Model essay on insufficient customer service in property and improvement measures (three articles)

According to the customer service department's 20xx work plan, as well as many existing problems raised in the company's 20xx work summary and plan, our department put forward the following plans and measures after meeting and discussion:

I. Work plan for 20xx years:

1 Before March, 20xx, make statistics on the detailed information of owners who have been in arrears with property fees for more than three years, so as to ensure that the name, contact information, years of arrears and amount of arrears of each owner are accurate.

2. In March, the multi-storey 20xx annual property service fee was urged, and reminders, telephone notifications and SMS notifications were posted to create a payment atmosphere.

In March and April, the heating stopped and various repairs began. In the maintenance work, no matter big or small, all reports are recorded, everything is tracked and returned to the original owner.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continuously organize departmental employees to do regular training.

5. Exchange ideas on a regular basis, summarize the work of the previous week every week and discuss and make the work plan for next week.

6. Hold regular service quality review meetings of various departments, standardize the service of customer service personnel, enrich and enrich professional knowledge, and provide better services for community owners. You can improve your service skills by organizing visits to other excellent communities and learning and training related professional books.

7. Improve the owners' files, visit the owners who have no files and the files are not detailed, and improve the owners' files with the help of the residents' situation mastered by the community neighborhood committees.

8, other work assigned by the leadership.

Second, the problems existing in the work of 20xx and improvement measures:

(In 20xx, the collection rate of property fees is only 70%, including various factors that affect maintenance problems, as well as charging methods, reward and punishment systems and personnel management.

1, the charging method is simple;

In 20xx years, the collection rate of property fees in my residential area was low, and most of the toll collectors used reminders, and most of them were not at home. In view of this situation, it is necessary to make reminders and reminders at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors make reminders on Saturday and Sunday. For the opportunity in Lu Yu, visit the owner and talk about the urging fee.

2. The reward and punishment system is imperfect and unreasonable;

Our department now adopts the reward and punishment method of charging 10 households every week. The effect of early charging is obvious, but there is a big gap between toll collectors. Some toll collectors can basically complete the task, and some toll collectors can't receive it. With the reduction of the number of households in arrears, the difficulty of charging increased, and it was not adjusted in time in the later period. For the collection of property fees in 20xx years, our department proposes to make a monthly collection plan and the number of households visited every day, and pay wages according to the percentage of monthly collection tasks and the completion of daily visits. The specific tasks should be carefully studied, reasonable and scientific, which not only has the pressure of toll collectors, but also has the temptation to maximize wages after completion.

3. Management of toll collectors.

Last year, there were many shortcomings in my leadership work in the collection of property fees, such as casual work, unclear records of rewards and punishments, failure to grasp the ideological trends of toll collectors in time, failure to find problems in time and failure to solve problems well. In the charging work last year, individual toll collectors had a great conflict with the work plan and charging system of the department, and some toll collectors obviously lacked motivation. I want to correct many problems in my previous work, communicate in time when I find problems, and solve them with a gentle attitude.

(2) The customer service center is the bridge and information center of the management office, which plays a role in connecting the inside and outside. The service level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is lax, and the service awareness and work motivation have dropped significantly. In 20xx, our department should do a good job in employee service management. Before going to work every day, employees should conduct self-inspection and mutual inspection of dress and etiquette, 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 service quality. The department has established the service concept of "thoughtful, patient, enthusiastic and meticulous", and put this concept into service for the owners, taking the owners' affairs as their own business in service. Strictly implement the company's rules and regulations and severely punish bad behaviors such as playing computer during office hours.

(3) The customer service department did not do the maintenance service and patrol work carefully enough, the maintenance service record was unknown, the patrol area and route were single, and it was not careful enough, and all kinds of potential safety hazards and violations of temporary management regulations were not discovered, solved and reported in time. In the new year, our department will formulate strict inspection standards for residential quarters and decoration, and earnestly implement them, and fill in inspection records in strict accordance with company regulations. Docking repair work should be done regardless of major issues, and everything should be recorded in detail. Make a single-family maintenance file, and the major and minor repairs are well documented.

There are many shortcomings, new problems and chronic diseases in the work of our department in 20xx, but under the guidance and care of the company leaders, all employees in our department are confident to do all the work in 20xx.

Property customer service work plan 2

I have finished another stage of work, but this does not mean that I can relax my requirements, because the end of a stage is also the beginning of a new stage of work, and a new beginning needs higher goals and higher requirements than before. Only by constantly setting new challenges for ourselves can we grow faster, otherwise we can only stand still, or even go upstream and retreat. Therefore, a property customer service staff, in order to perform better in the later work and walk faster in the career, hereby formulates a new stage work plan.

First, continue to maintain a good service attitude and steadily improve their service level.

Customer service is a service job. As an office building, property customer service is also a service job, and it often has to deal with different people. So we should have a very good service attitude. Just because we haven't received customer complaints at work doesn't mean that our service work has been done to the extreme. We must always keep in mind our job responsibilities, observe the discipline of customer service, and see if we can maintain our service attitude, answer every call with a smile, and serve every visitor well.

Second, strengthen the understanding of real estate information and fully grasp the information dynamics.

As the customer service of office property, we often receive telephone inquiries, which are basically related to the property, such as whether there is office rent, the recent rent and the cost of the property management office. Therefore, customer service must know this information very well in order to better solve the caller's problems and give them help. So in the new stage, I must pay more attention to the information dynamics of office buildings and always pay attention to relevant policy changes. Pay attention to the office space, rent withdrawal and decoration of the property, and understand the relevant processes and documents, so that when there is a phone call to ask us, I can answer it as soon as possible, so that the working ability of our property can be better recognized and my work performance will be better.

Third, strengthen self-exercise and improve comprehensive quality.

As a customer service, I represent not only my own image, but my work image has been linked with the property since I joined the property, so I must always pay attention to my behavior quality. No matter what kind of customers I face, no matter what kind of difficulties I face, I can't throw my inner emotions to customers. We should maintain a smiling service attitude, be patient in the face of customers' criticism, and actively admit mistakes and correct them in the face of leaders' criticism. To do this, I must have a very high quality. Therefore, in the new work stage, I must seize every learning opportunity, and I can't miss the training opportunities organized by the company. When I am working, I must also learn from those excellent employees, keep up with them, learn better work quality and skills from them, and make myself stronger and better.

Property customer service work plan 3

In 20xx, the key work of our department is to further improve the level of property fees by 4-7 percentage points on the basis of xx; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached about 85%.

(two) to further improve the level of property charges, to ensure that the charging rate reached about 80%.

(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 XX years, our work is full of hardships and frustrations, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all staff of customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

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