Monthly work plan of property customer service

The main job of property customer service is to serve the owners, manage customer relations and collect the opinions of business owners. The following is my monthly work plan for property customer service. Welcome to reading.

Monthly work plan of property customer service 1 Due to the particularity of our higher education property, under the premise of customer service-customer satisfaction, we can adopt an analytical and comprehensive method, change the segmentation, adjust the vertical control, save the allocation of resources, simplify the service procedures, do a good job in customer service, and promote the head office to improve its performance and become bigger and stronger. The following is the work plan.

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department).

(3) Do a good job in customer service and front desk service.

1, customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments in the school, and other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(four) to coordinate the handling of customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. There should be no less than two human resources, and the staff should have a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing the other, and gradually establishing norms and improving customer service.

Verb (short for verb) Budget.

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If you don't make a budget, there may be no funds. According to the principle of economy, the budget is 500 yuan/month, and the annual official expenditure is 6000.00 yuan.

The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, and it is a business department rather than a management department. In the future, if the bidding for property services in Shuang Fu Park can be successful, the customer service center can adopt the model of "Longhu Community".

The above work plan is only used as the idea of "cadres quitting the league" and "quality, reform and development" organized by the customer service department for the head office, and may not be implemented immediately. Practice is the only criterion for testing truth. Customer service should be gradually improved and upgraded according to its own characteristics. We continue to explore in our work, with the aim of providing logistics services and making the company bigger and stronger.

Monthly Work Plan for Property Customer Service 2 Since the organizational structure was adjusted from June 5438 to February last year, the daily work in Yuyuan District has been carried out smoothly under the correct guidance of the company leaders, and the quality of cleaning and greening work has been obviously improved, but it is still weak in terms of vehicle order management, public facilities and equipment maintenance, and team training and construction within the department. Personally, I have been working on the property customer service line, and my contact work mainly focuses on customer complaint handling, internal and external communication and coordination, community cultural activities and so on. I don't have comprehensive knowledge of other departments in technical operation and internal management, especially in detail management of engineering and safety. 20XX will be a year of comprehensive improvement in our property management, and I will try my best to make up for the shortcomings and improve in an all-round way to keep up with the development needs of the company. Specially formulated the 20XX property management work plan:

According to the company's strategic objectives and work deployment in the new year, the work plan of Yuyuan District in 20XX will be centered on "Service Quality Improvement Year". The main work plan is as follows:

The first is to fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize the daily work management with the system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

In the year of 20XX, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.

The monthly work plan of property customer service is 3 1. The working hours of the customer service department are 7: 00-14: 00/4: 00-21:00. After the number of residents in the community has increased to a certain extent, the customer service department will also implement a 24-hour working system.

2. In combination with the actual situation, cooperate with the engineering department to formulate paid and unpaid service items and charging standards, and notify each owner;

3. Continue to make home visits, but don't concentrate on a certain period of time to reduce the boredom of customers being disturbed. Customer service personnel visit no less than 4 households every month, and enrich and improve customer information during the return visit;

4. The renewal speed of residents in the community is accelerated. The customer service department conducted a survey on property management satisfaction in May and June 165438+ 10 to strengthen the impression of the management office among residents.

5. Look for all professional companies that can provide professional services and cooperate with our office to provide more comprehensive and professional services for residents in the community, such as cleaning, housekeeping/nanny, pet care, etc.

6. Carry out community cultural activities, such as some important Chinese and Western festivals, spring and winter sports meetings, etc. Publicize the management plan and charging standard of the activity center of Nanhui, implement the management personnel and open the activity center as soon as possible;

7. Customer service personnel standardize services, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning related professional books.

8. Implement housing, find customers, and strive to develop tenants belonging to the company;

9. Instead of concentrating the urging work in a period of time, we should integrate the urging work into our daily work.