Property customer service receives the annual work summary.

Property customer service receives the annual work summary.

Summary is a written material that analyzes and studies the relevant situation at a certain stage and makes instructive experiences, methods and conclusions. Through it, we can correctly understand the advantages and disadvantages of previous study and work. Let's take some time to write a summary. How to focus on the summary? The following is a summary of the annual work of property customer service reception I collected for your reference, hoping to help friends in need.

Annual work summary 1 anniversary reception property customer service has been updated, and everything has been updated. In a blink of an eye, the property has crossed in a hurry and nervously on a new course. Looking back on the work experience of more than X months, I have gained a lot. Since I joined the company in X years, with the leadership and care of the leaders at all levels of the company and the active assistance of my colleagues, I have successfully completed all the tasks entrusted by the company leaders with a serious and responsible working attitude. The work is now reported as follows:

1. 10 formally joined Haimen zhongnan property management co., ltd as the customer service foreman. At the beginning of my employment, under the leadership of the customer service supervisor, I completed the following work:

1. In view of the lack of professional knowledge of customer service staff, we strengthen on-site training in strict accordance with the annual training plan of customer service department, and make customer service staff more deeply realize the importance of professional knowledge through real cases and practices. In May, the customer service department arranged personnel to participate in the professional skills training and assessment of customer service organized by Nantong Head Office, and won the second place in the company.

2. Sort out the collection progress of existing management fees, count the number of households, area, amount and reasons that have not been collected, and formulate a collection plan for management fees. In view of the low charging rate and the reluctance of the owners to pay the management fee, the customer service department has formulated a collection plan to let the assistants of each building come to the door on time according to their respective areas. In May and June, the management fee was collected according to the collection plan, and the reasons why the owners were unwilling to pay the management fee were counted. According to the various problems raised by the owners, the root causes of the problems were found and dealt with, and good results were achieved. The management fee is X yuan in May and X yuan in June. In July, the owners who have not paid the management fee for more than one year were reminded, and the owners who have not received the house in the delivered area were reminded, and a total of X letters were sent. By the end of the month, X households had paid a property management fee of X yuan.

3. Complete the delivery and repossession activities in X and X months, and live in more than X households. In view of the problems left over during the handover, actively communicate with the real estate project and the construction unit to follow up, and complete the handling of the remaining problems in time, to a great extent, to avoid the decline of complaints and satisfaction of the owners caused by the remaining problems of construction.

4. Sort out the ledger of customer service department. In view of the confusion of existing ledgers and the blank of some ledgers, the department ledgers were established and improved in April, the authenticity and accuracy of erp data entry were rectified, and the training of erp entry personnel was strengthened, so that erp entry entered the normal state.

5. Because the management area of the community is large, it takes a lot of time to make some signs uniformly. The customer service department formulates and posts temporary signs to rest the existing inconsistent signs and improve all kinds of signs.

6. According to the requirements of "Exquisite Tower", formulate and implement the promotion plan of "Xin Elegant Style", "Xin Service" and "Xin Home" by the customer service department. In May, the "Warm May Emotional Mother's Day" activity was organized to deepen the relationship between the property and the owners through community activities, so that the owners can have a deeper understanding of the property. The Mid-Autumn Festival community activities held in September cultivated the owner's inner recognition that "home is the warmest harbor and community is the composition of home". Won the unanimous praise of the owners, and asked to hold more such activities in the future.

Two. Century Jincheng/KLOC was grandly opened in October/October. Under the consideration of the company leaders, I was transferred to Century Jincheng as the customer service supervisor in 10, during which I completed the following work:

1. In view of the differences between the sales hall and the community, employees are not clear about the new working environment and tasks. While mobilizing employees, formulate and implement the service standards of the club and the detailed work flow of each department, and implement the arranged work to the relevant responsible persons for completion on the same day. If you can't finish it, you should find out the reasons, make a plan, finish it within the prescribed time limit, and change the lazy, scattered and slow bad work.

2. The model room was officially opened to the public on 10, during which the comprehensive land reclamation work of the model room and the meticulous sanitation and cleaning work of the sales center were completed.

3. Complete the acceptance of the sales center, model room and supporting facilities according to the acceptance standard, and require the existing problems to be rectified and tracked, and re-check the missing items after maintenance.

4. According to the working requirements of the case site, conduct etiquette and professional skills training for the staff of the Southern Club. By using glasses and coffee cups, placing aromatherapy in the service area, cleaning staff using a unified toolbox, standardizing traffic instructions, customer service providing tea asking and refilling services and some small details, the service quality can be improved and the highlights of property services can be reflected.

5. Cooperate with the sales promotion and opening of real estate, focus on the use of property services such as sales center, model house, owners' reception, environmental cleaning, and successfully complete the opening of floors 2-8 of Century Jincheng, the "Charming Jincheng, Cai Hua Chapter" owners' friendship and other activities.

Many aspects of the work since the review are worth sharing and affirming, and there are also great shortcomings in the work:

1. The theoretical knowledge of property service work is slightly lacking, and the theoretical knowledge of other departments other than the customer service department is not well mastered and applied. We should strengthen our study, be proactive, further improve the level of property management and improve our overall quality.

2. Management literacy needs to be improved, and the study of management knowledge theory and the accumulation of practical experience need to be strengthened.

3. Although the daily work standard is up to standard, there is a certain gap with the "exquisite" service concept, so we need to work hard on the details of the service work.

In order to better develop strengths and avoid weaknesses in the new year, overcome the shortcomings in previous work and establish a good service reputation, 20xx Southern Club will devote itself to strengthening standardized management, coordination and communication, and implementation. Focusing on improving the efficiency of management services, creating a harmonious living environment and cooperating with marketing work.

First, strengthen staff training and improve internal management mechanism.

1. On the basis of the existing work manual, constantly improve the work manual according to the work needs, and implement the iso quality management system documents issued by the company, so that every employee can understand the working procedures and achieve the purpose of standardizing himself and serving the business households.

2. According to the annual training plan, regularly train employees in business, skills and service awareness, and constantly improve the staff level of the club through continuous intensive learning, so as to lead a staff team with excellent business and strong service awareness as soon as possible.

3, the club staff's own characteristics, expertise, combined with daily work performance, reasonable evaluation, reasonable arrangement of posts, clear development direction and goals, and resolutely replace incompetent employees.

Second, actively cooperate with the development of marketing and customer service.

By introducing more intimate services and demonstrating the level of property services, everyone can become a competent "image salesman" and customers can enhance their confidence in the company and the real estate.

1, according to the decoration and layout of the sales center, put forward reasonable suggestions and do a good job in soft decoration.

2, service etiquette does not let go of every detail that needs attention.

3. The service language is civilized and polite, and the words are unified and standardized.

4, through the sales center and the service of the model house, show the level of property service in the later period. The key point is to enhance the image of the property management company and explore and display the advantages and highlights of the company's services.

4. Provide the selling point of property management for the marketing promotion of the property, fully introduce the advantages of the property, avoid random commitments, and consult and answer the property management questions raised by customers.

Third, carry out a survey of owners' needs.

Actively participate in the networking activities between the owner and the sales center, and concentrate the owner's information feedback. With the help of the sales center, the owner's needs were investigated before moving in, so as to understand the owner's age structure, educational level, hobbies and various service needs. Through analysis, the management service standards and various service charging standards are determined, so that the future property management services will be closer to the owners.

Annual work summary 2-20xx years of property customer service reception passed quickly. Looking back on the work of the past year, I am deeply touched. Time flies, I have been working in the property for more than a year before I know it. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.

Looking back, it seems that it happened yesterday to apply for the post of property customer service, and now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and from a stranger to a person who is familiar with customer service work. 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;

4, 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. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;

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 Ruihe 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 Ruihe, I understand that the details cannot be neglected or 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 and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for 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 on property management knowledge, improve communication ability with customers, and improve 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;

4. 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 Ruihe Property. Ruihe's cultural concept 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 goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

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