Customer Service 202 1 5 Annual Work Summary Report

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Customer Service 202 1 Five Annual Work Summary Reports 1

As a property customer service, one year has passed now, and I feel that time has passed very quickly. This year, my customer service work in the property was generally smooth, but I also encountered some grievances in my work, but it was finally over. The following is our work this year:

First, complete the reception work

I'm the property front desk customer service. I not only have to make phone calls, but also receive customers. I receive at least X customers every day, and I will serve them seriously. When I have a visiting customer, I usually register the customer information first, and then ask someone to guide the customer. On the phone, he also received customers seriously, tried to provide customers with the information he wanted, smiled at the service, and put all kinds of etiquette norms in place, which left a good impression on visiting customers. I can receive customers well every day, so as to gain the trust of leaders and customers, and everyone appreciates my serious work.

Second, serve the owners well.

When the host needs help, I will try my best to help the host solve the problem. First of all, I will ask the owner what the problem is, record the questions raised by the owner, leave the owner's information, and then find someone to solve the owner's problem. This year, because the owners lost their keys many times, they were helped to get a new key. If there is a problem in the owner's house, we will know the situation in the owner's house for the first time and solve the problem immediately after finding it. In short, we will try our best to serve the owners, make them live comfortably and manage trivial things.

Third, learn etiquette norms.

I am a customer service and a receptionist, so I am the facade of our property. In order to make a better impression on the owners and customers, I have been studying all kinds of etiquette, gradually standardizing my service and behavior, and trying my best to do a good job in customer service. I took part in etiquette training, learned etiquette from body, expression, language and other aspects, and turned myself into a polite and thoughtful customer service, serving the property wholeheartedly, and letting etiquette penetrate the whole body. Create a better image for our hotel.

Fourth, learn professional knowledge.

Even in customer service, I am actively learning, especially my professional knowledge, which I am not enough. So in my spare time, I still study hard, try to acquire knowledge, make my work more professional, and provide better services for owners and customers.

The new year is coming, and I welcome it with hope. I look forward to my good development next year, get better results in customer service posts and become an excellent customer service staff in our property. Then I will work towards this goal, so that my ability will be improved again and I will truly become a professional customer service. In the future, when I come, I will not shrink back, and I will definitely get my share of the results.

Customer Service 202 1 Five Annual Work Summary Reports 2

The busy 20 _ _ _ years are coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with _ _ _ _ _ Regulations on Property Management in Residential Areas, Measures for Property Management in Industrial Parks, Measures for Interior Decoration of Residential Buildings and other laws and regulations, learn relevant legal knowledge, solve problems encountered in practice from a legal perspective, and make it clear that property management is not always guaranteed, nor is the property company responsible for everything after paying property management fees. The company also took some classic cases. We need to constantly learn and accumulate experience in our work.

20 _ _ _ will be a brand-new year. With the continuous improvement of our service quality and the increase of community owners, the property will move towards higher and stronger goals, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the Yiting Service Center of Vanke Property Company! Our work plan for 20 _ _ _ years is:

1. Track the situation reflected by the owner in the 20 _ _ _ _ satisfaction survey to improve the occupancy rate of 20 _ _ _ _.

2, continue to standardize the work process, earnestly implement the job responsibilities of each position.

3. Implement the Service Specification for Customer Ambassadors, Terms and Conditions of Service Specification for Delivery Reception Personnel, gfd, speaking etiquette, sending off guests, answering and behavior etiquette, and improve the quality and service level of employees.

4, fully cooperate with all departments to do a good job of housing delivery.

5, do a good job of decoration inspection, reasonable arrangement of relevant personnel inspection, timely detection, timely treatment.

Customer Service 202 1 Five Annual Work Summary Reports 3

In 20_ years, with the strong support of the company's leaders and the solidarity and cooperation of all departments, and with the efforts of the employees of all departments, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to urge the proper handling of business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year.

As of _ _ _ _ 20, the house has been handed over to _ _. _ households who have gone through the secondary decoration formalities, _ households who have been inspected for the secondary decoration, and _ households whose deposit for the secondary decoration has been refunded. Parking registration _ tenants. 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 issued various written notices to customers about 20 times. A total of 968 notices were sent to ensure that the notices were timely, detailed, clear and accurate, and actively cooperated with the contents of the notices to do relevant explanations.

Third, the owner missed the project complaint handling work.

* * * The engineering department of the development company issued a contact sheet for the maintenance of missing projects and a receipt for the completion of maintenance before X, 20 years, with a completion rate of _%. * * * Submit _ customer complaint information daily report and _ complaint handling form. The engineering department of the development company completed _ maintenance receipts, and the owner complained that the maintenance rate was _%. Our department pays a return visit _, the return visit rate is _%, and the engineering maintenance satisfaction rate is _%.

Four, the basement flooding accident treatment work

The basement was flooded on the 20th, causing property losses to the 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, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

As of _ _ _ _ _ 20, our department visited X households in the household survey of owners in residential quarters and issued _ property service opinion forms. According to the survey, the satisfaction rate of the owners of residential quarters to our reception work reached _%, the satisfaction rate of telephone service for repair reached _%, and the satisfaction rate of return visit reached _%.

Six, establish and improve the owner file work

_ copies of the owner's files have been improved and updated, and the owner's electronic files have 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 household registration of the household registration owner in registered permanent residence.

VIII. Training and learning

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and 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 was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

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.

Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

Customer Service 202 1 Annual Work Summary Report V 4

As a property customer service, one year has passed now, and I feel that time has passed very quickly. This year, my customer service work in the property was generally smooth, but I also encountered some grievances in my work, but it was finally over. The following is our work this year:

First, complete the reception work

I'm the property front desk customer service. I not only have to make phone calls, but also receive customers. I receive at least X customers every day, and I will serve them seriously. When I have a visiting customer, I usually register the customer information first, and then ask someone to guide the customer. On the phone, he also received customers seriously, tried to provide customers with the information he wanted, smiled at the service, and put all kinds of etiquette norms in place, which left a good impression on visiting customers. I can receive customers well every day, so as to gain the trust of leaders and customers, and everyone appreciates my serious work.

Second, serve the owners well.

When the host needs help, I will try my best to help the host solve the problem. First of all, I will ask the owner what the problem is, record the questions raised by the owner, leave the owner's information, and then find someone to solve the owner's problem. This year, because the owners lost their keys many times, they were helped to get a new key. If there is a problem in the owner's house, we will know the situation in the owner's house for the first time and solve the problem immediately after finding it. In short, we will try our best to serve the owners, make them live comfortably and manage trivial things.

Third, learn etiquette norms.

I am a customer service and a receptionist, so I am the facade of our property. In order to make a better impression on the owners and customers, I have been studying all kinds of etiquette, gradually standardizing my service and behavior, and trying my best to do a good job in customer service. I took part in etiquette training, learned etiquette from body, expression, language and other aspects, and turned myself into a polite and thoughtful customer service, serving the property wholeheartedly, and letting etiquette penetrate the whole body. Create a better image for our hotel.

Fourth, learn professional knowledge.

Even in customer service, I am actively learning, especially my professional knowledge, which I am not enough. So in my spare time, I still study hard, try to acquire knowledge, make my work more professional, and provide better services for owners and customers.

The new year is coming, and I welcome it with hope. I look forward to my good development next year, get better results in customer service posts and become an excellent customer service staff in our property. Then I will work towards this goal, so that my ability will be improved again and I will truly become a professional customer service. In the future, when I come, I will not shrink back, and I will definitely get my share of the results.

Customer Service 202 1 Five Annual Work Summary Reports 5

The busy 20 years will soon pass. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with _ _ _ _ _ Regulations on Property Management in Residential Areas, Measures for Property Management in Industrial Parks, Measures for Interior Decoration of Residential Buildings and other laws and regulations, learn relevant legal knowledge, solve problems encountered in practice from a legal perspective, and make it clear that property management is not always guaranteed, nor is the property company responsible for everything after paying property management fees. The company also took some classic cases. We need to constantly learn and accumulate experience in our work.

20 _ _ _ will be a brand-new year. With the continuous improvement of our service quality and the increase of community owners, the property will move towards higher and stronger goals, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the Yiting Service Center of Vanke Property Company! Our work plan for 20 _ _ _ years is:

1. Track the situation reflected by the owner in the 20 _ _ _ _ satisfaction survey to improve the occupancy rate of 20 _ _ _ _.

2, continue to standardize the work process, earnestly implement the job responsibilities of each position.

3. Implement the Service Specification for Customer Ambassadors, Terms and Conditions of Service Specification for Delivery Reception Personnel, gfd, speaking etiquette, sending off guests, answering and behavior etiquette, and improve the quality and service level of employees.

4, fully cooperate with all departments to do a good job of housing delivery.

5, do a good job of decoration inspection, reasonable arrangement of relevant personnel inspection, timely detection, timely treatment.

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