Summary of customer service work of property company: 5 articles

Summary of Customer Service Work of Property Company 1

A year passed in a blink of an eye. Under the correct leadership of

Summary of customer service work of property company: 5 articles

Summary of Customer Service Work of Property Company 1

A year passed in a blink of an eye. Under the correct leadership of the general manager of the property management company, with the support and close cooperation of colleagues, our department has a good coordination with other ministries and commissions. In terms of work, we have conscientiously abided by the rules and regulations of property management companies, learned the experience of managing security, greatly improved the work efficiency and quality, made some progress in personal comprehensive quality and work ability, and successfully completed all the work of our department.

1, resolutely obey the leadership, seriously understand and implement the company's business strategy and work spirit, and implement it in the actual work of the post, always putting the maintenance of the company's interests first;

2. Strictly manage and supervise community security, and strive to create a harmonious and civilized community;

3. Adhere to the fire protection policy of "prevention first, combining prevention with elimination", improve the inspection of fire-fighting equipment, strengthen the training of fire-fighting knowledge, raise the awareness of fire prevention, master the operation methods of fire-fighting equipment, and ensure the safety of the community;

4. Keep strict records of vehicles entering and leaving, and charge vehicles according to regulations to achieve civilized service;

5. Strictly manage the parking of vehicles in the parking lot, put them in an orderly manner, and ask the team members to take the initiative to command, check the damage of vehicles and potential safety hazards, and make detailed handover records;

6. Strictly implement the past post system, carefully check and check the owner's contact book for outsiders such as in and out, moving and delivering goods, and make a good record of visiting registration;

7, monthly assessment of security, rewards and punishments, irregular inspection, education for players with weak sense of responsibility, players who still go their own way ask the security company to replace them in time;

8. Check and monitor the infrared correlation system three times a month and once every 10 day. If there is any abnormality, report to the leader in time and contact the maintenance unit in time. Now the monitoring equipment has been broken for nearly half a year, hoping to solve the maintenance problem in time;

9. Patrol the whole community regularly and irregularly every day. Every time, the security guards are investigating the hidden dangers of the community to ensure the stability and unity of the community.

Summary of customer service work of property company II

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

First, improve the service quality and standardize the front desk service.

Since 20-2000, when the Ministry put forward the working principle of "first inquiry responsibility system", 20-2000 has been a year of fully implementing this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this post or not, we should follow up and implement it, ensure the continuity of all work, make the work in a benign state, and greatly improve our work efficiency and service quality.

While implementing the "first question responsibility system", we trained the front desk during the month. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of 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's requirements for property are getting higher and higher. 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 park, strict checks are made, inspections are strengthened, and illegal operation and decoration in the park are found. From the perspective of management services, we gave good advice and stopped it in time, and communicated with the legal adviser of-,and formulated corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks 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.

Summary of customer service work of property company 3

As an ordinary property customer service specialist, my job responsibilities are mainly to be familiar with and master the laws, regulations and policies of property management, constantly improve and update my knowledge structure, and keep up with the development direction of property management with the times.

The second is to use the theoretical knowledge learned to guide their practical work and try their best to deal with and coordinate the relationship between enterprises and owners; Do every job dutifully, always maintain a good mental state, adhere to the concept of service first and management second, win the trust of the owners and maintain the good image of the company. As a member of the company, this is what I have to do.

At work, I summed up a set of work experience.

1) First, do a good job of "cooling down" the complainant or the disputant;

2) Analyze and investigate the cause of the problem;

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 draw up 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) Returning 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, which is conducive to the future development of property management.

On this basis, nine steps to realize zero defects in work are established:

1, clear requirements: the owner is not always right, but always the most important; Fully meet the needs of customers and take this as the starting point and destination of work.

2. Prevention first: make full preparations to meet the requirements and actively prevent possible problems.

3. Do it right once: do it right for the first time in implementation.

4. Responsibility in place: decompose and implement the service quality objectives to all departments, posts and individuals, and implement them step by step as planned.

5. Intensive training: instilling ideas, imparting knowledge and training skills.

6. Strict inspection: personal self-inspection, supervisor/manager supervision and administrative center inspection; And analyze the results to clarify the problems, causes and responsibilities.

7. Circulating return visit: regularly and timely correct the problems existing in the service (especially the complaints of the owner) and formulate corresponding preventive measures.

8. Integrated organization: on the basis of linear organizational structure, focusing on customer satisfaction, improving the "first responsible person" system, speeding up information exchange, and highlighting the idea of total quality management.

9. Standardized operation: further improve the operation specifications.

The implementation of "zero defect in property" will further improve the service quality, enhance the brand image of the company and consolidate the property market.

Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Summary of customer service work of property company 4

Just like yesterday, the property management company applied for a customer service position. Now I have changed from an ignorant student to a member of Ruihe who shoulders important work responsibilities, and from a stranger to a person who is familiar with customer service work.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.

The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports.

In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time.

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form.

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys.

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback.

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion.

6. Data input and file arrangement. For the company's information documents and relevant meeting minutes, input and print them carefully, make forms and documents according to the work needs of various departments, and draft reports.

7, the replacement of old and new forms and put into use.

8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down.

In Ruihe Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of details:

Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

Summary of customer service work of property company 5

In a blink of an eye, 20 years have passed in our busy work. Looking back on 20-2000, the customer service department of property management company can be said to be a year of further development and improvement of various governance performance. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. Through the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various working systems have been continuously improved and implemented. The service concept of "customer first" has been deeply imprinted in the minds of every customer service staff. Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system.

On the basis of various rules and regulations preliminarily improved in 20-2000, the key point in 20-2000 is to deepen the implementation, so that the customer service department can deepen its familiarity and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

The second is to integrate theory with practice and actively carry out customer service training.

Use the regular meeting time of customer service department every Friday to strengthen the training of this part of the staff. The training work is based on the practical problems encountered in the work in the past week, so as to achieve the combination of theory and practice and make each customer service staff more familiar with the service concept.

Third, the daily maintenance processing

According to the workload statistics every weekend, it will receive more than a dozen various forms of repair reports. According to the different contents of the repair report, actively send workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four. Collection of residential property fees

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in various districts. Finally, with the support of the property manager, secretary and other parts, the charging index issued by the company was completed.

Verb (abbreviation of verb) collection of energy fee

Completed on schedule-the quarterly work of residential water meter completed the new task assigned by the company-the first work of residential water meter.

Intransitive verb-the rental work of the bottom merchants in this area

We have worked out a lease plan for the bottom-level merchants, and introduced supermarket and pharmacy projects in the second half of the year.

Seven. Take back some buildings

Complete the recovery of-# and-# within months; At the same time, we have completed the repossession of some buildings (1 and Unit 2).

Eight, organize fund-raising activities.

After learning the news of-,the leaders of the property company immediately decided to hold fund-raising activities in the community to offer love to the people in the disaster area. This task is completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.

Nine, during the festival, the park decoration and layout.

Actively complete the decoration work in the park during various festivals. This year, the company stepped up its efforts to decorate the park during Christmas, a festival that attracts young people's attention, and bought Christmas trees and various decorations in community halls-gates and districts.

X. Owners' Symposium

On the eve of the Spring Festival, the annual owners' forum was organized. Invited owners spoke actively at the meeting, fully affirmed the service work of the property management company and put forward pertinent suggestions.

In short, on the basis of 20 years' work, we are full of confidence and hope for 20 years. In the new year, we firmly believe that as long as we work hard, actively explore and forge ahead, we will be able to complete all the work indicators issued by the company.

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