Summary of Property Customer Service Practice

Summary of the practice of property customer service (5 general remarks)

The full internship life is over. I believe you have gained a lot during this time. The most critical step at this time is to write an internship summary. Before writing, you can refer to the model essay first! The following is a summary of the internship of property customer service that I helped you organize. Welcome to share.

1 Through this internship, I have a deeper understanding of this job and the post of property customer service. At the same time, in this internship, I also learned a lot of service knowledge and property knowledge, which is also of great help to my future work. I also have some shortcomings reflected in my internship and want to improve in the future. This internship, I also want to summarize the customer service work.

When I first came to the company, I was also worried about whether I could do my internship well. After all, I have never done this job before, and I have tried many times to find this internship. Many interviews also require work experience, and even some companies don't recruit interns, which makes me feel the cruelty of society. Knowing that you have no experience is really a big disadvantage, but since you have learned so much at school, you should use it. During my internship, I also tried to learn from my colleagues, knowing how to deal with the owners, how to solve problems and how to operate some things. It can be said that what I learned in my post is to do a good job, which is completely different from the school theory. At the same time, I also feel that what I have learned seems relatively simple, but when it comes to practical operation, it is not so easy. You still need to do it constantly, accumulate experience and do a good job in customer service in order to truly understand what you have learned.

In the work of property customer service, the communication with the owner was a bit stumbling at first, and the efficiency of dealing with the problem was not too high, and even the owner scolded me. However, these did not discourage me. Through these, I realized my own problems, continued to work hard and accumulated work experience. At the same time, I am constantly trying, my service is better, and I can handle the feedback from the owners. I'm practicing now, too It has also been affirmed by some owners, especially some issues that need continuous follow-up. Owners have also seen my progress. I also feel that a lot of work needs experience to be done well, and I cherish this position more. At the same time, it also made me understand that my own shortcomings, although there are, can actually be changed, as long as I do things seriously, think more and optimize what I have done.

Although the internship is over, for me, this is just the beginning of entering the society. I also want to continue to do a good job in customer service and serve the owners, so that I can do better in the future.

Property management is a kind of comprehensive management that adapts to the modern production mode of comprehensive development of real estate. It is a unified management related to the diversified pattern of property rights produced by the housing reform, and it is a socialized, professional, enterprise and operational management that is suitable for the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines business management with service, is actually a service industry.

During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the nature and laws of property management work. The short internship life is both tense and novel, and it has gained a lot.

Property management belongs to the tertiary industry and is a service industry. Property management belongs to the tertiary industry and has its unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management into service. Provide high-quality, efficient and thoughtful services for property owners and users, and let the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the owner's satisfaction reaches the upper-middle level. The residential area has beautiful environment, high greening degree and complete facilities. Often carry out various activities to enrich the owner's spare time life, belonging to high-quality residential areas. Its business goal is to create a safe, warm, fast, convenient and tidy living area for the owners.

The main work of my internship is to receive the owner's visit, declare the fault and handle the complaint. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that do not belong to the scope of property responsibility, this paper makes further analysis and puts forward countermeasures and solutions to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the security risks in the community were cleaned up and solved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment of community owners to protect the interests of each owner, and at the same time, it also pays a return visit to some owners who are maliciously in arrears to deal with problems.

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. The quality of employees represents the image of the enterprise, so we have been doing a good job in employee training and improving our overall service level. The main content of our training has a good image and gives people a pleasing sense of purpose. Property management is first and foremost a service industry. We receive the owner's visit with enthusiasm, thoughtfulness and friendliness, so that even if the owner comes with emotion, our thoughtful service will be reduced, so let us solve the owner's problems. In this regard, Manager Chen specializes in providing professional training for all employees in the department, which is completely hotel-style service specification to require employees. The receptionist must answer the phone within three rings, and then report to the door first: hello, X, Tianyuan Property, at your service. Front desk service personnel must stand to serve. No matter whether the company leader or the owner passes by the front desk, they should say hello. This has enhanced the image of the customer service department, the image of the whole property management company and the service nature of the property management company to a certain extent.

Summary of Property Customer Service Practice 3 In a blink of an eye, 20xx years have passed in our busy work. Looking back on 20xx, the customer service department of property management company can be said to be a year of further development and promotion of various governance performance. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. Through the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various working systems have been continuously improved and implemented. The service concept of "customer first" has been deeply imprinted in the minds of every customer service staff. Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of 20xx's preliminary improvement of various rules and regulations, the focus of 20xx is to deepen implementation, so that the customer service department can deepen its familiarity and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

The second is to integrate theory with practice and actively carry out customer service training.

Use the regular meeting time of customer service department every Friday to strengthen the training of this part of the staff. The training work is based on the practical problems encountered in the work in the past week, so as to achieve the combination of theory and practice and make each customer service staff more familiar with the service concept.

Third, the daily maintenance processing

According to the workload statistics every weekend, it will receive more than a dozen various forms of repair reports. According to the different contents of the repair report, actively send workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four. Collection of property fees in XX community

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in XX and XX communities. Finally, with the support of the property manager, secretary and other parts, the charging index issued by the company was completed.

Verb (abbreviation of verb) collection of energy fee

Completed the quarterly water meter charge for residents in XX community as scheduled, and completed the new task assigned by the company-the first water meter charge for residents in XX community.

VI. Commercial Lease Work in XX District

We have worked out the lease plan for the bottom-level merchants, and introduced supermarket and drugstore projects in the second half of the year.

Seven. Take back some buildings

Completed the repossession of X# and X# in X months; At the same time, some buildings (unit X #- 1 2) moved back to XX District have been recovered.

Eight, organize fund-raising activities.

After learning the news of xxxx, the leaders of the property company immediately decided to hold fund-raising activities in the community to offer love to the people in the disaster area. This task is completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.

Nine, during the festival, the park decoration and layout.

Actively complete the decoration and layout of the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival attracting young people's attention), and bought Christmas trees and various decorations at the XX gate of the community and the lobby of the XX district.

X. Owners' Symposium

On the eve of the Spring Festival, the annual owners' forum was organized. Invited owners spoke actively at the meeting, fully affirmed the service work of the property management company and put forward pertinent suggestions.

In short, on the basis of 20xx years' work, we are full of confidence and hope. In the new year, we firmly believe that as long as we work hard, actively explore and forge ahead, we will be able to do our best to complete all the work indicators issued by the company.

Summary of Property Customer Service Internship 4 It seems that it happened yesterday that xx Property applied for customer service positions in ancient times, 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 familiar customer service job.

Many people don't know about customer service, and think it's 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, if you want to be a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and 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.

5, 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. For the company's information documents and relevant meeting minutes, input and print them carefully, make forms and documents according to the work needs of various departments, and draft reports.

7, the replacement of old and new forms and put into use.

8. Complete other tasks assigned by superior leaders.

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 the knowledge of property management, improve the communication ability with customers, and improve the 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.

5. 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 xx Property, and the cultural concept of Ruihe and the working atmosphere of the 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!

In 20xx, with the strong support of the company leaders and the solidarity and cooperation of all departments, and with the efforts of the employees of all departments, our customer service department earnestly studied the basic knowledge and job responsibilities of property management, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to urge the maintenance, complaints, return visits and other business services to be properly handled, and successfully completed all the goals and plans formulated at the beginning of the year.

Up to 20xx, households X, X, X, X, X, X, X, X, X, X, X, X, X, X, X, X have gone through the secondary renovation procedures, X has gone through the secondary renovation acceptance, and X has returned the secondary renovation deposit. Parking space registration x households.

The following is the completion and analysis of important tasks:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the information release work

This year, our department has issued various written notices to customers about X times. By sending and accumulating X notifications, ensure that the notifications are timely and detailed, clearly expressed, and accurately used, and actively cooperate with the contents of the notifications to make relevant explanations.

Third, the owner missed the project complaint handling work.

X copies of missing contact list for engineering maintenance were issued before 20xx * *, and the engineering department of the development company returned X copies of completed maintenance, with a completion rate of x%. X * * Submit X customer complaint information daily reports and X complaint handling forms. The engineering department of the development company has completed X repair receipts, and the owner complained that the repair rate was x%. Our department visited X times, with a return visit rate of x% and a satisfaction rate of engineering maintenance of x%.

Four, the basement flooding accident treatment work

The basement water seepage accident * * * on xx, xx, XX, XX caused the property loss of the X owner. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

By the end of 20xx x x, our department had visited X households through a household survey of the owners of residential quarters, and issued 38 property service opinion forms. According to the survey, the satisfaction rate of residential owners to our reception work is x%, the satisfaction rate of telephone service is x%, and the satisfaction rate of return visit is x%.

Six, establish and improve the owner file work

X copies of the owner's file have been improved and updated, and the owner's electronic file has been continuously supplemented.

Seven, to assist government departments to complete the work.

Assist xx Street Police Station to conduct a general survey of the owners staying in the park.

Certificate of change of social registered permanent residence of xx owner in registered permanent residence.

VIII. Training and learning

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

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