Monthly work summary of property customer service

Lead: A good image gives people a pleasant feeling. Property management is first and foremost a service industry. When we received the owner's visit, we were warm and thoughtful, smiling and very friendly. I carefully prepared the monthly work summary of property customer service. I hope you like it!

On the occasion of resigning the old year and welcoming the new year, the property management company summed up the experience and found out the shortcomings on the basis of reviewing the work carried out in xx years. With a more pragmatic attitude, actively cooperate with the strategic policy of the group's operation, refine management, tap the potential internally, demand benefits from management, be stricter, strengthen training, be brave in facing shortcomings, unite as one, strengthen the overall situation consciousness, responsibility consciousness and cooperation consciousness, and work hard to complete the work wholeheartedly. We will continue to carry forward the spirit of dedication and dedication and do our best for the rapid development of the company.

"The Art of War" said: "There is nothing more valuable between heaven and earth than people." Employees are the foundation of an enterprise, and the quality of employees is the basis of quality service. We will take cultivating a professional, efficient and strict management service team as the basic strategy of internal management of property in xx years, implement the policy of strict management and treating employees well, carry out a series of training plans and performance appraisal, promote corporate culture, strengthen brand awareness and improve the cohesion and centripetal force of the team.

I. Personnel management

The goal of personnel management:

The turnover rate of personnel in that month was less than 5%.

The coverage rate of personnel training reaches 100%.

The recruitment rate reached 98%.

Employees' life satisfaction reached 90%

1. Team building lies in institutionalized management. The first task of the personnel administration department every year is to improve the management system, refine the post responsibility system, fully unify the responsibilities and rights, and put them in place. Implement a matching performance appraisal system to mobilize the enthusiasm of employees. Performance comes from execution, and execution comes from details. The personnel department plans to take the security department as a pilot, put forward the specific job responsibilities of each post, implement a new performance appraisal system, mobilize the enthusiasm of employees, enable employees to continuously strengthen their self-management ability, clarify work standards, improve their motivation for self-improvement and gradually promote it. Each post adopts performance management, strives for comprehensive coverage in March, and improves the overall service level and team execution. On the basis of an effective performance appraisal system and post responsibility system, the personnel administration department will strengthen supervision and conduct planned inspections on the operation and implementation of posts. Find problems in time and improve them in time.

2. The personnel administration department will focus on improving the quality of employees, formulate targeted training plans, combine business knowledge training with enterprise spirit, adhere to positive indoctrination, strengthen concepts, enhance employees' sense of responsibility and professionalism, and cultivate pioneering spirit. Require employees to truly "100% owner first" in their work. Take enterprise spirit and purpose as the basis of unifying employees' will, reporting work and unified action. In the process of personnel management, we should adopt the principle of survival of the fittest, strictly control the employees who join or become full members according to the standards, and gradually improve the quality of employees, thus improving the overall quality of the team.

3. While improving management requirements, pay more attention to employees' life, pay attention to employees' needs, strengthen the management of employees' dormitories and canteens, and organize corresponding employee birthday activities and team activities. Pay attention to improving employee welfare, strengthen communication with employees, listen to employees' opinions through various channels, and make timely improvements.

4. Benefit is the ultimate goal of the enterprise. Through the implementation of the post responsibility system, the personnel administration department will re-examine the staffing situation of each department and post to avoid overstaffing, and strictly control the personnel cost with the goal of establishing a lean and efficient service team.

5. Administratively, on the premise of meeting the needs of business departments to carry out their work, actively strengthen communication and coordination with various departments. Modify the existing working procedures to make them more standardized and standardized. Complete the material procurement in time, strictly manage the control process of material procurement and use, attach importance to the management of the company's assets, warehouses and vehicles, plug loopholes, and do a good job to ensure that the company's property and interests are not lost.

Second, the customer service center

Property management is service-oriented, and the customer service center is the service window of the whole property company. To this end, the service center will put service first, adhere to the service tenet of "people-oriented", standardize management, pursue innovation and serve sincerely. Constantly improve the value of Jiangnan aristocratic family real estate, so that the real estate can play its maximum use efficiency.

Working ideas:

Emphasis on cost control awareness and cost management procedures;

Emphasize the effective operation and service process of the team;

Emphasize the standardization of public services and the personalization of special services;

Emphasize the "people-oriented" service concept and humanized service;

Committed to establishing a harmonious community with good communication with the owners.

Target setting:

The comprehensive customer satisfaction rate is not less than 90%;

Comprehensive and timely service rate is not less than 85%;

Business skills training100%;