How to write the work plan of property customer service in 2023

1. How to write the work plan of property customer service 2023?

I. Work requirements for this month: 1. Carefully write all the work logs and make clear the documents and records.

2. Establish a daily cleaning and maintenance checklist and implement the xx work record book.

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. Xx calls were answered, including xx suggestions from residents, xx complaints from residents, xx public maintenance, xx on-site maintenance and other services, which were well received.

5. handle xx community id access card, xx car card and xx non-motor vehicle.

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.

Second, housing management is meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the on-site maintenance service volume is as high as xx, and the public * * * area has a large service volume and few technicians, which requires technicians to be comprehensive in technology, and also undertakes night maintenance 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.

The master "violated the rules" again and again to cooperate with the owner to buy materials (we generally require the owner to prepare materials by himself), riding 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.

Third, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Four, the daily maintenance of facilities to establish a maintenance inspection system.

Maintain the daily facilities and equipment in the public * * * area, 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 inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and timely report the problems of xx drying in public areas of residential areas to the school for preparation.

Five, 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 zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Six, greening work.

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists 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.

Seven, propaganda and cultural work of unity and cooperation, * * * with progress.

Carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the work of the property and the service concept of 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.

2. How to write the property customer service work plan 2023?

I. Delivery Work 1. Be prepared to accept the third phase of the project, increase the talent pool, control the quality during the initial inspection and reinspection, and avoid major maintenance and rectification after the key is handed over to the property. After receiving the three-phase keys, check the standardized management one by one and seal them in a unified way.

2, do a good job in the first, second and third phase of housing delivery data statistics, owner information and housing acceptance certificate management, and there are people who are responsible for it.

3. Make the work arrangement at the delivery site and check before delivery, and cooperate with sales to borrow keys.

Second, the daily work

1, do a good job in the daily reception of the owner's calls, and do a good job in the detailed registration and data statistics of the problems, and do a good job in the front desk verification and the owner's return visit.

2. When handing over the house, do a good job of signing the contract and issuing the keys on site, so as to be fair and meticulous.

Third, the construction of property management team.

As the employees of the customer service department have basically never been engaged in property management before, there is definitely room for development at their current professional level. While coordinating with the company to adjust the organizational structure, we will further strengthen the construction of property management team, refine the division of posts, strengthen performance appraisal and improve the professional quality of every employee. Next year, we plan to strengthen the organization of all kinds of training activities, carry out property service building competitions from time to time, and temper a team of employees who are willing to fight, fight and fight.

Fourth, improve the service level.

Because the property management company has just been established for less than two years, and the various environments in the community are more complicated, there is nothing to learn from, so there are inevitably shortcomings in the work. In the next step, we will deeply understand the connotation of property management, strengthen and deepen the special work of customer service level and service quality, strive to improve the owner's satisfaction, further improve the service level, strive to improve the owner's satisfaction, and serve the owner wholeheartedly, so that the property management level of xx Property Company will reach a new level.

Five, do a good job in the collection of the first phase of property management fees.

Do a good job in the publicity of property fees and the explanation of owners. Let the owners realize that the property management fee is the economic basis for the survival of a property. It is the owner's right to enjoy property services, and it is the owner's obligation to pay property management fees. In order to ensure the smooth development of the next property management work and the smooth collection of the property management fee for the first phase of the future owners, do a good job in paving the way.

Departmental coordination of intransitive verbs

In the next year, the customer service department will fully assist all departments of the property management company, maintain close relations with all departments, and timely, effectively and properly handle the disputes, opinions and suggestions of the owners.

Seven, key management

3. How to write the property customer service work plan 2023?

1. Re-formulate and refine the responsibilities of this department, integrate customer service, cleaning, greening, logistics and other systems into the management system of customer service department, improve the work flow of each group, and make sure that there is a system, implementation, inspection and improvement, and form relevant records; The second is to implement the on-site office system of regional housekeeper to facilitate the quick acceptance of convenient business such as consultation and maintenance of the owner. No matter major problems, customers should be on call, and the customer service hotline should be on standby 24 hours a day; Carry out regular or irregular inspections of residential quarters in an all-round way, and formulate detailed inspection systems, repair procedures, and follow-up requirements for inspection completion, so as to find problems, deal with them in time, and follow up the whole process; Within two years, build a regional gold medal property manager;

Third, customer service, complaint handling and resolution are important parts of our daily work. In order to better grasp customer information, understand customer satisfaction with our work and improve work efficiency, our department will use a special person to answer the phone, and the timely rate of handling all kinds of service complaints and service requests is 98%, and the service request rate is not higher than 5%; One-on-one visits or telephone calls to ask customers about their service attitude, solution time and handling situation after receiving the newspaper;

Fourth, set up a file management counter, put the customer's information and all kinds of inspection and patrol information within the department in a unified filing cabinet, which is convenient to find, and have a special person responsible for filing and borrowing.

Five, the implementation of monthly, quarterly and annual public facilities and equipment maintenance and warehouse management, so that facilities and equipment are maintained, inspected and recorded, and the warehouse is clean, clear and accurate;

6. Strengthen the detailed management of cleaning and greening work, focus on the detailed treatment of cleaning and greening operation problems, implement the assessment mechanism, and conduct regular inspections on the areas cleaned and trimmed by cleaning and greening personnel every day. From team leader to supervisor, from supervisor to regional housekeeper, it is divided into three levels of inspection and spot check, and at the same time, more accurate time nodes are set for cleaning and greening personnel every day to finish the work on time; Personnel management should be humanized, increase employees' spare time and constantly improve their enthusiasm.

4. How to write the work plan of property customer service in 2023?

I. Supervision of Property Customer Service As a property customer service supervisor, my duty is to make our customer service better serve all customers. The work that belongs to our customer service includes customer complaints and feedback, and some important notices contact customers and owners in time. In order to do a good job of supervision, a departmental meeting is held every other week to understand the work situation of each employee, and at the same time, all feedback information is counted and reported to the superior in time, and the reasons are summarized, so that each employee can analyze the reasons and find out the problems and solutions. When the company assigned some tasks, I supervised the work of each customer service. In order to do a good job as soon as possible, I arranged five people to take charge of a community and send the news to customers as soon as possible. If the customer has feedback, record it in time and mark the contact number to facilitate the solution of the problem.

At work, make appropriate arrangements according to the work situation for the customer service who has not completed the work. If you fail to complete the task many times and are lazy and slippery, you will find that your performance has been deducted more than twice and that you have been notified by the department three times. If you don't change it three times in a row, you will be kicked out of the department directly. For employees who are proactive, efficient in completing their work and have good feedback from customers, reward them and report to the manager in time, so that talented people can get more room for development.

Second, improve training.

In the past, there was little job training, many jobs lacked motivation, and employees made many mistakes. As a supervisor, this has a lot to do with me. Employees are not competent enough. I need to improve their ability in time. I used to train once every six months, but there was little training in the past and there was no obvious change. I listened to the manager's suggestion and decided that at every weekly meeting, besides the work report, I should also do a good job in training and put all the problems that need attention in the past and present work at the meeting. At the same time, when I encounter some typical problems, I will also take notes as the key training in the meeting, so that employees can gain something in their work and improve themselves. Only in this way can we finish the task.

Third, implement experience sharing.

5. How to write the work plan of property customer service in 2023?

1. The working hours of customer service department are 7: 00-14: 0014: 00-21:00. When the number of residents in the community increases to a certain extent, after the engineering department starts to be on duty 24 hours a day, the customer service department will simultaneously implement the 24-hour working system; 2. In combination with the actual situation, cooperate with the engineering department to formulate paid and unpaid service items and charging standards, and notify each owner;

3. Continue to make home visits, but don't concentrate on a certain period of time to reduce the boredom of customers being disturbed. Customer service personnel visit no less than 4 households every month, and enrich and improve customer information during the return visit;

4. The renewal speed of residents in the community is accelerated. The customer service department conducted a survey on property management satisfaction in May and June 165438+ 10 to strengthen the impression of the management office among residents.

5. Look for all professional companies that can provide professional services and cooperate with our office to provide more comprehensive and professional services for residents in the community, such as cleaning, housekeeping/nanny, pet care, etc.

6. Carry out community cultural activities, such as some important Chinese and Western festivals, spring and winter sports meetings, etc. Publicize the management plan and charging standard of the activity center of Nanhui, implement the management personnel and open the activity center as soon as possible;

7. Customer service personnel standardize services, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning related professional books.

8. Implement housing, find customers, and strive to develop tenants belonging to the company;

9. Instead of concentrating the urging work in a period of time, we should integrate the urging work into our daily work.