Personal Work Plan for Property Customer Service

Time flies. Inadvertently, our work has entered a new stage. In order to develop our work better in the future, we might as well sit down and write a plan. How to write a plan so as not to become a mere formality? The following is my personal property customer service work plan. Welcome to read the collection.

Personal work plan for property customer service 1 1. Establish online communication channels for customer service centers.

Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.

Second, establish a customer service platform.

(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to cross-internal audit of each center (this work can also be exercised by the human resources department). .

(3) Do a good job in customer service and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and various centers, between customer service centers and relevant departments in the school, as well as other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(four) to coordinate the handling of customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle customer opinions.

(6) Establish customer files. Including family area, teaching area and student community.

(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. Institution building

(A) the establishment of logistics company customer service center.

At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.

(2) Having at least two staff members.

To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Personal work plan for property customer service 2 1. Standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist and implement a work record book.

The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.

4. Monthly statistics of home phone calls and visits. 2385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 26 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously.

Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation of verb) Maintenance of daily facilities Establish a maintenance inspection system.

Maintain the daily facilities and equipment in the public * * * area, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and report the problems of urinating and drying in public areas of residential areas to the school for preparation in time.

Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work.

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, propaganda and cultural work unity and cooperation, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized and innovative team, improve the quality of property service, publicize the service concept of property work and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable and unreasonable), and provide the owner with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.

Personal work plan for property customer service 3 1. Fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1. According to the equipment/facility standard management system, elevator safety management procedures, management system and other system specifications issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

In the year of 20xx, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.

Personal work plan for property customer service. Serve the owner with a good service attitude.

As an office building property customer service, being able to work here for the third year shows that I am quite willing to do this job. To do customer service, whether it is our property customer service or other types of customer service, the core is to do a good job of service. What is the most important service? It's attitude. As a service person who has been doing property customer service for more than two years, I will work hard with a good service attitude as the primary indicator in this year's work. Only with a good service attitude can the work of property customer service be further carried out. Only with a good service attitude will the people we serve be willing to trust us.

Second, complete the work with meticulous spirit.

In the property customer service work, a good service attitude is the first, but meticulous spirit is also essential. Property work is trivial and complicated. Want to do a good job in property customer service, without meticulous spirit and good service attitude, just like having a beautiful appearance but no real backbone. In this year's work, I will also complete the work with meticulous spirit, so that there will be no mistakes in every link of the property work, and also let the clients of the property work feel that the property is very good and trustworthy, and they can ask for help when they encounter problems. Especially if there is no meticulous spirit, I really don't know how to win the "nail house" in those office buildings.

Third, supervise and manage with patient and meticulous actions.

As a 32-story office building with thousands of offices, the work of property customer service also needs patience and meticulous work. There is a lot of work that needs our property customer service to supervise and manage. First of all, I will negotiate and communicate with a good service attitude, and I will complete it with meticulous spirit. But in the whole process, I will take my patient and meticulous actions to ensure that our property can supervise and manage them without any mistakes. Pay special attention to some owners' home visits, letters and complaints. As property customers, if we don't take patient and meticulous actions to carry out our work, we are likely to lose our good service attitude and have unnecessary disputes with them. These are all things I need to avoid in my future work. I hope this work plan can make me "integrate knowledge with practice"!

1. The working hours of customer service department are 7: 00-14: 0014: 00-21:00. When the number of residents in the community increases to a certain extent, after the engineering department starts to be on duty 24 hours a day, the customer service department will simultaneously implement the 24-hour working system;

2. In combination with the actual situation, cooperate with the engineering department to formulate paid and unpaid service items and charging standards, and notify each owner;

3. Continue to make home visits, but don't concentrate on a certain period of time to reduce the boredom of customers being disturbed. Customer service personnel visit no less than 4 households every month, and enrich and improve customer information during the return visit;

4. The renewal speed of residents in the community is accelerated. The customer service department conducted a survey on property management satisfaction in May and June 165438+ 10 to strengthen the impression of the management office among residents.

5. Look for all professional companies that can provide professional services and cooperate with our office to provide more comprehensive and professional services for residents in the community, such as cleaning, housekeeping/nanny, pet care, etc.

6. Carry out community cultural activities, such as some important Chinese and Western festivals, spring and winter sports meetings, etc. Publicize the management plan and charging standard of the activity center of Nanhui, implement the management personnel and open the activity center as soon as possible;

7. Customer service personnel standardize services, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning related professional books.

8. Implement housing, find customers, and strive to develop tenants belonging to the company;

9. Instead of concentrating the urging work in a period of time, we should integrate the urging work into our daily work.