202 1 model essay on personal annual work summary of property customer service

Time is like a flowing river, which is fast and slow, but it never comes back after flowing. It's time to write a year-end summary. The following is my "202 1 Personal Annual Work Summary Model for Property Customer Service" for your reference only. Welcome to reading.

2002 1 personal annual work summary model essay (1) After 20021year's work, I have changed from an ignorant student to an employee with job responsibilities, and my familiarity with customer service has changed from strangeness to strangeness. I used to think that customer service was simple, monotonous and even boring, but I just answered the phone and took notes. In fact, to become a qualified property customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work. Looking back on this year's customer service work, there are gains and losses. Let me briefly summarize as follows:

1. Daily reception and telephone answering: warmly receive the visiting owners and actively solve their difficulties. Answer the owner's phone, be patient, record the owner's complaints and service matters, coordinate the handling results, and give timely feedback and pay a return visit to the owner.

2. Handling of daily repair: Actively dispatch workers according to different repair contents, and strive 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.

3. Check the sign-in of each department every morning.

4. Check the health of the hospital and corridor, and notify the cleaning staff to clean the unqualified ones in time.

5. Warehouse management: timely register the receipt and warehousing of goods.

6. Collect the utilities and property fees of the store.

7. Collect all kinds of opinions and suggestions from customers in the process of property management, and constantly improve the service quality and service level of residential property management.

In the process of completing the above work, I learned a lot and grew a lot. I think the most important thing to do a good job in customer service is:

1, the service attitude must be good. When you meet your host in the yard, you should take the initiative to say hello. If you help him open the door and help us move things, the host will trust us more.

2. Take the initiative to attack, have a pair of eyes that will find problems, patrol the community yard every day, and solve problems in time when they are found. Don't wait for the master to come, we don't know what's going on yet, so we should be a prophet of everything.

As a person who has not entered the society for a long time and has insufficient work experience, I will inevitably encounter various obstacles and difficulties in my work. In the new year, I will try my best to correct the shortcomings in my past work and constantly improve and strengthen my work in the following aspects:

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception details.

2. Further improve your personality, improve your patience with work, strengthen your sense of responsibility, and cultivate your enthusiasm for work.

3. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

202 1 personal annual work summary model essay (2) time flies. I have worked in the customer service department of xx Property Management Co., Ltd. for more than two years. With the support and help of the company leaders and the joint efforts of my colleagues, I successfully completed the work according to the company's requirements and deployment.

Through this year's study and work, I have made great progress in working methods. My work in 202 1 is summarized as follows:

First, the daily work of the customer service receptionist

Because the work of customer service department is directly facing the owners of the residential area, customer service department is the most important part of the image of residential property company. It is precisely because of this that the company has formulated the service tenet of "let you satisfy every day" and all the "five ones" quality culture policies for customers and senior leaders, one-vote veto system, meticulous attitude and one-stop style. The daily work of the customer service administrator mainly includes: receiving the owner's visit; Handle the complaints of the owners; Handle the contact, follow-up and return visit of the owner's application for repair.

Second, strengthen learning and improve business level.

Because I feel that my knowledge, ability, experience and position have a certain distance, I have never dared to take it lightly. For more than a year, I have been constantly strengthening the study of professional knowledge. In this respect, the company has also strengthened the training and assessment of professional knowledge, allowing us to flexibly use relevant professional knowledge in our work, so that our business level has indeed made some progress.

After continuous study, I have accumulated experience and knowledge, and all of them have certain working ability, and can independently deal with various problems in daily work. Be able to treat all tasks with a correct attitude, love your job and try to implement certification in practical work. Actively improve their professional quality, strive for the initiative in work, and strive to improve work efficiency and quality.

Third, the existing problems and the direction of future efforts

Through the summary of this year's work, we did find some problems, mainly in:

First, because I didn't know much about the property management specialty at first, a lot of work was done while groping, so that sometimes I couldn't do it with ease, and the work efficiency needed to be further improved; Second, some work is not detailed enough, and some work coordination is not in place; Third, the theoretical level of relevant majors can not fully meet the requirements of Okada for a qualified administrator.

One of the most important tasks of a property management company is to collect property fees. We have preferential policies for property fees every year, which can improve the collection rate of property fees, measure the service quality of our company and reflect whether the owners are satisfied with our work. Fourth: Repairing the moldy wall is also one of the priorities of our work in the coming year.

Therefore, the leaders of the property company and the person in charge of the real estate analyzed the main reasons: first, the phenomenon of cold bridge, and second, the water accumulated on the wall. Therefore, the maintenance plan is made; As soon as our customer service department receives a call to repair the moldy wall, it will report the situation to the person in charge of the building. The more important person in charge of the real estate will personally go back to see, analyze the situation, arrange maintenance personnel to deal with it in time, and try to satisfy the owners.

In the future, efforts will be made to improve property management knowledge, service attitude and work level. Constantly strengthen learning, broaden knowledge, and strive to learn property management knowledge and related legal knowledge.

Strengthen the understanding of the development of property management companies, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and make a good overall plan for the company, but understand the previous situation; We should pay more attention to the style construction of our department, strengthen management, unite as one, work hard, and form a good working atmosphere in our department. Continuously improve the service level and support ability to the owners and other departments.

I will serve the owners with full enthusiasm, safeguard the interests of the company, actively provide quality services for the owners, create higher value for the company, and strive to achieve greater and better work results.

202 1 personal annual work summary model essay (3) 202 1 busy year is coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since the introduction of "one-on-one butler service", no matter what problems we encounter in our daily work, we can do it without shirking and taking responsibility to the end. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for xx service specification, xx standard terminology, xx etiquette, xx etiquette, xx etiquette, xx behavior, etc. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

1, do a good job in etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

2, do a good job in professional knowledge training, improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with laws and regulations such as "xx Management Regulations", "xx Residential Property Management Measures" and "xx Decoration Management Measures", learn relevant legal knowledge, legally solve problems encountered in practice, and make it clear that property management is not always guaranteed, nor is the property management company responsible for everything after paying the property management fee. The company also took some classic cases, and everyone discussed, analyzed and studied each other. A property company had a dispute. We need to constantly learn and accumulate experience in our work.

2022 will be a brand-new year. With the continuous improvement of our service quality and the increase of community owners, the property will move towards higher and stronger goals, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the Yiting Service Center of Vanke Property Company! Our work plan for 2022 is:

1. Follow up the situation reflected by the owner during the satisfaction survey in 20021to improve the occupancy rate in 2022.

2, continue to standardize the work process, earnestly implement the responsibilities of each position.

3. Carry out xx service specifications, xx standard clauses, xx forms, xx, xx behaviors, and improve the quality and service level of employees.

4, fully cooperate with all departments to do a good job of housing delivery.

5, do a good job of decoration inspection, reasonable arrangement of relevant personnel inspection, timely detection, timely treatment.