Summary of the work of property customer service supervisor

Summary of the work of property customer service supervisor: 5 articles

Summary is a kind of written material to summarize and summarize the performance of study, work and life in a period of time, which can make us more efficient. It is better to act immediately and write a summary. How to write a summary without becoming a mere formality? The following is a summary of the work of the property customer service supervisor that I helped you sort out. Welcome to draw lessons from and refer to. I hope it helps you.

Summary of the work of property customer service supervisor 1 Time flies, and the work of 20xx will be over in a blink of an eye. Looking back on the work of the past year, I am deeply touched. Since joining the xx 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, improved the level of property service, improved the communication with the owners and properly handled the disputes related to the owners. 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 20xx, I was officially promoted to be the head of xx customer service department. 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 think it's 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 xx 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.

(1) 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.

(2) The successful completion of the 2)xx delivery has laid a solid foundation for the overall work of the customer service department. In the middle of xx, the xx phase was officially delivered, and our department was mainly responsible for the distribution of the first phase of information, signing contracts and handling disputes between owners.

(three) 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 and the owner and other external work, and provide services to the owner in time through feedback information.

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.

(2) The department management system and process are not perfect.

In the past six months, the department has focused on the preparation for the delivery of xx, thus ignoring 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 xx year 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 the institutionalized management of the department;

(five) closely cooperate with the work of various departments, timely and properly handle the disputes and opinions 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 xx years, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to xx years, we are greeted with opportunities and challenges. To this end, all the staff of the customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.

Property Customer Service Supervisor 2 Work Summary In the past year, I was able to be strict with myself in customer service. As a customer service supervisor, I understand the importance of completing my work for real estate development. Therefore, I can conscientiously perform the duties of customer service supervisor under the instruction of the leader, listen to the opinions of other customer service personnel in the management of customer service department, and promote the overall development of customer service department through unity and cooperation. Now let me briefly summarize my performance in the position of customer service supervisor in the past year.

Improve the system of customer service department and set an example in the work. I understand that the accumulation of management experience needs to be tried in the work. Therefore, I have formulated a strict system in management to restrain the employees of the department, mainly in the hope of improving the self-discipline of the members of the department, so as to establish a guarantee for the improvement of the quality of work. However, I also understand that qualified managers should set an example in their work in order to get the recognition of the following employees. So I will reflect on whether I can do it before asking for the job of customer service staff. In this way, I can make the customer service staff identify with themselves. Because of my good performance in my work, I have achieved good results this year.

Pay attention to the development of new customers so as to fulfill their duties as customer service personnel. It is the responsibility of customer service personnel to serve every customer well in their work. As a customer service supervisor, they should pay more attention to customers' evaluation of property services. If the customer's evaluation of the property service is poor because the customer service work is not done well, it also means that I have serious dereliction of duty in management, so I sometimes patrol near the customer service staff's station. Mainly to understand the communication between customer service staff and customers, if there is a bad attitude, it will criticize and ask employees to rectify. For things that employees are not sure whether they can make a decision, they will hold the phone and assist the other party in handling it.

Strengthen the training of new employees and improve the quality of customer service department. I understand that customer service staff must have a high comprehensive quality to be better qualified for this job, so I will also use the meeting time to discuss problems with colleagues in the department. The focus of this year's work is the training of new employees. In this regard, we summarized the speech manual of customer service department through discussion. Through dialogue learning, you can master the basic skills of customer service in a short time. During the training, you will also conduct many simulated dialogue exercises to let new employees know how to solve some unexpected situations in customer service.

Although I have made a lot of efforts in customer service this year, my achievements are still unsatisfactory, so I will continue to perform the duties of customer service supervisor and work hard for the development of property management companies, hoping to make progress in the future through my attitude of being responsible for customer service.

Summary of the work of property customer service supervisor 3 Time flies. 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 Fengzeyuan 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. 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 20xx, I was officially promoted to be the head of customer service department of Fengzeyuan. For the property customer service staff, the most common feeling in the whole process is only one word: 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 think it's 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 the customer service department of Fengzeyuan, we have 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 and procrastination. 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.

(3) Successfully completed the delivery of the first phase of Fengze Garden, which laid a solid foundation for the overall work of the customer service department. In the middle of 20xx 10, the first phase of Fengzeyuan was officially delivered for occupancy, and our department was mainly responsible for distributing the occupancy information of the first phase, signing contracts and handling disputes between owners. Cumulative processing (this content is added by itself)

(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 half year's work, the department focused on the preparation for the delivery of Fengze Garden, so it neglected 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 next year's 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 frustrations, but we have gained growth and achievements. Looking forward to 20xx, we are greeted with 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.

Summary of the work of property customer service supervisor 4. The work of this department this year is as follows:

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

The internal management of the department is relatively weak, mainly manifested in employees' weak sense of responsibility, insufficient work initiative, low work efficiency and procrastination. In view of the above problems, the department responsibility system has been further improved, and the responsibilities and working standards of department employees have been clarified; 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.

(1) 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 focused on strengthening staff service management, so that 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 of customer service personnel. 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.

(2) Successfully completed the activation of customer account opening, which laid a solid foundation for the overall work of customer service department. Up to 20xx65438+1October 65438+March, a total of 25 simulated operation accounts were opened, 22 account opening agreements were signed, and 55 accounts were activated.

(three) close cooperation with various departments, do a good job of internal and external contact and coordination.

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 practice of the department for nearly one year, the service level of customer service staff is low. Mainly manifested in the skills and methods of dealing with problems are not mature enough, and the experience of dealing with emergencies is insufficient.

(2) The department management system and process are not perfect. At present, the systems of employee management, service standard and operation flow are not perfect. Therefore, to a certain extent, it has affected the department's work efficiency, staff's sense of responsibility and work enthusiasm.

(3) The coordination and handling of problems is not timely and proper. The feedback on complaint handling, customer opinions, suggestions, customer help and other information is not timely and comprehensive. After receiving the problem, it is not followed up and reported in time, and the ways and means to deal with the problem are inappropriate.

Three. Key points of 20xx work plan

(a) Continue to enhance the level and quality of customer service;

(2) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.

(3) Improve the customer service system and process, and basically realize institutionalized management.

(four) closely cooperate with the work of various departments, timely and properly handle customer disputes and suggestions.

(five) to strengthen the relevant management work, so that there is inspection and assessment, 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 the staff of the customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.

Summary of the work of the property customer service supervisor 5 Looking back at the customer service department of the property company for 20xx years, it can be said that it is a year of further development and promotion of various governance performance. 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 hard work 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, various working systems have been continuously improved and implemented, and the service concept of customer first has been deeply imprinted in the minds 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 20xx's preliminary improvement of various rules and regulations, the focus of 20xx is to deepen implementation. To this end, 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 and actively carry out customer service personnel training.

Use the regular meeting time of customer service department every Friday to strengthen the training of this part of the staff. The training work is based on the practical problems encountered in the past week, so that theory and practice can be combined to make each customer service staff more familiar with the service concept.

Third, the daily maintenance processing

According to the workload statistics of each weekend, all kinds of repair reports are received more than ten times every day. 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, about the collection of residential property fees.

According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in XX and XX communities. Finally, with the support of the property manager, secretary and other parts, the charging index issued by the company was completed.

Verb (abbreviation of verb) collection of energy fee

At the same time, the quarterly charge of water meter reading for residents in XX community was completed as scheduled, and the new task assigned by the company-the first charge of water meter reading for residents in XX community was completed.

6. Commercial rental at the bottom of a certain district.

We have made a plan to rent out low-level businesses and introduce supermarkets and pharmacies in the second half of the year.

Seven. Take back some buildings

In X month, the repossession of X# and X# was completed; At the same time, some buildings (unit X #- 1 2) moved back to XX District have been recovered.

Eight, love Qinghai Yushu earthquake organization fund-raising activities.

After learning the news of the Yushu earthquake in Qinghai, the leaders of the property company immediately decided to hold fund-raising activities in the community to offer love to the people in the disaster area. This task is 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, during the festival, the park decoration and layout.

Actively complete the decoration and layout work in the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival that attracts young people's attention), and bought Christmas trees and various decorations in the lobby of XX Gate and XX District of the community.

X. Owners' Symposium

On the eve of the Spring Festival, the annual owners' forum 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 20xx, we are full of confidence and hope for 20xx. In the new year, we firmly believe that as long as we work hard, work hard, actively explore and be enterprising, we will be able to achieve all the work indicators issued by the company through our own efforts.

;