had a trip and labor costs. In the busy maintenance work, he shared part of the maintenance work of Beiyuan, running 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 violations. ...

2. The management office has taken several ways to help residents solve their problems, such as the water leakage of the owner's house in the renovated community. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities.

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, 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 check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Six, 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 responsibility system for the area, implement the personnel, posts and work contents, and regularly check the system every week, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.