Professional direction of real estate customer service manager

Department: Customer Service Department

Direct superior department: competent vice president

Parallel department: a department or branch of a company.

Department personnel setting: the department manager is in charge of customer service personnel.

Department introduction: The customer service department is the service department of the company to maintain good customer relations and serve the company's customers.

For real estate enterprises that have entered the brand era, the construction of customer relationship is an important part of brand creation. In the fierce market competition, maintaining good customer relations, effectively achieving the established sales targets, constantly improving the company's visibility and expanding the company's reputation and influence are the key points that the group should pay attention to at present.

In order to maintain a good customer relationship, it is necessary to set up a customer service department, which involves the work content, organizational structure, job responsibilities and behavioral norms of the customer service department, so as to promote the customer service of real estate to a higher level in the shortest time.

I. Work Contents of Customer Service Department

1, the contact between the service center and the same business owner, through contact with the guests and regular visits, collects and sorts out the information and needs of the business owner, and timely conveys them to relevant departments as work guidance and decision-making basis.

2. Solve all reasonable product consultation and after-sales service for customers within the normal working scope.

3. Participate in the completion acceptance and handover, and ask questions from the customer's point of view for the reference of relevant departments.

4. Handle all kinds of formalities for customers, including entry and exit formalities.

5. Cooperate with the maintenance department and the order department to manage the secondary decoration and correct the illegal construction in time.

6. Collection of property management fees and other related expenses.

7, service center file sorting and filing work, establish customer files and secondary installation construction management files.

8. Supervise and improve the service quality and work efficiency of order, engineering, cleaning and other departments, and put forward reasonable suggestions accordingly, and organize customer satisfaction surveys.

9. Scientifically and objectively reflect the problems and opinions of customers in product consultation, sales and after-sales service, and put forward rectification opinions.

10, and conduct multiple all-round inspections of the building every day.

1 1. Make customer water stamps and replace them in time according to actual changes.

12, do a good job in the training of employees in this department, and constantly improve the professional quality of employees in this department.

13. Other matters assigned by company leaders.

Second, the organizational structure of customer service department

Customer Service Manager

Customer service supervisor

Property customer service

cost control

Document management department

After-sales customer service department

customer service

Property customer service staff

toll collector

officer

After-sales service personnel

operator

Mailbox information processor

Owner forum administrator

Third, customer service personnel responsibilities

1, Responsibilities of Customer Service Manager

(1) Supervise and manage customer service specialists to accept customers' inquiries, complaints, suggestions and opinions.

(2) Collect market data related to customers and real estate, and establish and manage customer files and information databases.

(3) Maintain good customer relationship and master customer needs.

(4) Responsible for business coordination with relevant departments and timely solving problems raised by customers.

2, customer service department supervisor job responsibilities

(1) Ensure that all rules and regulations of the company are implemented in the managed area.

(2) Reasonably distribute the work of personnel in various positions in the region.

(3) Patrol the building regularly, handle and record the problems found in time, and report serious problems to the director of the service center in time.

(4) In case of emergency, assist in dealing with the aftermath.

(5) Accept and handle customer complaints, record and report to the superior.

(6) Be responsible for the statistics of various data in the service center.

(7) Record the building management log and follow up the listed problems.

(8) According to the requirements of customers, coordinate all departments to complete the services required by customers.

(9) Supervise the work of employees in the department, and constantly provide high-level services for employees.

(10) Complete other tasks assigned by leaders.

3. Responsibilities of property customer service personnel

(1) patrol the building daily, and check and master the usage of electricity charges collected in advance by the owner in the supply, operation and service of public facilities such as water, electricity and gas. If the pre-existing balance is found to be insufficient, notify the owner in time and make a written record, and solve the problem in time.

(2) Responsible for answering the customer service hotline, tracking and recording all kinds of complaints and written processing results.

(3) Do a good job in receiving letters and visits from owners or users.

(4) Regularly file and report the owner's complaints, and pay a return visit to the owner to understand the owner's ideological trends. Be familiar with the owner's situation in the area, master the operation of various supporting facilities in the area, and solve problems for the owner in a timely manner.

(5) Be responsible for patrolling the area under its jurisdiction, discover, stop and deal with violations and illegal events in time, and do a good job in decoration declaration, approval and acceptance.

(6) Participate in the property takeover acceptance, reflect the problems found in time, and supervise their timely handling.

(7) Responsible for collecting property management fees and other related expenses, and assisting the toll collectors to complete the bill writing.

(8) Complete other tasks assigned by the leaders.

4, the toll collector job responsibilities

(1) Be familiar with the number, area, management fees and other charging items and calculation methods of units in the building.

(2) Master the basic information of owners and users.

(3) Master the principles and methods of bookkeeping, establish and improve various ledgers, and ensure clear accounts, complete procedures, consistent accounts and accurate monthly statements.

(4) Responsible for the daily management of the property within the jurisdiction, accounting the water and electricity pool, billing, issuing bills and collecting property fees.

(5) Master the use of management software and charging software, maintain computer equipment, keep all data well, and modify and store the changed data in time.

(6) Be responsible for the summary, reporting, collection, storage and distribution of attendance and office supplies, and register the ledger.

5, clerk job responsibilities

(1) Handle the daily affairs of the customer service department under the leadership of the customer service department supervisor.

(2) Responsible for the management of user files and file transfer.

(3) Handling user complaints, answering and recording questions raised by users.

(4) Responsible for the statistics of various data in the service center.

(5) Responsible for file management to ensure the comprehensiveness, systematization and timeliness of construction files. Be responsible for attendance, storage and distribution of office supplies.

6, after-sales service personnel

(1) Accept quality complaints, appease the owner's mood, and fill in the complaint/consultation/suggestion record form.

(2) Inform the property maintenance personnel of the accounting group to check the situation.

(3) Pay a return visit to the maintenance results and fill in the Service Return Visit Record Form.

(4) Do a good job of data archiving.

(5) Complete other tasks assigned by the leaders.

7. Operator (setting up a service hotline)

(1) Receive inquiries, complaints and suggestions about the company's business by telephone.

(2) Answer and deal with the questions raised by customers, and do a good job of inputting customer inquiries and complaints.

(3) Provide services to customers according to the standard terms stipulated by the company.

(4) Listen to customers' opinions in time and follow up customers' complaints.

(5) Be responsible for business coordination with relevant departments and solve problems raised by customers in time.

8. E-mail information processor (start special complaint e-mail)

(1) Mail receiving and dispatching, sorting and customer information collection.

(2) Deal with service problems and customer complaints in time to improve consumer satisfaction.

(3) Responsible for business coordination with relevant departments and timely solving problems raised by customers.

9. Owners' Forum Administrator (establishing owners' forum on the company website)

(1) Responsible for the overall arrangement and planning of forum affairs and the overall development direction planning of the forum.

(2) Responsible for handling members' daily complaints and implementing complaints with the corresponding sections and moderators.

(3) Responsible for the appointment, attendance and welfare of the forum management personnel.

(4) Handling major emergencies in the forum.

(5) It is forbidden for administrators to manipulate the specific content of this post (including refining, enhancing reputation, highlighting, topping, etc.). ), thus affecting the moderator's development plan for this edition, unless the moderator has requirements.

Four. Code of conduct for customer service personnel

The code of conduct for customer service personnel consists of two parts: benchmark behavior and prohibited behavior. Benchmark behavior is divided into two parts: general behavior and target behavior. Universal behavior is a code of conduct that every employee must abide by when engaged in related work, and it is binding on all personnel. The code of conduct of each post is a code of conduct that must be observed in the corresponding post and has specific binding force on this post. The requirements for prohibiting behavior are strict. In case of violation, C will be assessed in the current month. If the circumstances are serious, the salary will be reduced or removed.

1, customer service personnel forbid behavior.

(1) Stealing or disclosing customer information or privacy;

(2) Ignoring customer needs or breaking promises to customers.

(3) verbal conflict with customers.

(4) Chatting with customers, causing adverse effects.

(five) knowingly failing to report, deliberately delaying the report and causing losses and adverse effects.

(6) overlapping or vague work responsibilities, pushing from pillar to post, not carrying out instructions from superiors, ignoring the overall situation, and running away from emergency work.

(7) Waste or damage the financial affairs of customers or companies.

(8) Cheating at work, cutting corners and causing losses.

(9) Dereliction of duty, violation of operating rules, resulting in serious consequences.

(10) Failure to observe safety operation rules, do not protect yourself and take measures to protect others may cause personal injury.

2. Benchmark behavior

1) general code of conduct

(1) gfd: Good appearance, generous manner, solemn dress, neat and straight, light makeup, decent dress, kind attitude, sincerity and humility.

(2) Behavior: Hold your head up, chest up, abdomen in, feet together (men can be separated), smile; Sitting posture should be natural and correct; Walk with your head held high, look ahead and smile; Walk steadily and politely; Answer the phone promptly, politely and clearly, with a smile; When meeting customers for tea, be polite, humble, natural and generous, cordial and dedicated; When introducing each other or yourself, be polite, knowledgeable, give priority to elders, smile warmly and say hello modestly; When shaking hands, the elders reach out, respect and smile; When accepting business cards, the elders accept them first, get up and smile, and hand them over with both hands; When guiding customers, they tend to be ahead, polite and kind; Knock on the door when entering or leaving the office, and be polite and generous; When attending the meeting, you must arrive at the meeting place on time, and you must not be absent or leave early. During the meeting, you are not allowed to read newspapers, do private things or hold small meetings. During the meeting, turn off the BB machine and mobile phone, so as not to disturb the atmosphere of the meeting, concentrate on it and take notes carefully. Pay attention to hygiene, live neatly and have good habits.

(3) Language attitude: In any workplace, guests and colleagues who meet for the first time should take the initiative to say hello; Calling is kind and friendly, not exceeding the custom; Greeting with moderate volume, sincere tone and polite language; Answer the phone to report yourself, be professional and polite; Be active and friendly to customers, respect comity, and be neither humble nor supercilious; Patience and sincerity, dedication, dedication and trustworthiness.

(4) Politeness: employees should be energetic and diligent in their work; ; Don't do things unrelated to work, don't eat at work, and don't joke; Smoking is prohibited in offices and areas marked with no smoking signs.

(5) Attitude towards handling complaints: warm reception and polite listening; Positive attitude, inquiry and calmness; Record the scene, respect each other and wait patiently.

2) Targeted code of conduct

(1) Manager: Pay attention to details, strive for perfection, seek truth from facts, be good at communication, be open-minded and set an example.

(2) service points: first, make sure that the customer clearly understands your answer when explaining; The second is to record the main contents of each customer's questions; Third, we should pay attention to all new information in our work; Fourth, listen to customers and don't interrupt at will; The fifth is to listen to the customer's meaning clearly; The sixth is to express understanding of customers' feelings; Seventh, answer every question of customers simply and clearly. If you can't reply in time, you should explain the reasons and the feedback period. Eight is to thank customers for calling.

(3) Answer the phone: immediately pick up the receiver after the first bell rings, and the phone rings no more than three times as far as possible; Use honorifics to announce yourself: Hello, service center (or company). what can I do for you? Telephone conversation, concentration, pleasure, patience. For the query, use the polite expression "Excuse me, please wait a moment"; If you need to leave a telephone message, you should accurately write down the date, time, name and telephone number, and verify it repeatedly; Don't speak too low, so that the other party can't hear clearly, not too loud, so that the other party sounds like a quarrel, not too fast, so that the other party can't keep up with your speed; At the end of the call, let the other person end the call by himself, say "goodbye", and then gently put the receiver back.

(4) Answer the user's phone: use words such as "yes" and "um" from time to time to indicate that you are listening; If you don't hear or understand the customer clearly, you should ask for repetition or explanation after the customer has finished speaking; Confirm whether the customer understands your answer and whether the answer is organized.

(5) Attitude of calling: The tone of speaking should be friendly, caring and smiling. With self-confidence and stable emotions, don't be afraid to listen to what the other party embarrassed me, and discuss with the other party with an attitude of constant consultation and discussion.

(6) If the customer has any comments: Thank you very much for your concern and support, and we will improve as soon as possible. Thank you. Stop taking: Excuse me, can you call * * to solve your problem smoothly?

(7) Complaint handling methods:

recognition methods

Coping method

Complaint solving problem

Be well-founded, rational and angry, speak clearly, and repeatedly emphasize key points.

Listen, identify and express improvement intentions, and handle and reply in time.

It's purely for venting.

Anger, loud voice, fast speech, unclear views, simple and repetitive reasons.

Listen attentively.

Out of some expectation

No sense of anger, mostly self-explanation, often easy to compare.

Identify and express the intention of improvement.

(8) Complaint handling: stabilize the complainant's mood; Give a timely reply, and inform the reply time if you can't reply; When you disagree, you should patiently explain the reasons and avoid direct refusal; Beyond the processing authority, should be reported in a timely manner, and inform the organizers; We should find out the cause of the complaint. If there is a problem, it must be solved immediately, and it must be solved as soon as possible. If there are emotional reasons, we should use listening skills to comfort and persuade them, and record and save the whole process.

(9) Acceptance and handling of customers' reasonable suggestions: thank customers for their support and concern; Timely reply, not timely inform the reply time; Beyond the processing authority, should be reported in a timely manner, and inform the organizer, record keeping.