Problems and countermeasures of customer service in property service enterprises

Problems and countermeasures of customer service in property service enterprises

With the development and progress of society, owners pay more and more attention to the service level of property services, and their requirements are getting higher and higher. In the past, extensive management services can no longer meet the increasingly "picky" requirements of owners. At the same time, in order to develop and grow, property service enterprises must improve their service quality, and refined service is a necessary condition to improve the quality of property service. As the core link of property management service, customer service can not be ignored. The following are the problems and solutions of customer service in property service enterprises that I collected. Let's have a look.

Customer service is a lubricant, which makes all departments of property service enterprises run smoothly under its "lubrication". As the first window to contact with the owners, it not only undertakes the work of accepting complaints and repairing, but also undertakes the task of transmitting all the information of the service center to the owners at any time, showing the owners the good professional quality and service consciousness of property practitioners, and showing the good corporate image and service brand influence of property service enterprises to the society.

This paper puts forward some superficial views and suggestions on the problems and puzzles existing in customer service of property service enterprises from four aspects: imperfect national property management laws and regulations, property service enterprises, property service practitioners and owners.

First, the relevant national laws and regulations on property management services are missing and need to be improved.

1. If 10 years ago, when the Property Management Regulations were promulgated, the property service enterprises still had the fanaticism of "law is omnipotent", then today, 10 years later, looking back at the difficulties and obstacles encountered in the implementation of the Property Management Regulations, we have more calmness that the rule of law is gradual. In a country that has not experienced the full baptism of democratic culture, the infiltration of traditional civil law and the nourishment of modern business ethics, the legal effect of property management regulations is inevitably restricted by China's inherent historical tradition and cultural soil, and it is faced with the embarrassment and deficiency of congenital deficiency and acquired weakness. Legal idealists and property service companies will inevitably lament that only property management regulations are seriously inadequate! Property service enterprises call for the early arrival of the spring of legalization of property management services!

2. The property service market lacks market cultivation, the public media is biased, the relevant property policies and legal environment promulgated by the government are poor, and the attention to the benign development of the property industry is not high. For example, the tax rate: in the construction and transportation industries, the tax rate is only 3%. Compared with the property service industry, the profit is low, but the tax rate is as high as 5.75%! Really make the property company crazy!

3. It is difficult for the judiciary to be "fair" in safeguarding the rights of property enterprises: as Chen Wei, director of the Property Management Department of the Ministry of Housing and Urban-Rural Development, said, "What ordinary people really fear is not the law, but the real implementation of the law!" 10 for many years, there are three main misunderstandings in the trial practice of the court in dealing with property management disputes: First, the litigation channels are not smooth and the cost is high. In order to control the number of cases in which property service enterprises sue owners for arrears (some courts even refuse to accept cases of recovering property fees for several years), it is suspected that property service enterprises are deprived of their litigation rights. Moreover, for a large number of cases of the same type of recovery of property fees, it is required to file one by one, which increases the litigation cost of the parties to the property enterprise. Second, judicial trial interferes with the autonomy of the will. When dealing with property management disputes, some courts pay too much attention to the social and political effects of the trial, pay too much attention to balancing the legitimate interests of both parties, and ignore respecting the autonomy of the parties. I am used to using the way of "property fee discount" to compromise cases and disputes, and even there are extreme cases where the court decides to replace the standard of property fee stipulated in the contract! Third, the judicial interpretation has increased the risk of rescission-"After the owners' congress decides to dismiss the property service enterprise according to the procedure stipulated in Article 76 of the Property Law, the people's court shall support the owners' committee's request for rescission of the property service contract", which directly leads to the unstable property service contract at any time, bringing huge and potential legal risks to the property service enterprise and becoming the "sword of Damocles" hanging over the property service enterprise! If property service enterprises want to survive and develop, they have long lost the opportunity before the law, so it is not surprising that they lost before the war when there is a property dispute with the owners! Fourth, even if the property service enterprises win the lawsuit of property fee collection, many owners just don't execute the court's judgment, which makes it difficult for the property companies with small profits to operate normally!

Second, the current property services companies in customer service problems and deficiencies

1, the management mechanism of property service enterprises is not perfect.

First, most property service companies are still in their youth, and their own operating mechanisms have not really been perfected. Second, many property companies are inextricably linked with real estate enterprises, and some properties even rely heavily on the survival and development of real estate developers. One of the most prominent manifestations is the quality problems of housing projects left by developers, including disputes caused by the inconsistency between parking spaces, green spaces and other supporting facilities and the agreement when selling houses. When the owner can't find a developer after moving in or can't handle it in time, the owner can only point the finger at the property service company and ask the property service company to solve the problem, otherwise he refuses to pay the property fee, leading to property disputes. Moreover, many property companies have close relations with developers objectively, which further leads to the emergence of property disputes between owners and property service companies.

2. The credibility of property service enterprises is low: the property services provided by property service enterprises have positive social impact and social value in benefiting people's livelihood, maintaining stability, promoting harmony and promoting employment, but there is a serious lack of objective and fair social evaluation. For a long time, some irresponsible media have unfairly reported and tendentiously exaggerated the property service events, which has brought extremely adverse effects on the survival and development of property service enterprises.

3. At present, the labor cost of property service enterprises accounts for 60-70% of the management cost of pipeline industry. At the same time, the pricing of property service fees is limited and it is difficult to adjust the price. The real "market supply and demand value system" has not been formed. The rigid cost of the property industry is increasing year by year, while the rigid demand of the owners for property services is increasing. Triple pressure leads to difficulties in the operation of property service enterprises. It is difficult for a smart woman to serve the owner well and to be practical.

4. The staff training of property service enterprises is lacking or not in place.

Any company or enterprise with standardized management should carry out regular or irregular training for employees at all levels to promote employees to keep pace with the times and improve their comprehensive quality. However, as far as the current property service industry is concerned, there are not many companies that can provide targeted, systematic, regular and irregular training for employees, because the property industry is originally a meager profit industry, coupled with labor shortage and high cost, there is no profit at all! This is also an important factor that leads to the low service level of the whole property.

5. The current labor cost of property service enterprises is too high. If the 1990s were the spring for the development of China's property management industry, many labor-intensive enterprises have mushroomed at present, which makes property enterprises really feel the cold and predicament of the development of industries with difficult recruitment, high cost and low profit in winter! Because of this, the development of property enterprises has been seriously restricted and encountered bottlenecks. Many property companies can only rely on subsidies and exemptions from developers.

6. Shortage of property professionals: social re-education has not paid enough attention to the property industry, the content of the education system has not been adjusted in time according to the employment needs of enterprises, and the investment resources and training costs of social professional education are insufficient. The responsibility of professional training and cultivation almost completely falls on the property enterprises.

7. The relevant state departments and property service enterprises have not paid enough attention to the publicity of property management-related policies, laws and regulations, and the publicity is not in place.

Third, the problems of customer service practitioners themselves.

1, the quality of customer service employees is generally not high.

Compared with the rising service demand level of owners, the professionalism and service awareness of property customer service practitioners are generally not very high, which has formed a "contradiction between supply and demand" between property services and owners' demand. If the quality of customer service practitioners is not high, it will be difficult to provide satisfactory service to the owners. Article 33 of the Regulations on Property Management stipulates that personnel engaged in property management shall obtain professional qualification certificates in accordance with state regulations. However, only a few people actually engaged in property management have obtained the professional qualifications of property managers, and there are only a handful of people with senior management qualifications (such as property management enterprise managers, department managers, "three chief engineers" and so on). ). The image of employees in the property management industry with low quality and inadequate management services is more common. As a new industry, it is the primary task of property service enterprises to establish perfect industry management norms and practitioners' code of conduct and strive to improve the professionalism and service awareness of property practitioners.

2. The service consciousness of customer service practitioners is not strong.

With the continuous progress of society, the level and quality of people's demand for services are also increasing, and the pursuit of realizing their own value, being respected and recognized is becoming stronger and stronger. The owners hope that their demands can be dealt with and answered in time. However, many customer service personnel can't put themselves in the owner's shoes, and their general service awareness is not strong. They always take a "stay at a respectful distance from others" attitude in the face of the complaints and opinions of the owners. They think that the owners are very annoying, and they have to find the property for trivial matters. They think that the owners don't know much about the work done by the property, and most customer service personnel don't have much patience to explain and explain to the owners. And think that "casting pearls before swine" is a waste of time, and some customer service personnel even ignore the opinions, suggestions or requirements of the owners, or hang up their own affairs, or are afraid of trouble and shirk. How can this serve the owners well and satisfy them?

3. The professional skills and quality of customer service practitioners are not high.

"Customer is God", in the property service industry, the owner is the God of the property service enterprise. Customer service personnel should fully reflect their professionalism when facing the owners, so that the owners can feel the super-first-class property service level, so that the owners can intuitively feel that the property service fee he pays is directly proportional to the service level he enjoys, and even make the owners feel that it is worth the money. Only in this way can the service be recognized. However, the reality is that many property service companies seriously lack investment in the professional training of customer service personnel, which leads to this phenomenon. First, the property management company is a low-profit industry, in order to save costs, and second, the importance of providing good customer service for owners has not been paid enough attention.

Fourth, some problems existing in the owners themselves are universal.

1. The owner has a very poor understanding of what property service is and the content and nature of the property service contract. Some owners even know nothing about the connotation of property services.

Many owners generally believe that property service companies are their "universal housekeepers". He thinks that as long as they pay the property fee, the property service company should do everything for the owners. For example, at present, many property communities are entrusted to collect the owner's utilities, but the owner wants the property company to pay for their abnormal utilities! Instead of directly looking for water supply companies and power supply companies to defend their rights! Because they have reason to believe that they have paid the property management company the property service fee, they ask the property management company to do anything for them on this ground, no matter whether this is the obligation that the property management company should perform or not, and whether this reason is reasonable or not, they just blindly emphasize that as long as the property management service fee is paid, the property management company is "necessary".

2. The owners have a one-sided understanding of the relationship between rights and obligations. Some owners just want to enjoy their rights and don't want to perform their obligations! Often default and refuse to pay property fees, but hope that property service companies provide quality services.

Often find excuses not to pay, and refuse to pay property fees on the grounds of not paying!

3. It is difficult for the owners to rationally treat the relationship with the property service company.

At present, many property service companies are legal acts of hiring and signing property service contracts with developers or owners' committees, and the law has the same legal effect on both parties who sign the contracts. Compared with the relationship between management and being managed in traditional housing management, modern property service enterprises and owners have an equal contractual relationship in law. The so-called equality means that both the owner and the property service enterprise enjoy the rights and bear the corresponding obligations.

However, even if there are legal constraints, there are still many owners who always confidently say, "Our owners have paid so many property service fees, why do you still support property service personnel?" ? I can't do such a small thing well. I won't pay property fees in the future. I can't do anything satisfactory by paying you anyway. "What kind of equal relationship between the two sides will bear such pressure? This kind of pressure from the owners is something that few people can bear. And people's self-esteem and pride are constantly improving. Faced with the unreasonable behavior of the owners like "abuse" and their arrogant psychology of "being the only one", this feeling of not being understood is indescribable. Therefore, the turnover rate of property customer service personnel is too high, the professional quality of customer service personnel will also be affected, and it is natural to lack industry pride.

4. Some individual owners' own quality is not high, and they often default or refuse to pay property fees for various reasons that are not reasons. At the same time, they confidently asked the property company to provide high-quality "robber logic"! In order to collect property fees, property companies have no administrative enforcement means, so the only way to force owners to pay property fees is to sue owners to recover property fees. However, some property fees are too small, and it is time-consuming and laborious to go to court. Property companies really can't afford to hurt!

Countermeasures and suggestions on the improvement of verb (abbreviation of verb);

(1) As a property service industry association and a national and property-related department, we should actively seek and explore long-term and stable policies to improve the rule of law in property management.

The sustainable and healthy development of property management in the future still depends on the power of the system. In the new historical period, how to promote the legal construction of material management according to the reform ideas, market methods and development laws? How to optimize the legal environment of property management by innovating legal concepts, enhancing legal functions and solving legal problems? Will test the wisdom and will of a new generation of property managers.

(2) Improve the professional skills and personal quality of customer service practitioners.

1, learn to listen to the master's voice.

Timely and efficiently solve the situation reflected by the owner. The so-called listening is not only reflected when we receive complaints from the owners, or when we visit the owners, but always listen attentively to the real ideas of the owners and understand their needs. Only by knowing what the owner needs can we continuously improve the work, methods and methods of customer service according to the owner's needs.

2. Customer service representatives must have a sense of responsibility and mission for their work and pursue customer satisfaction in everything.

Working in the service industry requires service personnel to give customers a satisfactory answer in the shortest time. Therefore, the pressure faced by customer service practitioners is relatively great, but it is precisely because of its particularity that the property customer service work is full of infinite challenges. When you face emergencies, complaints and quarrels from the owners, and you use your wisdom and professional skills to successfully appease and solve problems, the sense of joy and accomplishment brought by that success is beyond words.

3. Pay attention to telephone communication skills.

The customer service front desk faces more and more complaints and complaints from the owners every day. Now the pace of life is relatively fast, and everyone has no time and energy to reflect problems face to face. Many owners take the form of telephone, so customer service personnel have high requirements for telephone communication skills. Not only do you ask for "smile service" when facing the host, but you also need a high-quality service attitude when answering the phone, because even the host can feel your expression and attitude through the phone. And you should also have good telephone etiquette when answering the phone.

(C) establish and improve the customer service system

1. Establish a special customer service and management organization, carry out division of labor and cooperation, formulate service standards and improve the customer complaint mechanism.

The establishment of specialized customer service and management institutions will help the owners to timely feedback their opinions, suggestions and demands to professional functional departments, so that the owners' information can be timely fed back and processed, and a satisfactory answer can be given to the owners.

Good division of labor and cooperation can clarify responsibilities and functions, that is, tasks from people to people and responsibilities from people to people. It can strengthen the sense of responsibility of customer service practitioners and improve work efficiency. Any organization needs the support of the team. Therefore, for the whole property service company, it is still necessary to establish the teamwork spirit of all internal functional departments, so that the whole property company can form a joint force to deal with and respond to the demands of the owners in a timely and efficient manner.

2. Establish a customer information base, scientifically classify and manage customers, integrate customer resources, and change passive service into active service, so as to win the trust of customers better.

The customer service staff is the Commissioner who directly faces the owner, and knows and grasps many related service information of the owner. Therefore, the customer service specialist should save, improve and scientifically classify the owner's information at the first time, so as to communicate with the owner in the later period, understand his usual hobbies and work conditions and customer needs, and change from passive to active service for the owner. Such a system can greatly improve the quality of service.

3. According to the needs of the owners, provide faster, more and more convenient paid services for the owners' life.

As far as the current property service industry is concerned, most property service companies can provide owners with the conventional public services stipulated in the property service contract, but there are many problems in real life, and many owners hope that the property service companies can provide them with more humanized property services. However, most property service companies are afraid of trouble and are very rigid, providing property for owners according to property service contracts. Such service will bring great inconvenience to the daily life of the owners. However, the fierce competition in the property service market and people's increasing requirements are urging property service enterprises to adapt to the development of the times and provide more targeted paid services for the convenience of owners. For example: install light bulbs in the host's home, trim flowers and trees for the host, and fertilize the flowers and trees in the host's home.

4, customer service daily service is fast and efficient, simplifying the workflow.

Everyone hopes that their own affairs can be solved in the shortest time, and every owner hopes that his response to the property can be highly valued and solved quickly and well, which requires the customer service staff to be timely and fast when dealing with the owner's demands. At the same time, it is necessary to optimize the internal workflow of the property management company, integrate the resources of the entire property management company, and form a joint force. After the customer service staff receives the feedback of the owner's demand information, the relevant functional departments will respond quickly and follow up in time to give the owner a satisfactory answer.

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