Work plan of property customer service department

Taking the staff of the customer service department of the property company as the research object, taking the performance appraisal as the main line, and starting from improving the quality of the customer service department, this paper establishes the performance appraisal system of the customer service staff of the property company. This article is the work plan of the property customer service department I compiled for you, for reference only.

Work Plan 1 of Property Customer Service Department: According to the 20xx work plan and many existing problems raised in the company's 20xx work summary and plan, our department put forward the following plans and measures after meeting and discussion:

I. Work plan for 20xx years:

1 Before March, 20xx, make statistics on the detailed information of owners who have been in arrears with property fees for more than three years, so as to ensure that the name, contact information, years of arrears and amount of arrears of each owner are accurate.

2. In March, the multi-storey 20xx annual property fee was urged, and reminders, telephone notifications and SMS notifications were posted to create a payment atmosphere.

In March and April, the heating stopped and various repairs began. In the maintenance work, no matter big or small, all reports are recorded, everything is tracked and returned to the original owner.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continuously organize departmental employees to do regular training.

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and make the work plan for next week.

6. Hold regular quality review meetings of all departments, standardize customer service personnel, enrich professional knowledge, and provide better services for community owners. You can improve your skills by organizing visits to other excellent communities and learning and training related professional books.

7. Improve the owners' files, visit the owners who have no files and the files are not detailed, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees.

8, other work assigned by the leadership.

Second, the problems existing in the work of 20xx and improvement measures:

(In 20xx, the collection rate of property fees is only 70%, including various factors that affect maintenance problems, as well as charging methods, reward and punishment systems and personnel management.

1, the charging method is simple;

In 20xx years, the collection rate of property fees in my residential area was low, and most of the toll collectors used reminders, and most of them were not at home. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable;

Our department now adopts the reward and punishment method of charging 10 households every week. The effect of early charging is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and it was not adjusted in time in the later period. For the collection of property fees in 20xx years, our department proposes to make a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, which not only has the pressure of toll collectors, but also has the temptation to maximize wages after completion.

3. Management of toll collectors.

Last year, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, failure to grasp the ideological trends of toll collectors in time, failure to find problems in time and failure to solve problems well. Last year, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation. I want to correct many problems in my previous work, communicate in time when I find problems, and solve them with a gentle attitude.

(2) The customer service center is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is lax, and the awareness and work motivation are obviously reduced. In 20xx, our department should do a good job in employee management. Before going to work every day, employees should conduct self-inspection and mutual inspection on dress and etiquette, so as to keep a good image of customer service personnel, strengthen the language, etiquette, communication and problem-solving skills training of customer service personnel, and improve their quality. The department has established the concept of "consideration, patience, enthusiasm and carefulness" throughout the owners, and regards the owners' affairs as their own. Strictly implement the company's rules and regulations and severely punish bad behaviors such as playing computer during office hours.

(3) The customer service department did not do the maintenance service and patrol work carefully enough, the maintenance service record was unknown, the patrol area and route were single, and it was not careful enough, and all kinds of potential safety hazards and violations of temporary management regulations were not discovered, solved and reported in time. In the new year, our department will formulate strict inspection standards for residential quarters and decoration, and earnestly implement them, and fill in inspection records in strict accordance with company regulations. Docking repair work should be done regardless of major issues, and everything should be recorded in detail. Make a single-family maintenance file, and the major and minor repairs are well documented.

There are many shortcomings, new problems and chronic diseases in the work of our department in 20xx, but under the guidance and care of the company leaders, all employees in our department are confident to do all the work in 20xx.

Work Plan 2 of Property Customer Service Department: Looking back on 20xx years, the work is full of hardships and frustrations, but it has gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

1, pay close attention to team internal construction and work discipline.

2, regular exchange of ideas.

3. Establish a manager's email address, accept suggestions from employees, and better serve the owners.

4, improve the management system, according to the working standards, work standards.

5. Recruitment and training of personnel.

6, building acceptance content, field trip.

7. Preparation and implementation of house delivery.

8. The management of vacant units and the business of renting and selling on behalf of others.

9. Improve the owner's file.

10, charge for collection.

1 1. Handle the complaints and inquiries of the owners and follow up the work, and establish a return visit system.

12. Organize study and training to improve the working level and quality of employees.

13, visit regularly, solicit opinions from the owner, and continuously improve the quality.

14. Organize community cultural activities and owners' networking activities.

15, responsible for all formalities of check-in, house inspection, house delivery and decoration.

16, sign property contract, decoration agreement and other documents.

17. Carry out other paid services according to the owner's requirements.

18, supervise and inspect the quality of each department, and rectify the unqualified ones in time.

19, hold regular quality evaluation meetings of all departments to continuously improve quality.

20, other work assigned by the leadership.