How to learn and improve the management system of property service quality

First, change the traditional concept of the organizational structure of property management enterprises.

In order to maintain competitiveness, property management enterprises must attach importance to service satisfaction in the process of property management and improve service quality as much as possible. The author believes that the method of improving satisfaction should be based on ensuring the balance between property management enterprises, employees who provide services to residents and residents themselves.

In the service industry, there will be no satisfied customers without satisfied employees. Employees who provide services to residents are the only contact media between enterprises and residents. If employees are dissatisfied with the enterprise, it will bring irreparable losses to the enterprise. Therefore, property management enterprises must pay attention to front-line employees and grass-roots managers who are in direct contact with residents, not at the bottom of the organizational structure, but at the top of the organizational structure. Because these people are people who directly contact and serve the residents. The change of traditional organizational structure concept of property management enterprises reflects the concern for household satisfaction. In order to improve employees' satisfaction and loyalty, and stimulate their enthusiasm for work, property management enterprises can make employees from all walks of life feel that they are part of the team by means of symposiums, joint-stock reform of enterprises, improvement of employees' working environment, fair competition opportunities, and improvement of welfare, so as to enhance their sense of identity with the enterprise, thus consciously forming a sense of responsibility of "every man is responsible for the rise and fall of enterprises" in service and further realizing the goal of household satisfaction. Many famous brand property management companies take "employees are also God" and "being kind to employees means being kind to themselves" as their team motto, which fully mobilizes the enthusiasm of employees and improves their satisfaction with the company. \

Second, pay attention to the selection, training and authorization of employees.

In property management enterprises, excellent employees should have the flexibility to deal with problems, tolerance to residents, the ability to change behavior according to different situations, and the personal accomplishment of putting themselves in the shoes of residents. These qualities are more important than age, education, knowledge, training and intelligence. For property management enterprises, it is very important to hire employees with necessary interpersonal skills and high quality to ensure high-quality service. At present, although there is no completely reliable service-oriented method to evaluate people, a large number of interview skills can still be used to evaluate managers and front-line employees in key positions, such as abstract questions, scene sketches and role-playing. Front-line employees are in direct contact with residents. Under normal circumstances, unless residents complain, property management companies cannot effectively supervise them. In order to ensure proper behavior without direct supervision, it is necessary to authorize employees. At the same time, residents also want to be treated equally by employees of enterprises and get the same service as others, and necessary authorization and appropriate employee training are the key links to ensure service consistency.

Staff training includes corporate culture training, professional technical skills training and smart training. Through corporate culture training, property management enterprises can instill the value concept of service first into employees, improve their working attitude and promote their unity and cooperation, thus providing the best service. Professional technical skills training is very important for cleaners, maintenance workers, green chemical workers and security guards, including professional knowledge training related to property management (as long as you have knowledge related to property management, you must know the answer, and you can't say "this is not my job responsibility") and professional skills training (such as professional skills training for plumbers, mechanical and electrical equipment maintenance workers and green chemical workers). Intelligent training is a higher level of employee training. Through specific case analysis and situational learning, teach employees how to interact with residents to achieve satisfaction, such as how to share worries for residents, how to talk with residents, how to deal with residents' complaints, etc. Paying attention to these problems can effectively improve the ability of employees to deal with problems, and then stimulate the morale and creativity of employees.

Third, establish a service-oriented corporate culture.

Corporate culture is a relatively stable belief, value or behavior pattern gradually formed in the process of enterprise growth. It is a code of conduct that restricts the behavior of individual or group enterprises, and it is a guiding system that can produce cohesion and give enterprises distinctive personality. Almost all property management companies have put forward the slogan of "service first" and "tenant is God", but corporate culture is definitely not a few dry slogans. In daily work, enterprises can convey some information about how an employee takes personal risks for the benefit of the company and residents, and then combine the corresponding reward system to consolidate the enterprise.

Service enterprise culture. Only in this way can the enterprise's value concept really give employees a certain degree of autonomy, so that employees have the right to make their own decisions without the supervision of the traditional level. Generally speaking, it is to let employees serve the residents from the heart, not to serve for the sake of service. Relevant research data show that when employees have a strong service orientation, residents will feel that their services are first-class. If employees sincerely put the interests of residents first, they will provide first-class services, which can be felt as residents. This is what we call "dedication, dedication and team spirit".

Fourth, strengthen communication with residents.

Because residents' expectations of service results will affect their perception, property management companies should strengthen their understanding of residents. Through the registration of household information, we can understand the relevant situation of each household, such as age, personality, occupation and education level, and then divide the households into several categories according to the situation, such as picky, generous, economical and enjoyable. According to different types of households, preparing a set of communication methods in advance and training employees in advance will inevitably reduce the friction with households; In addition, property management enterprises should increase the transparency of management services, let residents know about the relevant laws and regulations, common sense, operational procedures and rules of enterprises through publicity columns, symposiums and collective activities, and let residents participate in the service process, thus improving service quality. As a result, the enterprise's property management service has not only been recognized by residents, but also increased residents' familiarity and understanding of the enterprise, strengthened the relationship between the two sides, and is also conducive to the further coordinated development of the relationship between enterprises and residents.

To sum up, as a service industry, property management enterprises are still low-profit industries, but we should see that the ultimate goal of property management enterprises is to make profits. In order to maintain a certain marginal profit and competitiveness, enterprises must improve the efficiency and quality of service delivery as much as possible. Therefore, only by paying attention to the service process can we form a distinctive and competitive quality service. In order to achieve this goal, property management enterprises should attach importance to employees who directly provide services to residents, strengthen staff training, pay attention to instilling service-oriented corporate culture, strengthen communication with residents, and improve service quality, service means and service level, so as to improve residents' satisfaction with property management services, and lay a solid foundation for property management enterprises to expand market share, increase market share, and finally improve their comprehensive strength and market competitiveness.