Customer Service Manager's Annual Work Summary

Summary is a kind of written material to review and analyze the study, work or its completion at a certain stage afterwards. Through it, you can correctly understand the advantages and disadvantages of your previous study and work, so prepare a summary. So do you really know how to write a summary? The following are three summaries of the customer service manager's annual work, which are for reference only and hope to help everyone.

Annual work summary, customer service manager, 1, how time flies. In a blink of an eye, the work of 20xx is coming to an end. Looking back on the work of the past year, I am deeply touched. Since joining the XX project, with the guidance of the management office leaders 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 services, 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 three 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. 20xx month, officially promoted to Tiannuo Property 15, assistant manager of customer service department of the fourth project of xx Company of the general group. For the customer service staff of the property, the most common feeling in the whole process is only one word: 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, I 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 efficiency, procrastination and so on. 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 of customer service personnel through work summary. 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.

(c) Successfully completed the charging work of 15, which laid a solid foundation for the overall work of the customer service department.

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

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.

(two) the coordination and handling of the problem is not timely and inappropriate.

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.

Annual work summary, customer service manager, 2 20xx is a year of growth and development for xx property, and we are constantly improving and perfecting various management mechanisms. Among them, the work of the property customer service department has been concerned and supported by the company leaders, and at the same time, it has also received great assistance from various brother departments. After a year's efforts by all the customer service staff, various work systems have been continuously improved and implemented. The concept of "service first, doing things with heart" is engraved in the hearts of every customer service staff. The new year has arrived. Looking back on the customer service work in the past year, there are gains and losses. The annual work is summarized as follows:

Six of the eight employees in the customer service department have worked for less than half a year this year, which is also the fresh blood of the enterprise. After joining the department, they will master the workflow of the department in the shortest time and adapt to the post work as quickly as possible. Customer service staff will study their job knowledge carefully and answer the questions of the owner in time. In the year, it received more than 10,000 calls 1 10,000, and the customer service staff visited more than 200 households and delivered more than 20 notices. By the end of February, 12,12,8483 families had obtained housing, 6,976 families had been renovated, and now more than 3,500 families live in the community.

Collection of property fees this year; At present, the collection date of property fees in 1, 2 and 3 phases is divided into four stages, which makes it more difficult to collect property fees. Since August, the customer service department has telephoned the owners who are in arrears with the property fees, asking the owners to pay the property fees through remittance, counter settlement, etc., and prompting the owners who are now living in the community and maliciously default on the property fees.

Measures to demand payment of property fees within a time limit and stop all services. In the process of collecting property fees, although our customer service staff expressed incomprehension and verbal attacks on the owners, the customer service staff could explain to the owners with a service-oriented working attitude. By the end of 65438+February, 6,247 owners had paid property fees, accounting for 75% of the total. This achievement is inseparable from the efforts of each of our customer service staff.

In order to ensure that the owners of the community can take the shuttle bus normally and prevent people outside the community from taking it, which wastes community resources. The customer service department standardized the issuance of bus cards for car owners, strictly checked the information of car owners when issuing cards, and limited each household to issue one card, checked the identity of car owners for recharging the car cards, and registered the loss report for replacement, thus controlling the outflow of bus cards. 15, the main maintenance items reflected by the owner are common problems such as water seepage from the external wall, water seeping into the unfurnished house from the bay window, water leakage from the toilet sewer pipe, window locking, corridor lighting, elevator shutdown, etc. The customer service department has reflected the above problems in time, sent staff to solve them in time and paid a return visit.

Although the overall work of this department has achieved good results, there are still some problems. In order to further do a good job in next year's work, the problems existing in this department are: the professional quality and service level of employees are low, mainly manifested in immature skills and methods to deal with problems, insufficient experience in dealing with emergencies, and low professional quality of service. Problems are not handled in time and properly, and there is a lack of departmental coordination, follow-up and reporting in complaint handling, owner's opinions and suggestions, owner's help, etc.

Work plan and key points for 20xx: In 20xx, the key work of our department is to further raise the level of property fees 1 to 5 percentage points on the basis of 15. Department management is basically institutionalized, employees' sense of responsibility and service level are obviously improved, various services are carried out in an orderly manner, the satisfaction rate of owners is improved, the training of departments is strengthened, the level of customer service is improved, and the work of various departments is closely coordinated and put in place in time.

At the same time, I hope I can have the opportunity to study in a more mature community, master a better sense of service and improve my professional level. The new year has arrived. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, take "no complaints from the owners, no regrets in service, no blind spots in management and no hidden dangers in the project" as the working goal, and the customer service department will face the new year with a fuller mental outlook and jointly write a brand-new and brilliant page for xx Property Management Company.

Annual work summary, customer service manager: In a blink of an eye, 20xx years have passed in our busy work.

Looking back on the customer service department of the property management company in 20xx, it can be said that the management functions have been further developed and continuously improved. 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 efforts 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, and various work systems have been continuously improved and implemented. The service concept of "customer first" has been deeply imprinted in the hearts 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 20xx's preliminary improvement of various rules and regulations, the focus of 20xx is to deepen implementation. For this reason, the customer service department has deepened its knowledge 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.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Make use of the regular meeting time of customer service department every Friday to strengthen the training of personnel in this department. The training work is carried out according to the practical problems encountered in the work in the past week, so that the combination of theory and practice makes every customer service staff have a deeper understanding of the "service concept".

Third, the daily maintenance processing

According to the workload statistics of each weekend, "Daily Reception" has received more than ten kinds of maintenance. 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. Collection of property fees in xx community

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in xx and xx communities. Finally, with the support of property managers, secretaries and other departments, the charging targets issued by the company were completed.

Verb (abbreviation of verb) collection of energy fee

At the same time, the quarterly meter reading charge of household water meters in xx District was completed as scheduled, and the new task issued by the company-the first meter reading charge of household water meters in XX District was completed.

VI. Commercial Lease Work in xx District

We made a plan to benefit the bottom merchants, and successfully introduced the "supermarket, pharmacy" project in the second half of the year.

Seven. Take back some buildings

In X month, the repossession of x# and x# was completed; At the same time, complete the repossession of some relocated buildings (X #- 1 Unit 2) in xx District.

Eight, "Love is the Yushu Earthquake in Qinghai" organized fund-raising activities.

After learning the news of the Yushu earthquake in Qinghai, the leaders of the property company immediately decided to hold a fund-raising activity in the community to "dedicate a love for the people in the disaster area", which was 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 work in 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 Christmas trees and various decorations in the lobby of xx Gate and xx District of the community.

X. Owners' Symposium

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

In a word, on the basis of 20xx, we are full of confidence and hope for 20xx. In the new year, we firmly believe that as long as we work hard, struggle hard, actively explore and be enterprising, we will be able to "do our best" to complete all the work indicators issued by the company.

Customer Service Department of xx Property Management Company

Author: xx