How to do a good job of property customer service

Want to do a good job of property customer service method is as follows:

First, straighten your position and adjust your mentality. The so-called "correct position" is to correctly distinguish the meaning of "management" and "service". I believe that the "management" in property management is mainly aimed at the management of "things" and "things". For "people", that is, owners, more should be "service". Especially for our customer service staff, property management is called "management", which is actually "service". The relationship between customer service personnel and owners is not the relationship between managers and the managed, but the relationship between service providers and the served. Whether the customer service staff can correctly understand the difference between the two will directly affect the quality of customer service. If customer service personnel always pretend to be "managers" and deal with problems with the owners with the attitude and tone of "managers", it will not only help solve the problems, but also adversely affect the image and reputation of the company. The so-called "adjusting mentality" mainly refers to the problems that customer service personnel should face and solve when they encounter some unpredictable situations in the process of face-to-face communication, on-site solution and handling of various problems, such as accusations, difficulties and even scolding by the owners. My experience is that "a calm heart", "a fair position", "a smiling face" and "a principle of multi-angle thinking" can often play a role in reconciling and resolving contradictions. If the customer service staff can't adjust their mentality in time and effectively, it will directly affect the way and position they adopt in the process of dealing with problems, and it is likely to complicate or even intensify contradictions, which no one wants to see.

Second, he is knowledgeable and eloquent. Customer service in property management involves all aspects of daily life and requires customer service personnel to master all kinds of knowledge and skills. In addition to mastering and understanding the necessary knowledge of property management industry, we should also accumulate more social experience and master more personal skills. In daily work, it will be very effective to give appropriate help according to the different needs of the owners. In addition, I have always believed that property management is an art of language, and the handling and solution of many problems largely depends on the language expression ability and improvisation ability of the parties. According to my experience, when dealing with various problems, I will generally achieve satisfactory results with my own "sincerity, patience and sincerity", with a "calm and relaxed" tone and with an attitude of "convincing people by reasoning".

Third, be strict with yourself, regardless of personal gains and losses. As a company employee, the first thing you should do is to strictly abide by company discipline. And the so-called "strict self-discipline", I understand as "don't do things you shouldn't do, don't say things you shouldn't say." This is not only the company's requirement for employees, but also the basic requirement for being a man. This sounds simple, but it is difficult to grasp in practice. Then it is necessary to use strict management means to restrain and monitor, use systems to manage and assess, and truly achieve strict management. As for personal gains and losses, I think that as an employee, the quality of personal work is not only related to the interests of the company, but also directly related to their own interests. You can and should do more things inside and outside the work, and work more hours.

Fourth, be polite, honest and conscientious. As a customer service staff, honesty is the most important thing in communication with the owner. No matter what you promised, don't break it, let alone forget it. Because everything you say and do represents the company, your every move is related to the company's reputation and reputation. At the same time, as an excellent customer service staff, I believe that the things entrusted by the owners should be handled as their own affairs. I don't think it's difficult. It's just a matter of personal ability and understanding. In fact, under normal circumstances, the things entrusted to us by the owners are easy for us, and we can complete them with a little effort. What we get afterwards is naturally the recognition and gratitude of the host, so why not?

Fifth, pursue Excellence and be brave in pioneering. Customer service work is ordinary and colorful. How to find happiness and create value in such an ordinary job? My deepest experience in property management for many years is that "Excellence comes from the ordinary and value comes from the development". The performance of property management depends on the relationship with owners and property companies. The relationship between the property management company and the owner depends not only on the management principles and guiding ideology of the company, but also on the impression of the customer service staff in the eyes of the owner. This includes service quality, service attitude, service awareness, service skills, service efficiency and personal integrity, pioneering spirit, creative spirit and so on. If our customer service staff can excel in these aspects, then our work should be recognized by the owners and property management companies. In a sense, we are creating value, not only for individuals, but also for the company.

Sixth, provide value-added services appropriately. In the service relationship between the owner and the property management company, in addition to the services stipulated in the Property Management Ordinance, there are many services that belong to the category of value-added services. As for how to deal with these value-added services beyond the scope of property services, my opinion is: according to the specific forms of owners' service needs, appropriate methods can be adopted to deploy appropriate personnel and give necessary help. As a customer service staff, we should provide value-added services to the owners as much as possible according to our own ability and actual situation. In my opinion, this does more harm than good.

As a service industry, how to improve the service level, how to implement the service work and how to create value for enterprises are all realistic problems before us. What a really good service person should do. As long as our employees have a high sense of service, service quality and efficiency, lofty work ethics, code of conduct and life creed, they should be able to do their work better and better, better reflect their self-worth and create greater wealth for the enterprise.