Summary report on the work of property customer service supervisor

When the work reaches a certain stage or comes to an end, it is necessary to carefully analyze and study the work done in the previous paragraph, affirm the achievements, find out the problems, and sum up the experiences and lessons, so as to better do the next work. Next, I'll show you five model articles on the work summary report of the property customer service supervisor, hoping to help you!

Work report of property customer service supervisor 1

In the past year, I was able to be strict with myself in customer service. As a customer service supervisor, I understand the importance of completing my work for real estate development. Therefore, I can conscientiously perform the duties of customer service supervisor under the instruction of the leader, and listen to the opinions of other customer service personnel in the management of customer service department, and promote the overall development of customer service department through unity and cooperation. Now let me briefly summarize my performance in the position of customer service supervisor in the past year.

Improve the system of customer service department and set an example in the work. I understand that the accumulation of management experience needs to be tried in the work. Therefore, I have formulated a strict system in management to restrain the employees of the department, mainly in the hope of improving the self-discipline of the members of the department, so as to establish a guarantee for the improvement of the quality of work. However, I also understand that qualified managers should set an example in their work in order to get the recognition of the following employees. So I will reflect on whether I can do it before asking for the job of customer service staff. In this way, I can make the customer service staff identify with themselves. Because of my good performance in my work, I have achieved good results this year.

Pay attention to the development of new customers so as to fulfill their duties as customer service personnel. It is the responsibility of customer service personnel to serve every customer well in their work. As a customer service supervisor, they should pay more attention to customers' evaluation of property services. If the customer's evaluation of the property service is poor because the customer service work is not done well, it also means that I have serious dereliction of duty in management, so I sometimes patrol near the customer service staff's station. Mainly to understand the communication between customer service staff and customers, if there is a bad attitude, it will criticize and ask employees to rectify. For things that employees are not sure whether they can make a decision, they will hold the phone and assist the other party in handling it.

Strengthen the training of new employees and improve the quality of customer service department. I understand that customer service staff must have a high comprehensive quality to be better qualified for this job, so I will also use the meeting time to discuss problems with colleagues in the department. The focus of this year's work is the training of new employees. In this regard, we summarized the speech manual of customer service department through discussion. Through dialogue learning, you can master the basic skills of customer service in a short time. During the training, you will also conduct many simulated dialogue exercises to let new employees know how to solve some unexpected situations in customer service.

Although I have made a lot of efforts in customer service this year, my achievements are still unsatisfactory, so I will continue to perform the duties of customer service supervisor and work hard for the development of property management companies, hoping to make progress in the future through my attitude of being responsible for customer service.

Work report of property customer service supervisor II

With the approaching of the mythical "Year", we bid farewell to the hard 20____ years and ushered in the hopeful 20____ years. 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 industrial 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, doing a good job in the collection of related 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 more complicated water and electricity sales business, and coordinating more complicated business related to 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 as follows: first, strengthen theoretical study, consult leaders and colleagues humbly, and further improve my 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.

In addition, during my five years working in @ @ company, I have accumulated a lot of work experience, especially in receiving and serving the owners. To sum up, I have the following experiences and gains:

(1) Correct your position, be calm, be modest and prudent, and you can do all kinds of services quickly and well and win the satisfaction of the owners;

(2) Only by firmly establishing service consciousness and strengthening communication and coordination can we eliminate the concerns of the owners and win their trust.

Finally, thank the company leaders for their trust. At the same time, I believe that our property management company will be able to go to work after 20 years.

Attachment 1: Statistics of Industry Service Centers

1. occupancy: 65438+3 1 day @ @ @ total number of houses delivered in the community:++households (among them); Number of excellent houses:++households (among them).

2. Related expenses: the total parking fee is+++yuan. Property fee is++yuan, and the contribution rate of property fee is++yuan. Long-term overdue house property management fee (more than one year) Number of households:++Number of households * * * Calculated as overdue house property management fee: ￥++++(see annex for details).

3. Abnormal water and electricity: 20 _ _ _ * *, handling abnormal water and electricity sales reports++times, in which we negotiated with the owner to make up the company's overdraft water++tons, make up the overdraft electricity++degrees, and pay the electricity fee++yuan, and * * * will recover the loss++yuan.

4. Receive effective complaints * * *++times, and do a good job of answering and returning visits.

Property Customer Service Supervisor 3 Work Report

Looking back on the customer service department of property management company for 20 years, it can be said that it is a year of further development and a year of improving the performance of various governance. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the hard work of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, various working systems have been continuously improved and implemented, and the service concept of customer first has been deeply imprinted in the minds of every customer service staff.

Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of the preliminary improvement of various rules and regulations in 20___, the focus of 20 _ _ is to deepen implementation. Therefore, the customer service department will deepen the familiarity and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

Second, integrate theory with practice and actively carry out customer service personnel training.

Use the regular meeting time of customer service department every Friday to strengthen the training of this part of the staff. The training work is based on the practical problems encountered in the past week, so that theory and practice can be combined to make each customer service staff more familiar with the service concept.

Third, the daily maintenance processing

According to the workload statistics of each weekend, all kinds of repair reports are received more than ten times every day. According to the different maintenance contents, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four. _ _ _ District Property Fee Collection

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in _ _ _ _ _ _ _. Finally, with the support of the property manager, secretary and other parts, the charging index issued by the company was completed.

Verb (abbreviation of verb) collection of energy fee

At the same time, the quarterly meter reading work in _ _ _ _ district was completed as scheduled, and the new task assigned by the company-the first meter reading work in _ _ _ _ _ district was completed.

Six, _ _ _ _ _ _ _

We have made a plan to rent out low-level businesses and introduce supermarkets and pharmacies in the second half of the year.

Seven. Take back some buildings

_ _ _ month, completed _ _ # and _ _ # of the building; At the same time, some buildings (unit _ _ #- 1, 2) in _ _ _ area have been recovered.

Eight, love earthquake organizations to carry out fund-raising activities.

After learning the news of the _ _ _ _ _ _ earthquake, the leaders of the property company immediately decided to hold a fund-raising activity in the community to offer love to the people in the disaster area. This task is completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.

Nine, during the festival, the park decoration and layout.

Actively complete the decoration and layout of the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival that attracts young people's attention), and bought a Christmas tree and various decorations in the lobby of _ _ _ _ _.

X. Owners' Symposium

On the eve of the Spring Festival, the annual owners' forum was organized. The invited owners spoke actively at the meeting, fully affirmed the service work of the property management company and put forward pertinent suggestions.

In short, on the basis of 20 years' work, we are full of confidence and hope for 20 years. In the new year, we firmly believe that as long as we work hard, work hard, actively explore and be enterprising, we will be able to complete all the work indicators issued by the company with our best efforts.

Work report of property customer service supervisor 4

Time flies. In a blink of an eye, the work of 20 1__ is coming to an end. Looking back on the work of the past year, I am deeply touched. Since joining the Fengzeyuan project, with the guidance of the leaders of the service center and the support of various departments, the expected work objectives and various work plans have been basically completed. Since the delivery of the project, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners, and properly handled disputes related to the owners. The work of the department has been significantly improved, and the enthusiasm of employees has also been greatly improved.

Unconsciously engaged in customer service for nearly four years, I feel that every year is like a post station, where I can calm down and sort out my tired mood, burn a beautiful hope and recuperate for the coming year. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it.

20 1__, in June, I was officially promoted as the head of customer service department of Fengzeyuan. For the property customer service staff, there is only one word that I feel most deeply in the whole process: annoyance. I am a front-line worker, so I know this feeling very well. As an old employee of the company, I have been constantly exploring when I took over as the customer service supervisor, hoping to resolve and melt the contradiction between the owner and the property to the maximum extent.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Before each new employee takes up his post, I will tell them that an excellent customer service staff is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to do boring and monotonous work vividly as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude.

The work of this department this year is as follows:

First, standardize internal management and enhance employees' sense of responsibility and work efficiency.

Since joining the customer service department of Fengzeyuan, we have found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

(2) Strictly grasp the service quality and level of customer service personnel and create a good service image.

The customer service department is the bridge and information center of the service center, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has made great efforts to strengthen staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business.

(3) Successfully completed the delivery of the first phase of Fengze Garden, which laid a solid foundation for the overall work of the customer service department. 65438+ 10 In the middle of June 20th, the first phase of Fengzeyuan was officially delivered for occupancy. Our department is mainly responsible for distributing the occupancy information of the first phase, signing contracts and handling disputes between owners. Cumulative processing (this content is added by itself)

(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.

The important function of customer service department is to contact the service center of external work such as the owner, and provide services to the owner in time through feedback information, which is handled cumulatively this year (this content is added by itself).

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.

(1) The staff's professional level and service quality are low.

Through the work and practice of the department for half a year, the service level of customer service staff is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.

(B) Department management system, process is not perfect enough

In the past half year's work, the department focused on the preparation for the delivery of Fengze Garden, so it neglected the institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.

(3) The coordination and handling of problems is not timely and proper.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. Failing to follow up and report the problem in time after receiving it, and the way to deal with the problem is inappropriate.

Three. 20 _ _ _ Key points of work plan

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 96%;

(two) to strengthen the level of property service charges, to ensure that the end of the year reached more than 95%;

(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on the past 20 years, our work is full of hardships and setbacks, but we have achieved growth and achievements. Looking forward to 20____, we are facing opportunities and challenges. To this end, all employees of the customer service department will continue to unite in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.

Work report of property customer service supervisor 5

One year's customer service work ended in busyness. In fact, I really hope that this full working state can test my willpower. I hope to do this well, not only for myself, but also for many times. I should have a stable mentality. In fact, I have been planning my work for a long time. Although it is not a long year, it is definitely more secure to have a plan. Now I really hope I can perfect these basic things. Many times, I am very demanding of myself. I used to be infinitely optimistic about myself, but this year I summed up my customer service work.

I. Commercial aspects

It is absolutely no problem to do one thing and love one thing. I hope I can have security at work. These are all very necessary. I think no matter what the problem is, we should have a correct attitude. As a customer service worker, I know this very well. I think it is the best way to solve the problem only when I meet it at work. In the past year, I have been reviewing my work. I think this is a very relaxed state and perfect at work. In terms of business, I have been working hard this year, and I dare not neglect it at all. I feel that only by strengthening ideological construction and studying in a stable working condition for a long time will my business be improved. I always hope that I am not only an e-commerce customer service, but also hope that I can bring substantive suggestions to the company. All these require rich work experience, and I am working hard in this direction.

Second, keep learning.

It is not easy to learn how to do a good job. Although I have enough experience in customer service, I have been working actively in recent years, and I can see where I need to improve, so I hope I can gain something. Learning is a good way. There are many excellent colleagues around me, and I can always be influenced by my colleagues. It is important to seize the opportunity. I hope to grow up in my work. In fact, it gives me a very good learning environment. I have been actively learning from others for a year. Of course, I will take the time to digest these things. I am willing to spend enough time digesting these contents.

Third, shortcomings

I accept these simple contents with an open mind. Although there are some shortcomings, I can always correct them. I hope to have a good state at work, which can be study. In the past year, I felt that I was not patient enough when playing e-commerce, and because of these communication problems, I mainly brought some personal emotions into myself. I will correct these shortcomings.

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