Problems and Countermeasures of Customer Service in Property Service Enterprises (2)

Problems and countermeasures of customer service in property service enterprises

Many owners generally believe that property service companies are their "universal housekeepers". He thinks that as long as they pay the property fee, the property service company should do everything for the owners. For example, at present, many property communities are entrusted to collect the owner's utilities, but the owner wants the property company to pay for their abnormal utilities! Instead of directly looking for water supply companies and power supply companies to defend their rights! Because they have reason to believe that they have paid the property management company the property service fee, they ask the property management company to do anything for them on this ground, no matter whether this is the obligation that the property management company should perform or not, and whether this reason is reasonable or not, they just blindly emphasize that as long as the property management service fee is paid, the property management company is "necessary".

2. The owners have a one-sided understanding of the relationship between rights and obligations. Some owners just want to enjoy their rights and don't want to perform their obligations! Often default and refuse to pay property fees, but hope that property service companies provide quality services.

Often find excuses not to pay, and refuse to pay property fees on the grounds of not paying!

3. It is difficult for the owners to rationally treat the relationship with the property service company.

At present, many property service companies are legal acts of hiring and signing property service contracts with developers or owners' committees, and the law has the same legal effect on both parties who sign the contracts. Compared with the relationship between management and being managed in traditional housing management, modern property service enterprises and owners have an equal contractual relationship in law. The so-called equality means that both the owner and the property service enterprise enjoy the rights and bear the corresponding obligations.

However, even if there are legal constraints, there are still many owners who always confidently say, "Our owners have paid so many property service fees, why do you still support property service personnel?" ? I can't do such a small thing well. I won't pay property fees in the future. I can't do anything satisfactory by paying you anyway. "What kind of equal relationship between the two sides will bear such pressure? This kind of pressure from the owners is something that few people can bear. And people's self-esteem and pride are constantly improving. Faced with the unreasonable behavior of the owners like "abuse" and their arrogant psychology of "being the only one", this feeling of not being understood is indescribable. Therefore, the turnover rate of property customer service personnel is too high, the professional quality of customer service personnel will also be affected, and it is natural to lack industry pride.

4. Some individual owners' own quality is not high, and they often default or refuse to pay property fees for various reasons that are not reasons. At the same time, they confidently asked the property company to provide high-quality "robber logic"! In order to collect property fees, property companies have no administrative enforcement means, so the only way to force owners to pay property fees is to sue owners to recover property fees. However, some property fees are too small, and it is time-consuming and laborious to go to court. Property companies really can't afford to hurt!

Countermeasures and suggestions on the improvement of verb (abbreviation of verb);

(1) As a property service industry association and a national and property-related department, we should actively seek and explore long-term and stable policies to improve the rule of law in property management.

The sustainable and healthy development of property management in the future still depends on the power of the system. In the new historical period, how to promote the legal construction of material management according to the reform ideas, market methods and development laws? How to optimize the legal environment of property management by innovating legal concepts, enhancing legal functions and solving legal problems? Will test the wisdom and will of a new generation of property managers.

(2) Improve the professional skills and personal quality of customer service practitioners.

1, learn to listen to the master's voice.

Timely and efficiently solve the situation reflected by the owner. The so-called listening is not only reflected when we receive complaints from the owners, or when we visit the owners, but always listen attentively to the real ideas of the owners and understand their needs. Only by knowing what the owner needs can we continuously improve the work, methods and methods of customer service according to the owner's needs.

2. Customer service representatives must have a sense of responsibility and mission for their work and pursue customer satisfaction in everything.

Working in the service industry requires service personnel to give customers a satisfactory answer in the shortest time. Therefore, the pressure faced by customer service practitioners is relatively great, but it is precisely because of its particularity that the property customer service work is full of infinite challenges. When you face emergencies, complaints and quarrels from the owners, and you use your wisdom and professional skills to successfully appease and solve problems, the sense of joy and accomplishment brought by that success is beyond words.

3. Pay attention to telephone communication skills.

The customer service front desk faces more and more complaints and complaints from the owners every day. Now the pace of life is relatively fast, and everyone has no time and energy to reflect problems face to face. Many owners take the form of telephone, so customer service personnel have high requirements for telephone communication skills. Not only do you ask for "smile service" when facing the host, but you also need a high-quality service attitude when answering the phone, because even the host can feel your expression and attitude through the phone. And you should also have good telephone etiquette when answering the phone.

(C) establish and improve the customer service system

1. Establish a special customer service and management organization, carry out division of labor and cooperation, formulate service standards and improve the customer complaint mechanism.

The establishment of specialized customer service and management institutions will help the owners to timely feedback their opinions, suggestions and demands to professional functional departments, so that the owners' information can be timely fed back and processed, and a satisfactory answer can be given to the owners.

Good division of labor and cooperation can clarify responsibilities and functions, that is, tasks from people to people and responsibilities from people to people. It can strengthen the sense of responsibility of customer service practitioners and improve work efficiency. Any organization needs the support of the team. Therefore, for the whole property service company, it is still necessary to establish the teamwork spirit of all internal functional departments, so that the whole property company can form a joint force to deal with and respond to the demands of the owners in a timely and efficient manner.

2. Establish a customer information base, scientifically classify and manage customers, integrate customer resources, and change passive service into active service, so as to win the trust of customers better.

The customer service staff is the Commissioner who directly faces the owner, and knows and grasps a lot of related service information of the owner. Therefore, the customer service specialist should save, improve and scientifically classify the owner's information at the first time, so as to communicate with the owner in the later period, understand his usual hobbies and work conditions and customer needs, and change from passive to active service for the owner. Such a system can greatly improve the quality of service.

3. According to the needs of the owners, provide faster, more and more convenient paid services for the owners' life.

As far as the current property service industry is concerned, most property service companies can provide owners with the conventional public services stipulated in the property service contract, but there are many problems in real life, and many owners hope that the property service companies can provide them with more humanized property services. However, most property service companies are afraid of trouble and are very rigid, providing property for owners according to property service contracts. Such service will bring great inconvenience to the daily life of the owners. However, the fierce competition in the property service market and people's increasing requirements are urging property service enterprises to adapt to the development of the times and provide more targeted paid services for the convenience of owners. For example: install light bulbs in the host's home, trim flowers and trees for the host, and fertilize the flowers and trees in the host's home.

4, customer service daily service is fast and efficient, simplifying the workflow.

Everyone hopes that their own affairs can be solved in the shortest time, and every owner hopes that his response to the property can be highly valued and solved quickly and well, which requires the customer service staff to be timely and fast when dealing with the owner's demands. At the same time, it is necessary to optimize the internal workflow of the property management company, integrate the resources of the entire property management company, and form a joint force. After the customer service staff receives the feedback of the owner's demand information, the relevant functional departments will respond quickly and follow up in time to give the owner a satisfactory answer.

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