What exactly does the customer service of a property management company do?

Whether the customer service system is perfect or not directly affects the success or failure of residential projects; The main body of customer service is the community (owner), which means that it is very important for a new apartment project to have a high-quality customer service system, which requires the property management company to firmly grasp the favorable opportunity of early intervention.

(1) check-in service.

Check-in service is a kind of labor service provided by employees of property management company to meet the various needs of owners/users when they move in, and to provide various guidance when owners/users formally use the property to help owners/users move in smoothly.

(2) Decoration management services.

Property decoration management service is one of the important contents of daily property management, and it is also one of the difficult problems. Therefore, property management enterprises should standardize the decoration behavior, strengthen the management of decoration work, and prevent the illegal decoration time from being too long.

(3) Customer file management.

File records are human activities, and the owner's files are formed by: owners/users, outsiders who come to visit the owners/users, documents and materials related to the property management company of the owners' meeting or owners' committee, etc. Therefore, doing a good job in the collection of owners' files can better understand the level of community owners and better provide the most suitable services for owners. There are three stages in the collection of owners' files: early intervention, focusing on understanding; Focus on the collection when the owner repossesses the building and in daily life.

(4) Services provided by the customer service center.

For the reference of the Hong Kong model, until the end of last century, many property management companies still referred to the departments providing services to customers as management centers and owners centers. In recent years, with the development of economy and the improvement of social informatization, the term customer center or customer service center has been gradually accepted and used by more property management companies. The main characteristics of the operation mode of the property management customer service center are: one-stop service, full-process management, smooth information, centralized processing, quick response and timely feedback. It mainly covers inquiry service, maintenance service reception, owner complaint reception and handling, and owner satisfaction evaluation system.

(5) Community culture construction.

For property management companies, good community culture can establish the brand and image of the company and lay a solid foundation for expanding business; At the same time, it is beneficial to strengthen the coordination and communication between residents and management companies, and then resolve contradictions and unnecessary disputes. For the owners and residents, it has created a pleasing working and living environment, enriched the amateur cultural life of the residents, and formed a harmonious, harmonious and peaceful atmosphere in the community, which is conducive to communication and exchanges between neighbors. To do a good job in community culture construction, we should strengthen the construction of hardware and software. Community cultural activities are generally divided into the following categories: permanent activities, such as celebrations, community literary corridors (billboards, billboards in buildings), construction activities, literary discussions, appraisal activities, mutual assistance activities, etc. Temporary activities: fun sports competitions, variety activities and public welfare activities.

(6) Environmental management services.

With the development of economy and the improvement of people's living standards, residential quarters are becoming more and more large-scale, and owners have higher and higher requirements for the size of green space, garden layout and greening grade in the quarters, so greening management also occupies a very important position.

According to the market survey, the author found that there are many green areas and vegetation varieties in a project. Most importantly, they advocate planting green plants in the park one year in advance. In order to cultivate plants suitable for northern growth, the group also has its own plant research base, which makes the green plants in the community "different". After all, it takes a short time because of the development of green space and the planting of trees in the community. After the completion of the community, it is followed by long-term, regular, meticulous and complicated maintenance and management. Therefore, people describe the relationship between greening construction and maintenance management as three kinds and seven kinds of cultivation. Strictly speaking, conservation management includes two meanings: one is conservation, that is, according to the production needs of different garden trees and some specific requirements, horticultural technical measures such as irrigation, fertilization, pruning, pest control, cold prevention, weeding and intertillage are taken in time; On the other hand, it belongs to the management work of supervision, inspection, enclosure and cleaning.

(seven) the supervision and communication of customer service.

1. Community neighborhood committees guide and supervise the work of the owners' congress and the owners' committee in accordance with relevant regulations, and participate in the establishment of the preparatory group for the owners' congress. The owners' congress and the owners' committee shall cooperate with the public security organs and residents' committees to do a good job in maintaining social order in the property management area.

2. In the property management area, the owners' congress and the owners' committee shall actively cooperate with the relevant residents' committees to perform their autonomous management duties according to law, support the residents' committees to carry out their work, and accept their guidance and supervision.

3. Effective communication with the owners' committee is a necessary condition to minimize the cost of property management control. While actively using letters, announcements and other communication methods, property management enterprises can make communication direct, clear and equal if they communicate in forums.

(eight) customer service practitioners training system.

1. Knowledge that customer service practitioners should possess: Generally speaking, employees should know or understand the following knowledge before taking up their posts, mainly including: legal knowledge, architectural knowledge, planning and management knowledge of residential quarters, public relations knowledge, psychological knowledge, etc.

2. Customer psychology and service skills

(1) Moderately sensitive and sensitive;

(2) Have a good emotional tendency;

(3) Have good will quality.

3. Personality, psychology and ability requirements of customer service personnel

(1) Carry forward the advantages of self-temperament and make your works different;

(2) Cultivate a good personality and make your works more popular;

(3) improve the ability to make the work to a new level.

4. Establish a complete training system.

All relevant departments of the company should have clear training objectives, often arrange employees to go to special training institutions for training, and form a system in parallel to make it last. The training plan can be once a week, that is, once or twice a week, and there will be training at the central level (mainly including the handling skills of recent key cases and the psychological quality training of employees, etc. ), and employees will be required to keep a diary every day (finding problems, solving problems and continuous improvement), which will help the customer service department to accumulate case information and prevent the recurrence of problems.