Work plan for property customer service week

Customer service mainly embodies a customer-oriented value, and integrates and manages all elements of the customer interface with the preset optimal cost-service combination. I have arranged the work plan for the property customer service week for you, hoping to give you some reference and help.

Property customer service work plan 1 According to the work plan of customer service department in 20xx proposed in the Company's Work Summary and Plan for 20xx and the existing problems, our department put forward the following plans and measures after meeting and discussion:

I. Work plan for 20xx years:

1 Before March, 20xx, make statistics on the detailed information of owners who have been in arrears with property fees for more than three years, so as to ensure that the name, contact information, years of arrears and amount of arrears of each owner are accurate.

2. In March, the multi-storey 20xx annual property service fee was urged, and reminders, telephone notifications and SMS notifications were posted to create a payment atmosphere.

In March and April, the heating stopped and various repairs began. In the maintenance work, no matter big or small, all reports are recorded, everything is tracked and returned to the original owner.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continuously organize departmental employees to do regular training.

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and make the work plan for next week.

6. Hold regular service quality review meetings of various departments, standardize the service of customer service personnel, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning and training related professional books.

7. Improve the owners' files, visit the owners who have no files and the files are not detailed, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees.

8, other work assigned by the leadership.

Second, the problems existing in the work of 20xx and improvement measures:

(In 20xx, the collection rate of property fees is only 70%, including various factors that affect maintenance problems, as well as charging methods, reward and punishment systems and personnel management.

1, the charging method is simple;

In 20xx years, the collection rate of property fees in my residential area was low, and most of the toll collectors used reminders, and most of them were not at home. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable;

Our department now adopts the reward and punishment method of charging 10 households every week. In the early stage of charging, the effect is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and there was no immediate adjustment in the later period. For the collection of property fees in 20xx years, our department proposes to make a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, which not only has the pressure of toll collectors, but also has the temptation to maximize wages after completion.

3. Management of toll collectors.

A few years ago, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, inability to grasp the ideological trends of toll collectors immediately, inability to find problems immediately, and inability to solve problems well. In previous years, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation. I want to correct many problems in my previous work, communicate immediately when I find problems, and solve them with a gentle attitude.

(2) The customer service center is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is lax, and the service awareness and work motivation have dropped significantly. In 20xx, our department should do a good job in employee service management. Before going to work every day, employees should conduct self-inspection and mutual inspection of dress and etiquette, so that customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service. Strictly implement the company's rules and regulations and severely punish bad behaviors such as playing computer during office hours.

(3) The customer service department is not careful enough about the maintenance service and patrol work, the maintenance service record is unknown, and the patrol area and route are single and not careful enough. Failing to discover, solve and report all kinds of potential safety hazards and violations of temporary management regulations in time. In the new year, our department will formulate strict inspection standards for residential quarters and decoration, and earnestly implement them, and fill in inspection records in strict accordance with company regulations. Docking repair work should be done regardless of major issues, and everything should be recorded in detail. Make a single-family maintenance file, and the major and minor repairs are well documented. There are many shortcomings, new problems and chronic diseases in the work of our department in 20xx, but under the guidance and care of the company leaders, all employees in our department are confident to do all the work in 20xx.

The work plan of property customer service will be updated in February and 1 month, and Vientiane will be updated. The new year is about to begin, and the comprehensive customer service department is also facing a brand-new environment and test. According to our own situation, we make the following work plan:

1, focusing on customers, and vigorously improving service quality.

1. 1 Seek and create opportunities to strengthen communication with customers in various forms, such as home visits, customer satisfaction surveys, letters and documents, and interactions during festivals. Grasp the customer's information immediately, grasp the customer's needs, do our best to meet the customer's needs and provide customers with high value-added services. Improve customer satisfaction.

1.2 Use the service desk management software to pay attention to the collection, analysis and comparison of customer information; Respond immediately according to customer feedback.

1.3 take customers as the center and improve business processes and operating procedures.

1.4 Promote and expand, give play to the function of "caring housekeeper group", so that each member can really "stick together" with customers and solve problems for customers immediately.

1.5 standardizes, strengthens and refines the courtesy and warm service of customer service staff.

2. Fully cooperate with government agencies and do a good job in public services.

2. 1 Immediately publicize, communicate and implement relevant laws and regulations of government departments.

2.2 We will, as always, fully cooperate, support and implement the policy instructions of governments at all levels and play our due role.

3. Strictly control outsourcers to ensure good quality.

3. 1 Use the "monthly meeting" system of outsourcers to further strengthen the quality control and management of outsourcers' services. Find the problem and let it be rectified within a time limit. The management of foreign contractors has formed a "strict, detailed and practical" work style.

3.2 For one-time outsourcing service activities such as "external wall cleaning", assign special personnel to follow up, find problems, let them be rectified immediately, and strictly control the quality.

4, smooth communication platform, do a good job of publicity.

4. 1 Give full play to the role of the bridge and window of the bulletin board, update and enrich the information on the bulletin board immediately, and release the relevant management information, service information and external information of the project department to the owner immediately.

4.2 fully display and establish a good image of the property department to customers.

4.3 For the problems that the owners are generally concerned about, use the publicity column to release them to the owners in the form of special topics.

4.4 Further smooth and broaden the communication channels with the owners.

5. Strengthen staff training and improve staff quality.

5. 1 Based on the training schedule, focus on training customer service personnel in "service awareness, polite hospitality, case analysis", etc., and comprehensively improve the comprehensive quality of customer service personnel.

5.2 Develop various forms of new courseware and increase the training of new topics and new ideas; Broaden the training form.

5.3 Pay attention to the effect verification and evaluation after training, and finally achieve the purpose of improving service quality.

6. Strengthen internal management and implement quality system requirements.

6. 1 strengthen the inspection of the implementation of the five-routine law, so that every employee can master it skillfully and effectively apply it to work.

6.2 Improve the management methods of electronic files and document files; Clarify the relevant systems and management processes of file management; Binding some emergency plans, schemes, procedures, processes, etc. Into an independent book.

6.3 Strengthen the management of front desk service and employee discipline.

6.4 Effective use of ISO 900 1-a management tools, scientific management, standardization of each service process and service details, recording and retaining effective data, and improving service quality.

6.5 Strengthen the implementation and supervision of various plans and processes.

7. Strive to improve and follow up in time.

7. 1 Continue to do a good job in garbage sorting and strive to become an "excellent demonstration park for garbage sorting in Beijing".

7.2 Take precautions against Hyphantria cunea in advance to prevent Hyphantria cunea from flooding in the park and causing losses to the park and the company.

7.3 Strive to create a "garden-style unit" and do related work well.

7.4 Management emphasizes people-oriented, emotional people, emotional people and emotional parks, and strives to build harmonious parks and emotional parks.

Under the leadership of Perfect Time Project Department, the customer service department will continue to assist the project department to complete the company's indicators, strengthen communication with the owners, improve service quality, and make continuous efforts to carry forward the essence of property management.

Work plan for the third week of property customer service. Fully implement standardized management.

Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.

Two, the implementation of performance appraisal, improve service quality.

On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.

Third, strengthen the training and assessment system.

According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.

Fourth, establish a strict security system in combination with the actual situation of the community.

Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge, and open up the situation of joint defense.

Five, improve daily management, carry out convenience work, improve household satisfaction.

Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.

Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.

According to the annual work plan, the focus of the recent work is:

1, in accordance with the system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear job requirements.

3. Draw up a feasible scheme for charging temporary parking of vehicles.

4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations.

5, according to the department plan to complete the training work of the month.

In the year of 20XX, Yuyuan District will take a pragmatic working attitude, take the company's overall working policy as the guide, complete all work tasks and assessment indicators with good quality and quantity, and achieve good results in the year of improving service quality.