Property customer service work plan

Time flies, we will usher in new joy and new harvest. It's time to start making a work plan. I believe many people will find it difficult to write a work plan. The following is the property customer service work plan (selected 6 articles) I compiled for you, hoping to help you.

Property Customer Service Work Plan 1 Since the organizational structure was adjusted in February last year, the daily work in xx District has been carried out smoothly under the correct guidance of the company leaders, and the quality of cleaning and greening work has been obviously improved and improved, but it is still weak in the aspects of vehicle order management, public facilities and equipment maintenance management, and the training and construction of internal teams in the department. Personally, I have been working on the property customer service line, and my contact work mainly focuses on customer complaint handling, internal and external communication and coordination, community cultural activities and so on. I don't have comprehensive knowledge of other departments in technical operation and internal management, especially in detail management of engineering and safety. 20xx will be a year of comprehensive improvement in our property management, and I will try my best to make up for the shortcomings and improve in an all-round way to keep up with the development needs of the company. Specially formulated the 20xx property management work plan:

According to the company's strategic objectives and work deployment in the new year, the work plan of xx District for 20xx will be centered on "Year of Improving Service Quality". The main work plan is as follows:

The first is to 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 the daily work management with the system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out domestic cleaning, garden maintenance, water and electricity maintenance and other charging services, 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, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System 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 20xx, xx District will take a pragmatic working attitude, take the company's overall working policy as the direction, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.

In view of the work arrangement in previous years, I understand that the customer service work in the second half of this year is definitely more difficult, so there are many things I have to plan in advance to ensure the effective development of the customer service work in the property, especially under the premise that the work in the first half of the year can't satisfy me, how to do the work in the second half of the year seems to be a problem that has recently troubled me, so I plan to make a work plan about the customer service work in the property first, so as to ensure that my daily work can be carried out in an orderly manner.

First of all, I should change my work attitude from passive to active. Don't always wait for the owner to complain before contacting the property maintenance. Usually, we must know more about the owner's demand for property. I must inform the owners one day in advance when the residential area is cut off from electricity and water, so that they can make corresponding preparations in time and reduce complaints about the property. This is also the place where the work was not done well in the first half of the year, especially when the streets near the community were renovated recently, the problem of water stoppage often appeared. However, due to the failure to inform the owners in advance, the number of water cuts was too high, which caused collective complaints from the owners.

Secondly, we should cultivate the service attitude of property customer service. After all, the attitude of customer service indirectly affects the image of the property owner. So when I answer the phone, I must make sure that I can make the other party understand, and my work attitude must not be too high. When the owner has the so-called potential demand, I should also find it in time and do the corresponding science popularization work for the owner, because not all problems in the community should be solved by the property, so I must ask the owner.

Finally, it is to do a good job of' holiday greetings' for each festival. Although most people's attention to SMS has been greatly reduced, this does not mean that there is no need to express the blessing of the property to customers, because it also involves the concern of the property to the owners. At least I need to do a good job in property customer service in order to reach an excellent level among my peers. Sometimes the most basic things such as etiquette can better see the gap in customer service level. I don't expect every owner's negative evaluation of me to be zero, but I must at least ensure that every owner in the community can recognize my voice.

Although the work of property customer service pays more attention to the service level, it doesn't mean that I don't need to develop in other aspects. I should try my best to ensure the interests of the owners on the basis of maintaining the image of the property management company. Only when people get along well with each other can we build a beautiful blueprint for a harmonious community. At least I have always believed that I can do this most ordinary job to the extreme.

Property Customer Service Work Plan 3 20xx, with the strong support of company leaders and the solidarity and cooperation of all departments, and with the efforts of department employees, 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 services, 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 xx, xx, xx households have gone through the house delivery procedures. Xx households have gone through the formalities of secondary decoration, xx households have inspected their houses for secondary decoration, and xx households have returned the deposit for secondary decoration. Xx registered parking spaces.

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. A total of 968 notices were sent, so that the intention of the notice was sent in a timely and detailed manner, and the expression was clear and the words were accurate. At the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Third, the owner missed the project complaint handling work.

Before the engineering department of the development company returned Xx copies, xx copies and xx copies, xx copies of missing engineering maintenance contact forms were issued by * * *, and the completion rate was xx%. * * * Submit xx customer complaint information daily report and xx complaint handling form in days. The engineering department of the development company completed xx maintenance receipts, and the owner complained that the maintenance rate was xx%. My department paid a return visit to xx copies, with a return visit rate of xx% and a satisfaction rate of engineering maintenance of xx%.

Four, the basement flooding accident treatment work

XX, xx, xx, xx, the basement water accident caused the property loss of XX owner. Under the leadership of the company, our customer service department contacted the owner and counted the damaged items for the owner. Afterwards, we actively participated in the negotiation with the owner and distributed the replacement items to offset the compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, our employees actively walked into the owners' homes of residential quarters to collect opinions and suggestions from all kinds of customers on the property management process, so as to continuously improve 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 reception work is xx%, the satisfaction rate of telephone service is xx%, and the satisfaction rate of return visit is xx%.

Six, establish and improve the owner file work

Xx 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 Sanhe Street Police Station to conduct a general survey of the owners living in the park.

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

Eight, next year's work plan

Under the personal on-site guidance of Manager X of the property management company, our department has conducted systematic training and learning from the establishment of the most basic image of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to 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 work motivation into a team full of vision for the company and hope for the development of the industry and its own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

The shortcomings, problems and difficulties found in the work are summarized as follows:

1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.

Second, the owner's follow-up and feedback on various missing projects are not timely enough;

Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee is due, the owner urges X households, but X households do not pay it. The prepayment of water and electricity charges is less than X households of the owner, and X households have not paid it.

Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

Property customer service work plan 4 According to the customer service department's X-month work plan proposed in the company's "X-month Work Summary and Plan" and many existing problems, our department put forward the following plans and measures after meeting and discussion:

I. Work Plan for X Month

Before 1 and x, count the detailed information of owners who have been in arrears with property fees for more than three years to ensure that the name, contact information, years of arrears and amount of arrears of each owner are accurate.

2.X month, urging the payment of multi-storey X month property service fees, posting reminders, telephone notifications and SMS notifications to create a payment atmosphere.

In x month, the heating stopped and all kinds of repairs began. In the maintenance work, no matter big or small, there are records and reports, and everything is tracked and returned to the original owner.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continuously organize departmental employees to do regular training.

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and make the work plan for next week.

6. Hold regular service quality review meetings of various departments, standardize the service of customer service personnel, 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 and training related professional books.

7. Improve the owners' files, visit the owners who have no files and the files are not detailed, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees.

8, other work assigned by the leadership.

Second, the problems existing in the work of X month and the improvement measures

(1) The collection rate of property fees in X months is only 70%. Due to various maintenance problems, there are also major problems in charging methods, reward and punishment systems and personnel management.

1, the charging method is simple;

In X months, the collection rate of property fees in my residential area was low, and most of the toll collectors used telephone dunning, and most of them were not at home when they came to collect money. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable;

My department now adopts the reward and punishment method of charging xx households every week. In the early stage of charging, the effect is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and it was not adjusted in time in the later period. For the collection of property fees for X months, our department proposes to formulate a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, which not only has the pressure of toll collectors, but also has the temptation to maximize wages after completion.

3. Management of toll collectors.

Last year, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, failure to grasp the ideological trends of toll collectors in time, failure to find problems in time and failure to solve problems well. In the charging work last year, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation. I want to correct many problems in my preliminary work of X-month property fee collection, communicate them in time when problems are found, and solve them with a peaceful attitude.

(2) The customer service center is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is lax, and the service awareness and work motivation have dropped significantly. 10, our department should do a good job in employee service management. Before going to work every day, employees should conduct self-inspection and mutual inspection of dress and etiquette, so that customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service. Strictly implement the company's rules and regulations and severely punish bad behaviors such as playing computer during office hours.

(3) The customer service department did not do the maintenance service and patrol work carefully enough, the maintenance service record was unknown, the patrol area and route were single, and it was not careful enough, and all kinds of potential safety hazards and violations of temporary management regulations were not discovered, solved and reported in time. In the new year, our department will formulate strict inspection standards for residential quarters and decoration, and earnestly implement them, and fill in inspection records in strict accordance with company regulations. Docking repair work should be done regardless of major issues, and everything should be recorded in detail. Make a single-family maintenance file, and the major and minor repairs are well documented.

There are many shortcomings, new problems and persistent diseases in the work of our department in X month, but under the guidance and care of the company leaders, all the employees in our department are confident to do all the work in X month.

Property Customer Service Work Plan 5 According to the 20xx work plan of the customer service department put forward by the company "20xx xx Month" and many existing problems, I propose the following plans and measures:

I. Work Plan for 20xx Year

Make statistics on the detailed information of owners who have been in arrears of property fees for more than X years before 65438 and 20xx months, so as to ensure the accuracy of each owner's name, contact information, years of arrears and amount of arrears;

2./kloc-Pay the multi-storey 20xx annual property fee in October, and post reminders, telephone notifications and SMS notifications to create a payment atmosphere;

In x month, with the stop of heating, all kinds of maintenance began. In the repair work, no matter how big or small the report is, it is recorded, everything is tracked, and each piece has a return visit;

4. Pay close attention to the team's internal construction and work discipline, strictly implement the company's rules and regulations, and continue to regularly organize departmental employees to do a good job in training;

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and formulate the work plan for next week;

6. Hold regular xx meetings of various departments, standardize customer service personnel, enrich professional knowledge, and provide better services for community owners. You can improve your skills by organizing visits to other excellent communities and studying and training related professional books.

7. Improve the owners' files, visit the owners who have no files or detailed files, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees;

8, other work assigned by the leadership.

Second, the problems existing in the work and improvement measures

1, the charging method is simple:

In 20xx years, the collection rate of property fees in my residential area was low, and most of the toll collectors used reminders, and most of them were not at home. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable;

Our department now adopts the reward and punishment method of charging X households per week. In the early stage of charging, the effect is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and it was not adjusted in time in the later period. For the collection of property fees in 20xx years, our department proposes to make a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, which not only has the pressure of toll collectors, but also has the temptation to maximize wages after completion.

3. Management of toll collectors.

Last year, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, failure to grasp the ideological trends of toll collectors in time, failure to find problems in time and failure to solve problems well. In the charging work last year, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation.