Monthly personal work summary of property customer service

Monthly personal work summary of property customer service

Summary is a written material to review and analyze the study, work and life or their completion in a certain period, including achievements, existing problems, experiences and lessons, etc. It can guide our next stage of study and work life, so it is very necessary to write a summary. So what should we pay attention to when summing up? The following is a monthly personal work summary of property customer service that I collected for you, hoping to help you.

In xx month, with the strong support of company leaders and the solidarity and cooperation of various departments, and with the efforts of department employees, 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 a timely and thoughtful manner, 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 xx.

As of xx, xx, 19, * * * 3 12 households have gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.

The following is the completion and analysis of important tasks: 1. 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. The cumulative number has reached thousands.

Second, the information release work

This year, our department issued various written notices to customers about 20 times. A total of 968 notices were sent by X, so that the intention of the notice was sent in time, in detail, clearly expressed, and the words were accurate, and at the same time, the relevant explanations were made actively with the contents of the notice.

Third, the owner missed the project complaint handling work.

/kloc-before August 0/8, 20xx * * issued 86 contact sheets for maintenance of missing projects, and the engineering department of the development company completed 28 maintenance receipts, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 repair orders, and the owner complained that the repair rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

Four, the basement flooding accident treatment work

On August 4th, 20xx, the basement water seepage accident * * * caused property losses to 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

By the end of February 65438+September, 20xx, our department had visited 38 households and issued 38 opinions on property services. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Six, establish and improve the owner file work

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Seven, to assist government departments to complete the work.

Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park.

Handled the certificate of social household registration change for the owner of 10.

VIII. Training and learning

Under the on-site guidance of Yang Jingli, a property management company, our department conducted 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.

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. Because our department has not received professional property management training, the knowledge about property still needs systematic study, and the service standards and communication skills should be further strengthened.

Second, the owner's follow-up and feedback on various missing projects are not timely enough;

Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

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

Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

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

First, further refine and clarify the scope and content of work of department employees;

Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;

Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;

Fourth, strengthen the follow-up of all kinds of information and working conditions to ensure that all information is smooth and accurate.

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

Six, actively study the scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.

Seven, do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and recreational activities of the owners. At the same time, actively carry out and do a good job in various paid services.

To sum up, in 20xx, with the full support of the company leaders, the strong cooperation of all departments and the joint efforts of employees, although some achievements have been made, they have not fully met the requirements of the company, and there is still a distance from the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state, Shandong Province and Linyi Municipal Government on property management and the temporary management regulations of the new century residential quarter, 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 improve the quality of property services.

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