Important common sense that property customer service should pay attention to

1. What knowledge does a good residential property customer service department need to master?

1, knowledge of laws and regulations. Such as: property law, property management regulations, contract law, environmental protection law, inspection methods, guiding rules of owners' congress and owners' Committee, and laws related to real estate development;

2. Psychological knowledge. People's desire, the psychological process of service, the change of customer's psychological satisfaction, the psychological state of decoration personnel and other visitors;

3. Management knowledge. Property management, the provision of value-added services, the development of diversified business, the rules and regulations of property management, the documents of property management association, the essence of property management, the difference between property management and hotel management;

4. Industry norms. Allocation and calculation of international standards for property management, property management certification, decoration fees, property fees, utilities and property management collection fees;

5. Human resource management. The area cost, post matching, post layout, number of people, setting up posts and employing people according to posts of the community management square;

6. Basic knowledge of accounting. Accounting of property fees, early intervention fees, employee salaries and welfare fees; Accounting of tax and insurance expenses; Profit and loss, calculation of financial statements and preparation of balance sheets;

7. Social experience. Investigate and verify the essence of human nature, human desire and the work experience of property management personnel;

2. What etiquette should property customer service pay attention to?

The main job of property customer service is to communicate with customers, including collecting related fees and handling daily related procedures, such as decoration, owner information registration, issuing goods release forms and handling vehicle registration. I think the most important thing for a customer service is the concept of patience and active service for the owners.

Work content of property customer service:

1. Customer file management, including file registration, recording and updating.

2. Handle customer communication, maintenance requests and complaints, register such incidents, assign others to handle them, pay a return visit, etc.

3, check-in, decoration procedures, parking lots, clubs, swimming pools, community venues, goods release and other procedures.

4. Collect management fees and other fees

5. Planning and execution of owner's activities

6. Publicity of community culture, production of blackboard newspaper, etc.

7. Prepare relevant company statements, formulate notices and implement training.

3. What knowledge and ability should a property customer service director possess?

First, we must have a strong sense of professionalism and responsibility.

Property customer service director is a very complicated job, and most people can't do it. The real property customer service director is made of steel. Without a * * * and a little dedication, you can't be a real property customer service director.

The property customer service director has higher requirements for emotional intelligence and personal comprehensive quality, which is a person's working attitude. This is determined by the property service industry we are engaged in. We can learn by doing, regardless of age.

You can be 60 or 20. Our company has undergraduates, junior college students, technical secondary schools and high schools. Who can say that undergraduates are good at it and secondary schools are not? Nobody can say that. Work attitude is very important, regardless of educational background or age, as long as he is capable and has a good work attitude. Work attitude is the first place to be a good property customer service director.

Second, we should care and love our employees. Property customer service director is engaged in labor-intensive industries, engaged in human management.

The work that the property is engaged in is to serve the owners, provide satisfactory services for the owners, and need employees to serve them. If the service person is unstable and goes to work with working mood, how can we provide satisfactory service to the owner? Therefore, as the property customer service director, you should put employees first in management and do everything yourself. You are not a competent property customer service director, and you are not a competent property customer service director. Only by taking employees to heart and treating them as your brothers and sisters can employees take the company as their home and have higher enthusiasm for serving the owners. A property customer service director should also take care of employees to a certain extent. Excessive concern is not love, but actually hurts employees.

We used to have a manager, just like this. On the surface, he makes friends with his employees every day, but in fact he is loyal to his brothers. Such concern is a small group, and employees make mistakes, so it is not true love. This result can only make the company system exist in name only, and finally it can't be managed, and he has no prestige. How can such a team provide satisfactory service to the owners and how can such a manager be called qualified property customer service? Third, we should regard learning as the first priority of career success. A qualified property customer service director must regard learning as the first struggle in life. Endless learning makes people happy, improves people's realm, broadens people's mind, and keeps people from falling behind the times.

The so-called "never too old to learn" is the truth. Ideas determine the way out. Ideas come from there, from practice, from books. Without learning, there is nothing new to teach employees. Employees can't learn anything from us and feel that working together has no future. The more people who don't study, the more they feel great, and the more people who study, the more modest they are.

What our team urgently needs to learn is the professional knowledge of property, as well as related knowledge such as architectural design, landscaping and real estate sales, so as to become a generalist. It is not difficult to learn knowledge. If you study hard, you will know more than others. You are a teacher.

Fourth, we should have the consciousness of serving the owners wholeheartedly. Serve the owner wholeheartedly, not half-heartedly, let alone pretend to be a manager.

Last year, the Property Law clearly stipulated that a property management enterprise, called a property service enterprise, emphasized that the property serves the owners, not the management of the owners. As a property customer service supervisor, you must not have the idea of dealing with the owners. We have also recruited and interviewed the property customer service director, and there have been many jobs for several years, which have been ups and downs. As soon as they said the owner, they gave me gifts angrily, how to collect evidence and how to get the owner to the police station. I definitely can't have these people.

We should serve the owners wholeheartedly, which is the foundation of our cause. The banner posted in the service hall clearly promised the owner that "we will always pay attention to the opinions and suggestions of the owner, and find us if you have anything". Our service makes the owners satisfied, which is the goal of every employee and the highest level of our enterprise value. Only when the owners are satisfied can we charge and make a profit. Only when the owners are satisfied can we have a good reputation, which is very beneficial to our market development.

We should not only have the consciousness of serving the owners wholeheartedly, but also educate employees to serve the owners wholeheartedly. Tell them that as long as the owners raise problems, they should try their best to solve them, and they should not do nothing because of trivial matters and should not shirk their responsibilities. Today, we are engaged in property management. We serve the owners wholeheartedly, and the owners will respect us. If we make excuses, don't reflect on how we have done, and don't improve our professional knowledge, will the owner be satisfied with your vague question? If we don't study the psychology of the owners, what is the difference between the services that the elderly need and the working-class and self-employed, and what is the family situation and composition of the owners, can they become one with the owners? At present, some high-end hotels offer personalized services. In the future, our property will also provide personalized services for owners of high-end buildings, that is, special families, and provide professional special services, such as housekeeping, caring for the elderly, purchasing and so on. To provide more surprise services for the owners.

We clean up the community and ensure its safety. This is our job and what we should do. But how to provide more advanced services and do more things without investing more manpower.

In the community we will manage in the future, there will often be some good people and deeds serving the owners. Every community should cultivate such an example, and every branch should also cultivate an example. Jiangxi company will choose another model from these models, and use these models to drive everyone to form the concept of serving the owners. Everyone is a security guard, everyone is a cleaner and everyone is a waiter. The key to building a service-oriented team is that each of our company managers should have the awareness of serving the owners and rely on our words and deeds.

The consciousness of serving the owners is not inherent in every employee. It must be made clear from the first day of the employee's employment, and it must be opposed at the shareholders' meeting.