Problems and countermeasures of customer service in property service enterprises

With the development and progress of society, owners pay more and more attention to the service level of property services, and their requirements are getting higher and higher. In the past, extensive management services can no longer meet the needs of owners. Picky? At the same time, in order to develop and grow, property service enterprises must improve their service quality, and refined service is a necessary condition to improve the quality of property service, and customer service, as the core link of property management service, can not be ignored.

Customer service is a lubricant, which makes all departments of property service enterprises in its? Lubrication? It runs smoothly. As the first window to contact with the owners, it not only undertakes the work of accepting complaints and repairing, but also undertakes the task of transmitting all the information of the service center to the owners at any time, showing the owners the good professional quality and service consciousness of property practitioners, and showing the good corporate image and service brand influence of property service enterprises to the society.

This paper puts forward some superficial views and suggestions on the problems and puzzles existing in customer service of property service enterprises from four aspects: imperfect national property management laws and regulations, property service enterprises, property service practitioners and owners.

First, the relevant national laws and regulations on property management services are missing and need to be improved.

1. If the property management regulations were promulgated 10 years ago, are there any property service companies? The law is omnipotent? 10 years later, looking back at the difficulties and obstacles encountered in the implementation of the Property Management Regulations, do we have an extra copy? Gradualism of the rule of law? Calm down. In a country that has not experienced the full baptism of democratic culture, the infiltration of traditional civil law and the nourishment of modern business ethics, the legal effect of property management regulations is inevitably restricted by China's inherent historical tradition and cultural soil, and it is faced with the embarrassment and deficiency of congenital deficiency and acquired weakness. Legal idealists and property service companies will inevitably lament that only property management regulations are seriously inadequate! Property service enterprises call for the early arrival of the spring of legalization of property management services!

2. The property service market lacks market cultivation, the public media is biased, the relevant property policies and legal environment promulgated by the government are poor, and the attention to the benign development of the property industry is not high. For example, the tax rate: in the construction and transportation industries, the tax rate is only 3%. Compared with the property service industry, the profit is low, but the tax rate is as high as 5.75%! Really make the property company crazy!

3. Is it difficult for the judiciary to protect the rights of property enterprises? Justice? As Chen Wei, director of the Property Management Department of the Ministry of Housing and Urban-Rural Development, said? What people are really afraid of is not the law, but the real implementation of the law! ? 10 for many years, there are three main misunderstandings in the trial practice of the court in dealing with property management disputes: First, the litigation channels are not smooth and the cost is high. In order to control the number of cases in which property service enterprises sue owners for arrears (some courts even refuse to accept cases of recovering property fees for several years), it is suspected that property service enterprises are deprived of their litigation rights. Moreover, for a large number of cases of the same type of recovery of property fees, it is required to file one by one, which increases the litigation cost of the parties to the property enterprise. Second, judicial trial interferes with the autonomy of the will. When dealing with property management disputes, some courts pay too much attention to the social and political effects of the trial, pay too much attention to balancing the legitimate interests of both parties, and ignore respecting the autonomy of the parties. Habitual adoption? Property fee concessions? Compromise way to deal with cases and disputes, and even extreme cases of replacing the standard of property fees agreed in the contract with court decisions! Third, judicial interpretation increases the risk of termination. After the owners' congress decides to dismiss the realty service enterprise according to the procedure stipulated in Article 76 of the Property Law, the people's court shall support the owners' committee's request to terminate the realty service contract? , which directly leads to the instability of property service contracts at any time, brings huge and potential legal risks to property service enterprises and becomes a high-hanging property service enterprise? Sword of Damocles? ! Property service enterprises have long lost the opportunity before the law if they want to survive and develop. When there is a property dispute with the owner? Defeated before the war No wonder! Fourth, even if the property service enterprises win the lawsuit of property fee collection, many owners just don't execute the court's judgment, which makes it difficult for the property companies with small profits to operate normally!

Second, the current property services companies in customer service problems and deficiencies

1, the management mechanism of property service enterprises is not perfect.

First, most property service companies are still in their youth, and their own operating mechanisms have not really been perfected. Second, many property companies are inextricably linked with real estate enterprises, and some properties even rely heavily on the survival and development of real estate developers. One of the most prominent manifestations is the quality problems of housing projects left by developers, including disputes caused by the inconsistency between parking spaces, green spaces and other supporting facilities and the agreement when selling houses. When the owner can't find a developer after moving in or can't handle it in time, the owner can only point the finger at the property service company and ask the property service company to solve the problem, otherwise he refuses to pay the property fee, leading to property disputes. Moreover, many property companies have close relations with developers objectively, which further leads to the emergence of property disputes between owners and property service companies.

2. The credibility of property service enterprises is low: the property services provided by property service enterprises have positive social impact and social value in benefiting people's livelihood, maintaining stability, promoting harmony and promoting employment, but there is a serious lack of objective and fair social evaluation. For a long time, some irresponsible media have unfairly reported and tendentiously exaggerated the property service events, which has brought extremely adverse effects on the survival and development of property service enterprises.

3. At present, the labor cost of property service enterprises accounts for 60-70% of the management cost of pipeline industry. At the same time, the pricing of property service fees is limited and difficult to adjust, which has not formed a real? Market supply and demand value system? The rigid cost of the property industry is rising year by year, and the rigid demand of the owners for property services is also rising. Triple pressure leads to difficulties in the operation of property service enterprises. It is impossible for a smart woman to serve the owners well and pragmatically.

4. The staff training of property service enterprises is lacking or not in place.

Any company or enterprise with standardized management should carry out regular or irregular training for employees at all levels to promote employees to keep pace with the times and improve their comprehensive quality. However, as far as the current property service industry is concerned, there are not many companies that can provide targeted, systematic, regular and irregular training for employees, because the property industry is originally a meager profit industry, coupled with labor shortage and high cost, there is no profit at all! This is also an important factor that leads to the low service level of the whole property.

5. The current labor cost of property service enterprises is too high. If the 1990s were the spring for the development of China's property management industry, many labor-intensive enterprises have mushroomed at present, which makes property enterprises really feel the cold and predicament of the development of industries with difficult recruitment, high cost and low profit in winter! Because of this, the development of property enterprises has been seriously restricted and encountered bottlenecks. Many property companies can only rely on subsidies and exemptions from developers.

6. Shortage of property professionals: social re-education has not paid enough attention to the property industry, the content of the education system has not been adjusted in time according to the employment needs of enterprises, and the investment resources and training costs of social professional education are insufficient. The responsibility of professional training and cultivation almost completely falls on the property enterprises.

7. The relevant state departments and property service enterprises have not paid enough attention to the publicity of property management-related policies, laws and regulations, and the publicity is not in place.

Third, the problems of customer service practitioners themselves.

1, the quality of customer service employees is generally not high.

Compared with the rising service demand level of owners, the professionalism and service awareness of property customer service practitioners are generally not very high, forming the relationship between property services and owners' needs. Contradiction between supply and demand? . If the quality of customer service practitioners is not high, it will be difficult to provide satisfactory service to the owners. Article 33 of the Property Management Regulations stipulates that property management personnel shall obtain professional qualification certificates in accordance with state regulations, but those who actually engage in property management rarely obtain professional qualifications of property management personnel and have senior management qualifications (such as property management enterprise managers and department managers). ). Three chief teachers? There are only a handful of employees, and the image of low quality and inadequate management services in the property management industry is more common. As a new industry, it is the primary task of property service enterprises to establish perfect industry management norms and practitioners' code of conduct and strive to improve the professionalism and service awareness of property practitioners.

2. The service consciousness of customer service practitioners is not strong.

With the continuous progress of society, the level and quality of people's demand for services are also increasing, and the pursuit of realizing their own value, being respected and recognized is becoming stronger and stronger. The owners hope that their demands can be dealt with and answered in time. However, many customer service personnel can't put themselves in the owner's shoes, and their general service awareness is not strong. They always take an attitude in the face of their hosts' complaints and opinions. Stay at a respectful distance from sb? Attitude, think that the owner is very annoying, any trivial matter of sesame and mung beans should find the property, think that the owner is ignorant of the work done by the property, and most of the customer service staff do not have much patience to explain and explain to the owner, thinking that it is in? Play the lute to a cow? It's a waste of time, and some customer service staff even ignore the opinions, suggestions or requirements of the owners, or hang up their own affairs, or are afraid of trouble to shirk. How can this serve the owners well and satisfy them?

3. The professional skills and quality of customer service practitioners are not high.

? The customer is God? In the property service industry, the owner is the god of the property service enterprise. Customer service personnel should fully reflect their professionalism when facing the owner, so that the owner can feel the super-class property service level, so that the owner can intuitively feel that the property service fee he pays is directly proportional to the service level he enjoys, and even make the owner feel that it is worth the money. Only in this way can the service be recognized. However, the reality is that many property service companies seriously lack investment in the professional training of customer service personnel, which leads to this phenomenon. First, the property management company is a low-profit industry, in order to save costs, and second, the importance of providing good customer service for owners has not been paid enough attention.

Fourth, some problems existing in the owners themselves are universal.

1. The owner has a very poor understanding of what property service is and the content and nature of the property service contract. Some owners even know nothing about the connotation of property services.