Brief introduction to the work plan model of property customer service department

In order to make ourselves do better in our work, we need to adjust our work plan. Making plans is more motivating. How can I write a good work plan? I carefully arranged the column "Brief Introduction to the Work Plan of the Property Customer Service Department" for your reference, hoping to help friends in need.

Work plan essay of property customer service department 1 immediate superior: project leader (assistant) direct subordinate: customer service foreman and customer service assistant.

Overview of responsibilities:

Strictly implement the rules and regulations of the company and project. Assist the project leader (assistant) to be responsible for the daily management and customer service of the project. Complete other tasks assigned by the project leader (assistant).

Work content:

Formulate the post responsibilities, rules and regulations and working procedures of this department. And strictly implement and monitor. In the process of implementation, continuous inspection, modification and improvement, and immediately submitted to the project leader (assistant) for approval. Ensure the normal operation of the department and regularly monitor and evaluate the employees of the department. Fair, transparent and open, and establish an efficient and United departmental team. Formulate practical annual training syllabus and training materials. Conduct regular training for employees in this department, and conduct irregular spot checks and assessments of job skills. Inform the project leader (assistant) of the evaluation results and file the evaluation results. Conduct a fair, scientific and transparent assessment of new employees in this department one week before the probation period. Retain qualified professionals for the company, so as to optimize the company's workforce. Have the responsibility and obligation to supervise the employees of this department to strictly abide by the company's rules and regulations, strengthen the study of professional skills, improve work efficiency, and constantly improve themselves, so as to make them become an excellent employee who loves their jobs and is dedicated. Hold departmental work meetings regularly, and make arrangements for the work of the department, which is clear and accurate. List the person in charge of each job, the completion time, etc. Supervise the implementation of its resolutions and file the minutes of the meeting. Scientific and reasonable preparation of departmental scheduling table. Familiar with property management laws and regulations and relevant government regulations. Attend meetings with developers, utilities, government departments and relevant project managers on time, and convey the spirit of the meeting to subordinates and relevant departments in time. Responsible for answering customers' related property management questions at the project site and providing relevant normative consulting services. Analyze the hot spots of customer complaints, find out the crux, and make adjustments with relevant departments to reduce the complaint rate. Responsible for supervising the work of the customer service center to ensure the quality and convenient service for customers. In case of floods, fires and other emergencies, it is necessary to do a good job in the aftermath in conjunction with relevant departments in time. Responsible for receiving customer complaints and explaining them. In order to ensure the normal operation of the service park, it is necessary to conduct a comprehensive inspection of the park every day and deal with problems in time. Review the inspection report, complaint record and maintenance record of the project in time, track the processing progress and report the data to the general manager's office. Strictly supervise and audit the assets and finance of subordinate departments to avoid the waste and loss of property. Establish a complete and efficient data file system, and after finding problems through data analysis, modify relevant procedures accordingly to make them more perfect, thus improving service efficiency. Daily coordination and supervision of project cleaning and greening, and regular communication with relevant contractor representatives. Draft and issue customer management notices. Submit the budget for the next year at the end of each year, submit it to the project leader (assistant) for approval, and strictly follow the approved budget. Strictly abide by the company's confidential information, and it is strictly forbidden to disclose it to others. Submit the project management report to the project leader (assistant) regularly, and put forward reasonable suggestions. Submit the departmental work report and the work plan for next week to the project leader every week. To be specific, the responsibility lies with people. Submit the work plan for next month before 30th of each month, and submit the detailed work report for last month before 5th of each month. Ensure good cooperation and communication channels with other departments. Assist the financial department to formulate feasible plans for the overdue management fees and other expenses of the owners, so as to complete the company's expected goals. Abide by all reasonable work arrangements of the company.

1. Continue to maintain a good service attitude and steadily improve their service level.

Customer service is a service job. As an office building, property customer service is also a service job, and it often has to deal with different people. So we should have a very good service attitude. Just because we haven't received customer complaints at work doesn't mean that our service work has been done to the extreme. We must always keep in mind our job responsibilities, observe the discipline of customer service, and see if we can maintain our service attitude, answer every call with a smile, and serve every visitor well.

Second, strengthen the understanding of real estate information and fully grasp the information dynamics.

As the customer service of office property, we often receive telephone inquiries, which are basically related to the property, such as whether there is office rent, the recent rent and the cost of the property management office. Therefore, customer service must know this information very well in order to better solve the caller's problems and give them help. So in the new stage, I must pay more attention to the information dynamics of office buildings and always pay attention to relevant policy changes. Pay attention to the office space, rent withdrawal and decoration of the property, and understand the relevant processes and documents, so that when there is a phone call to ask us, I can answer it as soon as possible, so that the working ability of our property can be better recognized and my work performance will be better.

Third, strengthen self-exercise and improve comprehensive quality.

As a customer service, I represent not only my own image, but my work image has been linked with the property since I joined the property, so I must always pay attention to my behavior quality. No matter what kind of customers I face, no matter what kind of difficulties I face, I can't throw my inner emotions to customers. We should maintain a smiling service attitude, be patient in the face of customers' criticism, and actively admit mistakes and correct them in the face of leaders' criticism. To do this, I must have a very high quality. Therefore, in the new work stage, I must seize every learning opportunity, and I can't miss the training opportunities organized by the company. When I am working, I must also learn from those excellent employees, keep up with them, learn better work quality and skills from them, and make myself stronger and better.

A year's plan starts with spring. According to the discussion with the owners' committee and the owners' forum, we will work out the main work plan for 20xx, and accept the supervision and feedback from the owners, and make the following plans:

1: cooperate with gas installation in the community. Gas is the most important thing to install the community, and the application for gas access in the community has not been implemented since 20xx. Now, with the cooperation of the owner and our management office, the gas company has connected the gas to the gate of Fence Art College outside the community.

3. Street lighting in residential areas. At present, some lighting lamps in the residential area cannot be restored due to line problems. At the symposium, the lighting renovation management office proposed by the business owner will implement the plan step by step.

4. Hidden dangers of community safety and illegal construction. At present, the enclosure problems of the enclosure on the right side of the hillside and the enclosure at the entrance of 2- 1 in the residential area should be solved as soon as possible after the new year to solve the security risks caused by the enclosure problems. Cooperate with the Earl Villa Industry Committee to define the illegal construction, and continue to complain to the urban management about the existing illegal construction, so as to get a solution.

5. Community greening. In late autumn and early winter, the grass seeds of "February Flower" were replanted in the lawn defect of the community. At present, the coverage is not large. After seeing the growth in early spring, we will buy replanted grass seeds according to the situation of the community.

6. Community cleaning. At the symposium, business owners proposed to strengthen training and check the implementation of stair handrails and corridor glass cleaning in apartment buildings.

7. Maintenance of anecdote sequence. Strengthen the training of service personnel, and register and inquire the personnel entering and leaving the community according to the regulations. Strengthen the control of parking, decoration and sundries in public areas.

8: Water leaks in public areas. The roof of the apartment was protected with pVC film in June 5438+00, and it seems to have some effect at present. The leakage problem of expansion joints on the second floor of 10 building and 13 building will be solved in the new year.

Brief Introduction of Work Plan of Property Customer Service Department III. 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.