Summary of key account manager's work

Account managers need to answer customers' questions enthusiastically and patiently, face customers calmly with a relaxed attitude and a kind smile, and convey the information they want to know to customers quickly and clearly. Please see the summary of the work of the key account supervisor that I have compiled for you. Welcome to read, for reference only. Please click to see more details.

The work summary of key account executives is like a flash of time, and 20** years have passed in a blink of an eye. During my one-year tenure as the account supervisor in xx Branch, I worked hard and made continuous progress, which greatly improved my business level and my thinking. The work report for 20** years is as follows:

In the past 20 years, under the care and guidance of branch presidents and leaders, I became familiar with the new working environment in a short time. In my work, I have carefully studied various financial laws and regulations, actively participated in various learning activities organized by banks, and constantly improved my theoretical quality and business skills. In the new working environment, there are some shortcomings in work experience and marketing skills. In addition, the branch has newly established a foreign branch, so it is necessary to carry out the work.

In my work, I always strive for customers' support for our business, expand the number of my own customers, collect information and seek support through high-quality service and professionalism in a relatively short period of time, and successfully market a large number of high-quality customers and businesses such as xx Guijiu Trading Center, xx Power Industry Company and xx SME Service Center. Although my current contribution is not great, I have saved hundreds of millions of yuan in deposits and loans to prepare for the future. By the end of 65438+February, personal accumulated deposits exceeded 22 million yuan, and the average daily income exceeded180,000 yuan, and new breakthroughs were made in payroll, PS merchants, notice deposits and other businesses.

Since I became an account manager, I have deeply understood and felt the responsibility and mission of this position.

Customer supervisor is a business card for our bank to serve the public and a hub for customers to contact our bank. The way and manner of communication with customers represent the image of our bank. I always learn communication skills, master communication methods, and treat work with the attitude of "work is my career" and the way of running forward. Collect high-quality customer information from all aspects, keep abreast of customer trends, visit the bridge between customers, go down to enterprises and institutions, go deep into customers, take the bus when there is no bus, and carry out daily maintenance for different customers as always, even if it is a blessing and greeting from a short message, it represents our bank's yearning for customers. Answering questions for customers with enthusiasm and patience, facing customers calmly with a relaxed attitude and a kind smile, conveying the information I want to know to customers quickly and clearly, communicating well with customers and achieving good results, and winning the general recognition of customers for my work. In the credit business, do a good job in pre-loan investigation, post-loan inspection and follow-up investigation, and submit the examination and filing materials in time. In 20** years, the accumulated loan was more than 33.5 million yuan, and the loan was collected on time at 64 1 10,000 yuan. There was no bad loan or bad credit, which achieved personal compliance while obtaining high-quality operating profit and ensured the safety of credit funds.

Third, the existing problems

In the past year, although I made some achievements in various aspects, I also clearly saw my own shortcomings.

(1) Not enough study. Facing the deepening of financial reform and the diversification of market economy, how to master the latest financial information and the development of our city sometimes can't keep up with the pace.

(2) Excavate the existing customer resources, select the best customer, improve the quantity and quality of customers, and enhance customers' greater contribution and loyalty to the bank.

(3) further customer service, down-to-earth, improve work initiative, do more and talk less, and improve yourself in practice. I am trying to correct the above shortcomings.

Fourth, the direction of future efforts.

In the new year, I will make persistent efforts, pay more attention to the study and research of new laws and regulations, new business and new knowledge, improve my working methods, work hard actively, enhance my sense of service purpose, show great courage and pioneering spirit, consolidate my business foundation, work hard in a higher and further direction, and solve all kinds of difficulties encountered in practical work with "new" work.

Summary of the work of the key account supervisor 20xx is coming to an end. Under the leadership of X Company and X Company, xx Company has made a new breakthrough. When I first joined the company, I didn't even repair the project fence. The first phase of the project has been delivered today. It can be said that the company has undergone a qualitative change. In the past year, with the support of company leaders and colleagues in various departments, I have learned a lot, ability and knowledge. I will summarize my work in the past year as follows:

I. Personal work this year

In April, xx, with the support and promotion of the company leaders, I took the post of customer service supervisor because of the increase in the number of customers and some complicated customer service explanations. At that time, I didn't have an accurate qualitative direction for my job responsibilities. At first, due to my limited personal ability, my initial work was not particularly smooth. I am very grateful to General Manager X for his strong support and affirmation of my work, and let me enter the working state as soon as possible.

20xx from March to April, the main work focused on the replacement of the previous customer contract and the explanation and confirmation of the customer after the first apartment change.

May-June-July, 20xx was mainly responsible for determining the price of the store area and developing the store sales.

20xx from August to September, the main work focus is the replacement of the second phase contract and the sales of affiliated shops.

20xx 10 did some preparatory work before handing over the house and found out the internal works of the house.

20xx11-65438+February is mainly about the delivery of the first phase customers.

The above is part of the phased work I have participated in. Besides the above work, I am mainly responsible for daily work: 1. In the process of sales, the coordination and communication between the sales department and the engineering department has also been actively cooperated and supported by the chief engineer Shi and Minister Zhao of the engineering department. Thank you here. 2. Another daily job I am responsible for is the reception of check-out customers and the handling of refund procedures. So far, 45 check-out customers have been processed. 3. Complete some work temporarily arranged by General Manager X. ..

Second, problems at work.

Looking back on my work in the past year, I have done some work, but I don't have the complete ideal of that job. There are still many places where I need to improve myself and keep learning. The following are the shortcomings in my work:

1, the works are generally not detailed enough. Although leaders often emphasize the need to do the details well, some work is often not done in place and not detailed enough, which brings a lot of inconvenience and repetitive work in the future and seriously affects work efficiency. This problem is as small as myself and as big as the whole company. In the future, we must pay attention to every detail in the work process.

2. Don't look for a job. What we do is sales. Usually, we should use sales skills flexibly and find more ways in our work.

3. The work is not rigorous enough. Looking back on the past work, many things could have been solved by one person, but it took several people to solve them together. Some problems should be solved at once, but some repetitive work has to be done. In the future work, we must think about problems and find more ways to improve our working ability.

4. Improve work efficiency. We do customer service work, whether from the company or the individual, we should pay attention to efficiency, do what we say and pursue it to the end. In the past, we often put off some difficult work, which brought great difficulty and workload to the later work. Therefore, as next year's work, we should handle a customer well, solve a problem with one problem, and change the work habit of procrastination in the past. Put every job in place.

Three. 20xx work plan

The end of 20xx years does not mean the end of our work, but the beginning of a new starting point. Because our work in the coming year is facing more severe tests and full of challenges. The company's sales in xx can be said to be very good, basically completing the sales tasks set by the company in xx. However, in the final work, due to the tight time and the lag of the project, the first phase of delivery was not very smooth. At the same time, it has had a great impact on the company's image and reputation, destroying the brand image that we have spent a lot of energy to build before. This will have a certain impact on the sales of houses and shops in the next three phases. At the same time, due to the global financial crisis, the real estate market continued to slump. At present, most customers wait and see with money, and investors are becoming more and more cautious. Coupled with a wide range of price reduction trends, it has brought great difficulties to our sales work in 20xx. So at this time, we should be hard on ourselves, improve our ideological understanding, enhance our overall awareness and strengthen our service concept. From my personal point of view, I should obey the arrangement of the company, be strict with myself, and meet the work of 20xx through the following aspects.

Summary of key account manager's work. I will resign from XXXX and usher in a new year: XXXX! At the end of this year, it is necessary for me to sum up the past in order to look forward to the future better, reflect on the past and better grasp the future, so I will make the following year-end summary of my work in XXXX. The daily work of the property mainly includes charging work, reception and maintenance, complaint handling, decoration management, vacant house management, charging work, check-in procedures, making owners' files, printing notices, and cooperating with the development engineering department to solve the problems left over by the house.

1. Paying the property fee is the focus of the property manager. From XX#-XX#, for the house I am in charge of, I began to collect property fees from XXX households until the end of XXXXX, and the remaining X households failed to pay. In the process of collecting property fees, I found some experience. For example, if you make a promise to the owner, you must honor it, consider the problem from the owner's point of view, learn to chat with the owner, listen, and do more psychological work for the owner.

2. Handling complaints and disputes

Just as an administrator, I often encounter some complaints and disputes. Due to lack of work experience, many things can't be handled well or solved well. Sometimes I will reflect the problems to Mr. Wang, and then I will observe and learn how Mr. Wang handles these things. I also summed up a set of handling procedures in the process of constantly handling complaints and disputes:

(1) First of all, we should do the ideological work of "cooling down" for the complainant or the disputant;

(2) Analyze and investigate the causes of the problems;

(3) If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;

(4) Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.

5] Paying a return visit to handle complaints and disputes can make our work affirmed by the owners, and at the same time, it can also shrink our relationship with the owners and facilitate the future property management work.

3. Injection molding decoration.

Check-in decoration can be divided into check-in procedures, decoration procedures and decoration management.

(1) Injection decoration program.

Before going through a handover and decoration procedure, I first learned about the whole process of check-in and decoration procedure from Manager Wang and made notes, so I became familiar with it in the process of handling check-in and decoration procedures for different owners.

Check-in procedures:

① Check the delivery invoice of the owner and the check-in notice issued by the sales department, and recover the check-in notice.

(2) Confirm the identity of the owner and file a copy of the owner's ID card, let the owner fill in the owner's file form, and fill in the owner's contract in the owner's manual (in triplicate, and file 2 copies) for the owner to sign;

(3) hand over the keys of the tenants, teach them how to use them, ask the owners to sign for the above three things on the confirmation letter, and do a good job in collecting and registering the keys of the video walkie-talkie and the newspaper box;

(4) Lead the owner to accept the house and fill in the house acceptance form; (5) filing of primary occupancy data.

Decoration management:

(1) Fill in the renovation project management form and fill in the parts that need to be changed in the house.

(2) The property company and the decoration company sign a decoration agreement (in duplicate, one for each party) and emphasize the important matters that should be paid attention to in the decoration process with the owner and the decoration company. For example, the owner is not allowed to change the flue, load-bearing wall column and gas pipeline without permission.

(3) Collect the construction deposit and issue the construction permit.

(2) Decoration management.

The most important thing in decoration management is carpentry and painting, and water, electricity and mud are generally less illegal. Here I summarize the water, electricity and mud in my decoration management.

Water and electricity: check the water supply and drainage system in the bathroom, kitchen and balcony to see if there are any random connections and changes. If it is found that there are hidden dangers of water leakage or other unreasonable places, it shall promptly notify the owner for rectification; Check whether the power system is randomly connected and changed, and whether there are potential safety hazards in power consumption.

Mud water: check whether the bathroom and kitchen are added with waterproof layers; Whether there is a chaotic wall; Effective decoration management can erase illegal decoration in its infancy, avoid unnecessary rework in the future, and reduce many complaints and disputes caused by illegal decoration in the future; Effective decoration management can make the community unified and beautiful, and make the community more standardized and tasteful;

In the trial operation of the intelligent car ban system and parking space lease at the end of XXXX, our department is responsible for authorizing the car ban system and signing the parking space lease contract. During this period, we cooperated with Manager Wang of Order Maintenance Department and Manager Qian of Maintenance Department to lay a solid foundation for the division and lease of parking spaces in the park.

4. Vacant house management

Daily inspection of vacant houses, check whether the plastic windows are closed tightly, whether the plumbing hardware and equipment in the house are lost, and whether the water and electricity in the house are unblocked. Especially at the outer exit of the park.

Print notification

When receiving the notice of water and power cut, make the notice of water and power cut at the first time, paste it on the corridor of each unit, and distribute it to the network operators. Get ready for the owner at the first time. When the rainy season comes in summer, make a warm reminder to remind the owner to close the window in the house and remind the owner to pay attention to rain protection when traveling. In XXXXX city, mass texting is to ensure that car owners can know the activities and parking spaces in the park in time.

6. Cooperate with the development engineering department to solve the problems left by the house.

This year, we will make statistics on the problems left over by houses, outlets, parking systems and occupied houses, and notify the Development and Engineering Department for maintenance in time. Such as: garage door problem in villa, water leakage problem in basement. Pay a return visit to the owner after maintenance and make records.

I work creatively with the professional attitude of "working for myself", but there are still some problems and shortcomings. Mainly in

First, the property manager is a new position for me; A lot of work needs to be done and explored, so that it can't be done with ease, and the work efficiency needs to be further improved;

Second, some work is not meticulous enough, and some work is not well coordinated;

Third, the ability to provide effective decision-making data for leaders needs to be further improved; Fourth, communication with department leaders and company employees needs to be strengthened.

Looking forward to XXXX, I will work in the following directions:

First, strengthen study and broaden knowledge. Study hard the knowledge of real estate industry and related property laws and regulations.

Second, in line with the principle of seeking truth from facts, pay attention to the coordination and communication between various departments of the company; Effectively form an atmosphere of unity and cooperation.

Third, provide effective data for leaders.

XXXX is a brand-new year, so I would like to give some suggestions to the company, as follows: I hope the company can increase employees' welfare during traditional national festivals (Spring Festival, May Day and Eleventh), pay more attention to employees' spare time (developing reading rooms and chess rooms), appropriately increase and change the variety of meals in the canteen, let professionals make recipes, hold some seminars for employees and owners, and listen to some suggestions and ideas, so as to develop and grow better.

"If you don't accumulate frog steps, you can't travel thousands of miles; If you don't accumulate small streams, you can't become rivers and seas. " XXXX has achieved success, experienced difficulties and felt enlightenment; XXXX I will, as always, sail for the new year with confidence and hard work. .......

Finally, I wish XX Property Management Company development and growth, and I wish all colleagues smooth work, peace and happiness!

Customer service department: XXX

XXXX，XXXX，XX，XX

Summary of key account supervisor's work. The customer service center is the service window of the property management company. The customer service front desk mainly receives all kinds of repairs, consultations, complaints and suggestions from the owners, and collects fees such as property management fees. With the expiration of the warranty period of buildings and related parts in the residential area, the customer service center will contact relevant departments and construction units in time to urge the construction units and manufacturers of related parts to repair all kinds of houses and their parts reflected by the owners. The specific work is embodied in the following aspects:

1, complaints and suggestions

The complaints and suggestions received this year mainly include noise and oil smoke, housing quality, access management of vehicles and personnel in the community, coordination of neighborhood relations among owners, greening and repair of the community, etc. In response to these complaints and suggestions, we coordinated and rectified, and the noise and soot problems have been reported to the relevant municipal departments, which issued rectification notices to unqualified shops. And pay a return visit by telephone. , and explain the rectification and treatment results to the owner.

2. Repair situation

The owner's maintenance problems mainly include the installation and maintenance of indoor hydropower components and sewer blockage. Follow up the owner's maintenance problems in time. The satisfaction of returning to the business households through maintenance reaches100%; Timely maintenance rate reaches100%; Qualified rate of first-level maintenance 100%. Contact relevant parties in time to arrange maintenance and housing quality in the park, and feed back relevant information to the owner.

3. Follow-up visit

Telephone return visit is an important work content of customer service front desk and an important channel to maintain good communication with the owner. For some intractable problems, we will work enthusiastically, consider the immediate interests of the owners, and try our best to solve their problems.

4. Collection of management fees

The development of various services of property management companies is inseparable from the collection of property management fees. In order to better serve the owners, the collection of property management fees is very important. This year, the collection of residential property management fees is in good condition, most owners pay them in time, and a small number of owners who have not paid for a long time call for payment in time. For owners who have not checked in or have questions, the customer service staff patiently and meticulously answers and handles related questions. For the store, we take the way of door-to-door collection and telephone reminder.

Through direct contact and communication with the owners, our work has also been affirmed and supported by most owners. But after all, time is limited, and there are still many shortcomings and deficiencies in our work, which need further improvement and running-in. For the upcoming 20 17, we are ready and confident to go further.

The work plan of 20 17 is as follows:

1, the work should follow the process. And find a more reasonable process in the actual work, so that the workflow is more reasonable and concise.

2, as a window service image, so from its own image, external, internal temperament, etiquette, talk about the company's publicity column external image should be standardized, meticulous and thoughtful.

3. Increase the awareness of cooperation with engineering maintenance, order maintenance and greening maintenance departments, so as to better serve the owners.

The daily work of the customer service center is to serve the owners, and the customer center is centered on "customers". Therefore, everything of the master is not a trivial matter, and it should be treated as a major event, and it should be more careful.

These are all areas that we need to improve. It is necessary to strengthen training and self-cultivation, be careful about the work, strive to complete every job, and actively and enthusiastically face the owners. This is what we need to do, and this is also the goal and focus of our 18 work.

I recommend it carefully.