Work Plan for Property Customer Service in 2022

The word "property" was translated from English property or estate, and was introduced into coastal areas and inland areas from Hong Kong, meaning property, assets, real estate, real estate, industry and so on. The following is the 2022 property customer service work plan I compiled for you, which is for reference only and I hope it will help you.

2022 Property Customer Service Work Plan 1

Since June 5438+February last year, the daily work of Yuyuan District has been carried out smoothly under the correct guidance of the company leaders, and the quality of cleaning and greening has been obviously improved, but it is still weak in the aspects of vehicle order management, public facilities and equipment maintenance management, and team training and construction within the department. Personally, I have been working on the property customer service line, and my contact work mainly focuses on customer complaint handling, internal and external communication and coordination, community cultural activities and so on. I don't have comprehensive knowledge of other departments in technical operation and internal management, especially in detail management of engineering and safety. I will try my best to make up for the shortcomings and deficiencies, improve in an all-round way and keep up with the development needs of the company. Property management work plan is specially formulated:

According to the company's strategic objectives and work arrangements for the new year, the work plan of Yuyuan District will be closely focused on the "year of improving service quality". The main work plan is as follows:

The first is to fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting with the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, and vigorously carry out housekeeping, garden maintenance and water and electricity maintenance. , to provide quality services for the owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

Yuyuan District will work with a pragmatic attitude, take the company's overall work policy as the direction, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.

Work plan for property customer service in 2022 II

According to the customer service department's 20-year work plan proposed in the Company's 20-year Work Summary and Plan and many existing problems, our department put forward the following plans and measures after meeting and discussion:

I. Work plan for 20 years:

1, 20 _ 3 months ago, count the detailed information of owners who have been in arrears with property fees for more than three years, and ensure that the name, contact information, years of arrears and amount of arrears of each owner are accurate.

2. In March, the multi-storey 20_ year property fee was urged, and reminders, telephone notifications and SMS notifications were posted to create a payment atmosphere.

In March and April, the heating stopped and various repairs began. In the maintenance work, no matter big or small, all reports are recorded, everything is tracked and returned to the original owner.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continuously organize departmental employees to do regular training.

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and make the work plan for next week.

6. Hold regular quality review meetings of all departments, standardize customer service personnel, enrich professional knowledge, and provide better services for community owners. You can improve your skills by organizing visits to other excellent communities and learning and training related professional books.

7. Improve the owners' files, visit the owners who have no files and the files are not detailed, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees.

8, other work assigned by the leadership.

Second, 20_ years of work problems and improvement measures:

(1) The collection rate of property fees in 20 _ years is only 70%, including various factors that affect maintenance problems, as well as charging methods, reward and punishment systems and personnel management.

1, the charging method is simple;

In 20_ years, the collection rate of property fees in my community was low, and most of the toll collectors used the method of dunning, and most of them were not at home when dunning. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable;

Our department now adopts the reward and punishment method of charging 10 households every week. The effect of early charging is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and it was not adjusted in time in the later period. For the collection of property fees for 20 years, our department proposes to formulate a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, which not only has the pressure of toll collectors, but also has the temptation to maximize wages after completion.

3. Management of toll collectors.

Last year, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, failure to grasp the ideological trends of toll collectors in time, failure to find problems in time and failure to solve problems well. In the charging work last year, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation. I want to correct many problems in my previous work, communicate in time when I find problems, and solve them with a gentle attitude.

(2) The customer service center is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is lax, and the awareness and work motivation are obviously reduced. In 20 years, our department should do a good job in employee management. Before going to work every day, employees should conduct self-inspection and mutual inspection on dress and etiquette, maintain a good image of customer service personnel, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve their own quality. The department has established the concept of "consideration, patience, enthusiasm and carefulness" throughout the owners, and regards the owners' affairs as their own. Strictly implement the company's rules and regulations and severely punish bad behaviors such as playing computer during office hours.

(3) The customer service department did not do the maintenance service and patrol work carefully enough, the maintenance service record was unknown, the patrol area and route were single, and it was not careful enough, and all kinds of potential safety hazards and violations of temporary management regulations were not discovered, solved and reported in time. In the new year, our department will formulate strict inspection standards for residential quarters and decoration, and earnestly implement them, and fill in inspection records in strict accordance with company regulations. Docking repair work should be done regardless of major issues, and everything should be recorded in detail. Make a single-family maintenance file, and the major and minor repairs are well documented.

There are many shortcomings, new problems and chronic diseases in the work of our department in the past 20 years, but under the guidance and care of the company leaders, all the staff in our department are confident to do all the work well in the next 20 years.

Work Plan for Property Customer Service in 2022 3

It's been more than two months since I arrived in Xinfu in a blink of an eye, and all the bits and pieces of work here are vivid. It's really not easy for me to know nothing from the beginning and now I can handle some emergencies by myself!

In the early stage of coming here, I didn't understand the front desk work well, so I always made mistakes in my work and there were always many problems. There is nothing wrong with having a problem. The mistake is that you can't analyze the problem! Time goes by day, from not knowing what to do at first to taking the initiative to find something for others. This is my own progress, but also the progress of my life! I was right to come here. There are many choices in life. How to make the right choice? In fact, you just need to understand what you want this time. Xinfu gave me an opportunity to practice my eloquence and let me know how to communicate well with others.

During my work here, I learned what procedures I need to go through to close the house and what to pay attention to in the process of closing the house. This is all a kind of learning! The receptionist at the front desk is actually very trained. For me who is careless, I really got a good exercise. Although there are still many problems in filing forms at the front desk, I have made great progress compared with the previous one. I want to pursue better and make better achievements, which is what the company needs all our new rich employees to do! Our supervisor always tells us that going to work is not about how much money we need, but about finding a sense of belonging and honor in our work!

Two weeks after I came, the supervisor asked us to start urging the property fee. I met the owner of Building 2 by chance. He kept asking me about the real estate license. At work, I always remember that every action I do now is to prepare for my future work. Although I was not very clear about handling the real estate license at first, I took the trouble to help him ask many places and try my best to let her know more about handling the real estate license! Later, she came to us and paid the property fee for three years at once. Although there are only more than 5,000 yuan, it is only natural to pay the property management fee, but I still feel that this is an affirmation of my work, and we have found a sense of honor here!

The above is what I learned during my stay in Xinfu. I can't just go out to work and study, but also need to create value for the company. Although I came to Xinfu Service Center on May 14, 2000, I voluntarily promised the following points to further improve my quality and professional level:

1. Wear work clothes according to company requirements. Work clothes should be neat and tidy, and work cards should be worn at work.

2. When answering the owner's phone, ring within 3 rings, pick up the phone and report clearly: "Hello, this is Xinfu Property. What can I do for you? " Listen carefully to the reason why the other party called. If you have anything to say or ask, write it down one by one and try to reply in detail. After the call, say to the owner in a calm tone, "Thank you, goodbye!" "

3. Call the owner. When answering the phone, take the initiative to greet the other party, "Hello, this is Xinfu Property", use honorifics to confirm the room number and the caller's name, explain clearly what to do, and say "Thank you, goodbye" after the call.

4. The owner went to the service center for help or complaint, stood up when he entered the door, and greeted the owner with a smile: "Hello, what can I do for you?" Listen carefully and patiently to the problems mentioned by the owner, register completely and deal with them in time to ensure the return visit rate of 100%. When the host left, he stood up and said, take your time and welcome to come again! "

5. Do a good job in the registration of keys in and out, establish, update and manage the information in the area, and make the registration perfect, accurate and without omission.

6. Be able to handle the occupation and decoration formalities skillfully, and do a good job of registration.

If you can't voluntarily do the following punishment according to the above, you will be fined 100 yuan, clean the whole corridor and use the off-duty time!

Work Plan for Property Customer Service in 2022 4

20_ year is a year for property management companies to improve their quality services, and it is also a new year for us to carry forward the past and forge ahead into the future. In addition to adhering to the concept of "owner first" as always, we should also explore new working ideas. At the same time, next year, it will face the difficult challenge of the third-phase owners' repossession, serving the first-phase and second-phase owners and collecting the first-phase property management fee. Therefore, we must strengthen the sense of crisis and realize the comprehensive, healthy and orderly work of property management companies on the basis of advocating pragmatic consciousness. The work focuses on the following aspects:

First, the delivery work

1. Be prepared to receive the third phase of the project, increase the talent pool, control the quality during the initial inspection and reinspection, and avoid major maintenance and rectification after the key is handed over to the property. After receiving the three-phase keys, check the standardized management one by one and seal them in a unified way.

2, do a good job in the first, second and third phase of housing delivery data statistics, owner information and housing acceptance certificate management, and there are people who are responsible for it.

3. Make the work arrangement at the delivery site and check before delivery, and cooperate with sales to borrow keys.

Second, the daily work

1, do a good job in the daily reception of the owner's calls, and do a good job in the detailed registration and data statistics of the problems, and do a good job in the front desk verification and the owner's return visit.

2. When handing over the house, do a good job of signing the contract and issuing the keys on site, so as to be fair and meticulous.

Third, the construction of property management team.

As the employees of the customer service department have basically never been engaged in property management before, there is definitely room for development at their current professional level. While coordinating with the company to adjust the organizational structure, we will further strengthen the construction of property management team, refine the division of posts, strengthen performance appraisal and improve the professional quality of every employee. Next year, we plan to strengthen the organization of all kinds of training activities, carry out property service building competitions from time to time, and temper a team of employees who are willing to fight, fight and fight.

Fourth, improve the service level.

Because the property management company has just been established for less than two years, and the various environments in the community are more complicated, there is nothing to learn from, so there are inevitably shortcomings in the work. In the next step, we will deeply understand the connotation of property management, strengthen and deepen the special work of customer service level and service quality, strive to improve the owner's satisfaction, further improve the service level, strive to improve the owner's satisfaction, serve the owner wholeheartedly, and make the property management level of _ property company reach a new level.

Five, do a good job in the collection of the first phase of property management fees.

Do a good job in the publicity of property fees and the explanation of owners. Let the owners realize that the property management fee is the economic basis for the survival of a property. It is the owner's right to enjoy property services, and it is the owner's obligation to pay property management fees. In order to ensure the smooth development of the next property management work and the smooth collection of the property management fee for the first phase of the future owners, do a good job in paving the way.

Departmental coordination of intransitive verbs

In the next year, the customer service department will fully assist all departments of the property management company, maintain close relations with all departments, and timely, effectively and properly handle the disputes, opinions and suggestions of the owners.

Seven, key management

Summing up last year's work experience, the key management should be implemented to people, the administrator and the key should not be separated, and the indoor items and entrance doors should be closed.

Work Plan for Property Customer Service in 2022 5

First, establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(B) the establishment of quality inspection

System. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department). .

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and various centers, between customer service centers and relevant departments in the school, as well as other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(4) Coordinate and handle customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. There are not less than two human resources, and the staff with a bachelor's degree is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing the other, and gradually establishing norms and improving customer service.

Verb (short for verb) Budget.

In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also costs some money. Without a budget, there may be no funds. According to economic principles, you will make a budget.

500 yuan/Monthly official expenditure is 6000.00 yuan.

The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, and it is a business department rather than a management department. In the future, if the bidding for property services in Shuang Fu Park can be successful, the customer service center can adopt the model of "Longhu Community".

The above work plan is only used as the idea of "cadres quitting the league" and "quality, reform and development" organized by the customer service department for the head office, and may not be implemented immediately. Practice is the only criterion for testing truth. Customer service should be gradually improved and upgraded according to its own characteristics. We continue to explore in our work, with the aim of providing logistics services and making the company bigger and stronger.

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