How to do a good job of property customer service

Question 1: How to do a good job in property customer service? First of all, we must be familiar with laws and regulations. We should be familiar with the Property Law, Property Management Regulations, Interior Decoration Management Measures, Civil Law and other laws and regulations closely related to the daily work of property management services, and manage them according to the law, instead of integrating service and exemption perfectly like guerrillas, and embodying a modern and standardized management team. Secondly, we should be open-minded, strict with ourselves, regardless of personal gains and losses. The nature of the property management industry determines that we often have to work overtime, and we often have no weekends and holidays. Everything should be open-minded, regardless of these gains and losses, the company is the master. Personal work is not only related to the interests of the company, but also directly related to their own interests. You can and should do more things inside and outside the work, and work more hours. In addition to these, we must be strict with ourselves, not doing things we shouldn't do, doing things we should do, and going to work on time. Third, we should have good communication skills. Property management customer service work, to deal with all kinds of people, owners at all levels, all walks of life, suppliers, developers, construction units, * * * functional departments need to contact, but also coordinate with internal departments, so customer service personnel are required to master all kinds of knowledge and skills. In addition to professional knowledge, we should accumulate more social experience, master more personal skills and learn more about other industries. In daily work, we can have different topics for different objects, which has a great relationship with the development of property management. Property management customer service is an art of language, and most of the work needs to be solved through communication, so it largely depends on the language expression ability and improvisation ability of the parties when dealing with problems. Fourth, we should have a good service consciousness and attitude, keep our word, pay attention to integrity and do our duty. As a customer service staff, a good service attitude is a must. Treat the host with your sincerity, patience and sincerity, and treat the host with a calm and gentle tone. You must be loyal to the present, never go against it, and never forget it. Because every word and deed represents the management service center. Fifth, provide value-added services, close to the hearts of owners. In daily property management activities, in addition to maintaining environmental sanitation and safety management in public areas, courtyards, roads and other related areas according to the agreement of property management services, there are many services that belong to the category of value-added services. To handle these value-added services well, my opinion is: 1, the charge should be reasonable, not too much higher than the market price, subject to the provisions of the price bureau; 2. The quotation before service can be started only after the owner has passed the acceptance; 3, the response should be quick, the owner quotes, and the management service center personnel should follow up quickly to make the owner feel efficient and fast; 4. There should be follow-up and return visit after treatment, and the real end is after the return visit, not after the payment is completed. Sixth, change the management mentality into the service mentality. This is an old problem in the industry, but the quality of handling this problem by property management personnel directly affects their daily work. Managing the property and serving people is the definition of the industry. Personally, I think that since the service is for the owners and the property is the owner's property, the property management company should not only serve the owners, but also serve the owners' property, eliminate the concept of management and regard itself as a waiter. The relationship between property management, customer service staff and owners should not be the relationship between managers and the managed, but the relationship between the server and the served. Customer service personnel can only do their daily work well if they correctly understand the difference between the two. If customer service personnel always pretend to be managers, it will not only be difficult to solve the problem, but also bring many negative effects to the company with the attitude and tone of managers and owners. Changing the mentality requires the customer service staff to face and solve all kinds of problems in the process of face-to-face communication with the owner, and encounter some unpredictable situations, such as the owner's accusation, spite and even scolding. What kind of mentality should be used to face and solve the problems? My experience is that under such circumstances, a calm heart, a fair stand, a smiling face and the principle of multi-angle thinking can often play a role in reconciling and resolving contradictions.

Question 2: How to do a good job in property management services Facing this problem, we must correctly realize that property management includes not only management, but also services. Paying attention to commodity management and lacking humanized service can not effectively meet the needs of owners; Outstanding service and inadequate management will lead to the disconnection between management and service. We must look at the problem from the perspective of development. Only by recognizing that management is the fundamental task of a property management company and service is the link that runs through the whole property management work, can we really raise the level of property management to a new level by grasping both management and service. The service object is the owner, and the satisfaction of the owner is the standard to measure the property management service. Therefore, all service work should revolve around this core. The quality of service directly affects the owner's satisfaction with property management, the economic benefits of the enterprise and the reputation of the enterprise, which is the importance of service in the management of our property management company. So what? First, the cultivation of service awareness To do a good job in service, we must improve our service awareness. In other words, we should clearly know that property management is a service industry, and property management enterprises are not * * * management institutions, but service units with equal relations with owners. The agreement signed between the property management company and the owner is an entrusted service agreement. Service level is the only criterion for owners to evaluate property companies. If the service is good, the contract can be renewed. If the service is not good, it will affect our renewal. Take our usual management of illegally parked vehicles for example. If the security guard says, "Hey, your car can't park on the fire escape, just drive away." Will the owner of illegal parking do as you say? If you say, "Sorry, parking is not allowed in the fire escape. Would you please park your car in the parking space? " . I believe that the owners of illegal parking will be very cooperative. It also tells us that the change of service consciousness will make our property management service work better. Second, through learning and training, improve the quality of employees. Learning and training is a process of adapting to new jobs, and it is also a process of mobilizing enthusiasm. Learn from books, from role models and from advanced experience. Through study and practice; Study again and practice again. Proactive in the work, good at finding problems, carefully analyzing and judging the reasons and properly handling them, applying the professional knowledge and skills learned to practical services, gradually improving the service quality through practice, and constantly improving the comprehensive ability of employees to solve problems. To provide standardized, standardized and scientific quality services for the owners and satisfy the owners, a group of employees with working ability and high comprehensive quality are needed. Property management services, seemingly simple and trivial, actually cover all aspects of knowledge and skills, as well as the comprehensive ability to judge, analyze and solve problems. Daily safety, fire protection, cleaning, greening and maintenance work should have relevant knowledge and practical ability, and each work should be put in place in a down-to-earth manner. If some details in the daily work of security guards reflect the quality of our employees, we need to check each other's certificates and say, "Sir (Miss), please show me your certificates." After verification, you should say, "Thank you!" . When an old man or someone lifted a heavy object, he said, "Sir (Miss), do you need any help?" When others thank you, they should say, "You're welcome, this is what I should do." . Our property management company has many services and jobs. Therefore, when dealing with the owners, the norms of their own behavior, including uniform clothing, civilized manners, friendly attitude and friendly language, are the embodiment of the quality of our employees and an important standard for the owners to measure the service level of property management companies. Having a management team with high professional level and strong self-quality requires us to study, train and practice continuously. Third, the enthusiasm of every department and employee is needed to establish a clear and reasonable responsibility system and enhance the ability of management cooperation. Goals should be implemented in the goals of various departments and individuals. Therefore, giving each employee a clear task and responsibility, formulating specific, clear and strict assessment methods, and organically unifying responsibility, right and benefit can ensure the implementation and completion of the target tasks. And effectively guide the behavior direction of employees. The responsibility system must be systematic and thorough. Every level, every department and everyone should be included in every corresponding responsibility system, and the objectives should be decomposed and implemented step by step, reflecting a reasonable division of labor and cooperation. With the concerted efforts of Qi Xin and the implementation of the work, the quality of service is naturally guaranteed. Fourth, strengthen communication with the owners. Another key for our property management company to provide good service is to strengthen contact with the owners and listen to their opinions while improving the service quality. Understand their needs and have any comments and suggestions for our property management company. Solve the problem of the owner and ... >>

Question 3: How can we do a good job in property management? The focus of property management is safety and hygiene, because these two points are intuitively felt by owners every day. Property management has no customer service, and the products it produces are directly oriented to the owners. Without intermediate products, the words and deeds of property management company employees represent the company's image. Therefore, the requirements for service quality are very strict, and we should think what the owners think and be anxious about what the owners are anxious about. The most important thing is to let the owners feel that property management does not exist in the form of a company, but in the concept of home. The concept of home is roughly safety, warmth and so on. Suggest that you; Refer to some books and periodicals in this direction. However, due to different regions and cultural customs, we must never copy them. Often do a survey of owner satisfaction and make a real plan. Property laws and regulations have long been promulgated. I wish you success and good luck in the new year.

Question 4: What does the property customer service do? Property customer service is not security. Customer service is the bridge between the property and the owner, and its main tasks are as follows:

1, file management. Including the registration, recording and updating of archives.

2. Handle customer communication and complaint events, register such events and inform them of their corresponding responsibilities.

3. Check-in, decoration procedures, parking lots, clubs, swimming pools, community venues, goods release and other related procedures.

4. Collect management fees and other fees

5. Prepare relevant company reports, formulate notices and implement training.

Question 5: What are the contents of property customer service? 1. The main contents of property customer service are as follows:

1, responsible for the issuance of property management fee notice and the collection of fees;

2, responsible for collecting user information within the jurisdiction, do a good job in the management of user files;

3, responsible for the company's service hotline on duty, and collect all the records of the hotline, record the maintenance and service quality, and be responsible for contacting the owners and residents;

4. Responsible for handling letters, visits and complaints from owners and residents, and timely reply, follow-up and inspection;

5, responsible for the owner, household satisfaction survey, do a good job of statistical analysis of all kinds of data about the owner, household satisfaction survey;

6 responsible for the publicity and investigation of the owners and tenants within the jurisdiction;

7, on-site management of various activities held within the jurisdiction;

8. Supervise and manage public facilities, fire-fighting facilities, environmental sanitation and advertising posters inside and outside the jurisdiction;

9, responsible for the supervision and management of users in and out of the goods;

10, implement the company's management rules and regulations.

Second, the property customer service requirements are as follows:

1, college degree or above;

More than 2.3 years of professional property management experience, at least 2 years of daily work experience in management office;

3. Familiar with property management workflow, regulations and relevant laws and regulations, and have rich experience in property engineering, security and cleaning management;

4. Have the ability to independently handle and follow up daily management affairs;

5. Have strong language expression and communication skills, and be good at communicating with customers and relevant departments.

Question 6: What does the customer service of property management do? Basically: responsible for the issuance of property management fee notice and the collection of fees; ? Responsible for collecting user data within the jurisdiction and managing user files; ? Be responsible for the duty of the company's service hotline, collect and master all the records of the hotline, record the maintenance situation and service quality, and be responsible for contacting the owners/tenants; ? Responsible for handling letters, visits and complaints from owners/residents, and responding, following up and checking in time; ? Responsible for the owner/household satisfaction survey, and do a good job in statistical analysis of all data of the owner/household satisfaction survey; ? Responsible for the publicity and investigation of the owners/tenants within the jurisdiction; ? On-site management of various activities held within the jurisdiction; ? Supervise and manage public facilities, fire-fighting facilities, environmental sanitation and advertising posters inside and outside the jurisdiction; ? Responsible for the supervision and management of users' goods in and out; ? Implement the company's management rules and regulations.

Question 7: How to provide good property management services? For the problems raised by the owner, we should make timely amendments and try our best to meet the requirements of the owner. If the property management company feels that the management ability is not enough, you can look at the platform of P a a S, which can help the property management company to put forward the supply management plan and let the property management company better serve and manage the owners.

Question 8: What does the customer service in residential quarters usually do at work? Responsibilities of customer service department of property management company.

The customer service department is the integration center of service demand information and feedback information of the property management company (management office), the acceptance department of the owner's business application, the coordination and command center of relevant operation departments to meet the owner's needs and solve complaints, and is responsible for the daily inspection and management of property facilities and buildings in the jurisdiction. Collection of owners' management service fees, building inspection, on-site coordination and inspection involving owners' maintenance. Its main responsibilities are:

1, responsible for the reception of business owners, the acceptance, follow-up and return visit of all kinds of complaints and repairs, and statistical analysis of the feedback information obtained from the original business owners in the process, and suggestions for improvement;

2. Responsible for planning, organizing and implementing the satisfaction survey of business households, sorting out, counting and analyzing the obtained information, and proposing corrective and preventive measures;

3. Accept all kinds of applications from business owners, including decoration application, handling of relevant documents, billing of expenses, etc.

4. Be responsible for establishing, updating, supplementing and keeping business records;

5. Assist the person in charge of the property management company to handle the working relationship with relevant departments;

6. Be responsible for the business skills training of employees in this department; Timely supplement and improve the department's rules and regulations and service processes.

7. Responsible for the distribution, statistics and collection of property management service fees;

8. Transcription and allocation calculation of public water and electricity meter readings, and transcription and review of household water and electricity meter readings;

9, responsible for the area of buildings, public facilities and public facilities maintenance billing, supervision and acceptance;

10, responsible for the daily supervision and acceptance of renovation projects of business units in the jurisdiction;

1 1. Make regular home visits to the owners and assist the customer service department to sort out, count and analyze the information obtained during the home visits;

12, on-site follow-up, coordination and inspection of the operator's indoor maintenance warranty, on-site handling of operator complaints;

13, actively mediate disputes between operators during use;

14, responsible for the annual satisfaction survey of the property under management.

Question 9: What is the prospect of the post of property customer service? If you are tired from work, it is recommended to choose office property customer service. Because the future urban development will focus on the development of skyscrapers, the development prospect of office customer service is good.