20 19 personal work summary of property customer service

Have you gained anything from working in property customer service for a period of time? As a person in the workplace, we must form a good habit of summing up our work. The following is my personal work summary of 20 19 property customer service, for your reference only. Welcome to reading.

20 19 Personal Work Summary of Property Customer Service (1)

In the twilight rain curtain, the clouds change, Ryutsuki in Changgou is silent, and time flies. I have been in the customer service department of xx Garden for more than two years. For xx Property Customer Service Department, 20xx can be said to be a year of continuous development and striving for high-quality service. While constantly improving and perfecting all kinds of work, we have ushered in a brand-new force to join our team, and it is our unremitting pursuit to build a solid and courageous team spirit.

In this process, the work of the customer service department has been concerned and strongly supported by the company leaders, and various work systems have been continuously improved and implemented. The concept of "customer first, honesty and trustworthiness, hard work" has been deeply rooted in the hearts of managers and integrated into the daily work and life of every customer service staff. The new year is coming. Looking back on the work of the past year, there are gains and losses. Personal work in the past year is summarized as follows:

First, deepen the understanding of the company's various rules and regulations and the post responsibility system of customer service assistants.

In the spirit of "20xx", I will constantly learn and master the relevant laws and regulations on property management and service charging standards, and be familiar with the basic situation of community owners, facilities and equipment. In 20xx, we devoted ourselves wholeheartedly to improving the sense of teamwork, and made continuous progress towards the goal of excellent service under the leadership of the company, which was widely supported, understood and positively praised by the owners.

Second, deeply understand and master the basic situation of the overall project of the park, integrate theory with practice, and actively participate in learning and training.

Since the handover began in 20xx 10, the first phase of the overall project of the park has completed xx buildings, * * households and * * households. The second phase of the project has been completed, with X households and X units. On the whole, Building X has been taken over and X households have moved in, among which X households have the occupancy conditions and X households have not. * * * There are X sets of idle houses, including X sets of vacant houses, X sets of model houses, X projects, X offices borrowed by the construction unit, and X households have the conditions to stay.

Consciously accept the training and assessment of the quality department, master the basic operation process of the customer service department, cultivate a high sense of responsibility and professionalism in the study and work, strive to do the work carefully, actively contact the construction unit to maintain the owner's home, and pay a return visit to the owner in time.

Third, implement the job responsibilities of customer service assistant and complete other tasks assigned by customer service leaders in time.

1. Complete the inspection record of vacant houses once a month, and find xxx cases of equipment and facilities and xxX cases of hidden dangers, correct the violations and regulations of decoration management, and issue XX rectification notice when daily checking the situation of the responsibility area, including decoration garbage piling, sanitation of the responsibility area, occupation of public areas by the owner, unauthorized modification of equipment and facilities by the owner, sundries piled up by air-conditioned seats, hanging advertising banners, etc.

2. Be responsible for tracking the maintenance of waterproofing in the park, checking the water leakage on site and making records, notifying the construction unit to repair and deal with all kinds of water seepage and water leakage, including xx households, requiring customers to recover compensation and reporting it to the department manager step by step for proper handling.

3. Contact the construction unit at any time to repair the civil plumbing in the responsible area, and the treatment rate is above 98%. The rest are hidden dangers left by the owner in the decoration process, and the owner has done a good job of communication, explanation and treatment.

4. Responsible for handling the problems of guardrail and guardrail glass in the park and following up the maintenance results. We contacted the construction party many times and the maintenance failed. Up to now, there are still xx owners' problems that have not been properly handled.

5. In order to improve innovative and high-quality services and bring more comfortable and warm living environment to the majority of owners, actively carry out 20xx? Collection of property service fees in xx residential quarter in 20xx (the default deduction of property fees is in the settlement period due to late delivery, not counting), xx households have expired, and xx households have been urged to collect them, and xx households have expired and paid xx households. Among them, the unpaid owners need to continue to make dunning and explain the vacant houses that have not been renovated in other places, and some owners have objections to the problems left over from the maintenance of the previous projects. At this stage, the focus of work needs to be more focused on the follow-up maintenance and the handling of problems left over from construction, so as to satisfy the owners and ensure the smooth collection of property service fees.

Fourth, bring forth the old and bring forth the new, and constantly improve their own literacy and service quality.

Owner's satisfaction is the ultimate goal of property services, honing and shaping self-character at work and improving their psychological quality. As for me who is inexperienced in social work, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help, care and tolerance of my leaders and colleagues, especially under the careful guidance of Manager Ding, I dare to challenge and my personality has further settled down.

I realized the importance of details in my work and life. Details are often ignored because they are "small", which often makes people feel cumbersome and too busy. Therefore, we should always keep in mind the leadership's emphasis on "fine service, generating returns and benefits from details."

20xx is a year of continuous exploration and self-pursuit. In the new year of 20xx, I will try my best to correct the shortcomings in my work in the past year, and constantly improve and strengthen in the following aspects:

1. Continue to learn the basic provisions of property management and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and tabular data, and be familiar with relevant property management case analysis.

3. Further improve their own character, improve work patience, pay more attention to details, strengthen work responsibility, and cultivate work enthusiasm.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities and keep up with the company's progress.

Don't think about whether you can succeed, since you have chosen the far convenience, you only care about the bitter. No matter whether there will be cold wind and rain behind us, since the goal is the horizon, what is left to the world can only be the back. Set out, you will reach your ideal and destination, work hard, you will achieve brilliant success, and you will reap your seeds. Pursue, and you will taste an upright life. Cheer yourself up and make more brilliant achievements under the leadership of company leaders in the new year.

20 19 Personal Work Summary of Property Customer Service (2)

Looking back on my work in the past six months, with the support and help of the company leaders and colleagues, I have been strict with myself and completed my work well according to the company's requirements. Through the study and work in the past six months, the working style has made a new breakthrough and changed greatly. The work in the past six months is summarized as follows:

First, the daily work of the customer service department

Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals. There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.

1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.

2. Straighten out the relationship and create the departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.

3. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.

4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. The second is to give strength, strong resource integration ability and strong promotion ability, and promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.

Second, strengthen self-study and improve professional level.

Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. 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. Existing problems and future efforts

Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.

In the second half of the year, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

20 19 Personal Work Summary of Property Customer Service (3)

Looking back on my work in the past six months, with the support and help of the company leaders and colleagues, I have been strict with myself and completed my work well according to the company's requirements. Through the study and work in the past six months, the working style has made a new breakthrough and changed greatly. The work in the past six months is summarized as follows:

First, the daily work of the customer service department

Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates the inside and outside, coordinates the left and right, and contacts all directions, and is the center to promote all work towards the established goals. There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.

1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.

2. Straighten out the relationship and create a departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. Over the past six months, the department has achieved the goal of familiarity and harmonious interpersonal relationship, and has made positive preparations for future coordination and exerting the ability of various departments to solve work problems.

3. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.

4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. The second is to give strength, strong resource integration ability and strong promotion ability, and promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.

Second, strengthen self-study and improve professional level.

Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. So I think I have made some progress in the past six months. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. 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. Existing problems and future efforts

Over the past six months, I have been able to work conscientiously and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.

In the second half of the year, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

20 19 Personal Work Summary of Property Customer Service (IV)

Time flies, I have been working in the service center of xxx Park for one year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

Looking back at the company's customer service job application at the job fair, it seems to have happened; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

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, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year.

1. Go through the formalities and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Among them, 92 households have been delivered to the park, 46 households have gone through the handover procedures, 7 households have gone through the decoration procedures, and 2 households have moved into the owner;

2, 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;

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 and 5 copies of rectification notice1/kloc-0 have been sent; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

In the process of completing the above work, I learned a lot and grew a lot.

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of my leaders and colleagues, especially under the careful guidance of my current supervisor, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was tight, there were few people, and the related work was complicated. All the staff in the housekeeping department have worked overtime for more than one week in a row, and strive to make full and meticulous preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night.

On the first day of delivery, I was responsible for the assistance of the customer service center. When I drag my tired body to participate in the delivery work, I feel like sleeping with my eyes open. However, when I saw Zhang Yu, who came all the way from Chongqing, facing the customers with a calm and sweet smile and skillful reception skills, waves of ripples rose in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers? Through the company leaders' understanding of our work that day, I deeply realized the true meaning of professionalism 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 work hard, put customers first and always smile, because you represent not only your personal image, but also the image of the company. In the delivery work on the second and third days, I changed from assisting work to formal reception work. While strengthening my emotional control, I tried my best to maintain smiling service and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host. Going through this delivery process has also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections. When communicating with a few difficult engineers, they gradually become fearless; Reception etiquette, telephone etiquette and other etiquette have also been gradually improved;

I realized the importance of details in my work and life. 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. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by 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;

3. I have developed my talents in my work and study; When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. I just finished the layout of the Christmas New Year's Day Park two days ago, which is the first one I made myself. When the plan was approved by the supervisor, my heart was full of joy of success and passion for work. As for the layout of the publicity column in the canteen, the park identification system and the layout planning in the Spring Festival park, I will treat them seriously and responsibly, and try my best to do them well one by one.

In the new year of 20 14, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects.

4. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette;

5. Strengthen the production ability of copywriting and meeting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

6. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

7. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.