Annual Work Plan for Property Customer Service

The days have passed silently in the blink of an eye, and we will usher in a new round of efforts. There must be a lot to plan. But how can we avoid a self-satisfied work plan? The following is a sample essay (5 selected articles) of the annual work plan of property customer service compiled by me for your reference only, and you are welcome to read it.

The annual work plan of property customer service is 1 20xx, which is a year for property companies to improve their quality services and a new year for our work. In addition to adhering to the concept of "owner first" as always, we must open up new working ideas. At the same time, next year, we will face the difficult challenges of the third-phase owners' repossession, serving the first-and second-phase owners and collecting the first-phase property fee, so we must strengthen the sense of crisis. According to the spirit of the 18th National Congress of the Communist Party of China, we advocate the sense of hard work, realize the comprehensive, healthy and orderly development of all the work of property management companies, and lay a solid foundation for completing the 20xx annual work target of property management companies.

The work focuses on the following aspects:

First, the delivery work

1. Be prepared to receive the third phase of the project, increase the talent pool, control the quality during the initial inspection and reinspection, and avoid major maintenance and rectification after the key is handed over to the property. After receiving the three-phase keys, check the standardized management one by one and seal them in a unified way.

2, do a good job in the first, second and third phase of housing delivery data statistics, owner information and housing acceptance certificate management, and there are people who are responsible for it.

3. Make the work arrangement at the delivery site and check before delivery, and cooperate with sales to borrow keys.

Second, the daily work

1, do a good job in the daily reception of the owner's calls, and do a good job in the detailed registration and data statistics of the problems, and do a good job in the front desk verification and the owner's return visit.

2. When handing over the house, do a good job of signing the contract and issuing the keys on site, so as to be fair and meticulous.

Third, the construction of property management team.

As the employees of the customer service department have basically never been engaged in property management before, there is definitely room for development at their current professional level. While coordinating with the company to adjust the organizational structure, we will further strengthen the construction of property management team, refine the division of posts, strengthen performance appraisal and improve the professional quality of every employee. Next year, we plan to strengthen the organization of all kinds of training activities, carry out property service building competitions from time to time, and temper a team of employees who are willing to fight, fight and fight.

Fourth, improve the service level.

Because the property management company has just been established for less than two years, and the various environments in the community are more complicated, there is nothing to learn from, so there are inevitably shortcomings in the work. In the next step, we will deeply understand the connotation of property management, strengthen and deepen the special work of customer service level and service quality, strive to improve the owner's satisfaction, further improve the service level, strive to improve the owner's satisfaction, and serve the owner wholeheartedly, so that the property management level of xx Property Company will reach a new level.

Five, do a good job in the collection of the first phase of property management fees.

Do a good job in the publicity of property fees and the explanation of owners. Let the owners realize that the property management fee is the economic basis for the survival of a property. It is the owner's right to enjoy property services, and it is the owner's obligation to pay property management fees. In order to ensure the smooth development of the next property management work and the smooth collection of the property management fee for the first phase of the future owners, do a good job in paving the way.

Departmental coordination of intransitive verbs

In the next year, the customer service department will fully assist all departments of the property management company, maintain close relations with all departments, and timely, effectively and properly handle the disputes, opinions and suggestions of the owners.

Seven, key management

Summing up last year's work experience, the key management should be implemented to people, the administrator and the key should not be separated, and the indoor items and entrance doors should be closed.

Annual Work Plan for Property Customer Service 2 According to the 20xx work plan and existing problems put forward in the company's 20xx work summary and plan, our department put forward the following plans and measures after meeting and discussion:

I. Work plan for 20xx years:

1 Before March, 20xx, make statistics on the detailed information of owners who have been in arrears with property fees for more than three years, so as to ensure that the name, contact information, years of arrears and amount of arrears of each owner are accurate.

2. In March, the multi-storey 20xx annual property service fee was urged, and reminders, telephone notifications and SMS notifications were posted to create a payment atmosphere.

In March and April, the heating stopped and various repairs began. In the maintenance work, no matter big or small, all reports are recorded, everything is tracked and returned to the original owner.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continuously organize departmental employees to do regular training.

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and make the work plan for next week.

6. Hold regular service quality review meetings of various departments, standardize the service of customer service personnel, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning and training related professional books.

7. Improve the owners' files, visit the owners who have no files and the files are not detailed, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees.

8, other work assigned by the leadership.

Second, the problems existing in the work of 20xx and improvement measures:

(The collection rate of property fees in 20xx is only 70%. In addition to the influencing factors of various maintenance problems, there are also big problems in charging methods, reward and punishment systems, personnel management and so on.

1, charging method is simple.

In 20xx years, the collection rate of property fees in my residential area was low, and most of the toll collectors used reminders, and most of them were not at home. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable.

Our department now adopts the reward and punishment method of charging 10 households every week. In the early stage of charging, the effect is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and it was not adjusted in time in the later period. For the collection of property fees in 20xx years, our department proposes to make a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, with both the pressure of toll collectors and the temptation of reward after completion.

3. Management of toll collectors.

Last year, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, failure to grasp the ideological trends of toll collectors in time, failure to find problems in time and failure to solve problems well. In the charging work last year, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation. I want to correct many problems in my previous work, communicate in time when I find problems, and solve them with a gentle attitude.

(2) The customer service center is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is lax, and the service awareness and work motivation have dropped significantly. In 20xx, our department should do a good job in employee service management. Before going to work every day, employees should conduct self-inspection and mutual inspection of dress and etiquette, so that 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 service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service. Strictly implement the company's rules and regulations and severely punish bad behaviors such as playing computer during office hours.

(3) The customer service department did not do the maintenance service and patrol work carefully enough, the maintenance service record was unknown, the patrol area and route were single, and it was not careful enough, and all kinds of potential safety hazards and violations of temporary management regulations were not discovered, solved and reported in time. In the new year, our department will formulate strict inspection standards for residential quarters and decoration, and earnestly implement them, and fill in inspection records in strict accordance with company regulations. Docking repair work should be done regardless of major issues, and everything should be recorded in detail. Make a single-family maintenance file, and the major and minor repairs are well documented.

There are many shortcomings, new problems and chronic diseases in the work of our department in 20xx, but under the guidance and care of the company leaders, all employees in our department are confident to do all the work in 20xx.

The annual work plan of property customer service is 3: 1 yuan, and Vientiane is updated. The new year is about to begin, and the comprehensive customer service department is also facing a brand-new environment and test. According to our own situation, we make the following work plan:

First, take customers as the center and vigorously improve the quality of service.

1. 1 Seek and create opportunities to strengthen communication with customers in various forms, such as home visits, customer satisfaction surveys, letters and documents, and interactions during festivals. Grasp customer information in time, grasp customer needs, make every effort to meet customer needs, and provide customers with high value-added services. Improve customer satisfaction.

1.2 Use the service desk management software to pay attention to the collection, analysis and comparison of customer information; According to customer feedback information, make timely response.

1.3 take customers as the center and improve business processes and operating procedures.

1.4 Promote and expand, give play to the function of "caring housekeeper group", so that each member can really "stick together" with customers and solve problems for customers in time.

1.5 standardizes, strengthens and refines the courtesy and warm service of customer service staff.

Second, fully cooperate with government agencies to do a good job in public services.

2. 1 Timely publicize, convey and implement relevant laws and regulations of government departments.

2.2 We will, as always, fully cooperate, support and implement the policy instructions of governments at all levels and play our due role.

Third, strictly control the outsourcer to ensure good quality.

3. 1 Use the "monthly meeting" system of outsourcers to further strengthen the quality control and management of outsourcers' services. Find the problem and let it be rectified within a time limit. The management of foreign contractors has formed a "strict, detailed and practical" work style.

3.2 For one-time outsourcing service activities such as "external wall cleaning", assign special personnel to follow up, find problems, let them be rectified immediately, and strictly control the quality.

Fourth, smooth the communication platform and do a good job in publicity.

4. 1 Give full play to the role of the public notice board as a bridge and window, update and enrich the information on the public notice board in time, and release the relevant management information, service information and external information of the project department to the owner in time.

4.2 fully display and establish a good image of the property department to customers.

4.3 For the problems that the owners are generally concerned about, use the publicity column to release them to the owners in the form of special topics.

4.4 Further smooth and broaden the communication channels with the owners.

Five, strengthen staff training, improve the quality of employees.

5. 1 Based on the training schedule, focus on training customer service personnel in "service awareness, polite hospitality, case analysis", etc., and comprehensively improve the comprehensive quality of customer service personnel.

5.2 Develop various forms of new courseware and increase the training of new topics and new ideas; Broaden the training form.

5.3 Pay attention to the effect verification and evaluation after training, and finally achieve the purpose of improving service quality.

Six, strengthen internal management, the implementation of quality system requirements.

6. 1 strengthen the inspection of the implementation of the five-routine law, so that every employee can master it skillfully and effectively apply it to work.

6.2 Improve the management methods of electronic files and document files; Clarify the relevant systems and management processes of file management; Binding some emergency plans, schemes, procedures, processes, etc. Into an independent book.

6.3 Strengthen the management of front desk service and employee discipline.

6.4 Effective use of ISO 900 1- management tools, scientific management, standardization of each service process and service details, and recording and retaining effective data to improve service quality.

6.5 Strengthen the implementation and supervision of various plans and processes.

Seven, strive to improve and follow up in time.

7. 1 Continue to do a good job in garbage sorting and strive to become an "excellent demonstration park for garbage sorting in Beijing".

7.2 Take precautions against Hyphantria cunea in advance to prevent Hyphantria cunea from flooding in the park and causing losses to the park and the company.

7.3 Strive to create a "garden-style unit" and do related work well.

7.4 Management emphasizes people-oriented, emotional people, emotional people and emotional parks, and strives to build harmonious parks and emotional parks.

Under the leadership of Perfect Time Project Department, the customer service department will continue to assist the project department to complete the company's indicators, strengthen communication with the owners, improve service quality, and make continuous efforts to carry forward the essence of property management.

The annual work plan of property customer service 4 (1) continuously strengthens the level and quality of customer service, and the owner's satisfaction rate reaches about 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.

(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 xx years, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

1, pay close attention to team internal construction and work discipline.

2, regular exchange of ideas.

3. Establish a manager's email address, accept suggestions from employees, and better serve the owners.

4, improve the management system, according to the working standards, work standards.

5. Recruitment and training of personnel.

6, building acceptance content, field trip.

7. Preparation and implementation of house delivery.

8. The management of vacant units and the business of renting and selling on behalf of others.

9. Improve the owner's file.

10, charge for collection.

1 1. Handle the complaints and inquiries of the owners and follow up the work, and establish a return visit system.

12. Organize study and training to improve the working level and service quality of employees.

13, visit regularly, solicit opinions from the owner, and continuously improve the service quality.

14. Organize community cultural activities and owners' networking activities.

15, responsible for all formalities of check-in, house inspection, house delivery and decoration.

16. Sign the property service contract, decoration agreement and other documents.

17. Carry out other paid services according to the owner's requirements.

18, supervise and inspect the service quality of all departments, and rectify unqualified services in time.

19. Hold regular service quality evaluation meetings of all departments to continuously improve service quality.

20, other work assigned by the leadership.

Annual Work Plan of Property Customer Service 5 According to the company's strategic objectives and work deployment in the new year, the work plan of Yuyuan District in 20xx will focus on "the year of improving service quality". The main work plan is as follows:

The first is to fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

In the year of 20xx, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.