Summary of daily work of property customer service

With the introduction and improvement of some laws and regulations in the property management industry, the customer service department of the property department has also adjusted the relevant system of customer service in time. The following is a summary of the daily work of property customer service that I brought to you, hoping to help you.

The busy 20xx year is coming to an end. Looking back on the work of the customer service department in the past year, I was 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 customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since our department put forward the working policy of "first inquiry responsibility system" in XX, 20xx is a year to fully implement this policy. No matter what problems you encounter in your daily work, you can be responsible for the end 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, this year, the reception telephone number reached more than 26,000 times, and the reception maintenance10,300 times, including more than 7,000 times of daily maintenance by the reception owner and more than 3,300 times of maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of 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 park, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a commission system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks 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 department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly training our employees to improve our overall service level. The main contents of our training are:

(1) Conduct 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 solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service at any time. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.

Customer Service Department 20xx Work Plan:

1. Track the situation reflected by the owner in the 20xx satisfaction survey, so as to improve the 20xx annual charging rate.

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

Third, implement the "Basic Code of Conduct for Employees" to improve the quality and service level of employees.

Four, according to the requirements of the company, in 20xx, the professional quality and professional knowledge of the customer service department personnel training, and timely assessment.

Five, continue to implement the current property fee collection mechanism, and constantly improve in practical work.

Six, complete xx balcony maintenance work