Summary of Customer Service for Office Property in 2020

I have been in this office building as a property client for some time. At present, the work can be completed well and there will be no stagnation. I can provide the best solution for all customer service calls to the property, which can be said to be very mature customer service. Before I came into contact with this industry, I felt that customer service was the easiest job. The task is to answer the phone. Anyone can do it. I have been doing customer service for so long now, and I really feel ridiculous for my previous ideas.

First, receive customers and solve problems.

There are two ways to receive customers, one is an aggressive customer who comes directly to our property management department, and the other is a customer who calls. No matter what kind of customers, I am only responsible for solving problems. Now every floor of the office building is basically full and has been rented out. Naturally, I need to receive more customers, which are basically rented by the company. I summed up some common problems:

1, the downstairs is not harmonious, probably because the upstairs has just been rented and needs to be renovated, and then the people downstairs will be allowed to work, and the theory is useless. Naturally, they are looking for our property. At this time, I need to make adjustments to ensure that both sides are not angry, and then talk about things, otherwise there is a great possibility of starting work.

2. There is something wrong with the elevator. Because there are only two elevators in our office building, and there are too many people in the office building now, two elevators are simply not enough. Our property has long been aware of this, and has begun to plan to install two more sightseeing elevators, but the owner doesn't know and has been urging our property department.

3. If the sewer pipe is blocked due to improper use of employees in their company, it is also common to find a property solution and then put all the blame on us.

These are the main problems encountered during this period. The first time I met them, I was familiar with the situation, and the second time I was accumulating experience. When encountering similar situations in the future, I can give the best solution at the first time to satisfy the owners and customers, which is my purpose.

Second, the satisfaction opinion survey work

The current owners are basically the first tenants of my office building, so the property leaders attach great importance to their opinions. At that time, I spent a week visiting every owner. It is basically impossible for you to know whether the owner will wait for you to find him in the company all the time. I printed 25 questionnaires, and only 24 of them were valid in the end, because one owner went abroad, but it did not affect the final decision, and the result was still very satisfactory.

Third, the development of training.

With the gradual improvement of the utilization rate of office buildings, the customer service staff of the property is definitely not enough, so the company has also recruited four new customer service staff. To my surprise, the leader asked me to attend this training. I am a customer service staff with less than two years working experience, and I am not qualified to give them training. But in the end, I cooperated with the training teacher to complete the task well and achieved good results. I also learned a lot in this process.

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