Work plan of property customer service supervisor

The first chapter is to clarify the guiding ideology.

With the aim of improving service quality and customer satisfaction as the standard.

As the name implies, as a customer service department, everything we do is to meet the needs of customers, which means that all our work should be customer-centric. The competition of modern enterprises has changed from product competition to service competition, with more stable customers and more development potential in the market. Therefore, it is necessary to establish a sense of customer service, so as to drive all employees, make our service more professional, effective, targeted and responsible, and fully reflect the service awareness of the call center.

Second, make work plan objectives.

Looking at the work of customer service department under the guidance of customer service awareness, we can divide our main work objectives into two stages: short-term goals and long-term goals.

The first is the short-term goal:

Consolidate and maintain existing customer relationships.

Two. Discover new customers (potential customers, potential needs).

Goal one can be achieved in the following ways:

1. Communicate with old customers by phone and letter, collect customer feedback information, and know the latest tourism trends of customers.

2. Select customer groups regularly, and conduct targeted home visits and promotions.

Goal two can be achieved in the following ways:

1. When accepting the telephone consultation of customers, record the basic information and consultation contents of customers, list them as our potential customers, and develop them into existing customers in due course.

2. When receiving visiting customers, record their basic information and travel trends in detail, and provide new customers.

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First, standardize behavior and enhance image.

1. An employee of the management office is applying for a position.

2. According to the reception requirements of the customer service center, show courtesy, smile and take the initiative to greet the owners and visitors.

3. Analyze the requirements put forward by the owners and visitors in order to provide better service.

4. Timely and effectively handle and pay a return visit to the owner's repair service and complaints, and make records carefully.

Second, standardize services.

1. Write all the work logs carefully, and make clear the documents and records.

2. Establish a maintenance checklist, and record the shift work of various forms.

3. The customer service team holds a weekly meeting every Monday morning to summarize, comment and summarize the tasks completed in the previous stage on the basis of the employee's report, and at the same time arrange new tasks, publicize the provisions of the regular meeting of the center, put forward clear requirements, and report to the supervisor and ask for instructions in time.

4. Establish and improve the file management system, classify and archive all kinds of documents collected, and have a retrieval catalogue. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, the housing management is thorough and meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, strictly follow the house decoration regulations, urge the householder to decorate according to the regulations, implement ab card management for decoration application and decoration personnel, and put an end to violations.

2. The decoration owners in the residential area have leakage of houses, and the management office has taken several ways to help residents solve the problem. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities.

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the responsibility system for the area, set the work content by personnel and posts, and regularly check the system every week, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work.

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, publicity and cultural work

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable or unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management. Regular natural gas recharge service twice a month, providing half-year service for 55 owners. During this period, there was no mistake in money, cards and tickets, which established a good reputation among residents. Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, so I was well received by the residents, helping the owners to contact domestic services such as hourly workers, household appliances, unlocking and other paid services. Provide an entertainment environment for owners to play the piano and sing songs, and close the relationship with residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "Spring Festival Song and Dance Evening".

Nine, the main experience and harvest

After working for two months, I have completed some work and achieved certain results. To sum up, I have the following experiences and gains.

(1) Only by putting yourself in a correct position and trying to get familiar with the basic business can we adapt to the new job as soon as possible;

(2) Only by actively integrating into the collective and handling all aspects of the relationship can we maintain it in the new environment.

Maintain a good working condition;

(3) Only by adhering to the principle of implementing the system and careful management can we perform the duties of the regional manager;

(4) Only by establishing service consciousness and strengthening communication and coordination can we do our job well.

X. Existing shortcomings

Due to less work practice and lack of relevant work experience, our work has the following shortcomings.

(1) I don't know enough about the contents of the agreement on property management service fees, especially some previous charges.

XI。 What's the next step

In view of the shortcomings in the work, in order to do a good job in the new year, the following aspects should be highlighted.

(1) Actively communicate and coordinate with relevant leaders of maternity protection and customs to further straighten out the relationship;

(2) Strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency;

(3) Manage the cost of consumables and save the company's cost;

(4) Do everything possible to train employees' etiquette and operational knowledge, and strive to become a cleaning team with high comprehensive quality;

(5) Do a good job in cleaning logistics in the area under its jurisdiction.

Tisso

In a blink of an eye, the annual work of 20XX is coming to an end. Since joining the Poly Amethyst Mountain Project, under the guidance of the project leaders and with the support and cooperation of various departments, the expected work objectives and various work plans have been basically completed. Since the project was opened to the outside world in June, our department, in cooperation with the marketing department, has successively carried out a series of activities, such as "Yuanmingyuan National Treasure Exhibition", "Colorful National Day Carnival", "Joining China and Meeting Yang li Ping", which have won unanimous praise and recognition from the outside world and prospective owners.

Although the overall work of the Ministry can be carried out in an orderly manner and some achievements have been made, there are still some shortcomings:

1, the service level of customer service staff needs to be strengthened, and the service awareness is not very high.

2, the sense of responsibility is not strong, and the work enthusiasm is not very high.

3. The coordination and handling of problems are not timely and proper.

4. The skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professionalism in service is not very high.

5. The coordination and contact with various departments are not very close.

As the company enters the new year, the overall work goal of the management office has changed from laying a good foundation to perfecting the system and developing in depth. At the same time, in view of the shortcomings in this year's work, we must further improve our work, raise the awareness of forward-looking service and timely reporting, improve file management, and make customer service work deeper and more detailed. Our department should strictly follow the company's rules and regulations, encourage employees to improve their work enthusiasm, actively cooperate and coordinate the work of various departments, and give full play to our role in the management office.

First, deepen the implementation of internal construction of customer service department and exchange of ideas.

1, pay close attention to the internal construction of the team.

The team is like a machine, and each customer service employee is like a screw on this machine. When this machine is running, no problem can occur in any link, so internal construction becomes the key.

How to strengthen internal construction?

A, clear * * * goals, the company's development policy, development goals, development plan to tell every customer service, so that every customer service work is full of enthusiasm and motivation. At the same time, the salary increase plan and position of customer service will

The promotion plan is clear, so that every customer service feels that he has made a difference and has a bright future.

Second, formulate rules and regulations, improve various disciplinary provisions and reward and punishment systems, stop violations of rules and regulations in time, and give certain punishment measures according to the actual situation according to the reward and punishment system to avoid the breeding and spread of bad atmosphere and illegal acts.

Third, keep regular communication. After work, the person in charge of customer service department should keep regular communication with every customer service, communicate more, be good at listening to their voices, care more about them and help them in time so that they can devote themselves to their work. At work, customer service staff will make mistakes of one kind or another, which requires some criticism. On the one hand, it is conducive to the development of the work, on the other hand, it also makes them realize the seriousness of their mistakes, so as to obtain positive benefits.

2. Strengthen the exchange of ideas within the department.

Due to the needs of property management in the early stage of the management office, the work mobility of customer service staff is relatively large, and the daily work content is different, and there will be more or less doubts and gains in daily work. Therefore, an ideological exchange meeting is held once a week, and through the exchange of ideas between customer service personnel, the purpose of touching thoughts, raising awareness, helping each other, strengthening unity and improving together can be achieved.

Second, strengthen training and improve service level.

1, do a good job in etiquette training and standardize gfd.

Customer service department is not only the brain of the whole management office, but also the department directly facing customers. Whether the gfd of customer service staff is appropriate and the etiquette is standardized becomes the first impression of customers when evaluating the property quality. Some customers can still pay attention to their gfd and etiquette at the beginning of their work, but after working for a period of time, they will ignore or despise the importance of gfd and etiquette. Therefore, it is necessary to strengthen the training of gfd and etiquette for customer service personnel, make a weekly training plan, and improve the attention of customer service personnel.

2, do a good job in professional knowledge training, improve professional skills.

Most of the customer service staff have no working experience in property management and don't know much about the property industry itself. Therefore, they need to be trained in professional knowledge, including property management laws and regulations, current Nanjing Property Management Regulations, Ministry of Construction 195 order, etc., so as to lay a good foundation for the later management, so as to be well-founded and work according to laws.

3, strengthen the training of each type of work workflow and job responsibilities.

Job responsibilities and workflow are the basic systems for implementing standardized management, so it is very important to strengthen the training of job responsibilities and workflow. With the opening of the remaining three villa model houses and the increase of new personnel, the old employees have made more or less work mistakes in the past six months. Next year, our department will further improve the existing work flow chart and job responsibility specification, sum up work experience and problems in work, and draw up a systematic, standardized, standardized and targeted training plan, so that job responsibilities and work processes will be deeply rooted in the hearts of the people.