20 19 summary of office property front desk work 3 articles

The front desk is the first image of the owner serving the property management company. We must do a good job and solve things quickly in order to gain the trust of the owners and do the work better. The following are three summaries I brought to you about the front desk work of 20 19 office property. I hope you like them.

20 19 Summary of Front Desk Work of Office Property Part I

Today, I have changed from an ignorant student to an employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar. I used to think that customer service was simple, monotonous and even boring, but I just answered the phone and took notes. In fact, to become a qualified property customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work.

Looking back at customer service work, there are gains and losses. Let me briefly summarize as follows:

1. Daily reception and telephone answering: warmly receive the visiting owners and actively solve their difficulties. Answer the owner's phone, be patient, record the owner's complaints and service matters, coordinate the handling results, and give timely feedback and pay a return visit to the owner.

2. Handling of daily repair: Actively dispatch workers according to different repair contents, and strive 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.

3. Check the sign-in of each department every morning.

4. Check the health of the hospital and corridor, and notify the cleaning staff to clean the unqualified ones in time.

5. Warehouse management: timely register the receipt and warehousing of goods.

6. Collect the utilities and property fees of the store.

7. Collect all kinds of opinions and suggestions from customers in the process of property management, and constantly improve the service quality and service level of residential property management.

In the process of completing the above work, I learned a lot and grew a lot. I think the most important thing to do a good job in customer service is:

(1) The service attitude must be good. When you see your host in the yard, you should take the initiative to say hello. If you help him open the door and move things, it will make the host trust us more.

(2) Have the initiative, have a pair of eyes that will find problems, patrol the yard of the community every day, and solve problems in time when they are found. Don't wait for the master to come, we don't know what's going on yet, so we should be a prophet of everything.

For me, who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. In the new year, I will try my best to correct the shortcomings in my past work and constantly improve and strengthen my work in the following aspects:

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception details.

2. Further improve your personality, improve your patience with work, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

3. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join the Sunshine Waterfront Team right after graduating from school. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Thank you, my work is finished!

20 19 summary of office property front desk work part ii

In 20 19, with the strong support of the company leaders and the solidarity and cooperation of all departments, and with the efforts 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, went through the formalities in time, provided thoughtful services, and made every effort to supervise the proper handling of 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. 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 notifications were sent by SMS group sender, so that the notifications were timely, detailed, clear and accurate, and at the same time, they actively cooperated with the contents of the notifications to make relevant explanations.

Third, the owner missed the project complaint handling work.

Before xx, 2065438+xx, 2009, * * issued 86 contact sheets for the 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 maintenance replies, and the owner complained that the maintenance 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

2065438+2009 X X X leakage accident in the basement * * * 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.

As of X, X, 2009, 2065438+X, our department visited 38 households in the household survey of residential owners and issued 38 property service opinion forms. 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 personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and 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.

20 19 summary of front desk work of office property Part III

20 19 is about to pass. Looking back on the work of the past year, I feel deeply, and time flies. Unconsciously, I have worked in xx Property for more than a year. In my opinion, this is a short and long year. The short thing is that time has passed and I have mastered more work skills and professional knowledge; Being an excellent customer service staff has a long way to go, and the road ahead is still very long.

Looking back, it seems that just yesterday, I applied for the customer service position of xx Property, and now I have changed from an ignorant student to a member of xx who shoulders important work responsibilities, from a stranger to a person who is familiar with customer service work.

Many people don't know about customer service, and feel 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. The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while making a good reception record, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all the work should be carried out according to the standards.

The following is my main work in the past year:

1. Archive and manage the owner's files as required, and track and update the changes in time;

2. Respond to the owner's application for repair and consultation in time, and record it on the owner's information registration form;

3. Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys;

4. Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback;

5, accept all aspects of information, including owners, decoration units, real estate companies, construction units and other information, at the same time, make records, notify relevant departments and personnel for processing, and track this process, and pay a return visit after completion;

6. Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements;

In the process of completing the above work, I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In xx Property, I deeply realized the true meaning of professional and smiling service. The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.

In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in xx, I understand that the details can't be neglected and sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success.

Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When this plan was unanimously approved by everyone, my heart was full of joy of success and passion for work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

In the new year of 20 19, I will try my best to correct the shortcomings in my work in the past year and constantly improve myself, focusing on the following aspects:

1, consciously abide by the company's various management systems;

2. Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette;

3. Strengthen copywriting ability; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

4. Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work;

5. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join the excellent team of xx Property. The cultural concept of xx and the working atmosphere of customer service department unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

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