Three Summaries of Property Customer Service in the First Half of the Year

When the work reaches a certain stage or comes to an end, it is necessary to carefully analyze and study the work done in the previous paragraph, affirm the achievements, find out the problems, and sum up the experiences and lessons, so as to better do the next work. The following are three model articles summarizing the property customer service work in the first half of the year for your reference.

Due to the transfer of the customer service manager, I was assigned by the company leaders to be responsible for the overall work of the customer service department in the recent period. According to the focus of our company's customer service work and my years of experience in property customer service management, the work done in the first half of 20XX, especially during this period, as well as the next work arrangement and ideas are summarized as follows:

The first is to strengthen the construction of departmental systems.

1. Due to the change of personnel in the department, the division of work in this department was adjusted according to the actual situation, so as to strengthen management and improve work efficiency.

3. Strengthen the construction of employees' spiritual outlook, implement the daily morning meeting system, timely convey the spirit of relevant documents of the company, and implement the work.

4. Hold regular meetings of all staff in the customer service department, sum up the existing problems at this stage and make timely rectification, improve and improve the quality of employees in the department, improve their work style and raise their service awareness.

5. Carry out targeted departmental training and organize the study of relevant laws and regulations such as the Property Management Regulations and the Property Law, so as to implement various systems.

6. Recruitment and training of new employees in Area B. ..

Second, the charge management

1. Communicate with 52 households who demanded compensation from the property management company for housing quality problems in the early stage. After many difficult negotiations between the administrator, supervisor, manager and general manager of the customer service department, with the consent of the group, 35 households have been properly solved.

2. Pay off the property fee due in the first half of 20** for one month, with a collection rate of 92% and a collection amount of RMB * * * *, excluding 17 households that refused to pay the property fee due to unsuccessful compensation in the previous period, and collect the reported property fee, heating fee and compensation amount. Details are attached.

3. The domestic income-generating plan is 20** million yuan per year. By the end of July, the income of * * * was 74 10 yuan, which was far from the plan. The main reason is that the property company will carry out some income-generating projects this year, such as distribution, picking up and dropping off children for business households and so on. , but it was not implemented in the first half of the year; Secondly, the number of cleaning staff is reduced by half, and the adjustment liquidity is relatively large, resulting in a relatively low completion rate of the plan. In the second half of the year, the second phase of house delivery is also an opportunity to carry out domestic service, and strive to generate 20 thousand yuan.

4. The charges in the second half of the year are divided into three parts. One is to pay off 2 1 household overdue for various reasons on June 30, 20 10; The second is to collect the property fee due at the end of July 2005+2065438. In view of the characteristics that apartments are mostly renters, payment is mainly made by telephone and supplemented by written form; Third, follow up with 16 households whose claims have not been agreed in the previous period, especially the five households that have been negotiating in the future, and strive to properly solve this remaining problem before the end of 20**. The collection rate of property fees is over 99%, and the collection rate of heating fees is 100%.

Third, service management.

1, sort out the previous property archives, standardize the file lending system, arrange special personnel for management, and implement the lending registration system.

① Reorganize the basic information of customers; Focus on summarizing the distribution of apartments No.4 and No.5 into a plan, separating the owners from the leased tenants, which is convenient for reference and daily management;

(2) Update the contact information of the owner and each outsourcing unit;

(3) Count the maintenance manufacturers, contact the real estate office to determine the acceptance date, and provide favorable basis for customer maintenance;

(4) Make statistics on the use of the key, induction cooker and access card in the early stage, verify the remaining quantity, find out the reasons for the defects, and make preparations for future work;

⑤ Arrange the existing vacant keys and indoor facilities and equipment, arrange contact maintenance and indoor cleaning, make good preparations for sales, and implement the regular vacant inspection system.

2. Repair the engineering quality problems of the customer's previous room, focusing on waterproofing, threshold stone, wall cracks, flooding maintenance, floor cracks, shower curtain leakage, toilet water seepage, bathroom floor tile tilt, indoor door lock replacement, entrance door maintenance and washbasin launching maintenance.

3.4 We have handled the claim for damage to the floor and wall caused by the broken faucet of No.807 washing machine, and communicated with the owner and relevant responsible units for many times. If it fails, we will write to the responsible unit to reply within a time limit. Now we have promised in writing to restore the floor to the owner by the end of July. The same problem is handled differently by different responsible units, such as 5#506. After the owner is damaged due to water leakage for the same reason, the property management company will meet the owner and the responsible unit for an interview, and the two sides will reach a maintenance intention, which means that the business owner has done his duty and safeguarded the interests of the property management company from loss.

4. Strengthen the inspection management, standardize the daily inspection of lobby posts and floors, organize collective floor inspections for many times, and handle problems in time when found. Take photos of the recent unresolved problems and arrange them in writing, hand them over to relevant departments for handling, and then pay a return visit.

5. To solve the problem of raising dogs in the community, first, issue a notice on strengthening the management of raising dogs in the community and publish a report phone number; Two, please cooperate with the Democratic Square police station to clean up and rectify the owners who violate the dog-raising regulations, and issue a notice of cleaning up; Third, set up a special elevator, inform and guide pet carriers to take freight elevator, and give elevator instructions to avoid conflicts between people and dogs.

6. In view of some problems existing in the early management, we should attach importance to and strengthen the inspection of the second decoration of apartment owners. Once found, the owner should be required to stop work, and the construction can only be started after the relevant renovation procedures are handled in the property management company according to relevant regulations. At the same time, the safety management department is required to strictly supervise and manage the decoration workers after work and at night according to the company regulations.

Four. B area work preparation

1. Communicate with the sales center of the real estate group to obtain detailed information and floor plan of all owners in Area B, and make preparations for hand-over in advance to improve work efficiency.

2. Think about and prepare the procedures and materials required for the delivery of the house in Area B, improve and perfect the procedures for the delivery of the house in Area A, and avoid repeating the same mistakes. According to the data in Area A, consult the property law and other laws and regulations to sort out and prepare the documents needed in Area B, and ask the group for instructions before printing.

3. Enter the construction site of Area B, understand the progress, make a preliminary inspection of the completed project, and start the preparation for the formal handover, so as to prepare for the smooth handover in June 10.

4. In the second half of the year, carry out the overall handover of Area B, arrange the maintenance projects after handover, and pay a return visit.

5. Filing of handover and check-in information in Area B, key keeping and borrowing management.

Verb (abbreviation of verb) clean management

1, after taking over the management department, immediately make overall arrangements for the work in view of the existing problems.

First, arrange the division of labor, work scope, work standards, work progress, work cycle and frequency of statisticians, and conduct internal selection of the reorganized cleaning class. At present, two trainee monitor have been selected; The apartment implements double shift system, ensuring that the lobby of the apartment will be cleaned before 8: 00 in the morning, leaving the owners with clean and bright visual enjoyment.

The second is to improve and refine the working standards of apartments and commercial streets and strengthen the clean quality; The third is to master the cost plan, analyze it on the basis of the original work, and put forward new ideas of saving money and increasing efficiency; Four, assist the warehouse administrator to store and use cleaning appliances and supplies reasonably, establish a ledger, strictly register warehousing and recipients, and sign by recipients, monitors and managers before leaving the warehouse to control their rational use, and make an inventory at the end of the month to ensure that the accounts are consistent.

2. Daily cleaning management. First, the daily inspection of the current work of the cleaning class is carried out according to the assessment standards, and the problems found are rectified; The second is to organize the squad leader to hold a work arrangement meeting, put forward new requirements for his work, and make a plan and summary afterwards; The third is to hold regular staff meetings, summarize them regularly, implement new standards and requirements in the team and improve the team's mental outlook. After more than a month's adjustment, the cleaning work has been significantly improved in both mental outlook and work quality standards, and has been affirmed and praised by company leaders many times.

3. Cleaning and land reclamation of shops and apartments in Area B. ..

To sum up, although I have made some achievements in the overall work of the customer service department during this period, some work is still going on due to time constraints. My idea is to sort out and straighten out all the unfinished work in the early stage. The later work arrangement is mainly to prepare for Area B, at the same time, formulate and implement the existing rules and regulations of the company and the department, improve the work style of the department, and gradually improve the housing supporting and comprehensive service management of the community on the basis of striving to achieve the economic benefit index. Lead by example, mobilize the enthusiasm of employees, and complete all the work with good quality and quantity.

The first half of the year will be over. Looking back on some things I did in the customer service position in the first half of the year, I can't help but feel deeply. My work in the first half of this year is summarized as follows:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.

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, at the same time, formulate and improve the data confidentiality system, regularly check the file situation, and improve it in time if it is changed or missing. In the first half of the year, * * * received 64 maintenance applications, 42 handling and release instructions, and work contact letters 10.

Third, the model room.

The model room is a window for our external display and a platform for establishing corporate image. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact. In the first half of the year, * * * received 70 groups of visiting groups, with the number of visitors * * * 187.

Iv. collection of fees

In view of the fact that property management is a service industry with high investment, high cost and low return. Ensure that the work continues to run normally.

It is necessary to do a good job in the collection of various expenses and ensure that they are collected in full and on time. In the first half of the year, * * * charged the property service fee of 792 12 yuan.

Private garden maintenance fee is 50386 yuan; The optical fiber usage fee is 2000 yuan; Prepaid water fee 1740 yuan; Cable TV installation fee 450 yuan; The gas installation fee is 3300 yuan.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

As of June 20, 2009, 19, our department visited 38 households in the household survey of residential owners, and issued 38 property service opinion forms. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Experience and harvest of intransitive verbs

Over the past six months, through hard study and continuous accumulation, my ideological understanding and working ability have made great progress. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. 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, and I can treat all the tasks with a correct attitude and love 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.

Seven. Work plan for the second half of the year

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.

The first half of 20xx is the beginning of the formal collection of property management fees and pool fees in various property communities. During this period, he experienced major events such as the China Lunar New Year and the change of company leaders. The customer service work in the first half of xx mainly includes the following points:

First, the arrangement of return visit information

After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.

Second, supervision and improvement.

Supervise customer service personnel to input and count various documents to improve work performance. Regarding the improvement of decoration technology, compared with many decoration events in xx, the decoration business in the first half of xx was less. After listening to the suggestions of some owners, we also provided better and more convenient services for the owners. We shortened the time for decoration approval from the original three days to the application for on-site approval in line with the decoration management regulations.

Third, the handling of complaints and return visits

From 20xx to 20xx, the owner issued a total of 406 complaints, of which 37 1 has been handled and 35 are pending. Among them, there were 47 complaints/kloc-0 in the first half of xx. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments to be responsible for following up whether the owners' complaints have been handled, so as to avoid the owners' complaints again and avoid the expansion of the problem, which has played a certain role in improving the satisfaction of the owners. 254 rectification orders, 248 of which have been processed, including 50 rectification orders in the first half of xx, with a return visit rate of 98%.

Fourth, the late sporadic delivery, decoration work in an orderly way.

By the end of X in xx, 444 units had been signed up in each community, including 36 units in the first half of xx, and 943 pairs of passes were renovated 159 units, including 39 units renovated in the first half of xx and 249 pairs of passes.

Five, the property fee work gradually on the right track, the cost indicators completed on schedule.

There are 442 households with accumulated charges, and 2 households without charges are 8-20 1 and 12- 1702 respectively. 8-20 1 is the owner who didn't take over the building. 12-2702 can't deduct money because the provided bank card is expired. The charging rate reached 99.55%. All pool fees are also charged as scheduled. There are 73 owners who have not paid public utilities in advance. Except for the owners in other places, the water and electricity charges of the swimming pool are basically recovered. More than 50 households have gone through the bank collection procedures, and the finance department has to go to the bank to handle the relevant deduction procedures. Collection rate of decoration garbage clearance fee 100%.

Sixth, customer satisfaction.

In order to improve the overall satisfaction of the owners and create a good community atmosphere, we arranged the lobby of each building in the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In March, we organized Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In April, we conducted a survey on the satisfaction of community owners, sorted out various opinions and suggestions of small owners and answered them one by one. We are deeply grateful for the praise given by the owners, and we will continue to work hard. We are also deeply grateful to the owner for his criticism, because with the owner's opinions and suggestions, we can better improve and perfect it. In April, we also launched Customer Care Month to provide voluntary services for the maintenance, cleaning and furniture handling of small household appliances in owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. In June, Father's Day, in order to let our owners have more understanding and communication, we organized Father's Day community owners to climb the Phoenix Mountain. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.

Seven, there are shortcomings

1, some employees lack professional knowledge and skills;

2. Some processes are too repetitive and complicated;

3. The responsibilities of various departments are chaotic;

VIII. Work Direction of xx in the Second Half of the Year

1. Develop and strengthen various community cultural activities;

2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical guiding significance to future service work.

3. Strengthen the internal and external training of employees and improve the overall service level.

4. Strive to complete the collection of property fees in the second half of the year, reaching more than 80%.

Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. But there are some things that our property customer service can't solve, such as: most owners report that the 2.6 yuan per square meter is unacceptable; If there are too few supporting facilities around,