Work Plan of Property Department in the Second Half of the Year

When making plans for leaders, we must have an overall situation and make appropriate arrangements, which should be done first and which should be done later. In the process of implementation, there are priorities, which is the key and which is the general, and it should be clear. In terms of time arrangement, there should be a general time limit, the time requirement of each stage and the arrangement of manpower and material resources. In this way, the relevant units and personnel will know to what extent the work should be done within a certain period of time and under certain conditions, so as to strive for active and orderly coordination. The following are three work plans I have prepared for the second half of the year for your reference.

Work plan for the second half of the property department 1. Improve service quality and standardize front desk service.

Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality.

According to records and statistics, since the beginning of this year, the front desk has received more than 26,000 calls and received more than 0/0300 maintenance, including more than 7,000 daily maintenance by the owner and more than 3,300 maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization.

In the daily management of the park, strict checks are made, inspections are strengthened, and illegal operation and decoration in the park are found. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a commission system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate.

Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly doing a good job in employee training to improve our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees.

If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service. The receptionist must stand up and serve. Whether the company leaders or owners pass the front desk, they should say hello, which not only enhances the image of the customer service department, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and legally solve problems encountered in practice. We also invited engineering masters to explain the knowledge of engineering maintenance to us.

If the owner applies for maintenance, we should be able to distinguish the location of the maintenance application, the basic treatment method, what tools the master should bring, and how long the warranty period of each part of the project is. Only by clarifying these problems can we publicize and tell the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

The second part of the property management department's work plan for the second half of the year (1) continues to strengthen the customer service level and service quality, and the owner's satisfaction rate reaches about 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.

(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on xx years, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to work together in Qixin to achieve departmental goals and contribute to the company's development.

1, pay close attention to team internal construction and work discipline.

2. Exchange views regularly.

3. Establish a manager's email address, accept suggestions from employees, and better serve the owners.

4, improve the management system, according to the working standards, work standards.

5. Recruitment and training of personnel.

6, building acceptance content, field trip.

7. Preparation and implementation of house delivery.

8. The management of vacant units and the business of renting and selling on behalf of others.

9. Improve the owner's file.

10, charge for collection.

1 1. Handle the complaints and inquiries of the owners and follow up the work, and establish a return visit system.

12. Organize study and training to improve the working level and service quality of employees.

13, visit regularly, solicit opinions from the owner, and continuously improve the service quality.

14. Organize community cultural activities and owners' networking activities.

15, responsible for all formalities of check-in, house inspection, house delivery and decoration.

16. Sign the property service contract, decoration agreement and other documents.

17. Carry out other paid services according to the owner's requirements.

18, supervise and inspect the service quality of all departments, and rectify unqualified services in time.

19. Hold regular service quality evaluation meetings of all departments to continuously improve service quality.

20, other work assigned by the leadership.

Article 3 The work plan of the Property Management Department in the second half of the year is 1. Re-formulate and refine the responsibilities of this department; Unify the customer service, cleaning, greening and logistics systems into a "customer service management system", improve the work flow of each group, and ensure that there are systems, implementation, inspection and improvement, and form relevant records;

2. Implement the on-site office system of regional housekeeper, so as to facilitate the rapid acceptance of convenient business such as consultation and maintenance of the owner. No matter major problems, customers should be on call, and the customer service hotline should ensure that they are on standby for 24 hours; Carry out regular or irregular inspections of residential quarters in an all-round way, and formulate detailed inspection systems, repair procedures, and follow-up requirements for inspection completion, so as to find problems, deal with them in time, and follow up the whole process; Within two years, build a regional gold medal property manager;

3. Handling and solving customer complaints is an important part of our daily work. In order to better grasp the customer information, understand the customer's satisfaction with our work and improve work efficiency, our department will use a special person to answer the phone for every customer's complaints and complaints. The timely rate of handling all kinds of complaints reaches 98%, and repair rate is not higher than 5%; One-on-one visits or telephone calls to ask customers about their service attitude, solution time and handling situation after receiving the newspaper;

4. Set up a file management counter, put the customer information and various inspection and patrol information within the department in the file cabinet for easy searching, and assign special personnel to file and borrow.

5, the implementation of monthly, quarterly and annual public facilities and equipment maintenance and warehouse management, so that facilities and equipment are maintained, inspected and recorded, and the warehouse is clean, clear and accurate;

6. Strengthen the detailed management of cleaning and greening work, focus on the detailed treatment of cleaning and greening operation problems, implement the assessment mechanism, and conduct regular inspections on the areas cleaned and trimmed by cleaning and greening personnel every day. From team leader to supervisor, from supervisor to regional housekeeper, it is divided into three levels of inspection and spot check, and at the same time, more accurate time nodes are set for cleaning and greening personnel every day to finish the work on time; Personnel management should be humanized, increase employees' spare time and constantly improve their enthusiasm.

Looking back on the past year, yesterday's work scene is still vivid. Many people have written summaries. You may hear the word summary, and many people will think about how much work they have done. However, as a customer service staff, I think it is more important to constantly sum up my emotions. Over the past year, we have been deeply aware of our lack of execution and professionalism. But we also know that this is also the starting point of our struggle. We will learn lessons, sum up experience, learn from learning methods, innovate constantly, give full play to the subjective initiative of employees, and provide professional, timely and sincere domestic customer service for all sectors of society. As customer service, our service awareness is one of the most important things. We should not only be able to solve problems for customers wholeheartedly and calm their emotions, but also be able to check every detail of our work when looking back and summarize and analyze our work experience, such as improving the efficiency of answering customers and how to provide comprehensive solutions for customers, so that our work can be programmed, systematic and orderly as soon as possible.

The new year is coming, and I am determined to devote more time to my post, complete all the work assigned by my superiors with greater enthusiasm and live up to their expectations. From now on, I will improve our workflow, improve work efficiency, reduce employees' idleness, improve employees' quality, infiltrate the service concept into the hearts of every employee, and build a harmonious community service atmosphere. Strengthen the on-the-job training of employees and improve their ability to perform their duties according to law; Do a good job in quality education, organize employees to seriously study laws and regulations, related business and community management knowledge, open up working ideas, and improve their ability to comprehensively apply knowledge in practice. I hope everyone in our team will cherish the harmonious atmosphere together, create more surprises and transcendence, give full play to the team spirit, and take no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in projects as the work goal, so that our company's service will take a new step, enter a new realm and open a new chapter with the arrival of the new year.