Annual Work Summary of Property Customer Service at the End of 2022 (5 articles in Daquan)

Time passes by inadvertently, and another difficult year is coming to an end. The company released the year-end summary of property customer service. Through a year's summary, we can find the advantages and disadvantages of our work. No matter what the past is like, we all need to hold an expectant heart for the future! Please see the "Property Customer Service in the Annual Work Summary at the End of 2022 (5 Articles)" compiled by me for you and me. It is strongly recommended that you collect this page for easy reading!

Annual work summary, by the end of 2022, property customer service (5 articles completed) has passed year after year. Come here to do property customer service work, can be said to be very familiar with. Even so, I still feel that I have made a lot of progress this year. My own efforts and some training organized by the company have made me learn a lot and put it into my work, so that I can do a good job for the owners, help them solve problems, handle things well and get affirmation.

In fact, there is quite a lot of work in property management, which is also quite trivial. The epidemic in the first year has actually affected our work, but the owners also understand that in order to prevent and control the work, I also actively do what I should do. Some things I really have to deal with are also arranged with the master, but the prevention and control that I should do has not been relaxed. Serving the owner and making the owner satisfied is what I should have done. This epidemic is also to satisfy the whole community. They are all willing to cooperate, which greatly lightens my workload. After the epidemic gradually eased, the owners' problems also accumulated a lot, but I was also conscientious, conscientious, handled well one by one, and served well, which was recognized. My previous work is familiar with the owners, and they are also very willing to cooperate. A year later, I finished my work. Although sometimes some owners are not so easy to deal with, I always do it well with my service attitude. Although sometimes it is difficult and sometimes it is easy, I have not relaxed.

I have accumulated a lot of work and am more familiar with the property than before. Moreover, the company organized some training, visited and studied the property companies of my peers, which made me gain experience and become clearer in the communication with my peers. Although this job looks very basic, it is also very training, and I am grateful to continue to do it in this position. I have gained a lot and seen my abilities more clearly. I understand that I have some shortcomings, but I must keep learning to make up for them. This year, in addition to the company's training, I also communicated with my peers, and some problems were solved, and my work style was further improved. For the future, I am more motivated to do well and understand that there is still a long way to go.

I improved my ability and did a good job. This year has been very fulfilling, and we have also seen some shortcomings. Also let me know how to do a good job in the coming year and the direction I want to work hard. I am very grateful. Customer service needs more recognition, so I will continue to do well. At the same time, I feel that time passes too fast and I have to work harder. For me, things in my future work are also the accumulation of more experience.

Chapter 20xx in the annual work summary at the end of 2022 is a year of growth and development for 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 February, 12,12,8483 families had obtained housing, 6,976 families had been renovated, and now more than 3,500 families live in the community.

Collection of property fees this year; At present, the collection date of property fees in 1, 2 and 3 phases is divided into four stages, which increases the difficulty of collecting property fees. Since August, the customer service department has telephoned the owners who are in arrears with the property fees, asking the owners to pay the property fees through remittance, counter settlement, etc., and prompting the owners who are now living in the community and maliciously default on the property fees.

Measures to demand payment of property fees within a time limit and stop all services. In the process of collecting property fees, although our customer service staff expressed incomprehension and verbal attacks on the owners, they could explain to the owners 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. 15, the main maintenance items reflected by the owner are 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, window locking, corridor lighting, elevator shutdown, etc. 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 do a good job in next year's work, the problems existing in this department are: the professional quality and service level of employees are low, mainly manifested in immature skills and methods to deal with problems, insufficient experience in dealing with emergencies, and low professional quality of 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 20xx: In 20xx, the key work of our department is to further raise the level of property fees 1 to 5 percentage points on the basis of 15. Department management is basically institutionalized, employees' sense of responsibility and service level are obviously improved, various services are carried out in an orderly manner, the satisfaction rate of owners is improved, the training of departments is strengthened, the level of customer service is improved, and the work of various departments is closely coordinated and put in place in time.

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.

Annual work summary, property customer service at the end of 2022 (complete works of 5 articles) Chapter 3 reviews that it was like yesterday when I applied for the post of property customer service, but now I have changed from an ignorant student to a xx member with important job responsibilities, from a stranger to a familiar customer service job.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.

The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports.

In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time.

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form.

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys.

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback.

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion.

6. Data input and file arrangement. For the company's information documents and relevant meeting minutes, input and print them carefully, make forms and documents according to the work needs of various departments, and draft reports.

7, the replacement of old and new forms and put into use.

8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down.

In xx Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of details:

Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in xx, I understand that the details can't be neglected and sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas New Year's Day, which I just finished two days ago, was the first one I made myself. When the plan was unanimously approved by everyone, my heart was filled with the joy of success and the affirmation of my work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:

1, consciously abide by the company's various management systems.

2. Study hard the knowledge of property management, improve the communication ability with customers, and improve the customer service reception process and etiquette.

3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software.

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

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

Fortunately, I can join the excellent team of xx Property. The cultural concept of xx and the working atmosphere of customer service department 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 biggest goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

As an ordinary property customer service specialist, my job responsibilities are mainly to be familiar with and master the laws, regulations and policies of property management, constantly improve and update my knowledge structure, and keep up with the development direction of property management with the times; The second is to use the theoretical knowledge learned to guide their practical work and try their best to deal with and coordinate the relationship between enterprises and owners; Do every job dutifully, always maintain a good mental state, adhere to the concept of service first and management second, win the trust of the owners and maintain the good image of the company. As a member of the company, this is what I have to do.

In the year of 20xx, our customer service department, with the strong support of the company leaders and the solidarity and cooperation of all departments, and with the hard work of the department employees, earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed the tasks assigned by the leaders, went through the formalities in a timely and thoughtful manner, and made every effort to urge the maintenance, complaints, return visits and other business services to be properly handled, and successfully completed all the goals and plans formulated at the beginning of the year.

Up to XX, xx, xx, 3 12 households have gone through the house delivery procedures. On 17 1 household went through the renovation formalities twice, 126 household carried out renovation inspection twice, and 106 household returned the renovation deposit twice. The following is the completion and analysis of important tasks:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the information release work

This year, our department issued various written notices to customers about 20 times. A total of 968 short message notices were sent, so that the intention of the notice was sent in time and in detail, and the expression was clear and the words were accurate. At the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Third, the owner missed the project complaint handling work.

/kloc-before August 0/8, 20xx * * issued 86 contact sheets for maintenance of missing projects, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 maintenance replies, and the owner complained that the maintenance rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

Four, the basement flooding accident treatment work

On August 4th, 20xx, the basement water seepage accident * * * caused property losses to 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

As of xx, xx, 20xx, our department visited 38 households in the household survey of residential owners and issued 38 property service opinion forms. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Six, establish and improve the owner file work

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Seven, to assist government departments to complete the work.

Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park. Handled the certificate of social household registration change for the owner of 10.

VIII. Training and learning

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations. Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of vision for the company and hope for the development of the industry and its own growth. Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

The shortcomings, problems and difficulties found in the work are summarized as follows:

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 the projects missed by the owner are not timely enough.

3. The timing, methods and methods of collecting various fees of the property are not perfect. When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

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

5. The customer service work is trivial and complicated, and scientific and formal workflow is urgently needed to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

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

To sum up, in 20xx, with the full support of the company leaders, the strong cooperation of all departments and the joint efforts of employees, although some achievements have been made, they have not fully met the requirements of the company, and there is still a distance from the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state and the municipal government on property management and the temporary management statute of xx community, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.

Annual work summary at the end of 2022 (5 complete works) This year's work is over. I have gained a lot this year, so I can say that I have finished this year's work well. This year, with the leadership and cooperation of colleagues, we have successfully completed this year's work. Make a personal summary of this year's work before the start of next year's work, hoping that I can find some shortcomings in the summary and better start my new stage of work.

I am the customer service of our xx property company, and I work in the property management office of xx community. My main task is to solve the residents' problems. When residents turn to the property management office for help, record their problems and send someone to handle them at home. After that, we should also pay a return visit in time to ensure that residents are satisfied with our property. The work is really simple, but the difficulty lies in communication with residents. Now there are a lot of irresponsible property news on various network platforms, so this also leads to the decrease of residents' trust in property, so the relationship between property and residents is becoming more and more tense. If the problem is not handled well, it may lead to contradictions.

Since the residents have called to show that they need help, the first thing to do is to appease the residents' emotions. When encountering problems, people are inevitably in a bad mood, but only when residents are in a good mood can they communicate effectively. Therefore, we must first calm their emotions, guide them to talk about their own problems, and tell us how to solve them according to their problems. Attitude must be sincere. No matter what residents say, they should keep a good mood, otherwise things will be difficult to handle and even more contradictions will arise.

In this year's work, I also found many shortcomings, and some things are still not handled well. I also learned a lot of ways to deal with problems from our customer service manager, and found that there is still a big gap between me and the manager. I must work harder and learn more from the manager in the future, so that I can make greater progress. I hope I can gain more in the new year. My plan is to go online to learn from other customer service during my break, share some experiences online, and absorb some suitable experiences according to my actual situation to improve my working ability.

In the new year, I will continue to maintain my present efforts, and I am ready to meet the tests and challenges in the new stage. I hope there will be more gains and progress in the new year and look forward to the arrival of the new year's work.