How to do a good job in property customer service?

First of all, be familiar with laws and regulations. We should be familiar with the Property Law, Property Management Regulations, Interior Decoration Management Measures, Civil Law and other laws and regulations closely related to the daily work of property management services, and manage them according to the law, instead of integrating service and exemption perfectly like guerrillas, and embodying a modern and standardized management team.

Secondly, we should be open-minded, strict with ourselves, regardless of personal gains and losses. The nature of the property management industry determines that we often have to work overtime, and we often have no weekends and holidays. Everything should be open-minded, regardless of these gains and losses, the company is the master. Personal work is not only related to the interests of the company, but also directly related to their own interests. You can and should do more things inside and outside the work, and work more hours. In addition to these, we must be strict with ourselves, not doing things we shouldn't do, doing things we should do, and going to work on time.

Third, we should have good communication skills. Property management customer service work, dealing with all kinds of people, owners at all levels, industries, suppliers, developers, construction units, government functional departments and so on. Everyone needs to contact and coordinate with internal departments, so customer service personnel are required to master all kinds of knowledge and skills. In addition to professional knowledge, we should accumulate more social experience, master more personal skills and learn more about other industries. In daily work, we can have different topics for different objects, which has a great relationship with the development of property management. Property management customer service is an art of language, and most of the work needs to be solved through communication, so it largely depends on the language expression ability and improvisation ability of the parties when dealing with problems.

Fourth, we should have a good service consciousness and attitude, keep our word, pay attention to integrity and do our duty. As a customer service staff, a good service attitude is a must. Treat the host with your sincerity, patience and sincerity, and treat the host with a calm and gentle tone. You must be loyal to the present, never go against it, and never forget it. Because every word and deed represents the management service center.

Fifth, provide value-added services, close to the hearts of owners. In daily property management activities, in addition to maintaining environmental sanitation and safety management in public areas, courtyards, roads and other related areas according to the agreement of property management services, there are many services that belong to the category of value-added services. To handle these value-added services well, my opinion is: 1, the charge should be reasonable, not too much higher than the market price, subject to the provisions of the price bureau; 2. The quotation before service can be started only after the owner has passed the acceptance; 3, the response should be quick, the owner quotes, and the management service center personnel should follow up quickly to make the owner feel efficient and fast; 4. There should be follow-up and return visit after treatment, and the real end is after the return visit, not after the payment is completed.

Sixth, change the management mentality into the service mentality. This is an old problem in the industry, but the quality of handling this problem by property management personnel directly affects their daily work. Managing the property and serving people is the definition of the industry. Personally, I think that since the service is for the owners and the property is the owner's property, the property management company should not only serve the owners, but also serve the owners' property, eliminate the concept of management and regard itself as a waiter. The relationship between property management, customer service staff and owners should not be the relationship between managers and the managed, but the relationship between the server and the served. Customer service personnel can only do their daily work well if they correctly understand the difference between the two. If customer service personnel always pretend to be managers, it will not only be difficult to solve the problem, but also bring many negative effects to the company with the attitude and tone of managers and owners. Changing the mentality requires the customer service staff to face and solve all kinds of problems in the process of face-to-face communication with the owner, and encounter some unpredictable situations, such as the owner's accusation, spite and even scolding. What kind of mentality should be used to face and solve the problems? My experience is that under such circumstances, a calm heart, a fair stand, a smiling face and the principle of multi-angle thinking can often play a role in reconciling and resolving contradictions.