Summary of the work of property customer service assistant

Chapter one: summary of the work of the customer service department of the property management company.

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 in 20 18, the focus of 20 18 is to deepen implementation. Therefore, according to the development of the company and the continuous development of the property management industry, the customer service of the property department actively responds to new forms and needs, and combines the actual situation of Blue International to train and assess customer service personnel in batches to deepen their understanding 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 18 customer service staff, 20 18 conducted a lot of training for customer service staff:

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. Actively respond to newly promulgated laws and regulations. 2065 438+08 Xi 'an's most important new property management regulation is the Xi Heating Management Regulation. 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, which made our work more handy. At the same time, the customer service of the property department organized personnel to study and discuss for the first time. Strict closed-book examination was conducted, which deepened the memory of customer service staff on the basis of understanding, made sufficient theoretical preparation for 18 winter heating work, and ensured the smooth development of winter heating work. As of 18, there were no complaints caused by heating work.

Three. 18 The annual review of property fees and parking fees was completed as scheduled.

A standardized property management enterprise must ensure that the charging work and service work have laws to follow, and charge in strict accordance with the standards of the price management department. /kloc-in April of 0/8, actively prepared relevant materials, reviewed the property management charging standard of Wei Lan International Building, resolutely put an end to arbitrary charges and safeguarded the legitimate rights and interests of the owners.

Fourth, actively respond to emergencies and do a good job in post-earthquake maintenance and interpretation.

This year's 5. 12 Wenchuan earthquake has caused different degrees of damage to many places. As a place not far from Wenchuan, Xi 'an has been greatly affected, and the international building has also been damaged to varying degrees. The customer service of the property department is responsible for the coordination and follow-up of building maintenance after the earthquake. Customer service personnel are highly responsible for the company and follow up the maintenance work from the beginning. At the same time, the customer service staff is also responsible for the appeasement of the damaged car owners. In order to take into account the dual interests of the company and the owner, customer service personnel often communicate with the owner to explain. Due to the incomprehension of some owners, the work is very difficult and the maintenance work is not very smooth. However, everyone did not flinch. Finally, after nearly a month's time, the maintenance work was successfully completed, and the document channel of China Education Universal Network did not appear the interference of the owner, which balanced the interests of both parties. In order to enhance everyone's ability to cope with emergencies, the customer service department of the property department applied for and purchased the Emergency Guide to Public Emergencies in Shaanxi, and distributed it to the majority of owners, so that everyone can learn the ability to cope with various emergencies.

Five, 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.

Sixth, the late sporadic delivery work was carried out in an orderly manner.

By the end of 18, the International Building had delivered 180 rooms, including 46 rooms in Area A and 34 rooms in Area B18 ... 65,438+076 families 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. Seven, property fees gradually on the right track, the cost indicators completed on schedule.

In 2065438+2008, the collection of property fees was more difficult for customer service 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. Collect more than 990,000 yuan of property fees and 280,000 yuan of other income such as parking fees and advertising fees every year, and basically complete the company. At the same time, the arrears of 18 users have been actively collected, except for some living outdoors that have not been renovated in the field for the time being, all of them have been paid back.

Eight, actively contact developers to handle real estate for the owners, and safeguard the legitimate rights and interests of the owners.

Since September 2006, the customer service of the property department has reported to the developer in batches to handle the real estate license for the owner according to the time when the owner closed the house. By the end of 18, a total of 95 households had applied for the blue international real estate license, which guaranteed the legitimate rights and interests of the owners after buying houses internationally and greatly improved the integrity of the company.

Nine, actively cooperate with relevant departments to carry out the work, give play to the overall advantages of property services.

Property management is mainly composed of several parts: customer service, security, engineering maintenance and cleaning. All departments cooperate with each other to give full play to the maximum energy of property management. In the past 20 18, the cooperation between customer service and other departments was generally good: building fire safety was the first, the property department held fire drills every year, and the customer service of the property department successfully completed 65438+ with a positive and responsible attitude. Heating every year is also a complicated job. Contact beforehand, follow-up afterwards and explanation all need the close cooperation of engineering and customer service. Thanks to everyone's division of labor and cooperation, the heating work was successfully completed this year. All these show that the strength of a collective is powerful, and no work can be completed by a certain department alone. Only through everyone's cooperation can the property department make continuous progress. The customer service of the property department of China Education General Network not only cooperates with each other within the department, but also actively cooperates with other departments of the company, such as cooperating with relevant departments to distribute the company's sales promotional materials and dunning customers in order to promote the company's sales.

Ten, according to the actual situation, timely adjust the relevant provisions of the cleaning contract, in 2009 to complete the renewal of the cleaning contract.

After two years' operation, it is certain that the overall level has been greatly improved. But some details are still not good enough. The customer service of the property department shoulders the inspection and supervision of cleaning some office buildings in the international building. Through this year's work, we have also made improvements according to the actual situation of cleaning. In the renewal of the cleaning contract in 2009, the customer service of the property department played an important role, participated in the revision of the cleaning contract terms, cleaning quality standards and assessment, and worked hard.

Eleven, owner satisfaction is the ultimate goal of property management services.

After our survey on 18 owner satisfaction, the statistics are as follows. In this survey, 80 questionnaires were distributed and 78 questionnaires were collected. Overall, the owner's overall satisfaction with property management is 9 1%. The specific analysis is as follows: the handling of complaint reception is only an important work of property customer service management. According to the monthly complaint summary of one year, complaints are received throughout the year.

Chapter II: Year-end Summary of Property Customer Service Department

I am about to resign from XXXX and will usher in a new year: XXXX! At the end of this year, it is necessary for me to sum up the past in order to look forward to the future better, reflect on the past and better grasp the future, so I will make the following year-end summary of my work in XXXX. The daily work of the property mainly includes charging work, reception and maintenance, complaint handling, decoration management, vacant house management, charging work, check-in procedures, making owners' files, printing notices, and cooperating with the development engineering department to solve the problems left over by the house.

1。 The collection of property fees is the focus of property management personnel. I am responsible for the house from XX #-XX #, and received the property fees of XXX households, until the end of XX #-XX #, the remaining X households did not pay. In the process of collecting property fees, I found some experience. For example, if you make a promise to the owner, you must honor it, consider the problem from the owner's point of view, learn to chat with the owner, listen, and do more psychological work for the owner.

2。 Handle complaints and disputes

Just as an administrator, I often encounter some complaints and disputes. Due to lack of work experience, many things can't be handled well or solved well. Sometimes I will reflect the problems to Mr. Wang, and then I will observe and learn how Mr. Wang handles these things. I also summed up a set of handling procedures in the process of constantly handling complaints and disputes:

(1) First of all, we should do the ideological work of "cooling down" for the complainant or the disputant; (2) Analyze and investigate the causes of the problems;

(3) If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;

(4) Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.

5] Paying a return visit to handle complaints and disputes can make our work affirmed by the owners, and at the same time, it can also shrink our relationship with the owners and facilitate the future property management work.

3。 Check-in and decoration

Check-in decoration can be divided into check-in procedures, decoration procedures and decoration management.

(1) occupancy and decoration procedures

Before going through a handover and decoration procedure, I first learned about the whole process of check-in and decoration procedure from Manager Wang and made notes, so I became familiar with it in the process of handling check-in and decoration procedures for different owners.

Check-in procedures:

① Check the delivery invoice of the owner and the check-in notice issued by the sales department, and recover the check-in notice.

(2) Confirm the identity of the owner and file a copy of the owner's ID card, let the owner fill in the owner's file form, and fill in the owner's contract in the owner's manual (in triplicate, and file 2 copies) for the owner to sign;

(3) hand over the keys of the tenants, teach them how to use them, ask the owners to sign for the above three things on the confirmation letter, and do a good job in collecting and registering the keys of the video walkie-talkie and the newspaper box;

(4) Lead the owner to accept the house and fill in the house acceptance form; (5) filing of primary occupancy data.

Decoration management:

(1) Fill in the renovation project management form and fill in the parts that need to be changed in the house.

(2) The property company and the decoration company sign a decoration agreement (in duplicate, one for each party) and emphasize the important matters that should be paid attention to in the decoration process with the owner and the decoration company. For example, the owner is not allowed to change the flue, load-bearing wall column and gas pipeline without permission.

(3) Collect the construction deposit and issue the construction permit.

(2) Decoration management.

The most important thing in decoration management is carpentry and painting, and water, electricity and mud are generally less illegal. Here I summarize the water, electricity and mud in my decoration management.

Water and electricity: check the water supply and drainage system in the bathroom, kitchen and balcony to see if there are any random connections and changes. If there are hidden dangers of water leakage or other unreasonable places, it shall promptly notify the owner for rectification; Check whether the power system is randomly connected and changed, and whether there are potential safety hazards in power consumption.

Mud water: check whether the bathroom and kitchen are added with waterproof layers; Whether there is a chaotic wall; Effective decoration management can erase illegal decoration in its infancy, avoid unnecessary rework in the future, and reduce many complaints and disputes caused by illegal decoration in the future; Effective decoration management can make the community unified and beautiful, and make the community more standardized and tasteful;

In the trial operation of the intelligent car ban system and parking space lease at the end of XXXX, our department is responsible for authorizing the car ban system and signing the parking space lease contract. During this period, we cooperated with Manager Wang of Order Maintenance Department and Manager Qian of Maintenance Department to lay a solid foundation for the division and lease of parking spaces in the park.

4。 Vacant house management

Daily inspection of vacant houses, check whether the plastic windows are closed tightly, whether the plumbing hardware and equipment in the house are lost, and whether the water and electricity in the house are unblocked. Especially at the outer exit of the park.

5。 Print notification

When receiving the notice of water and power cut, make the notice of water and power cut at the first time, paste it on the corridor of each unit, and distribute it to the network operators. Get ready for the owner at the first time. When the rainy season comes in summer, make a warm reminder to remind the owner to close the window in the house and remind the owner to pay attention to rain protection when traveling. In XXXXX city, mass texting is to ensure that car owners can know the activities and parking spaces in the park in time.

6。 Cooperate with the development engineering department to solve the problems left over by the house

This year, we will make statistics on the problems left over by houses, outlets, parking systems and occupied houses, and notify the Development and Engineering Department for maintenance in time. Such as: garage door problem in villa, water leakage problem in basement. Pay a return visit to the owner after maintenance and make records.

I have a professional attitude of "working for myself" and love my job. Creative work has made some achievements, but there are also some problems and shortcomings; Mainly, first of all, property management personnel is a new position for me; A lot of work needs to be done and explored, so that it can't be done with ease, and the work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated; Third, the ability to provide effective decision-making data for leaders needs to be further improved; Fourth, communication with department leaders and company employees needs to be strengthened.

Looking forward to XXXX, I will work hard in the following directions: First, strengthen my study and broaden my knowledge. Study hard the knowledge of real estate industry and related property laws and regulations. Second, based on the principle of seeking truth from facts. Pay attention to the coordination and communication among all departments of the company; Effectively form unity. The atmosphere of teamwork. Third, provide effective data for leaders.

XXXX is a brand-new year, so I would like to give some suggestions to the company, as follows: I hope the company can increase employees' welfare during traditional national festivals (Spring Festival, May Day and Eleventh), pay more attention to employees' spare time (developing reading rooms and chess rooms), appropriately increase and change the variety of meals in the canteen, let professionals make recipes, hold some seminars for employees and owners, and listen to some suggestions and ideas, so as to develop and grow better.

"If you don't accumulate frog steps, you can't travel thousands of miles; If you don't accumulate small streams, you can't become rivers and seas. " XXXX has achieved success, experienced difficulties and felt enlightenment; XXXX I will, as always, sail for the new year with confidence and hard work.

Finally, I wish XX Property Management Company development and growth, and I wish all colleagues smooth work, peace and happiness!

Customer service department: XXX

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