Personal concise year-end summary of customer service of property company

Personal Concise Year-end Summary of Customer Service of Property Company (select 5 articles)

How time flies! One year's work has reached the end of the year. Looking back on this year's work, I believe everyone has made great achievements. Let's sum up the past year and look forward to the next year full of expectations. Presumably, many people are worried about how to write a year-end summary. The following is a concise personal year-end summary of the customer service of the property management company (selected 5 articles), which is for reference only and I hope it will help you.

Personal concise year-end summary of customer service in property management company 1 Time flies, and I have been working in the property management company for a year unconsciously. 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.

In retrospect, it seems that it happened when I just applied for the customer service position of the property management company, but now I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and my understanding of customer service has changed from unfamiliar to familiar.

Many people don't understand customer service, and feel simple, monotonous or even boring. They just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become 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. Handle the customer's collection and installation procedures and certificates, and file the merchant's information, files and keys. It is necessary to distinguish between the AD area on the first floor, the AD area on the second floor and the ABCD area on the third floor, which belong to the government and some belong to private owners.

2, familiar with all aspects of information, including the owner, decoration units, construction units and other information, at the same time make records, notify the relevant departments and personnel for processing, and track this process, after the completion of a return visit.

3. Making, sending and filing letters and documents. At present, you should be familiar with how to use the single letter, channel rectification notice, warm tips, article release instructions, small construction orders, large decoration materials, maintenance orders, etc. issued by xx Company and xx and Mao Zhiba.

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. For those who are new to property management and have little experience, they will inevitably encounter various obstacles and difficulties in their work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place. 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 always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette such as reception etiquette and telephone etiquette.

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 wool trade center, I deeply realize that the details can't be ignored or sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Details bring benefits and details bring success.

I have developed my talents in my work and study. When I try to finish every job, I get my support and affirmation. I remember that during the xx meeting, in order to do a good job, our customer service department, engineering department and security department all worked overtime in these four or five days to do their jobs well. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for their work. As for the computer diagram of the ABCD area on the first and second floors of xx Center, I will take it seriously and try my best to do all the work better one by one.

In the new year, I will try to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects:

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception process and etiquette.

2. Strengthen the ability of document production and expand various work skills, such as learning the operation of some new computer software and how to answer customers' questions.

3. 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.

4. 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.

I am very happy to come to the big family of the company. The cultural concept and working atmosphere of the property management company unconsciously infected and promoted me. Let me study at work, grow in my study, and determine the direction of my efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Personal Concise Year-end Summary of Customer Service of Property Company 2 xx can be said to be a year of growth and development of xx property, and we are constantly improving and perfecting various management mechanisms. Among them, the work of the property customer service department has been concerned and supported by the company leaders, and at the same time, it has also received great assistance from various brother departments. After a year's efforts by all the customer service staff, various work systems have been continuously improved and implemented. The concept of "service first, doing things with heart" is engraved in the hearts of every customer service staff. The new year has arrived. Looking back on the customer service work in the past year, there are gains and losses. The annual work is summarized as follows:

Six of the eight employees in the customer service department have worked for less than half a year this year, which is also the fresh blood of the enterprise. After joining the department, they will master the workflow of the department in the shortest time and adapt to the post work as quickly as possible. Customer service staff will study their job knowledge carefully and answer the questions of the owner in time. In the year, it received more than 10,000 calls 1 10,000, and the customer service staff visited more than 200 households and delivered more than 20 notices. By the end of February, among the 65,438 families in xx, 8,483 families had obtained housing and 6,976 families had been renovated. Now there are more than 3500 households living in the community.

Collection of property fees this year; At present, the collection date of property fees in 1, 2 and 3 phases is divided into four stages, which makes it more difficult to collect property fees. Since August, the customer service department has telephoned the owners who are in arrears with the property fees, asking them to pay the property fees by remittance and counter settlement.

For the owners who are now living in the community and maliciously default on property fees, we will remind them to stop all services within a time limit and urge them to pay property fees. In the process of urging the payment of property fees, although our customer service staff were attacked by the owner's incomprehension and language, they could explain to the owner with a service-oriented working attitude. By the end of 65438+February, 6,247 owners had paid property fees, accounting for 75% of the total. This achievement is inseparable from the efforts of each of our customer service staff.

In order to ensure that the owners of the community can take the shuttle bus normally and prevent people outside the community from taking it, which wastes community resources. The customer service department standardized the issuance of bus cards for car owners, strictly checked the information of car owners when issuing cards, and limited each household to issue one card, checked the identity of car owners for recharging the car cards, and registered the loss report for replacement, thus controlling the outflow of bus cards.

In xx years, the main maintenance projects reflected by the owner were common problems such as water seepage from the external wall, water seeping into the unfurnished house from the bay window, water leakage from the toilet sewer pipe, door locking windows, corridor lighting, elevator shutdown and so on. The customer service department has reflected the above problems in time, sent staff to solve them in time and paid a return visit.

Although the overall work of this department has achieved good results, there are still some problems. In order to further do a good job in next year's work, the problems existing in this department are summarized as follows: the professional quality and service level of employees are low, mainly manifested in immature skills and methods to deal with problems, lack of experience in dealing with emergencies, and low professional quality in service. Problems are not handled in time and properly, and there is a lack of departmental coordination, follow-up and reporting in complaint handling, owner's opinions and suggestions, owner's help, etc.

Work plan and key points for xx years: The key work of our department in xx years is to further raise the level of property fees by 65,438+0 to 5 percentage points on the basis of xx years. Department management is basically institutionalized, staff's sense of responsibility and service level are obviously improved, and various services are carried out in an orderly manner. Improve the satisfaction rate of owners, strengthen the training work of departments, ensure the improvement of customer service business level, closely cooperate with the work of various departments, and properly handle the disputes and suggestions of owners in time.

At the same time, I hope I can have the opportunity to study in a more mature community, master a better sense of service and improve my professional level. The new year has arrived. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, take "no complaints from the owners, no regrets in service, no blind spots in management and no hidden dangers in the project" as the working goal, and the customer service department will face the new year with a fuller mental outlook and jointly write a brand-new and brilliant page for xx Property Management Company.

Personal concise year-end summary of customer service of property company flies three times. In a blink of an eye, the work of 20xx is coming to an end. Looking back on the work of the past year, I am deeply touched. Since joining the xxx project, with the guidance of the leaders of the service center and the support of various departments, the expected work objectives and various work plans have been basically completed. Since the delivery of the project, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners and properly handled disputes related to the owners around the previous xxx property service work. The work of the department has been significantly improved, and the enthusiasm of employees has also been greatly improved.

Unconsciously engaged in customer service for nearly four years, I feel that every year is like a post station, where I can calm down and sort out my tired mood, burn a beautiful hope and recuperate for the coming year. No matter how ordinary the customer service work is, we can always accept all kinds of challenges, constantly look for the meaning and value of the work, and constantly tell ourselves: do something worth doing, go our own way and let others say it.

In June of 20xx, I was officially promoted to the head of customer service department of xxx. For the property customer service staff, there is only one word that I feel most deeply in the whole process: annoyance. I am a front-line worker, so I know this feeling very well. As an old employee of the company, I have been constantly exploring when I took over as the customer service supervisor, hoping to resolve and melt the contradiction between the owner and the property to the maximum extent.

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, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work. Before each new employee takes up his post, I will tell them that an excellent customer service staff is not enough with skilled business knowledge and superb service skills. We should constantly improve our psychological quality and learn to do boring and monotonous work vividly as a kind of enjoyment. Be honest with the owner, sincerely provide practical and effective suggestions and help to the owner, listen carefully to the owner's problems, carefully analyze and guide them, put out the owner's emotional anger, and prevent the owner from complaining more because of the service attitude.

The work of this department this year is as follows:

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

Since joining xxx customer service department, I 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, procrastination and so on. 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 targeted training for many times, and regularly comment on employees' work, which effectively inspires 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) 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 service center, 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 made great efforts to strengthen staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the 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 the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business.

(III) Successfully completed the delivery of the first phase of xxx, which laid a solid foundation for the overall work of the customer service department. 20xx 10 year 10 mid-October, the first phase of xxx was officially delivered, and our department was mainly responsible for the distribution of materials for the first phase of occupancy, signing contracts and handling disputes between owners.

(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.

The important function of customer service department is to contact the service center of external work such as the owner, and provide services to the owner in time through feedback information, which is handled cumulatively this year (this content is added by itself).

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.

(1) The staff's professional level and service quality are low.

Through the work and practice of the department for half a year, the service level of customer service staff is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high.

(B) Department management system, process is not sound enough

In the past six months, the department focused on the preparation of xxx delivery, so it ignored the institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent.

(3) The coordination and handling of problems is not timely and proper.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. Failing to follow up and report the problem in time after receiving it, and the way to deal with the problem is inappropriate.

Three. Key points of the work plan

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 96%;

(two) to strengthen the level of property service charges, to ensure that the end of the year reached more than 95%;

(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 20xx, our work is full of hardships and setbacks, but we have gained growth and achievements. Looking forward to 20xx, we are facing opportunities and challenges. To this end, all employees of the customer service department will continue to unite in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.

Personal Concise Year-end Summary of Customer Service of Property Company; 4 xxx residential development and construction unit is one, and property is another. It seems that property companies get projects by opening up the market, but the management cost of such projects is relatively high, and there are many things that need to be coordinated with developers. Developers and builders are like a family, so it is difficult to guarantee the quality of the project here. If developers are powerful real estate enterprises, this problem can be avoided. Considering the possibility of developing the Inner Mongolia market, it is indeed possible to evaluate the profit, but the premise is good management. I hope our team can finish this task well.

Realistically speaking, the ability of the manager in charge of the property management office is really not comparable to that of Hohhot, and it is also very independent! However, the corporate culture is weak and the service awareness of grassroots employees is not strong! Every enterprise has its own best place. For example, Renhe Property is also an excellent property enterprise in Inner Mongolia, with perfect management system and high service quality. However, the management supervision of the management office is too strict, and it is difficult for the following project managers to cultivate the quality of professional managers. It has a negative effect on the expansion of enterprises in the future. For people from our class, we must learn the essence of each enterprise. Although what we have learned may not be used after work, you will definitely become a better professional manager when you reach a certain height.

Personal Concise Year-end Summary of Customer Service of Property Company 5 After Xiyuan Property was formally established on June 1 20xx, he took over the work of customer service foreman of Xiyuan Property Customer Service Department, and was responsible for managing the customer service group, cleaning group and maintenance group. It lasted for 7 months, from groping to familiarity, learning by doing. In every step of my progress, I have been warmly helped by company leaders and colleagues, and I have also been supported and recognized by most residents.

In these seven months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties and served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist, and keep a log of handover work.

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

4. Monthly statistics of home phone calls and visits. 2385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 26 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. 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, housing management is 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.

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