Summary of all work of property customer service

Owners should work hard and use their brains.

Good afternoon, leaders and colleagues. Time flies. I have been in Anwar Property Company for more than a year. I feel a great sense of accomplishment in this group. With the care and help of leaders and colleagues at all levels, I gradually established my self-confidence and changed my previous shortcomings and ways of dealing with people. So I want to thank our leaders, the company for recognizing our Xianchun Garden, and also my personal recognition. I am lucky to come to Anhua for development, and even luckier, I can become the administrator of Xianchunyuan Management Office. In this group, I enjoyed all the happiness. Although there are hardships and tiredness, our family has gone through those days together. Standing here today is not the glory of me alone, but the hard work of our entire Xianchun Garden. I want to thank my colleagues here. My glory belongs to everyone in Xianchun Garden.

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Today, the leader talked to me about my service experience and charging skills. I don't think I am qualified to say, because I have just worked in the company for more than a year. Today, I can only talk about my experience gained in more than a year's work. & ampu( V) I2 X7 Q 1 _" x* u

First, as an excellent property manager, you should have certain professional knowledge and establish a high prestige in the eyes of the owners. I remember leading the owner to inspect the house when I first checked in. When I first checked the plastic-steel window, the owner asked me, "Xiao Liu, is there a steel bar in your plastic-steel window?" I said yes, but he told me no. After talking for a while, we didn't answer. Finally, we can only explain the problem by breaking the plastic screen window. Really, my psychology at that time was very deep-rooted, because I had done experiments with engineers in books, in the early stage and during the house inspection, so I was sure that the plastic screen window was there when he opened it. Through this, the owner knows that our property is not without professional knowledge, which not only does not damage the company's reputation, but also establishes my prestige.

(|- _2 H4 W，m！ N" d 2. As an excellent property manager, you should have a flexible mind and take your time to do things, so as to "stabilize" the impatience of the owners and finally achieve the goal of solving problems. I remember when I charged, one family didn't pay the property fee because the screen window was not suitable. I was very angry at that time and wanted to explain to him that this was an engineering problem, but as soon as I thought of the vacant room, I readily agreed to the owner. In the case of cooperation with the project, I went to his house to take measurements and removed a screen window for the owner in the vacant room to install it for him. Through this coordination, I left a good impression on the owner, so it will take him a long time to pay the property fee.

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! R3 [* 1s。 R% A0F3, as an excellent property manager, should have a strong sense of responsibility, take the owner's business as his own business, and don't refuse the owner by telling lies and various reasons. As long as you agree to the owner's question, you must handle it well. If you can't handle them, don't promise them easily. If you agree, you must take the initiative to explain the problem to the owner and ask the owner to understand. For example, when the owner comes to repair, you should take the initiative to ask the owner what the problem is. That's what happened to me. My master knew that the water in his house was blocked, but I took the initiative to contact him and let him get into the water. In fact, this is a normal thing, but his idea about the property is that the property is really responsible. We exchanged our sincere service for his affirmation. I think this is very qualitative. However, when we can't solve it, we should take the initiative to ask the owner to give us understanding, not pushing. The first house I bought with money was 7-1-1kloc-0/.His family had a really big problem because he went into the water independently on the first floor, but that's the problem. The sewer pipe above the second floor goes through his house, which is the underground leakage of this sewer pipe. Eight bricks are placed on the floor of his house. His house has been shared. But in this case, I still charged his property fee, because I was the first to arrive at the scene when his house was leaking. Although it hasn't been solved yet, I knew it wasn't our problem when his house leaked, but I still actively coordinated and worked for him. Even he himself said that your property is hard enough, so I have no reason not to pay it. 4 | V9 I 1 X4 N. b% A( W" O

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Fourth, by visiting many households to close the relationship with the owners, we should take advantage of the time to check the hygiene in the group, because when I didn't come into contact with the property, I heard from others that talking about the property is always hygiene first, so hygiene is very important. When I enter the room, I always have a piece of cloth in my hand to check how well they clean. If you find something that you are not satisfied with, you will take the initiative to find the person in charge of cleaning and ask for a replacement. The environment of our Xianchun Garden is different from other projects, because our cleaning is not done by our company, so we should check and solve the problems in time, and don't bury the bitter fruit for our work. / A4 k3 q5 h9 p，I # T $ l-V & amp； e# @

Fifth, becoming an excellent administrator language is a very important job skill. There are often many ways to explain one thing. That way of speaking, of course. I changed the old saying that people speak human words, and ghosts speak human words (people speak human words, but also human words). Because we are doing property services and people, we don't talk about ghosts. I have a lot of experience in this field. When I first came to Xianchun Garden, I didn't understand that I met a lot of Queena Ding at that time, and there were countless things that I fought with my master just after saying a few words. But now, through the director's teaching, my speech has improved. Everyone who has been to Xianchun Garden knows that there is no parking lot in Xianchun Garden, and we often have to deal with such things. As we all know, Xianchun Garden is either a place where good people stay or a place where good people will learn badly. I remember that once the electric car of 9-3-403 didn't come into the office, he swore that there was no parking lot. That's why I called him to my office and talked with him patiently. He was not angry when he told me from beginning to end that the parking lot was not enough, but his property fee was not bad at all. I don't think you should collect money in any way. This is the purpose. If he likes to listen carefully, you can pick him up. If he is the best teacher, say he is a professor. That's why I say we must pay attention to methods when talking to people. 4 volts # 1 inch wide * G2 [4 volts k

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7 M！ M9 C2 Y0 j4 f/ d VI. No matter which company you want to be, the image of an excellent manager is very important, especially those engaged in property management should pay more attention to their own image. Because we are a service industry, we serve people. When you first come into contact with the owner, a good image often has an affinity. Of course, when you say you have a good image, you don't have to sing if you want to be good. But you must keep it tidy. Of course, I'm not saying that I look like Andy Lau, but I think I'm still neat, which I attach great importance to. Every time I go to my host's house, I have to tidy up my clothes. I think this is very necessary. Being quick is not only helpful for your own image, but also the minimum respect for others. I want to remind you that the owners don't know what your property is now, not to mention how can you tell the owners that you are a white-collar worker if they are sitting there? Image is important. If you don't pay attention to your image and don't wash clothes every day, just like a waste collector, then the owner should say "Oh, the property is the same as the original housing management station". Then what should you do? Don't mention the property management fee to others, they will feel sick when they see you. Of course, there is no such person here. I just said it was important, but I didn't mean to attack personally. %} #]

Seven, to be a qualified property talent, we must have the spirit of not being afraid of difficulties and hardships. I think this can be more reflected when charging. I just met such a family. He is 10- 1-50 1. He wasn't in during the day, so he asked me to talk on his walkie-talkie at night, but he just wouldn't open the door. I get angry when I think of you. Next time, I won't ring your doorbell. I'll get the walkie-talkie key and go up by myself. I don't want you to know. I remember it very clearly. It's 65438+1October 6th. Because it was my birthday, I wanted to collect his property fee as a birthday present, so I went up that night with the intercom key. When he opened the door for me, he was surprised and speechless, but I said a word at that time. I said big brother, you are hard to find, so you know you will be laid off without paying your brother. I feel that this sentence is just to alleviate the embarrassing anger below. Under the steps where he came, I also said, it's useless to tell him, and then talk to him about business. At first he said no. I don't think it's good for me to pay. I thought I would get him when I finally came in, and then I started fighting with him. Finally talked all night, really. At the end of the chat, he said something to me, and I was happy. "Xiao Liu, you are embarrassing me." I just think you can say whatever you want. Anyway, I just wanted to take you down and finally gave me the money. On the way back to the property from his home, I was psychologically beautiful. I finally brought him down and got the gift I wanted. F6 4th Floor, Air Transport Center (z2)

Eight, to be a qualified person, you must have knowledge of the relevant laws and regulations of this industry. Now we have our own laws and regulations on property. When I was here, I suffered a loss. When I first came to the property, the owner came to the property and said that he would not explain the bicycle, but I didn't want others to know, so I pretended to know everything about the owner and told people about the property law, and the results were exposed. This is a simple question, and you can't even answer it. For example, if someone asks you what your security guard is in charge of, now I will explain that my security guard is here to help the public security department manage the community. I'm sorry for the loss of your personal belongings, and my property is no longer responsible. Because I didn't know it at that time, I gave people a random explanation, which made things very passive and led to a bad relationship with the owner. So we must be familiar with our laws and regulations, and basically don't let our service providers question us. I think this is also very important.

% @ # E&@ 5c4UO+D: \ * J1O6q After working and charging in Anhua for one year, I feel that being a property manager is both bitter and tiring, but I think that if we are bitter and tired again, our owners will not let anyone who is a property manager down. Maybe people will ask me why I charged such a fee. What's the secret? In fact, like everyone else, I didn't do anything before I arrived in Anwar, but I will study hard when I arrive. I really don't lie to you. When I first started learning, I also watched the old employees explain how they learned. Plus your own ideas, it becomes the theory of doing things now. I can tell you that I am a stupid child, because there is a saying in my mind, since I have done it, I will do it and understand it. Well done, at best, I have been in Anwar for more than a year. In my mind, only General Xie's words have been reminding me that "whatever you do, you should do it with your heart to improve your personal combat ability and personal quality." One day your return will be in direct proportion to your contribution. "The work in 2004 has ended. I sincerely ask the leaders to continue to give support and help to our work in Xianchun Garden. Next year, we will strive for greater progress and satisfy the leaders. Thank you.