Customer service confirmation application report [3]

# Report # Introduction Customer service refers to a customer-oriented value, which integrates and manages all elements of the customer interface with a preset cost-service combination. The following is the application report confirmed by customer service, for reference only!

Tisch

Looking back on 20 18, the customer service department of property management company can be said to be a year of further development and continuous improvement of various management functions. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented.

Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of various rules and regulations preliminarily improved in 20 1x, the focus of 20 18 is to deepen implementation. Therefore, the customer service department has deepened its knowledge and understanding of property management according to the company's development. The customer service department also adjusted the relevant customer service system in time to better adapt to the new situation.

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

Under the personal guidance of the property management company for many times, our department has carried out systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Third, the daily maintenance processing

According to the Daily Work Record, record the complaints and service items of the owner's calls and visits, actively schedule the work according to the different maintenance contents, and solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

In the whole year, customer service handled a total of 14346 repair calls, and solved all kinds of faults 14346. The solution rate of eliminating the original construction problems and repairing faults was 100%. * * * Received 984 complaint calls, and handled and fed back 984 calls in time.

Fourth, the information release work

* * * A total of 23 written notices were sent to customers. * A total of 1386 notices were sent, so as to ensure that the intention of the notice was sent in a timely and detailed manner, with clear expression and accurate wording, and at the same time actively cooperate with the contents of the notice to make relevant explanations.

Verb (abbreviation of verb) collection of property fees

According to the charge notice issued by the company, actively explain and inform the property fees, and do a good job of dunning.

VI. Collection of water and electricity charges

Do a good job in the first meter reading. Complete monthly water and electricity meter reading on schedule, and complete monthly water and electricity cost data entry and billing in time. After printing the payment notice, mail the payment notice to all households on time. Users who fail to pay on time will be urged to pay, and those who fail to pay will be stopped.

Seven, establish and improve the owner file work.

Improve and update 256 owner files, and constantly supplement the owner's electronic files. Access cards 159 person-times, and 245 apartment residents registered. Apartment occupancy permit (temporary residence permit required) totals 26 person-times.

Eight, shortcomings in the work, problems and difficulties:

1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.

2. The follow-up and feedback of some repair reports are not timely enough.

3. The timing, methods and methods of collecting various fees of the property are not perfect.

4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

5. The construction of spiritual civilization, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not been organized.

We are full of confidence and hope in 20 18. In the new year, we will definitely strengthen our study, provide standardized, fast and effective services under the direct leadership of the property management company, do a good job in reception and improve the service quality of the property.

extreme

Time is slipping away at your fingertips, and the new year is coming. Unconsciously, I have been in the property customer service department for more than two months. Although it was only two months, it benefited me a lot. Because of the care and guidance of leaders and colleagues during this time, my work has been greatly improved. As the new year is approaching, I will summarize my personal work in the past few months as follows:

1, 40 households in this building * * *, 24 households moved into decoration * * *, 13 households closed their houses, 1 households sold, 2 households did not sell, and the property management fee collection rate was100%;

2. Patrol the lobby, amusement park, elevator and access control every day, report and follow up the problems in time, maintain public order in the concierge lobby and standardize the placement of related items;

3. Send and receive the owner's mail, packages, bills, etc. And do a good job in registration, storage and distribution;

4. Collect various fees and issue various notices; Accept the owner's complaints and repairs, follow up and reply to the owner's progress in time, and make records;

5. Be responsible for the management of the owner's decoration process, track the owner's rectification and make records;

6. Submit the owner's occupancy list and owner's dynamic table of the responsible building every month, update the owner's contact information, master the information of foreigners' information machine renters in the responsible building, and manage the owner's filing cabinet information of this building.

In the brand-new 20xx year, I will try my best to correct the shortcomings in my work and constantly improve and strengthen my work in several aspects:

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

2. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

3. Communicate and learn more with colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can enter this lovely and excellent team in Palm Springs. In Palm Springs, the company's cultural concept and working atmosphere have unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in the new year's work! The above is my summary of last year's work. In the next job, I will work hard and learn more work experience. I will also ask the leader to comment on my shortcomings during my work.

Tisso

Some people say that time flies, and now I finally understand the true meaning of this sentence. Unconsciously, I have been in this company for more than a year. In 20 18, under the correct leadership of the company's superior leaders and supervisors, and with the unity, cooperation and concern of my colleagues, I successfully completed all the tasks this year, and my professional level, quality and ideological and political aspects have been further improved. In order to better promote the work of this post, I will now summarize and report my personal work in the past year as follows:

When I first entered the company, I have been learning service terms and practicing Mandarin nervously. It is said that details determine success or failure, and many people will ignore it disapprovingly. But in fact, we don't need to do much every day. As long as we insist on doing every detail of the work carefully, it will be a great thing. As a newcomer, I first thank my colleagues for their concern and care, which makes me more and more confident in my work.

As the saying goes, there is no Fiona Fang without rules. There is no doubt that in our daily work, we must first abide by every rule and system of the company, implement every workflow and remember every standard clause. In addition, I think we should also pay attention to the following details and constantly improve ourselves in practice.

First, take the initiative to call. Today, in the era of commodity economy, time is money, so we should save precious time for our customers and ourselves. Complete the tasks specified by the company as soon as possible.

Second, the expression and tone are pleasant. One of the basic characteristics of our work is that we don't meet customers and don't transmit information through voice, so our facial expressions, tone of voice and intonation are more important. Although I am an ordinary operator, I know that my every move, words and deeds represent the image of our company. Therefore, on the phone, an excellent operator must have a smile, a calm tone, a relaxed tone, and appropriate words, giving customers a pleasant feeling, making customers infected by our relaxed pleasure and making their work better. From the moment I took up my post, I made up my mind: I must be a qualified and excellent company employee. Speaking of it, it is easy to be an operator, but it is difficult to be an excellent operator. A journey of a thousand miles begins with a single step. I will learn from small things and start from small things.

I haven't contacted the operator for a long time. Compared with my old colleagues, I am a novice. But this can't be the reason why I can be worse than others. On the contrary, the more because of this, I will pay more energy and time to study than others, in order to keep up with everyone's pace and create better performance for the company.

In the first half of 20 18, I will give full play to my advantages, improve my shortcomings, broaden my thinking, be pragmatic and do my best to do my job well. To this end, I will plan my work for the first half of the year as follows:

The first is to strengthen overall planning. According to the annual work requirements of the company's leaders, make specific plans for the work in the second half of the year, clarify the content, time limit and goals to be achieved, strengthen coordination among departments, organically combine all work, clarify work ideas, improve work efficiency and enhance work effectiveness.

Second, strengthen the construction of work style. Always maintain a good mental state, and carry forward the work style of hard work, advancing despite difficulties, striving for perfection, being rigorous and meticulous, and being proactive.

Everyone says that if you want to do a good job, you must first love it. In this year and a half of work, I found that I like this job more and more. In my future work, I believe I will abide by every rule and system of the company, make a good work plan for the operator, implement every work flow and remember every standard clause. Be strict with yourself: nothing, only better.

I clearly know that I still have a long way to go to become an excellent operator, but I believe I will continue to learn, sum up experiences and lessons, learn from each other's strong points and make it better in the future!