Summary of property customer service reception work

Summary of property customer service reception work

Time flies and hard work has come to an end. Looking back on the past work, I have gained a lot, so I need to write a work summary carefully. So how do you sum up your works and write new tricks? The following is a summary of the property customer service reception work I collected for you, hoping to help you.

Summary of property customer service reception 1 xx year can be said to be a year of development of the property department of * * * *. We are constantly improving and perfecting various management functions. During this period, the customer service work of the property department has been concerned and supported by the company leaders, and at the same time, it has also been greatly assisted by various brother departments. After the efforts of all the customer service staff in the past year, the customer service work of the property department has made great progress compared with the previous year. With the continuous improvement and implementation of various work systems, the concept of "customer first, honesty first, doing things with heart" has been deeply imprinted in the mind of every customer service staff. The new year is approaching. 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 the property department system.

On the basis of the preliminary improvement of various rules and regulations of xx, the focus of xx is to deepen implementation. Therefore, according to the development of the company and the continuous development of the property management industry, the customer service department of the property management department actively responds to new forms and needs, and trains and assesses customer service personnel in batches to deepen their knowledge and understanding of property management. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service of the property department has also adjusted the relevant customer service systems in time to better adapt to the new situation;

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

A good customer service management and service, staff's professionalism and work attitude play a decisive role. In view of the lack of theoretical knowledge of customer service staff in xx years, a lot of training has been given to customer service staff in xx years:

1. There are various training forms such as theoretical explanation, practical operation and discussion, which fundamentally improve the comprehensive quality of customer service personnel.

2. In line with the idea of going out and inviting in, employees were organized to visit and study Jones Lang LaSalle and other brother enterprises, which broadened their horizons and made the management concept keep pace with the development of the industry.

3. Respond positively to the newly promulgated laws and regulations. The most important new regulation of property management industry issued by Xi in xx is Xi Heating Management Regulations. In view of this situation, the leaders of the commercial management company arranged customer service personnel to participate in the regulation training organized by the heating company in time. Through this research, our work is more comfortable. At the same time, the customer service of the property department organized personnel to study and discuss for the first time. And a strict closed-book examination was conducted, which deepened the memory of the customer service staff on the basis of understanding, made sufficient theoretical preparations for the heating work in xx winter, and ensured the smooth development of the heating work in XX winter. By the end of xx, there were no complaints caused by heating work.

Third, the annual review of the property charging standard and parking fee standard in xx was completed as scheduled.

Standardized property management enterprises must have laws to follow in charging and service work, and charge fees in strict accordance with the standards of price management departments. In April, xx, we actively prepared relevant materials, examined the property management fee standard of Blue International Building, resolutely put an end to the phenomenon of arbitrary charges and safeguarded the legitimate rights and interests of the owners.

Four, in response to the call of the state, actively promote energy saving and consumption reduction of office buildings.

With the rapid development of science and technology, the use of energy is becoming more and more tense, and the promotion of energy conservation and emission reduction in all walks of life has been promoted to a certain height. In response to the call of the country, the customer service of the property department contacted the planning department of the company, put forward suggestions on energy saving and consumption reduction, and publicized them among the owners, so that everyone can develop good working and living habits and achieve the purpose of energy saving and consumption reduction. At the same time of saving energy and reducing consumption, the customer service also made common sense of heatstroke prevention and cooling according to the actual situation of high temperature in Xi 'an in summer, and distributed it to every car owner, so that everyone can keep in good working condition and improve emergency response ability when encountering such problems.

Fifth, the sporadic delivery work in the later period was carried out in an orderly manner.

By the end of xx, 65,438+080 rooms have been delivered in the International Building, including 46 rooms in Area A and 65,438+034 rooms in Area B. 176 households have been renovated. With the strong presence of large enterprises such as xxx, the commercial atmosphere in xxx area is stronger and its international reputation is constantly improving.

Property fees are gradually on the right track, and various cost indicators are completed as scheduled.

In terms of customer service, the collection of property fees in xx years has increased a lot due to objective conditions such as the Wenchuan earthquake. In the face of heavy resistance, all customer service personnel in the property department are not afraid of difficulties. With patient explanation and smiling service, owners gradually realize that the losses caused by objective and actual conditions are beyond anyone's control. In the whole year, more than 990,000 yuan of property fees were collected, and more than 280,000 yuan of parking fees, advertising fees and other income were collected, basically completing the charging target set by the company at the beginning of the year. At the same time, the users who have been in arrears for xx years have been actively collected, and all of them have been paid except for some living outdoors that have not been renovated in the field for the time being.

Summary of property customer service reception 2 xx years can be said to be a year of growth and development of xx property, and we are constantly improving and perfecting various management mechanisms. Among them, the work of the property customer service department has been concerned and supported by the company leaders, and at the same time, it has also received great assistance from various brother departments. After a year's efforts by all the customer service staff, various work systems have been continuously improved and implemented. The concept of "service first, doing things with heart" is engraved in the hearts of every customer service staff. The new year has arrived. Looking back on the customer service work in the past year, there are gains and losses. The annual work is summarized as follows:

Six of the eight employees in the customer service department have worked for less than half a year this year, which is also the fresh blood of the enterprise. After joining the department, they will master the workflow of the department in the shortest time and adapt to the post work as quickly as possible. Customer service staff will study their job knowledge carefully and answer the questions of the owner in time. In the year, it received more than 10,000 calls 1 10,000, and the customer service staff visited more than 200 households and delivered more than 20 notices. By the end of 20xx65438+February, 8,483 families had obtained housing, 6,976 families had completed renovation, and now there are more than 3,500 families living in this community.

Collection of property fees this year; At present, the collection date of 1, 2 and 3 property fees is divided into four stages, which increases the difficulty of collecting property fees. Since August, the customer service department has called the owners who are in arrears with the property fees, asking the owners to pay the property fees through remittance and counter settlement, and reminding the owners who are now living in the community who are maliciously in arrears with the property fees to stop all services within a time limit. In the process of urging the payment of property fees, although our customer service staff was attacked by the owner's incomprehension and language, the customer service staff could explain to the owner with a service-oriented working attitude. By the end of 65438+February, 6,247 owners had paid property fees, accounting for 75% of the total. This achievement is inseparable from the efforts of each of our customer service staff.

In order to ensure that the owners of the community can take the shuttle bus normally and prevent people outside the community from taking it, which wastes community resources. The customer service department standardized the issuance of bus cards for car owners, strictly checked the information of car owners when issuing cards, and limited each household to issue one card, checked the identity of car owners for recharging the car cards, and registered the loss report for replacement, thus controlling the outflow of bus cards. In xx years, the main maintenance projects reflected by the owner were common problems such as water seepage from the external wall, water seeping into the unfurnished house from the bay window, water leakage from the toilet sewer pipe, door locking windows, corridor lighting, elevator shutdown and so on. The customer service department has reflected the above problems in time, sent staff to solve them in time and paid a return visit.

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows:

The staff's professional quality and service level are low, mainly manifested in the immature skills and methods to deal with problems, insufficient experience in dealing with emergencies, and low professional quality in service. Problems are not handled in time and properly, and there is a lack of departmental coordination, follow-up and reporting in complaint handling, owner's opinions and suggestions, owner's help, etc.

Work plan and key points for xx years: The key work of our department in xx years is to further improve the level of property fees, which will be increased by 65,438+0 to 5 percentage points on the basis of xx years. Department management will be basically institutionalized, employees' sense of responsibility and service level will be significantly improved, customer satisfaction rate will be improved, department training will be strengthened, customer service level will be improved, and disputes and opinions and suggestions of owners will be handled in a timely and proper manner.

At the same time, I hope I can have the opportunity to study in a more mature community, master a better sense of service and improve my professional level. The new year has arrived. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, take "no complaints from the owners, no regrets in service, no blind spots in management and no hidden dangers in the project" as the working goal, and the customer service department will face the new year with a fuller mental outlook and jointly write a brand-new and brilliant page for xx Property Management Company.

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