"property year-end summary report" got high marks.

Work Summary of Customer Service Department in 2009

Busy 2009 is coming to an end. Looking back on the work of the customer service department in the past year, I was deeply touched. Over the past year, with the care and support of leaders at all levels and the active efforts of all employees, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, the organization is effective, the division of labor is clear, and the established tasks of the company have been completed.

2009 is the handover year of Zheng Jin Company and Crystal Real Estate. Over the past year, according to the construction progress and the basic situation of the building, we have divided the areas, implemented the regional responsibility system, and arranged the handover time and order of each area. At the same time, the internal division of labor has been carried out, and proper arrangements have been made for charging, formalities, getting keys, house inspection, filing, and after-sales problems.

Due to the tight construction period and imperfect acceptance procedures, as soon as the house is completed, the property will be put into acceptance. In the process of acceptance, the property was painstakingly divided into professions and batches, so that every household and every tiny part should be seen, and detailed acceptance records were made. Every acceptance result is a thick pile, and we will send the acceptance result to the developer and the construction team in writing for rectification within a time limit. In order to ensure that there are fewer problems when handing over the house, we have carried out many inspections on each building. Because some elevators don't work, we climb stairs, and some employees' feet are swollen. They bear it silently and say nothing. Their professionalism deserves our admiration and study, and is an example of our crystal property.

During the delivery period, due to the relatively concentrated time, the number of customers is relatively large every day, and even nearly 100 houses are delivered in one day. During this period, it goes without saying that you are tired, and overtime is a common occurrence. It is also common to have lunch until one or two. What's more, all the owners always ask such and such questions. Physical fatigue and mental stress are always testing everyone. During this period, the company leaders held meetings every day. First of all, they constantly sum up experience, making the handover procedure more simplified and the owner handling it faster. Second, they help employees to deal with the thorny problems encountered in the handover process. More importantly, they gave everyone spiritual encouragement and asked everyone to be tight outside and loose inside, and always stand with everyone. It is precisely because our crystal property has such a team that is not afraid of hardship, fatigue and daring to fight, that we have successfully completed this year's delivery task. By the end of June, 2009, 65438+February 1, the first and second phases 17 had been delivered to 2322 households and surrounding businesses.

Second, in line with the principle that there is no trivial matter in the owner's home, actively coordinate and deal with various problems during and after the handover.

In order to establish a good corporate image and reputation of Zheng Jin Company and Crystal Property, promote the smooth delivery of the building, and deal with the problems raised by the owners in a timely and effective manner, we constantly contacted the developers and the construction team to hold a coordination meeting, and took various measures to urge the construction party to deal with the problems in a timely and thorough manner. At the same time, it also strengthens the internal management of the property, establishes a housekeeper and a regional manager according to the basic situation of the building, and establishes maintenance files for each building and each manufacturer. Due to the tight construction period, many buildings have no natural gas when handing over the house. We actively cooperated with the developers, so that all 2,635 households in Building 17 were supplied with natural gas, which ensured the normal life of the owners. Due to the need of gas supply safety, every owner is required to leave someone at home during gas supply. It is difficult for these more than 2,000 households to leave one person at home at the same time.

By June 65438+February 1, 20528 cases (times) had been repaired and 362 water leakage incidents had been handled. Such an amazing amount of maintenance, people who have not participated in it will never understand the hardships and difficulties, especially because of slow maintenance, incomplete maintenance or incurable diseases, which have been scolded by the owners, and the feelings in their hearts can only be realized by those who have experienced it personally. As the saying goes, it takes a long time to become a doctor. Because of many maintenance problems, every employee of customer service has become a "critical eye". There is water leakage here. They all know where to look first, where to look again and how to look. Because the construction teams cross construction and wrangle with each other, they all know who to coordinate and how to coordinate. Because there is no control valve installed behind the tap water meter in some buildings, the owner needs the property to switch the water when changing the water pipe or faucet, and the water has been switched on and off for more than 3,000 times. Because residents use electricity by plugging cards into wells, the owner needs the property to open the well door when plugging cards, and the cumulative switch has reached more than 5000 times. For the benefit of the company, the house and supporting facilities are more perfect, and the maintenance problems of the property are comprehensively analyzed, and some reasonable suggestions are put forward to the developers.

Third, good work enthusiasm and a high sense of responsibility are powerful guarantees for completing all the work.

We insist on holding a morning meeting every morning, summing up the work of the previous day and making reasonable arrangements for the work of the next day. We carry out activities such as speech contest, collective birthday party, three stresses and one tree (stressing unity, learning and healthy atmosphere, and creating a scenic city is my family's idea) to enrich employees' lives, stimulate employees' enthusiasm and enhance enterprise cohesion. Customer service personnel are required to master the basic knowledge of water, electricity, heating and civil engineering. Copy the water meter on time and collect the water and electricity bills.

In order to improve the charging rate of various fees, we implement the responsibility to the people, implement the package system, solve the problems raised by the owners one by one, and take various measures for unreasonable households. As of February 4, 2009, the heating fee rate reached 87%, and the property fee rate reached 89%. In order to improve the company's profit, we handled 467 renovation procedures, charged 287,867.8 yuan for various renovation expenses (renovation management service fee, garbage removal fee, license fee), and carried out diversified businesses (access cards, toilets, advertisements, agency services, etc.). ) * * 4,937.0 yuan, totaling 292,804.8 yuan.

Fourth, strengthen decoration and daily management to improve service quality.

In order to maintain the integrity and beauty of the residential building structure, external walls and public facilities, and effectively supervise the decoration behavior, we signed a written decoration agreement with the owner and the decoration company to inform the relevant decoration prohibition behavior and matters needing attention. At the same time, warm tips are posted on the bulletin boards of all units, and the regional housekeeper insists on checking inside the decoration households every day to stop the problems in time and remind the owners to improve as soon as possible. In order to keep the air-conditioning installation in the residential area clean and beautiful, we put forward reasonable suggestions to the developers in time to improve the unsuitable air-conditioning guardrail. At the same time, work closely with the security department. As soon as the air-conditioned car enters the gate, the security guard will inform the regional housekeeper to follow up. In view of the appearance characteristics (wide edges) of our community, many households have protective nets with windows open inside. We visited other residential areas, learned lessons and put forward practical solutions. The unified installation of stainless steel protective net, placed between the window frame and the invisible screen window, not only meets the needs of the unified appearance of the community, but also meets the needs of different levels of owners (different stainless steel pipe wall thickness, different prices).

5. Work experience.

The customer service department is the window of the property, and everyone's words and deeds represent the image and reputation of the company. Our employees must be strict with themselves in terms of clothes, words and deeds, manners and thoughts, and strive to be perfect. This year, from the acceptance, delivery, after-sales maintenance, decoration, reminders, there are sour, sweet, bitter and spicy, happy, angry, sad and happy, let us deeply understand the hardships and difficulties of customer service in the property service industry. But these are nothing. We know that we will be safe when we come. Whenever a leader's encouragement and praise, a greeting and thanks from the owner, we are full of confidence and feel cordial.

In the new year, I hope our company can make new breakthroughs in the following aspects:

First, I hope that the head office can really strictly control the quality, standardize the construction procedures and acceptance procedures, and minimize the phenomenon of wrangling and general maintenance.

Second, improve the rules and regulations of the property, make the work more detailed and quantitative, and realize the restraint of employees with the system.

Third, improve the internal workflow, turn the processes of various departments into words, and supervise the implementation.

Fourth, improve the training system.

Fifth, establish a reward and punishment system.

The wind sent away the residual snow, and spring came again. Looking back on 2009, we had sweat, tears, hard work and laughter. This is a year of hard work, innovation, ups and downs, and maturity. The rings of the years have witnessed our growth. Rough roads make us stronger, and hard training makes us more mature. The edge of the sword comes from sharpening, and the fragrance of plum blossoms comes from bitter cold. We are a young team, brave in struggle and innovation. As a branch of Zheng Jin Group, it is our eternal and persistent pursuit to create harmonious residential areas and brand properties, and it is our goal to be a good housekeeper of Zheng Jin Company. The work of Crystal Real Estate in 2009 is now reported to the company leaders as follows:

First, team building.

2009 is the delivery year of the head office, and it is also a year of rapid development and growth of crystal property. This year, according to the construction progress and delivery arrangement of the head office, we introduced talents reasonably and reformed the original system.

(a) customer service division of labor, the implementation of regional responsibility system.

In 2009, 65,438+03 buildings were delivered to the owner, plus 4 buildings delivered in the first phase. Now it governs 17 building, and the original management mode of Crystal Property can no longer meet the service requirements of Jiejingcheng. In view of this situation, after many discussions and studies, we divided the existing buildings in the community into five areas, and the housekeeper team was divided into six groups, each with its own reasonable work.

(2) The maintenance department is divided into professional groups, and the responsibility is implemented to people.

The trial operation of the second phase of the project in 2009 increased the number of facilities and equipment we managed. Faced with this problem, we didn't flinch. According to the specialty, the maintenance team is divided into plumbing group, electrician group and elevator group, and the facilities and equipment are managed and maintained by special personnel. Small work is assigned by the professional group, and big work is done together, and the division of labor is not separated, which provides a reliable and powerful guarantee for the normal operation of facilities and equipment.

(3) Set up a greening team.

A few years ago, our greening was outsourced, and seedlings were often changed, pesticides were not sprayed in time, the trees in the community were weak, and the lawn was yellow, which made the beautiful environment of Street View City fly in the ointment. According to the instructions of Yang Zong, we set up our own greening team in April this year to manage more than 500 trees, 180 pots of flowers and nearly 6,000 square meters of lawn in the community. After the team was formed, we immediately took measures such as spraying leaves, drying them and irrigating the roots, so as to disinfect the lawn first, then topdressing, and then adding green. It didn't take long to see the effect. The lawn is green, the trees are lush, and the community is brand-new and full of vitality.

(d) Establishment of cleaning teams.

Cleaning plays an important role in property services, and the clean living environment of the community comes from their hardworking hands. In the property industry, in order to reduce management costs, most property companies will hire professional companies to carry out cleaning, and we are no exception. In order to provide a clean and tidy living environment for residents, through more than three months' investigation and calculation, we set up our own cleaning team on June 5438+ 10 this year by recruiting, recruiting and introducing existing personnel. According to the successful experience of the customer service department, the group is divided into groups, and the posts, personnel and treatment are set on a trial basis to stimulate the enthusiasm of employees.

(5) The order maintenance department has been successfully transformed into a management department.

Order maintenance is the patron saint of the community and an important functional department of the property management company to ensure the company's property safety, maintain the peace of the community and the property safety of the owners. In order to provide better service to the owners of Jiejingcheng, on February 4, 65438, the reform of clothing and work functions of the order maintenance department was implemented, the security team was dissolved, and the management team serving the owners was re-established. Not only in the external image, but also in thinking and working methods, it will promote us to better serve the owners.

Second, increase revenue and reduce expenditure, and be a good housekeeper of Zheng Jin Company.

(1) Main income

Crystal Licheng Project: What is the property fee rate in 2009? Has the heating fee rate been reached? .

Jiejingcheng Project: In 2009, the property rate reached 89%, RMB; The heating charge rate reached 87%, in yuan (as of February 4th, 65438).

(2) Other business income

Crystal Licheng Project: Using the existing site, develop 9 parking spaces, and increase the income by 27 109 yuan. Income from other operating projects 1 1783 yuan.

Jiejingcheng project: the income from renovation phase is 287,867.8 yuan, and the income from other operating projects is 8,937.0 yuan.

(C) Engineering transformation to reduce operating costs

In order to save energy and reduce consumption, in 2009, we invested considerable energy to transform water supply, external network, green water, reclaimed water and sewage source water into self-prepared wells. Adjust the lighting brightness of the garage, and cooperate with the Municipal Lighting Office to repeatedly adjust the lighting time to meet the lighting requirements and save energy. For the safety of the machine room and power distribution room, we changed the locks of all the machine rooms and power distribution rooms, and installed exhaust equipment for all the machine rooms to ensure the normal work of the elevator. In addition, the septic tank in the security bathroom was reformed.

Property service is a low-profit industry, and frugality is the style that the company has always advocated. In daily work, we require employees to take the company as their home, consider the cost in everything and have a sense of saving. This paper should be used on both sides. The switching time of residential lighting should be adjusted according to the season and weather changes, and the switching time of heating should be adjusted according to the weather conditions when residents are satisfied. Using the resources of the community, we will carry out various forms of business income-generating activities such as housing intermediary services, initial installation of fixed telephones, and mobile phones in property offices and communities. In terms of personnel training, it pays attention to the cultivation of compound talents, so that customer service personnel can understand simple maintenance work, which not only facilitates the owner, but also reduces personnel expenses.

Third, build residential areas and build a harmonious hub city.

2009 is the handover year of the company. In order to establish a good corporate image and reputation of Zheng Jin Company and Crystal Property, the owners will settle in Jiejing City as soon as possible, and we will strictly control the quality. Due to the tight construction period and imperfect acceptance procedures, the property was put into takeover acceptance as soon as the house was completed. In the process of acceptance, the property is painstakingly divided into professions and batches, so that every household and every tiny part should be seen and detailed acceptance records should be made. Every acceptance result is a thick pile, and we will send the acceptance result to the construction team in writing for rectification within a time limit. In order to ensure that there are fewer problems when handing over the house, we have carried out many inspections on each building. Because some elevators don't work, we climb stairs, and some employees' feet are swollen. They kept silent and endured silently. In order to promote the smooth handover of the building and deal with the problems raised by the owners in a timely and effective manner, we constantly contacted Party A and Party B, held coordination meetings, and took various measures to urge the construction party to deal with the problems in a timely and thorough manner. Some problems can't be repaired in time by the construction party. In order to satisfy the owner, we do it ourselves. In 2009, the * * * water meter was repaired 20,528 times, 362 water running incidents were handled, and water was switched on and off more than 3,000 times. The electricity in the residential area was plugged in and plugged in the well, and the owner needed the property to open the well door for more than 5,000 times. Due to the relatively concentrated delivery time, the number of customers is relatively large every day, and even nearly 100 houses are delivered every day. During this period, it goes without saying that you are tired, and overtime is a common occurrence. It is also common to have lunch until one or two. What's more, all the owners always ask such and such questions. Physical fatigue and mental stress are always testing us. We have meetings every day. First of all, we constantly sum up experience, so that the handover procedure is more simplified and the owner can handle it faster. Second, we help employees to deal with the thorny problems encountered in the handover process. More importantly, we give everyone spiritual encouragement and ask everyone to be tight outside and loose inside, and stand with you forever. It is precisely because our crystal property has such a team that is not afraid of hardship and fatigue and can fight hard that we have successfully completed this year's delivery task. In 2009, we successfully completed the delivery of 2,322 households and surrounding businesses in Building 1 and 2 17 of Dijingcheng.

In order to ensure the normal life of the owners after they live in Jiejing City, we actively contacted the owners and cooperated with the gas company, requiring each owner to leave one person at home, so that all 2,635 households in Building 17 can realize natural gas transmission. In order to ensure normal heating this winter, inform the owner to test the heating water half a month before the formal heating, and often work overtime during this period to avoid unnecessary losses caused by running water. It is common for employees not to eat or drink. Even so, the equipment debugging was delayed during the heating period. At most, hundreds of owners will come to the property at the same time to report problems such as external network, leakage of vertical pipes in the building and poor circulation of household pipes. In order to satisfy the host, we go home at eleven o'clock in the evening for more than half a month. We worked hard without complaining. In order to solve the problem that the high area of 3 # building is generally not hot, we negotiated with the project many times and finally decided to add a circulating pump in the high area to solve the problem. After more than a month's efforts, we finally miraculously overcame the difficulties and made the heating tend to be normal.

In order to maintain the integrity and beauty of the residential building structure, external walls and public facilities, and effectively supervise the decoration behavior, we signed a written decoration agreement with the owner and the decoration company to inform the relevant decoration prohibition behavior and matters needing attention. At the same time, warm tips are posted on the bulletin boards of all units, and the regional housekeeper insists on checking inside the decoration households every day to stop the problems in time and remind the owners to improve as soon as possible. In order to keep the air-conditioning installation in the residential area clean and beautiful, we put forward reasonable suggestions in time to improve the unsuitable air-conditioning guardrail. At the same time, work closely with the security department. As soon as the air-conditioned car enters the gate, the security guard will inform the regional housekeeper to follow up. In view of the appearance characteristics (wide edges) of our community, many households have protective nets with windows open inside. We visited other residential areas, learned lessons and put forward practical solutions. The unified installation of stainless steel protective net, placed between the window frame and the invisible screen window, not only meets the needs of the unified appearance of the community, but also meets the needs of different levels of owners (different stainless steel pipe wall thickness, different prices).

We deeply realize that delivery is only the beginning of property services, and we also need to provide a warm, safe and comfortable living environment for the owners. We still have a long way to go in our work. In order to make the owners feel at home in every corner of Jiejing City, we dare not relax, think about what the owners think, worry about what the owners are anxious, and receive every owner like our own relatives. Since winter, it has been hit by the worst snowstorm in 54 years. The overwhelming snow has brought us pressure, and sweeping snow has become our arduous task. We work day and night, sweeping snow at work and continuing to sweep snow after work. No matter how hard and tired we are, we all grit our teeth and have no complaints. Five days later, the community finally recovered. Looking at the beautiful snow scene and the fruits of one's own labor, and listening to the praise of the host, I have an unspeakable sense of satisfaction and accomplishment.

For the safety of the community, we adopted the method of combining security and technical defense to strengthen the safety management in the community, so that the incidence of public security incidents in Crystal Licheng for three consecutive years and Jiejing City in 2009 was zero. More than 200 unlocked bicycles (electric vehicles) were cleaned up, which saved unnecessary losses for the owners. Someone found the owner's lost wallet, which contained more than 2,000 yuan in cash, bank cards, ID cards and other items, and then found the owner of Building 3 who lost his wallet. For example, when we found a lost child in the community, our team members immediately asked patiently, led the crying little girl to find her family, and finally gave the child to her parents under the patient inquiry and search of the team members. The shopkeeper thanked her and bought cigarettes for our team members, who all declined politely. Later, the owner and the parents of the children sent us a banner that read "Don't hide money, be virtuous" and "Ordinary post, great love". Through our joint efforts, it has been fully recognized and praised by the majority of owners.

Fourth, community cultural construction and employee collective activities are rich and colorful.

If you don't experience wind and rain, you will see a rainbow. The ups and downs in 2009 did not stop our team. On the contrary, we thrive in ups and downs. This year, from the acceptance, delivery, after-sales maintenance, decoration, reminders, there are sour, sweet, bitter and spicy, happy, angry, sad and happy, let us deeply understand the hardships and difficulties of customer service in the property service industry. But these are nothing. We know that we will be safe when we come. Whenever a leader's encouragement and praise, a greeting and thanks from the owner, we are full of confidence and feel cordial. A year has passed and our efforts have not been in vain. Walking on the road in the community, every greeting and every smile makes me feel very warm. Caring for each other, when we are busy, they see it. When we were wronged, they also saw it. In exchange for understanding and support.

2009 has passed. Special thanks to the leaders for their strong support and concern for our work, and especially to the project department and other departments for their strong support for our work! We know very well that we have just taken a small step, which is far from the requirements of the company and the property management. Our process needs to be carefully sorted out, the system construction has just started, and the incentive mechanism needs to be improved. 20 10 will be a year of summing up experience, reform and innovation for crystal production. We will take training as the main line, constantly improve the quality of employees and promote the improvement of service awareness and quality. Summarize the management experience in 2009, make up the loopholes, establish and improve the company's rules and regulations, make the crystal property management tend to be standardized, institutionalized and standardized, and precipitate the crystal corporate culture. Enhance business awareness, expand business methods, seize every opportunity to generate income for the company and increase the income of the company and employees. Strive for Crystal Property to become the provincial capital brand as soon as possible, and Dijingcheng will become the first district of the provincial capital and the national excellent demonstration residential district.