Customer service consciousness in property management

Customer service consciousness in property management

Customers are the most precious wealth, and property customer service should pay attention to customers' feelings. Here are some awareness of property management customer service work, to see which one you lack.

To do a good job in customer service, we must first strengthen communication.

1. Maintain normal communication with the owner and shorten the distance with the owner. The owner is also a human being. Everyone hopes that we can help him solve the problem, provide good advice, pay attention to his feelings and care about his house.

2. Strengthen communication with all positions. The work of the management office consists of safety, cleaning and technical groups. Only by maintaining good communication with each team and understanding the operation of relevant parts can we smoothly provide corresponding services for the owners, achieve the purpose of satisfying the owners and adding surprises, thus enhancing the satisfaction of the owners.

3. Pay attention to communication with the outside world. Personal strength is limited, so how to use the surrounding resources to provide services for customers is a subject that we should pay attention to.

The customer's opinion is the best gift.

Whenever I receive the owner's opinions or suggestions, I can reflect them to my superiors in time through my daily work, strengthen communication with the parties, and let the other party feel that the management office attaches importance to his suggestions or opinions. At the same time, review the shortcomings in daily work and think about ways to improve.

Careful and persistent.

I noticed that the decoration workers go to work at 7 o'clock every morning, and there may be places that need help in their daily work. I insist on arriving at work around 8 o'clock in advance every day, which solves the practical difficulties and problems encountered by many decoration households in the decoration process. While providing related services to customers, it has been well received by decoration units.

Customer first.

In daily customer service, we have always maintained a strong sense of "putting you first". When the owner comes to the front desk, he can immediately put down his work and provide targeted services according to customer needs. I remember the night before the second open day of the community, four owners of 12- 1A came to the community for a holiday, and later found that some lights in their basement were not on. In the absence of technicians, I called the control center to solve the lighting problem of the owner as soon as possible, and asked the waiter of the center to call the technicians to be present through the intercom system, which solved the lighting problem of the owner's home in time.

The master is always right.

As we all know, no one can always be right, but in the process of service, "right" is for customers. I remember once the boss of 3B 3C made a long-distance call from Hong Kong and complained angrily about the security officer at 1 post. The reason is that the Hong Kong designer who decorated her home refused to leave her ID card in exchange for a pedestrian pass when she entered the venue, which led to complaints. In fact, there is nothing wrong with our security officer. He acted according to the rules and regulations and carried out the regulations of the management office. If we don't do this, our safety officer will be dereliction of duty. After listening to the host's long talk, I quite agree with the host's point of view: we have no right to detain other people's identity documents, we should provide convenience for the host and let the host's guests be respected. Imagine, if we declare to the owner that this is the company's rule, we must leave our ID card in exchange for a pedestrian pass when entering the venue. Can our owners be angry in the face of Hong Kong people's awareness of rights?

There is no difference between big and small, and there is no difference between people.

Employees don't need to make business decisions in their daily work. The company requires everyone to act according to the rules, do their jobs well and do every little thing well. Impressively, in order to count the owner's renting of fire extinguishers, I found out more than 10 invoices and counted the detailed data of the owner's renting of fire extinguishers. Why are you so moved? Because it's something I can or can't do. In daily work, we should do things right, not people, but guests. Even if it is a small problem reflected by the construction personnel, it can be followed up in time and seriously receive every customer who comes to work.

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