How to write a summary of property customer service work?

How to Write 5 Summaries of Property Customer Service Work

I gradually grow and mature in my work and study. First of all, we should learn to understand the corporate culture of the company, regard dedication as a habit, regard loyalty as a belief, be honest with the enterprise and be loyal to the leaders. The following is how to write a summary of the property customer service work I compiled for you, hoping to help you!

How to write a summary of property customer service work? Selected articles 1 My name is _ _, and I started my job on _ _ _ _ _ _ _ _ _ _ _ _ _ _ _. Now working in _ _ project department. In recent months, with the help of leaders and colleagues in the project department, I have learned fine professional property knowledge that small companies can't touch. The following is a summary of the probation period:

First of all, I sincerely thank the leaders and colleagues for their help, so that I can integrate into the new environment as soon as possible and make my work have a new starting point.

Secondly: through this period of work, I deeply understand that a big company is a major. There are too many things to learn and adapt to during this period, and professional knowledge, corporate culture, personnel relations and even the original way of doing things must be restarted. At present, because our customer service manager is on maternity leave, my specific work has not been assigned. I have been assisting other property managers for several months, such as the front desk, dunning fees and other things I can do. Generally speaking, the more you participate, the more you feel that your property specialization is insufficient, and the more you need to work hard in the future. As a newcomer, I am trying to learn the strengths of our excellent team. Each of them has different advantages, and I am proud to be in this group. During this period, I can't say that I have made any special achievements since I entered the company. But I think I work hard and have no lazy behavior that violates discipline. Although I'm a newcomer, I'm trying to keep up with my colleagues. Although my progress is slow, I am making progress.

In retrospect, the company gave me such a good opportunity. If I stay in _ _, I will definitely work harder to improve my business and other work-related knowledge. Within the scope of the present post, I am fully proficient in the charging system, and have a good grasp of the composition, basic situation, contact information and payment method of the owners in the community in a short time. On the premise of knowing too little about my own property laws and regulations, I will seriously accept the company's training and read more books on property laws and regulations.

As for the future prospect, we should do our best in the requirements and training of the company. Becoming an excellent property manager is my ultimate goal.

Finally, thank you for giving me the opportunity to join _ _ and serve _ _. Let me get in touch with the influence of excellent corporate culture and get a promotion from business to specialty in such a good enterprise. The most important thing is to find the direction of your future efforts.

The first half of 20 _ _ year is the beginning of the official collection of property management fees and pool fees in various property communities, during which major events such as the China Lunar New Year and the replacement of company leaders were experienced. Customer service in the first half of 20 _ _ mainly includes the following points:

First, the arrangement of return visit information

After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.

Second, supervision and improvement.

Supervise customer service personnel to input and count various documents to improve work performance. With regard to the improvement of decoration technology, compared with the numerous decoration events in _ _ _ _ _ _ _ _ _

Third, the handling of complaints and return visits

From _ _ _ _ to _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments, responsible for following up whether the owners' complaints have been handled, avoiding the owners' complaints again and avoiding the expansion of the problem, which has played a certain role in improving the satisfaction of the owners. There are 254 rectification sheets, and _ _ sheets have been processed, including _ _ sheets in the first half of _ _, with a return visit rate of _ _%.

Fourth, the late sporadic delivery, decoration work in an orderly way.

As of _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _.

Five, the property fee work gradually on the right track, the cost indicators completed on schedule.

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _. _ _ _ _ is the owner who has not taken over the building, and _ _ _ cannot deduct money because the bank card provided has expired. The charging rate has reached _ _%. The swimming pool fee was also collected as scheduled, and some owners did not pay the public utilities in advance, except the local owners, which were basically recovered. Many households have gone through the formalities of bank collection, and the financial department must go to the bank to handle the relevant deduction procedures. The collection rate of cleaning freight for decoration garbage is _ _%.

Sixth, customer satisfaction.

In order to improve the overall satisfaction of the owners and create a good community atmosphere, we arranged the lobby of each building in the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In _ _ _, we organized the Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In _ _ _ months, we conducted a survey on the satisfaction of owners in residential quarters, sorted out various opinions and suggestions of small owners, and answered them one by one. We are deeply grateful for the favorable comments given by the owners. We will continue to work hard in this regard. We are also deeply grateful to the owners for their criticism, because with their opinions and suggestions, we can better improve and improve. In _ _ _ _, we also launched Customer Care Month to provide voluntary services for the maintenance, cleaning or moving furniture of small appliances in owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. On Father's Day, in order to let our owners have more understanding and communication, we organized community owners to climb the Phoenix Mountain on Father's Day. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.

Seven, there are shortcomings

1. Some employees lack professional knowledge and skills.

2. Some processes are too repetitive and complicated.

3. The responsibilities of various departments are chaotic.

Eight, _ _ work direction in the second half of the year.

1. Develop and strengthen various community cultural activities.

2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical "wind vane" guiding significance to future service work.

3. Strengthen the internal and external training of employees and improve the overall service level.

4. Strive to complete the collection of property fees in the second half of the year, reaching more than _ _%.

Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. But there are some things that our property customer service can't solve, such as: most owners report that _ _ yuan per square meter is too high to accept; If there are too few supporting facilities around.

I became a probationary employee of this property on _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

First, I pay great attention to learning from my old colleagues around me. I pay attention, see, think and learn more at work. I am familiar with the property situation at a faster speed and better integrate into our team.

Second, I am serious and responsible for my work, work hard, cooperate tacitly with my colleagues, study hard at ordinary times, and innovate constantly. I can complete the task well within the specified time, ensure the progress of the property project, and satisfy customers, leaders and myself.

Third, assist leaders to bring new employees. Although I am still a new employee on probation, I actively assist the leaders to take new employees in X-X months and teach _ _ what I know and what I should pay attention to in my work.

In short, after three months' probation, I think I can finish my work actively and skillfully, find problems in my work, actively and comprehensively cooperate with the requirements of the property, and cooperate and coordinate well with my colleagues. In the future work, I will, as always, be kind to others, be kind to my work, strive for perfection, constantly improve my professional level and comprehensive quality, and do my part for the development of the property.

How to write a summary of property customer service? 4 20__ Year-end summary of customer service department of a property company. In a blink of an eye, 20 years have passed in our busy work.

Looking back on the customer service department of property management company for 20 years, it can be said that it is a year of further development and a year of improving the performance of various governance. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff in the past year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. The service concept of "business first" has been deeply imprinted in the hearts of every customer service staff.

Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:

First, deepen the implementation of the company's rules and regulations and customer service system. On the basis of the preliminary improvement of rules and regulations in 20__, the focus of 20__ is to deepen implementation. Therefore, the customer service department has deepened its familiarity and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.

Second, integrate theory with practice, actively carry out the training of customer service personnel, and use the regular meeting time of customer service department every Friday to strengthen the training of these personnel. The training work is carried out according to the practical problems encountered in the work in the past week, so as to combine theory with practice and make every customer service staff more familiar with the "service concept".

Third, the handling of daily maintenance According to the workload statistics of each weekend, "Daily Reception" has reported more than ten maintenance in various forms. According to the different maintenance contents, actively dispatch workers to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

Four. Collection of property fees in _ _ District According to the charging indicators issued by the company at the beginning of the year, we actively carry out the collection of property fees in _ _ District and _ _ District. Finally, with the support of the property manager, secretary and other parts, the charging index issued by the company was completed.

5. The collection of energy fee was completed on schedule. At the same time, complete the new task assigned by the company, that is, the first water meter charge in _ _ _ District.

Lease-inviting work for the bottom-level merchants in intransitive verb _ _ District has worked out a scheme for the bottom-level merchants. In the second half of the year, Gong Jing introduced the project of "supermarkets and pharmacies".

7. Some houses were repossessed within X months, and x # and x # repossessions were completed; At the same time, some buildings (unit X #- 1 2) moved back to the _ _ area have been recovered.

Eight, "Love is the Yushu Earthquake in Qinghai" organized fund-raising activities After learning the news of the Yushu earthquake in Qinghai, the leaders of the property company immediately decided to launch a fund-raising activity in the community to "dedicate a love to the people in the disaster area", which was completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.

Nine. Decoration and layout of parks during festivals; Actively complete the decoration and layout of the park during various festivals. This year, the company strengthened the decoration and layout of the park during Christmas (a festival that attracts young people's attention), and bought a Christmas tree and various decorations in the lobby of the _ _ district.

X. Owners' Symposium On the eve of the Spring Festival, an annual owners' symposium was organized. The invited owners spoke actively at the meeting, fully affirmed the service work of the property management company and put forward pertinent suggestions.

In a word, on the basis of 20__ years' work, we are full of confidence and hope for 20__ years. In the new year, we firmly believe that as long as we work hard, work hard, actively explore and be brave in making progress, we will be able to complete all the work indicators issued by the company with "maximum efforts".

How to write a summary of property customer service work? Twenty years' work is over, at this moment when the old is gone and the new is coming. Summarize the work of the customer service department as follows.

Looking back on the work of 20 years, it has come to an end. It can be said that the collection of property fees has been successfully completed, and the service to the owners has reached a satisfactory standard. However, there are also many shortcomings in the work. During this year, we learned a lot from customer service reception, owner's return visit and coordination of various problems. I also realized my own shortcomings to a great extent. Although a lot of efforts have been made, some achievements have been made. However, the sweat paid is still far from the work effect. So I want to find out the problem through this summary and serious reflection. In the new year, let the work be more standardized and the owners be more satisfied.

In this year, we conscientiously implemented the corporate philosophy of "people-oriented, attentive service, attentive work", serving the owners, doing our job well and being responsible for ourselves. With the strong support of the company's leaders and the solidarity and cooperation of all departments, and with the hard work of the employees of all departments, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to properly handle business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year.

The following is the completion and analysis of important tasks:

I. Daily reception work

Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time.

Second, the information release work

This year, our department issued various written notices to customers about _ _ times. Use SMS to send a total of _ _ notices, ensure that the notices to be sent are timely and detailed, clearly stated, and accurately used, and actively cooperate with the contents of the notices to make relevant explanations.

Third, the owner missed the project complaint handling work.

In 20 years, the return visit rate of our customer service department is _ _%, and the satisfaction rate of engineering maintenance is _ _%.

Fourth, the survey of opinions on domestic service.

While completing their daily work, our staff actively walked into the owners' homes of residential quarters, collecting opinions and suggestions from various customers on the property management process, and constantly improving the service quality and service level of property management in century city residential quarters.

Five, establish and improve the owner file work

The owner's file has been improved and updated, and the owner's electronic file has been continuously supplemented.

VI. Training and learning

Under the guidance of the director of the property management company for many times, our department has carried out systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Seven, under the guidance of the company's strong call for all employees to sell parking spaces and garages, our customer service staff has made great efforts and sweat and achieved a lot.

Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

The shortcomings, problems and difficulties found in the work are summarized as follows:

1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.

2. The follow-up and feedback of the projects missed by the owner are not timely enough.

3. The timing, methods and methods of collecting various fees of the property are not perfect; The property fee is due, the owner urges payment, and the water and electricity prepayment fee is insufficient.

4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

5. The customer service work is trivial and complicated, and scientific and formal workflow is urgently needed to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

Future work direction and thinking:

On the basis of doing a good job in charging and daily work, our department will continue to strengthen the training and guidance for employees, further clarify various responsibility systems, strengthen departmental work discipline and service standards, and do all the work in time according to the objectives, budget and work plan.

1. Further refine and clarify the work scope and content of department employees;

2. Strengthen training to ensure that the employees of the department are competent for the corresponding positions and continuously improve the service quality;

3. Strengthen the disciplinary management of the department to make the work rigorous and disciplined;

4. Strengthen the follow-up of all kinds of information and work conditions to ensure the smooth and accurate information.

5. Through the daily work arrangement of the department and the study of psychological debugging skills, create an atmosphere of "exercising at work and growing up through exercise", so that the employees of the department have a sense of accomplishment of "being nervous but not feeling too stressed".

6. Actively study scientific and formal workflow norms, rationally use advanced management software, and improve work efficiency.

To sum up, in the past 20 years, with the full support of the company's leaders, the strong cooperation of various departments and the joint efforts of employees, our department has made certain achievements, but it has not fully met the company's requirements, and there is still a long way to go before it can meet the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property management company, according to the _ _ government's policies and regulations on property management and the temporary management statute of Century City Community, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and enhance the service brand of _ _.