People-oriented concept in property management

This is my previous internship experience in a property company, and I hope I can give you some help.

Customer service center (hereinafter referred to as customer service center) is an important platform for owners to communicate with property management companies. According to the terms of service commitment, the owner can coordinate and solve all kinds of related problems from house collection, decoration, check-in procedures to customer service center. The customer service center is mainly responsible for handling all kinds of procedures in property management, such as handling the owner's vehicle pass, the owner's shopping handover procedures, and the renovation procedures of residential houses. At the same time, it is also responsible for collecting the property management fee of each owner of the community, and maintaining information exchange and business communication with other departments of the company at any time to ensure that the company's operation team can complete the task with high quality and efficiency.

During my internship in the customer service center, my first internship was as a building number administrator, who was responsible for inquiring about the daily decoration of the decoration households who had signed the decoration agreement and making relevant records in detail. The most common problem encountered in the inquiry process is the water leakage in the bathroom and kitchen during the renovation of the owner. At this time, it is necessary to report the situation to the engineering department in time. After the engineering department arrives at the site for investigation, it will make corresponding treatment according to the actual situation. Sometimes, some owners will leave the load-bearing wall of the building structure without authorization for reasons such as beauty and stealing area, regardless of the decoration tips of property management. In addition to stopping this from happening in time, the manager should patiently explain to the owners that "the owner of the house has the right to decorate his own house, but the decoration cannot infringe the interests of other owners, or even destroy the structure of the house, affecting the safety and normal use of the house." The owner shall not go beyond the scope of decoration approval and carry out construction without authorization. "To do this job, we should not only have some basic knowledge of property management, but also have some professional knowledge of architecture. Among them, patience and courtesy are particularly important in the process of negotiation with the owners.

My second internship is as a receptionist. Mainly responsible for handling vehicle passes, handover procedures and owner's house decoration procedures, and issuing property maintenance task sheets (engineering work orders) and release sheets. For example, when handling the check-in formalities for the owner, first check the owner's valid identity documents and relevant legal purchase information. , and the owner shall fill in the registration form and accompany the owner to see the house on site. After the owner passes the house inspection, he will return to the customer service center to handle the property management fee, relevant expenses and relevant materials, deliver the key to the owner, and sign a house delivery contract (if the house inspection is unqualified, the owner will be asked to inspect the house after rectification). In addition to the professional knowledge of real estate, the receptionist should also have rich work experience, especially the way of communicating with the owners, service attitude, tone of voice, work skills and service efficiency, which are all necessary conditions for doing this job well. In short, it is the service tenet of property management enterprises to establish the service concept of "the owner is supreme and serve the owner wholeheartedly", so that the owner can recognize and satisfy the owner.

In addition, the property management company also has finance department, engineering department, security department, cleaning department, administration department and other departments. In fact, I think you can write this paper from the aspect of humanized service for the owners, and you can also find some cases on the website to analyze the concept of humanized management.