Concise work summary of property customer service front desk

Time flies and a piece of work is over. After this period of hard work, we have made greater progress in our continuous growth. It's time to sum up our past achievements in the work summary. But I found that I didn't know what to write. The following is a brief summary of my work at the front desk of property customer service. Welcome to read the collection.

Concise work summary of property customer service front desk 1 20xx year 10 5, xxx property settled in xx Qianhu campus. In this academic year, all the staff of our institute are United, working hard, fighting bravely and innovating constantly, which further improves the management and service quality of the company and has achieved gratifying results: an excellent property management team has been established, and a scientific management model and advanced management concepts and methods have been created. Formed a professional division of labor system combining service and management. Over the past year, we have carried out a series of work closely around strategic planning, brand building, internal management, information communication and service performance. Strategic planning has changed the concept of property management strategically. Since the establishment of Tian Jian Property, the management concept has undergone a profound change from "management" to "service", abandoning the attitude of being a manager in the past and advocating a brand-new service concept of "service education, owner first". In the process of development, Tian Jian property has encountered severe challenges from the internal and external environment, but the concept of serving owners and users has been extended and widely praised. However, the management of the company is not satisfied with the gratifying achievements, but faces up to the problems existing in the service process with a positive attitude, such as weak service professionalism, low service connotation, low employee treatment and high cost. Since the beginning of this year, the company has sized up the situation and started to pay close attention to safety precautions, environmental sanitation and maintenance, striving to build a brand and improve the company's operational efficiency and competitiveness. Brand building is based on high quality, and the company regards how to improve the quality of property management services as the first choice for the company's operation.

First, implement effective measures according to ISO system. At the beginning of the company's establishment, a good quality plan was formulated, and the company's quality objectives, requirements and goals were defined, so as to meet the needs of owners and users with the most suitable service quality. Over the past year, the company has been aiming at passing the audit of ISO9000 and ISO 14000, and at the same time, it has further demonstrated the image of the company's quality service to owners and users.

Second, form a quality system centered on customer satisfaction. Since the company settled in, it has always taken "customer satisfaction, owner first" as the work center, which further confirmed the company's business service concept of taking the owner as the center. In the future, the company will continue to implement and improve service quality and improve service performance.

Third, after the establishment of Tian Jian Property Zero Defect Target Company, after repeated discussions and discussions, it is considered that if we want to be unique, we must do a good job of zero defect: service zero defect; Zero defects in operation; Equipment zero failure; Four zero defects and zero hidden dangers. Obviously, the owner is not always right, but always the most important customer demand, and is fully prepared to meet the demand and actively prevent possible problems.

inner management

I. Human resources

Human resources are an important guarantee for the company's development. At the beginning, due to the special location, the quality of personnel was low. But at the beginning of this year, in order to improve the company's competitiveness, our company actively carried out employee knowledge training, which made employees become "multi-functional" and achieved remarkable results. Staff training includes: corporate culture training, professional and technical training, etc. In particular, the management personnel are trained in the qualification examination of property managers, and the security team is trained in fire fighting knowledge and professional knowledge. Through training, the comprehensive quality of employees has been improved, their working attitude has been improved, their spirit of unity and cooperation has been stimulated, and the service quality has been greatly improved. At present, the company has built a relatively complete human resources reserve and a team of professionals with outstanding professional and comprehensive abilities; Enterprise planners who can make suggestions provide a broad space for the company's development.

Second, rules and regulations.

At the beginning, because the company was just established, a series of systems and assessments were blank, which brought great inconvenience to employees' work. In accordance with the principle of "based on law and abiding by contracts", our company quickly promulgated a series of rules and regulations. Including: the responsibilities of each post, the management system and assessment methods of each post. The introduction of the system has clarified the responsibilities and authority, and also pointed out the direction and provided the basis for the daily work of the company's employees.

Third, maintenance: At the beginning of last year, due to the hasty construction period, four student apartments were built at an extraordinary speed, but the high-speed construction of houses made the maintenance work difficult after taking over. Since last year, our technical maintenance department has received maintenance requests from more than 4,200 teachers and students. However, due to the weak maintenance force last year and the fact that the equipment and facilities are still under warranty, most orders have not been repaired. Until the beginning of this year, our company tripled the number of maintenance personnel in one breath, maintaining around the clock, and at the same time increased the intensity of urging manufacturers to maintain, which quickly solved the original problem. At present, our office has promised to realize the service promise of "minor repairs will not last overnight, and major repairs will not last three times", but because various facilities are still under warranty, our company is still unable to complete many maintenance projects. However, our company still tries our best to repair it, especially the wiring disorder between bedrooms in the apartment. When the repair shop broke down, it took our company's maintenance personnel six days and six nights to make all the adjustments, and solved the complaints of teachers and students with practical actions. Recently, our company replaced more than 2,000 lamps and cannons, more than 300 faucets and dozens of flushing valves in four apartments at one go, making the maintenance rate of supporting facilities in apartments reach over 98%.

Fourth, safety.

1, 20xx years, with the concerted efforts of Qi Xin, all security personnel, the safety precautions for teachers and students were successfully completed. However, with the gradual deepening of the work, our company's safety deficiencies and defects are gradually exposed, such as poor supporting facilities, low quality of personnel and insufficient professional knowledge. To this end, our company carried out a major safety innovation at the beginning of this year. First of all, the elimination system was implemented, and more than ten security guards were eliminated. Secondly, increase supporting facilities and purchase security clothing. The innovation of my work has raised the external image of my security guard to a new height.

2, safety work always implement the policy of school leaders loose outside and tight inside. Because of the special time and environment of the school. Our company strictly implements the visitor registration system and the voucher access system. Since last year, our company has registered more than 50,000 visitors, ensuring the safety of student apartments.

3. In terms of self-management, the security guards of our company insist on meeting once a day and once a week for communication and review. At the same time, carry out professional knowledge training. Since last year, * * * has conducted six professional knowledge trainings, two fire-fighting knowledge studies and more than one month of military training. At the same time, strict safety assessment methods and workflow, as well as anonymous assessment system were implemented. Reward excellent players and punish poor players.

4. In the management of foreign personnel, the security department of our hospital strictly controls the floating personnel, implements the system of visitor registration and seizure of valid documents, and patrols irregularly to ensure the safety of students' lives and property in the apartment. At the same time, due to more pre-construction, we also dealt with illegal structures, standardized the control of visiting vehicles, and created a safe, quiet and elegant student apartment environment.

Verb (abbreviation for verb) clean.

1, the cleaning department of our company can basically complete the tasks assigned by the company, seriously abide by the rules and regulations of the company and the management office, strictly implement the cleaning procedures, and clean the hall, bathroom and corridor of the apartment. Around the clock. Clean dustbins, handrails, doors, etc. All-weather, and clean up the garbage in time to create a clean living environment.

2. Our cleaning department implements strict assessment methods, adopts teacher-student supervision system and grading system, and implements it four times a month to ensure the work intensity. At the same time, mutual supervision is implemented, that is, security personnel supervise the work of cleaning personnel, and cleaning personnel also supervise the working status of security personnel. In this way, the two sides can restrict and encourage each other. It has also achieved remarkable results.

Other aspects of intransitive verbs

Since last year, we have found two mobile phones, nine wallets, 1000 cash, more than 200 campus cards, and many clothes and shoes. It has been well received by teachers and students. At the same time, our company also implements convenience service, provides pump, lets students pump and unlock the door for free, sends sick students to the hospital for 8 times, and climbs the window to open the door for students 10 times. Information Communication In the past year, our company's information communication has experienced a great leap from blank to perfect. At present, our company has the following channels to communicate effectively with teachers and students:

1. Set up a suggestion box in each building to let teachers and students have opinions on our work or attitude.

2. Issue consultation forms. We issue consultation forms to relevant institutions of the school so that they can supervise and guide our work.

3. Hold a student symposium. Since last year, our company has held six student symposiums, from which we got valuable opinions and suggestions. In the future, our company will continue to hold such meetings.

4. Publish the complaint telephone number. If teachers and students are dissatisfied with our employees, they can directly call our management office to complain, and we strive to give teachers and students a satisfactory answer.

5, establish a return visit system, resolutely implement the return visit time is not more than 24 hours.

6. Establish an interview complaint system. If the teachers and students are not satisfied, they can complain directly to our management department, and our management department will reply to the teachers and students as soon as possible, and the response time will not exceed 12 hours. Service Performance Our company has been adhering to the principle of "customer is God" and "owner is supreme", and implementing smiling service based on "all for you, all for you". Striving for your business is our business, your little things are our big things, and your satisfaction is our eternal pursuit. Dedicate yourself to your duties and serve teachers and students.

Concluding remarks

We know that although we have made remarkable achievements this year, we are also deeply aware of our shortcomings. The company's lack of professionalism, single mode of operation and high cost will be our fatal weakness and defect. But we also know that this is also the starting point of our struggle. In the new school, we will learn lessons, sum up experience, learn from others' strengths, improve the professional level, improve the quality of property management, meet the requirements of owners and users, and realize the rapid development of Tian Jian property.

Summary of concise work at the front desk of property customer service 2 Time flies, and a year has passed unconsciously. In the past year, with the care and help of company leaders and colleagues, I successfully completed my work. Now I will make a summary of this year's work.

First of all, reception at the front desk.

The front desk reception is the service window of the customer service department. The main duties of the front desk reception are to keep the information channels unblocked, supervise the regional management, schedule and coordinate the work of various departments. The receptionist is the first person to show the image of the company. Everything he says and does represents the company and is the window to contact the residents of the community.

In my work, I strictly follow the company's requirements, work with tooling, treat guests politely, answer and transfer calls kindly, handle daily affairs seriously, patiently listen to the problems reflected by the owner and the difficulties to be solved, carefully answer and record in detail, and arrange personnel to provide on-site service at the first time. We give satisfactory answers to all inquiries of the owner; For the problem of the owner's application for repair, contact us in time, and actively dispatch workers according to the different contents of the application for repair, and strive to solve the problem in the shortest time. At the same time, according to the completion of the repair report, we will make a door-to-door visit or telephone visit in time. The owner's complaint has been reported to relevant departments for coordination and settlement. Through these ordinary daily work, my work level has been obviously improved, and I have won unanimous praise from the owners and leaders of the community, and also shaped the new image of our property owners.

Second, the file management

Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, and at the same time formulate and improve the information confidentiality system. Check the files regularly and improve the changes or deficiencies in time. In the first half of the year, * * * received 64 maintenance applications, 42 handling and release instructions, and work contact letters 10.

Third, the collection of fees

In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the continuous normal work, we must do a good job in the collection of various expenses and ensure that they are collected in full and on time.

Four. working face

1, strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency.

2. Further strengthen the daily management of the customer service center, clarify the tasks, and be rigorous and orderly.

3, combined with the actual situation, from the details, closely linked to the leadership intention, coordinate internal and external relations, for the leadership to share problems.

Over the past year, through hard study and continuous accumulation, I have made great progress in my ideological understanding and working ability. I have accumulated experience in front desk work and can calmly deal with various problems in my daily work. After this year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, ensuring the normal operation of all the work in this position, being able to treat all the tasks with a correct attitude and loving my job. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Three years have passed quickly, and the new year is coming. In the next 20xx years, with the care and enthusiastic help of company leaders and colleagues, I successfully completed the corresponding work of reception at the front desk. Now, let's sum up our work in 20xx.

First, the basic content of the front desk work.

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. 20xx 165438+ 10, I started to be a receptionist, knowing that the receptionist is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work.

Before working in xxx enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next work plan of the front desk.

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

Summary of concise work at the front desk of property customer service 4 In a blink of an eye, Xinfu has been working here for more than two months, and all the bits and pieces are vivid. It's really not easy for me to know nothing from the beginning and now I can handle some emergencies by myself!

In the early stage of coming here, I didn't understand the front desk work well, so I always made mistakes in my work and there were always many problems. There is nothing wrong with having a problem. The mistake is that you can't analyze the problem! Time goes by day, from not knowing what to do at first to taking the initiative to find something for others. This is my own progress, but also the progress of my life! I was right to come here. There are many choices in life. How to make the right choice? In fact, you just need to understand what you want this time. The new wealth gave me the opportunity to exercise my eloquence and let me know how to communicate well with others.

During my work here, I learned what procedures I need to go through to close the house and what to pay attention to in the process of closing the house. This is all a kind of learning! The receptionist at the front desk is actually very trained. For me who is careless, I really got a good exercise. Although there are still many problems in filing forms at the front desk, I have made great progress compared with the previous one. I want to pursue better and make better achievements, which is what the company needs all our new rich employees to do!

Our supervisor always tells us that going to work is not about how much money we need, but about finding a sense of belonging and honor in our work!

Two weeks after I came, the supervisor asked us to start urging the property fee. I met the owner of Building 2 by chance. He kept asking me about the real estate license. At work, I always remember that every action I do now is to prepare for my future work. Although I was not very clear about handling the real estate license at first, I took the trouble to help him ask many places and try my best to let her know more about handling the real estate license! Later, she came to us and paid the property fee for three years at once. Although there are only more than 5,000 yuan, it is only natural to pay the property management fee, but I still feel that this is an affirmation of my work, and we have found a sense of honor here!

The above is what I learned during my stay in Xinfu. I can't work just to study, but also to create value for the company. Although I came to Xinfu Service Center on May 14, 20xx, in order to further improve my quality and professional level, I made the following voluntary commitments:

1. Wear work clothes according to company requirements. Work clothes should be neat and tidy, and work cards should be worn at work.

2. When answering the owner's phone, ring within 3 rings, pick up the phone and report clearly: "Hello, this is Xinfu Property. What can I do for you? " Listen carefully to the reason why the other party called. If you have anything to say or ask, write it down one by one and try to reply in detail. After the call, say to the owner in a calm tone, "Thank you, goodbye!" "

3. When calling the owner, after answering the phone, take the initiative to greet the other party, "Hello, this is Xinfu Property", use honorifics to confirm the room number and the caller's name, explain clearly what to do, and say "Thank you, goodbye" after the call.

4. The owner went to the service center for help or complaint, stood up when he entered the door, and greeted the owner with a smile: "Hello, what can I do for you?" Listen carefully and patiently to the problems mentioned by the owner, register completely and deal with them in time to ensure the return visit rate of 100%. When the host left, he stood up and said, take your time and welcome to come again! "

5, do a good job in the registration of keys in and out of borrowing, do a good job in the establishment, update and management of information in the region, so that the registration is perfect, accurate and without omission.

6. Be proficient in the procedures of occupation and decoration, and do a good job of registration.

If you can't voluntarily do the following punishment according to the above, you will be fined 100 yuan, clean the whole corridor and use the off-duty time!