Customer service work summary and work plan for the second half of the year

Time flies and a period of work is over. It's time to sum up our previous work. The following is a summary of customer service work and work plan for the second half of the year, which I compiled for your reference only. Welcome to reading.

The customer service work summary and the work plan for the second half of the year passed quickly, and the work for the first half of the year will be over in a blink of an eye. Since joining the xx project, with the guidance of the project leader and the support of various departments, the expected work objectives and work plans at the beginning of the year have been basically completed. Over the past year, the customer service department has strengthened the internal management of the department, improved the level of property services, improved communication with the owners, and properly handled disputes and compensation incidents related to the owners. The work of the department has been significantly improved, the enthusiasm of employees has been greatly improved, and the satisfaction rate of owners has been significantly improved. The work of this half year is summarized as follows.

The fee for this year's xx is RMB (as of xx, xx), and the collection rate is x%. The property fee for the previous year is RMB; Dealing with X compensation disputes, the achievement rate is100%; Coordinate with xx large-scale property warranty maintenance, and the owner is basically satisfied; Received xx complaints from the owner, and the timely handling rate was xx %；; X pieces were accepted for daily repair, and the qualified rate was100%; Visited xx people/time in front of the door and accepted more than xx suggestions.

First, the good performance of this department this year.

(A) standardize internal management, enhance the sense of responsibility and work efficiency of employees.

Since joining the customer service department of xx home furnishing project, we have found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize a number of targeted trainings, and regularly comment on employees' work, effectively inspiring employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

(2) Take various forms and measures to consolidate and improve the level of property fees.

This year, the accumulated collection of property fees is xx yuan, and the collection rate is 7% higher than last year (the collection rate of property fees was 60% last year), and the overall fee level has been consolidated and further improved. To sum up, we have done a good job in the management of three charges. First, the forms of charges are diversified, with emphasis on strengthening door-to-door charges on holidays. Before, the customer service department mainly used telephone calls and posted notices. Both methods have the problems of low charging efficiency and low enthusiasm of car owners. Therefore, Lu Yu and door-to-door charging methods have been added to ensure that all customer service personnel charge at home every Saturday and Sunday. We strengthened communication with the owner, discussed the timing of charging, and ensured the efficiency of charging. Second, the charging measures are service-oriented and promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help solve the owners' problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually improve their enthusiasm for voluntary payment because of the meticulous service of the property. Third, the charging work is performance-oriented, and the charging level is improved by encouraging employees to charge. Charging has always been the most difficult task for the customer service department. Employees' enthusiasm for charging has always been low, and overtime pay will be added.

(3) Strictly grasp the service quality and level of customer service personnel and create a good service image.

The customer service department 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 personnel directly affect the overall work of the customer service department. Since the second half of this year, our department has focused on employee service management on the basis of doing a good job of charging. Before going to work every day, employees conduct self-inspection and mutual inspection on dress and etiquette, so that customer service personnel can maintain a good service image, strengthen language, etiquette, communication and problem-solving skills training of customer service personnel, and improve customer 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.

(4) Successfully completed the second-phase check-in work, which laid the foundation for the overall work of the customer service department.

At the end of X, the project received the second-phase occupancy task, and our department was mainly responsible for distributing materials, signing contracts and handling disputes between owners. A total of xx households have gone through the check-in procedures, and X disputes have been settled during the check-in. The procedures were handled in a timely and accurate manner, and the owners were basically satisfied with the handling of various disputes. Before the official check-in, our department worked overtime to prepare check-in materials, contracts and other documents, formulated detailed and unified statements, and organized many check-in drills. In the process of handling the formalities, the customer service staff learned and mastered the family characteristics, customer group types and basic economic conditions of the owner through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service staff patiently explained and answered the questions raised by the owner, showing a good customer service image to the owner.

(five) closely cooperate with various departments to do a good job of internal and external contact and coordination of the management office.

The important function of customer service department is to contact the internal management office and the external work of the owner, and provide services to the owner in time through feedback information. This year, we have dealt with xx problems related to engineering, xx problems related to safety, xx problems related to cleaning services and xx problems related to developers. The focus of customer service coordination is the follow-up and handling strategy of the problem. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Two. 20xx Work Plan for the Second Half of the Year

In 20xx, the key work of our department is to further improve the level of property fees by x-x percentage points on the basis of xx; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year. For the detailed work plan of this department, please refer to Annex I Work Plan of Customer Service Department for 20xx.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.

(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(4) Improve the customer service system and process, and basically realize institutionalized management.

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.

(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.

Looking back on the first half of the year, our work was full of hardships and setbacks, but we gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, in the second half of the year, all employees of the customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

Summary of customer service work and work plan for the second half of the year 20xx, I was officially promoted to the head of xx customer service department, which is a new life station for me personally. Unconsciously, I have been engaged in customer service for nearly x years from front-line employees, which is deeply touched. Although many people don't know about customer service, they think it's just boring things like answering the phone and taking notes. In fact, to become a qualified and competent customer service staff, I need to have considerable professional knowledge, master certain communication skills, and have a high degree of consciousness and work responsibility, which I have a deep understanding of. Although customer service is very common, it will soon play an important role in customers' daily life, and I believe that with the gradual development of society to a high-end level, it will inevitably be valued by most people.

Time flies, the work in the first half of the year will be over in a blink of an eye. With the strong support of the company's leaders and the close cooperation of all departments, the work objectives and work plans of each stage in the past six months have been basically completed. Since the delivery of the project, the customer service department has been running through the requirements of the previous xx property management, strengthening the internal management of the department and strengthening the level of property services. The work of the department has been significantly improved, and the enthusiasm and sense of responsibility of employees have been greatly improved. The work of this department this year is as follows:

First, standardize internal management and enhance employees' sense of responsibility and initiative.

Since the establishment of xx customer service department, the professional knowledge of customer service staff is uneven: the concept of property management is vague, the sense of teamwork is weak, and the initiative and responsibility of work are not strong. In view of the above problems, our department has formulated the specific responsibilities of customer service assistants and the regulations on the management of model houses, and defined the specific requirements and standards for the daily work of the department. They have been trained in the basic knowledge of property management and are regularly evaluated. Strengthen communication with employees, understand employees' inner thoughts and requirements, and adopt different methods to stimulate employees' work enthusiasm for different personnel. At present, the employees in this department have changed from passive and procrastination to more active and positive working conditions.

Second, strictly grasp the courtesy of customer service staff and improve service awareness.

1. Customer Service Department is the window for the service center to contact with the outside world. The service consciousness and quality of customer service personnel directly affect the overall work of customer service department. Over the past six months, I have formulated a relatively comprehensive etiquette standard for property management, and departmental employees conduct self-inspection and mutual inspection on dress and etiquette before going to work every day. Strengthen the training of customer service personnel in language, etiquette, communication and problem-solving skills. The service concept of "enthusiasm, thoughtfulness, smile and meticulous" runs through this department, which greatly improves the service awareness and quality of customer service personnel.

2, the successful completion of xx from the construction stage to the opening stage, the main job of our department is to assist developers to sell real estate, in strict accordance with the developer's daily reception process.

3. Work closely with other departments, realize internal and external coordination, and supervise the housing lease of staff quarters in the service center.

Three. Key points of work plan for the second half of 20xx year

1, continue to strengthen the overall service level and quality of customer service personnel, and formulate corresponding training plans according to different stages of property management in the early stage.

2. Assist the development company to sell the real estate, and make preparations for the takeover, acceptance and occupancy of the previous property management.

3. Improve the system and process of customer service department, and basically realize institutionalized management.

4. Work closely with other departments to complete the tasks assigned by superior leaders.

Although the work performance of this department has improved obviously on the whole, there are still some problems: the customer service staff has not been engaged in property management for a long time, the overall business level and professional quality are low, the skills and methods to deal with problems are not mature enough, the experience in dealing with emergencies is insufficient, the professional quality of service is not very high, and there is no timely follow-up and feedback after receiving the problems. In order to do a better job in the new year, all employees in our department will unite and work together with Qi Xin to achieve the company's goals and make modest contributions to the company.

Customer service work summary and work plan for the second half of the year. The busy first half of 20xx is coming to an end. Looking back on the work of the customer service department for half a year, I was deeply touched. Over the past six months, with the care and support of leaders at all levels of the company and the active efforts of all employees in the customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, this year, the front desk telephone number reached more than xx times, and the reception and maintenance were more than xx times, including the daily maintenance of the owners and the maintenance of the citizens. The average daily telephone volume is as high as xx, the average daily visit volume is xx, and the average daily return visit volume is xx.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in X, mainly focusing on the front desk service standards, terminology of front desk service standards, etiquette, manners, etiquette of seeing off guests, etiquette of answering phones, manners and behaviors, and terminology of front desk handling business. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads xx administrators to put inspection in the first place and charges in the second place, so that xx administrators have no pressure, and it is the same whether they receive more or less, even whether they receive it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and xx administrators were abolished, full-time toll collectors were set up, and wages were directly linked to the charging rate, and an incentive mechanism was established to dismiss xx administrators who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. In the first stage, the charging rate will be increased from xx% to XX%; The second stage is raised from xx% to XX%; The third stage is raised from xx% to xx%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Verb (abbreviation of verb) organizes activities and enriches community culture.

The most important thing of property management is to embody humanized management and carry out various rich and interesting community cultural activities, which is a bridge between property companies and owners. A few years ago, the property management company also organized a large number of community cultural activities, such as some parties, garden activities, short trips and various chess competitions. It has been recognized by all the owners, but combined with the actual operation of the property, the standard property fee of xx yuan/square meter can not even guarantee the daily management expenses, not to mention that organizing these activities requires a considerable sum of money. In this case, we must overcome difficulties, broaden our thinking, think of ways to make rational use of park resources and carry out paid activities.

According to the actual situation, we contacted some electrical appliances city, fitness equipment center, Yinglilai cake shop, preschool education center and other units to engage in activities in the park. These companies offer a complete plan, and park owners are also involved. Dealers not only distribute gifts, property companies also charge a certain fee to make up for the lack of property fees.

Through repeated activities, it embodies the humanized property management of xx community, and at the same time, it also enhances the communication and exchange between the property management company and the owners, which increases the company's income. According to statistics, since March 20xx, about xx yuan has been collected in cash and in kind through activities in the park.

Six, check the second phase of water meter installation, recover economic losses.

This year, the customer service department has been cooperating with the engineering department to investigate the households who have not installed water meters in the second phase. According to statistics, nearly xx households have not installed water meters or paid water charges since they moved in. We must hurry to install watches and try our best to recover the cost. Moreover, in the process of installation, we found new problems. Many cassette water meters need to be replaced with new batteries. Faced with this situation, our department sent a special person to be responsible for the screening of this X building and the collection of water charges. With the cooperation of the engineering department, we have installed xx water meters so far and recovered the cost.

Seven. Work Plan of Customer Service Department in the Second Half of 20xx

1. Follow up the situation reflected by the owner in the satisfaction survey in the first half of 20xx, so as to improve the charging rate in 20xx.

2, continue to standardize the work process, earnestly implement the responsibilities of each position.

3. Implement the basic code of conduct for employees' hospitality, and improve the quality and service level of employees.

4. According to the company's requirements, in the second half of 20xx, all employees in the customer service department will be trained in professional quality and professional knowledge, and the assessment will be conducted in a timely manner.

5. Continue to implement the current property fee collection mechanism, and constantly improve it in practical work.

6. Complete the maintenance of XX balcony.