Customer service work summary model essay introduction template individual

By summing up, people can turn scattered and superficial perceptual knowledge into systematic and profound rational knowledge, thus drawing scientific conclusions, thus correcting shortcomings, drawing lessons, and making future work less detours and more achievements. The following is a brief template of customer service work summary I compiled for you, for reference only. Welcome to read this article.

Personal (1) along the way, we have gone through 20xx years of scenery, and now we are about to enter a brand-new 20xx year.

In last year's work, our xx property strictly strengthened the requirements and norms in the work, and provided positive property services and help for the owners of xx, xx and other communities. It left a very good impression on the owner and gained the trust of the owner. Looking back on this year, as a customer service staff of xx Property Company. I focused on xx property front desk post, providing reception for owners and making property applications, which fully played my role in this year's work. In this year's work, I strictly abide by the work discipline and seriously listen to the arrangement and training of the leaders. Actively serve the owner in his own post and finish the work seriously. Now I will summarize the work of the past year as follows:

First, strengthen the service thought and work attitude.

As customer service, we are the first-line position for the company to contact the owners. To this end, the customer service in our work is not only the communication between owners, but also the representative of xx property and company image. To this end, I also deeply felt the importance of this position.

In order to bring better feelings to the owners in my work, I strengthened my ideological exercise in this year's work. Consolidate your service ideas, so that you can consider the owner's problems more attentively and intimately in your work, and propose solutions or solve problems for the owner.

In addition, I changed my careless attitude in my work in the past and began to face up to the responsibility of my work strictly and seriously. And through training and book understanding, I strengthened my service etiquette and made my work easier.

Second, strictly abide by the work requirements and improve the lack of services.

In terms of work, I can strictly abide by the company's regulations, do a good job in reception, never violate the company's discipline, and don't easily promise customers things beyond their responsibilities. I also know that as a bridge between the company and the owner, if there are any problems in my work, the owner will also be affected! To this end, every time the property work is completed, I will call the owner in time to confirm the situation, so as to ensure that the work can be completed smoothly and there are no problems left over.

This strict and careful attitude has avoided many problems for me. It also allows our work to be recognized by more owners, and increases the owners' recognition of the property.

Third, lack of self.

After a year of reflection, my biggest problem is that I can't remember my own problems. I have made many problems and carelessness in my work, but if I can't remember and improve my mistakes, I will continue to make mistakes! I feel very ashamed of this.

But in the coming year, I will be more strict with myself and let myself have greater gains in my work!

Individuals (2) have worked in the customer service department of a property management company for x months for 20xx years, and have received strong support and help from company leaders and colleagues. By participating in post responsibility training, I learned the basic knowledge of property, and improved my service awareness and skills. In the daily reception work, go through the formalities for the owner in time, do a good job in business services such as repair service, complaint and return visit, and actively complete all the work assigned by the leaders. This year's work is summarized as follows:

First, induction training and business learning.

1, orientation training.

After entering the company, I first learned the company's "people-oriented" management concept and humanistic culture in a short time by studying the employee handbook and attending the employee induction training. Second, the company's red and yellow line system training let me know that I must strictly abide by the company's rules and regulations, and always remind me to have a high sense of responsibility, abide by the company's discipline, and improve work efficiency. The third is service awareness training. We adhere to the company's service tenet of "serving you wholeheartedly", strictly implement the service concept of "owner first, service first" and strive to improve service quality.

2. Business knowledge learning.

At work, it is particularly important to master the service process and carefully study the relevant laws and regulations and the contents of various agreements formulated by the company. First, master the service process of check-in procedures, secondary decoration of houses and parking spaces; Second, carefully studied xx and other relevant laws and regulations, as well as xx and other agreements formulated by the company; The third is the comprehensive study of relative application systems within the business scope, mainly mastering the reform of property management system, using the reform of property management system to input owner information, and generating and exporting various reports. Master the operation of building intercom system, and be able to skillfully input access cards for owners to facilitate their access; Fourthly, I participated in the training and learning of common problems of water meters from manufacturers, which not only enhanced my business knowledge, but also improved the service quality.

Second, the daily reception and service work

The property front desk is mainly responsible for daily telephone, coordination, service, contact and daily procedures. Up to xx, xx, xx households have moved into the house, and xx households have gone through the formalities for the second decoration of the house, and the deposit for the second decoration has been refunded; Xx households have gone through the formalities for the occupation of shops, and xx households have gone through the formalities for the decoration of shops; Handle xx parking space.

1, when the owner calls and visits, patiently answer, enthusiastically answer the owner's questions and complaints, make detailed records and timely feedback to relevant departments for timely handling, and follow up the handling situation.

2. When the weather turns cold, the property will timely release anti-freezing information to the owners who don't stay or use in winter through SMS platform, and provide paid drainage service for xx owners who need drainage.

3. In the survey of owners' satisfaction, questionnaires were distributed to xx owners, and xx copies were recovered. In the questionnaire, the customer service, order maintenance, environmental sanitation and other aspects of the community were investigated, and the satisfaction of the owners reached more than xx%, which made our work recognized by most owners.

Third, shortcomings in the work.

1, lack of study and experience, so that the service skills and service skills at work are not in place;

2, the lack of professional knowledge, so that some problems can not be solved in time.

Four. Future work plan

1, continue to strengthen the study of professional knowledge, service skills and service skills, and improve service quality;

2. Track the problems found by the owners of xx building in the process of handover, occupancy, decoration procedures and decoration management, and feed back relevant information. At the same time, make efforts to do the related work of xx building.

In short, we will take service to the owners as the starting point and owner satisfaction as the foothold. Exercise at work, grow through exercise, provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.

Personal summary of customer service (3) Do a good job and earnestly complete a series of tasks assigned by the leaders. Over the past year or so, as a property customer service, I have grown a lot, learned a lot of work skills and business knowledge, and learned more about our property. Looking back at the application company, I suddenly found that I have been working in our company for more than a year and I am also interested in the work of property customer service.

First, the service attitude is better.

Doing a good job in property customer service is not a simple matter. It is not enough to answer the phone and take notes. On the contrary, we need to know a lot about what we do and have a clear solution to the customer's requirements. Even if you don't, you can have a good attitude, give customers quality service, and let customers know that our property customer service is not just listening to his phone calls and recording, but helping him solve problems and deal with them seriously. This requires us to have a strong sense of responsibility and work consciousness, otherwise, if we just do the work of megaphone or answer, there will be no progress.

Second, I have exercised my ability.

Over the past year, I have received hundreds of calls, large and small. Some problems are very small, and I can help customers solve them on the phone. Some problems need to be arranged by the field staff. I also record and inform them in time. Some customers have serious problems, which need our customer service staff to follow up from the beginning of answering, understand the progress of solving the problems, or get the support of the leaders, in order to do a good job. These jobs have also greatly improved my psychological quality and exercised my property service ability. Some customers have serious problems and sometimes the communication tone is unfriendly, but I still listen to them patiently and tell myself that this is work, not that customers have personal opinions on me. Gradually, there are more and more such calls, and I also have a set of methods to solve customers' emotions. Of course, the most important thing is to solve problems for customers.

Third, do a good job.

When I am working, no matter how difficult the problem is, I will do my job well. Only by serving customers seriously can I not only improve my ability, but also establish a good image for the company and improve my service level. At work, I also realized the importance of details. When answering a customer's phone, I will try my best to grasp the key points of the problem from the customer's description, ask some important questions and learn how to solve the customer's problems.

At work, I also have some shortcomings, but after I found these shortcomings, I tried to improve them, so that I could do my work better and improve my ability. In the future work, I will continue to do my job well, and at the same time, I will continue to learn and improve myself.

Customer service summary model essay introduction template personal (4) Time flies, I have worked in the customer service department of xx Property Management Co., Ltd. for more than xx years. With the support and help of the company leaders and the joint efforts of my colleagues, I successfully completed the work according to the company's requirements and deployment.

Through this year's study and work, I have made great progress in working methods. Now I will summarize the work in the past 20xx years as follows:

First, the daily work of the customer service receptionist

Because the work of customer service department is directly facing the owners of the residential area, customer service department is the most important part of the image of residential property company. It is precisely because of this that the company has formulated the service tenet of "let you satisfy every day" and all the "five ones" quality culture policies for customers and senior leaders, one-vote veto system, meticulous attitude and one-stop style. The daily work of the customer service administrator mainly includes: receiving the owner's visit; Handle the complaints of the owners; Handle the contact, follow-up and return visit of the owner's application for repair.

Second, strengthen learning and improve business level.

Because I feel that my knowledge, ability, experience and position have a certain distance, I have never dared to take it lightly. For more than a year, I have been constantly strengthening the study of professional knowledge. In this respect, the company has also strengthened the training and assessment of professional knowledge, allowing us to flexibly use relevant professional knowledge in our work, so that our business level has indeed made some progress.

After continuous study, I have accumulated experience and knowledge, and all of them have certain working ability, and can independently deal with various problems in daily work. Be able to treat all tasks with a correct attitude, love your job and try to implement certification in practical work. Actively improve their professional quality, strive for the initiative in work, and strive to improve work efficiency and quality.

Third, the existing problems and the direction of future efforts

Through the summary of this xx work, we did find some problems, mainly in:

First, because I didn't know much about the property management specialty at first, a lot of work was done while groping, so that sometimes I couldn't do it with ease, and the work efficiency needed to be further improved; Second, some work is not detailed enough, and some work coordination is not in place; Third, the theoretical level of relevant majors can not fully meet the requirements of Okada for a qualified administrator.

One of the most important tasks of a property management company is to collect property fees. We have preferential policies for property fees every year, which can improve the collection rate of property fees, measure the service quality of our company and reflect whether the owners are satisfied with our work. Fourth: Repairing the moldy wall is also one of the priorities of our work in the coming year.

Therefore, the leaders of the property company and the person in charge of the real estate analyzed the main reasons: first, the phenomenon of cold bridge, and second, the water accumulated on the wall. Therefore, the maintenance plan is made; As soon as our customer service department receives a call to repair the moldy wall, it will report the situation to the person in charge of the building. The more important person in charge of the real estate will personally go back to see, analyze the situation, arrange maintenance personnel to deal with it in time, and try to satisfy the owners.

In the future, efforts will be made to improve property management knowledge, service attitude and work level. Constantly strengthen learning, broaden knowledge, and strive to learn property management knowledge and related legal knowledge.

Strengthen the understanding of the development of property management companies, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and make a good overall plan for the company, but understand the previous situation; We should pay more attention to the style construction of our department, strengthen management, unite as one, work hard, and form a good working atmosphere in our department. Continuously improve the service level to the owners and other departments.

I will serve the owners with full enthusiasm, safeguard the interests of the company, actively provide quality services for the owners, create higher value for the company, and strive to achieve greater and better work results.

Personal summary of customer service work (5) Time flies, and a year has passed unconsciously. In the past year, with the care and help of company leaders and colleagues, I successfully completed my daily work. Now I will make a summary of my daily work in the previous year.

I. Daily reception and daily 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 file management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, work orders, daily work contact letters, release notes and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, at the same time, formulate and improve the data confidentiality system, regularly check the file situation, and improve it in time if it is changed or missing.

Third, the model room.

The model room is a window for us to show to the outside world and a platform for establishing corporate image. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact.

Fourth, the daily work of charging

In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the normal daily work, we must do a good job in the collection of various expenses and ensure that they are collected in full and on time.

Verb (abbreviation of verb) The daily work of family service opinion survey

While completing their daily work, the daily staff of our department actively walked into the owners' homes of residential quarters, collected opinions and suggestions from various customers on the property management process, and constantly improved the service quality and service level of property management in newly-built residential quarters in the century.

To XX, xx, xx, our department visited xx households in the household survey of residential owners and issued xx copies of the property service opinion form. According to the survey, the satisfaction rate of residential owners to our daily work is xx%, the satisfaction rate of answering the phone for repair is xx%, and the satisfaction rate of returning to our daily work is xx%.

Experience and harvest of intransitive verbs

Over the past year, through hard study and continuous accumulation, my ideological understanding and daily work ability have made great progress. I have gained the daily working experience in the customer service center, and I can easily handle all kinds of problems in my daily work. After one year's training, my organizational management ability, comprehensive analysis ability, coordination ability and oral expression ability have been greatly improved, which ensures the normal operation of daily work and can treat all daily tasks with a correct attitude. Actively improve their professional quality, strive for the initiative in daily work, have a strong sense of professionalism and responsibility, and strive to improve the efficiency and quality of daily work.

Seven, the daily work plan for the next year

1, strengthen the study and improvement of business knowledge, innovate daily work methods and improve daily work efficiency.

2. Further strengthen the daily management and daily work of the customer service center, clarify the tasks, and be rigorous and orderly.

3, combined with the actual situation, from the details, closely linked to the leadership intention, coordinate internal and external relations, for the leadership to share problems.

Customer service work summary model essay introduction template personal (6) Time flies, and I have been working in xx property for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go. The following is a summary of my work this year.

I. Daily work

Handle the procedures and certificates of customer's store collection and decoration, file the information, files and keys of the merchant, be familiar with all aspects of information, including the owner, decoration unit and construction unit, notify relevant departments and personnel to handle it while making records, track the processing process, and pay a return visit after completion.

Second, sharpen character and improve quality.

For people who are new to property management and have little experience, they will inevitably encounter various obstacles and difficulties in their work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place. 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 always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette such as reception etiquette and telephone etiquette.

Third, pay attention to 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. Here in xx Property, I deeply realize that the details can't be ignored and can't be sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Details bring benefits and details bring success.

Fourth, expand talents.

In order to do a good job, our customer service department, engineering department and security department are all working overtime to do their jobs. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for their work. I will treat every job seriously and responsibly, and strive to do all the work better one by one.

Five, the direction of ascension

Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette. Strengthen the ability of document production and expand various work skills, such as learning the operation of some new computer software and how to answer customers' questions. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work. 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.

I am very happy to come to the big family of xx Property. The cultural concept and working atmosphere of the property management company unconsciously infected and promoted me. Let me study at work, grow in my study, and determine the direction of my efforts. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!