2019 Property Customer Service Personal Work Summary

Have you gained any insights after working in property customer service for a period of time? As a person in the workplace, you must develop a good habit of work summary. The following is the "2019 Property Management Service" compiled by me for everyone. "Customer Service Personal Work Summary" is for reference only, everyone is welcome to read it.

Personal work summary of property customer service in 2019 (1)

The dusk rain changes to the cloudy year, the long ravine flows silently, the flowing light passes like a white horse, and unknowingly comes to xx garden xx property The customer service department has been there for over two years. 20xx can be said to be a year for the xx Property Customer Service Department to continue to develop and strive for high-quality services. While we continue to improve and improve various tasks, we welcome new forces to join our team and build a solid and courageous team. Spirit is our unremitting pursuit.

During this period, the work of the customer service department has received care and strong support from the company's leaders, and various work systems have been continuously improved and implemented. The concept of "customers first, integrity, and doing things with heart" is in the manager's mind Under the advocacy of the company, it has been deeply rooted in the hearts of the people and integrated into the daily work and life of every customer service staff. The New Year is approaching. Looking back on the work of the past year, there are gains and losses. I now summarize my personal work over the past year as follows:

1. Deepen the implementation of the company’s rules and regulations and the job responsibilities of customer service assistants

In the spirit of 20xx” instructions, continue to learn And master the relevant laws and regulations on property management, service charging standards, and be familiar with the basic situation of community owners and facilities and equipment. In 20xx, we are committed to improving the awareness of team cooperation and continuously moving towards the goal of service excellence under the leadership of the company's leaders. Received widespread support, understanding and positive praise from the majority of owners.

2. Deeply understand the basic situation of the overall project in the park, integrate theory with practice, and actively participate in learning and training

Since 20xx. Since the housing handover began in June 2019, the first phase of the park has completed xx buildings with ***xx houses and ***xx units. The second phase of the project has completed x houses with ***x units. . In general, x buildings have been taken over, and x households have checked in, including x households that have the conditions for check-in, and x households that have not checked in, including x households with vacant rooms and model rooms. The project has arrived at x households, and the construction unit has rented x households for office use. However, x households have not checked in despite meeting the check-in conditions.

Consciously accept the training and assessment of the quality department, master the basic operating procedures of the customer service department, and continue to study. Cultivate a high sense of responsibility and professionalism at work, strive to work carefully and meticulously, actively contact the construction unit on maintenance matters of the owner's home, and provide timely feedback and return visits to the owner.

3. Fulfill the job responsibilities of the customer service assistant and complete them in a timely manner. Customer service and other tasks assigned by leaders

1. Complete inspections and records of vacant houses once a month, discover equipment and facilities and deal with hidden dangers xxx, correct violations and violations of decoration management It is stipulated that xx rectification notices are issued in the daily inspection responsibility area, including the accumulation of decoration waste, sanitation in the responsibility area, owners occupying public areas, owners modifying equipment and facilities without permission, and the accumulation and hanging of sundries in air-conditioning units. Advertising banners, etc.

2. Responsible for following up on the waterproof repair and maintenance work in the park, checking and recording the on-site water leakage, and notifying the construction unit to repair and deal with all types of water seepage and water leakage for xx households. Among them, customers who have incurred losses during maintenance and requested recovery and compensation have reported it to the department manager step by step for proper handling.

3. Contact and handling of civil engineering, plumbing and heating repair reports in the responsible area are communicated with the construction unit at any time, and the processing rate reaches 98%. The rest are caused by hidden dangers caused by the owner during the decoration process. We have already done a good job in communicating and explaining the problems with the owner.

4. Responsible for the follow-up of the repair results of the park guardrail and guardrail glass problems, and have been contacted many times. The construction party has failed to repair, and there are still xx owners whose problems have not been properly dealt with.

5. In order to improve innovative and high-quality services and bring a more comfortable and warm living environment to the owners, actively carry out 20xx? The collection of property service fees in xx district in 20xx (delayed default in property delivery and default deduction of property fees are in the compensation period and are not included in the calculation), xx has expired for xx households, and has been called to collect from xx households, xx has expired xx households have paid xx households. Among them, the unpaid owners who live in undecorated and vacant existing houses in other places need to continue to do the reminder and explanation work. Some owners have objections to the problems left over from the previous construction repairs. At this stage, the focus of the work needs to be more focused on following up and repairing the problems left over from the construction. Achieve owner satisfaction and ensure smooth collection of property service fees.

IV. Continuously improve one's own quality and improve service quality through innovation.

The satisfaction of owners is the ultimate goal of property services. It is necessary to hone one's own character and improve one's own psychological quality at work. For me, who has little experience in social work, I will inevitably encounter various obstacles and difficulties at work. However, with the help, care and tolerance of my leaders and colleagues, especially the careful guidance of Manager Ding, I dare to take challenges and The character has further settled down a lot.

I realize the importance of details in my work and life. Details are often overlooked because they are "small", making people feel cumbersome and have no time to take care of them. Therefore, we must always keep in mind the leadership’s emphasis on “service refinement, generating returns and benefits from details.”

20xx is a year of continuous exploration and self-seeking for me. In the new year of 20xx, I will work hard to correct the shortcomings in my work in the past year and continuously improve and strengthen the following aspects: :

1. Continue to strengthen the study of the basic regulations of property management and understand and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and form data, and become familiar with the analysis of relevant property management cases.

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

4. Communicate and learn more with leaders and colleagues, learn from each other’s strengths, improve capabilities, and keep up with the company’s progress.

Don’t think about whether you can succeed. Since you have chosen to go far away, you only care about the ups and downs. No matter whether there will be cold wind and rain behind you, since the target is the horizon, all that is left to the world is your back. Only by setting off will you reach your ideals and destinations, only by hard work will you achieve brilliant success, and only by sowing will you reap the rewards. Only by pursuing can you taste an upright life. Encourage yourself and, under the leadership of the company's leaders, overcome obstacles and create more brilliant achievements in the new year.

2019 Property Customer Service Personal Work Summary (2)

Looking back on the work of the past six months, with the support and help of the company leaders and colleagues, I strictly required myself to follow the company’s requirements and completed their own work well. After half a year of study and work, there have been new breakthroughs in the work model and major changes in working methods. The work situation in the past six months is summarized as follows:

1. Daily work of the Customer Service Department

The customer service department is a new field of work for me. As a worker who handles customer relations, I clearly realize that the work of the customer service department is the hub of the entire company, connecting the previous and the next, communicating internally and externally, coordinating the left and right, connecting all directions, and the center that promotes all work towards the established goals. . The work is complicated, including document processing, file management, document forwarding, accepting customer complaints, returning houses, handing over houses, etc. In the face of a large amount of complicated and trivial routine work, I strengthen my work awareness, pay attention to speeding up the work rhythm, improve work efficiency, handle various affairs calmly, strive to be comprehensive, accurate, and moderate, and avoid omissions and errors. So far, I have basically achieved everything. .

1. Keep abreast of the conditions of the houses to be delivered to provide a basis for leadership decision-making. As a well-known company in the real estate development industry, housing delivery is a top priority. The company established a housing delivery working group. As a member of the team, I make use of all favorable resources, take effective measures, go to the case site and construction site to actively communicate with relevant personnel, and promptly feed back the house information, work progress, and problems I have learned to the leadership and general manager's office. This enables the company leaders to grasp the progress of the house delivery work in the shortest possible time and further arrange the delivery work on this basis.

2. Straighten out relationships and create departmental workflows. At the beginning of the establishment of the department, almost all work was started from scratch. In the past six months, the department has become familiar and the interpersonal relationships are harmonious, and preparations have been made for future coordination and full use of the capabilities of each department to solve work problems.

3. Do a good job in the company’s written work, drafting documents, reports and other written work. Conscientiously do a good job in sending, receiving, registering, and delivering department-related documents; organize and archive department documents, approval forms, and agreements into books, do a good job in data archiving, and do a good job in customer data management.

4. Accept customer complaints and promptly coordinate with relevant departments to handle them properly, and actively respond to the call of the five spirits of the group’s employees. Give full play to the advantages of your own department, be anxious in your work attitude, have a high degree of customer awareness, treat customer matters as your own, be highly responsible and sensitive. The second is force, strong resource integration capabilities, and strong driving capabilities to push the entire company's resources to tilt toward customers to solve customer problems. Predict owner behavior and demands, fully consider costs and marketing, and provide appropriate guidance and control. Minimize their unreasonable expectations and improve customer satisfaction.

2. Strengthen self-study and improve professional level

Because I feel that I have a heavy burden, and my knowledge, ability and experience are far behind my position, so I always I dare not take it lightly and am always learning, learning from books, learning from the leaders around me, and learning from my colleagues. In this way, I feel that I have made some progress in the past six months. Through continuous learning and accumulation, I have gained work experience in this department and can deal with various problems that arise in daily work relatively calmly. In terms of organizational management ability, comprehensive analysis ability, coordination ability and written and verbal expression ability, I have gained a lot of experience in this department. Half a year of training has made great progress, ensuring the normal operation of various tasks in this position. I can treat various work tasks with a correct attitude, love my job, and work hard to implement it in actual work.

Actively improve one's own professional qualities, strive for work initiative, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and work quality.

3. Existing problems and future efforts

In the past six months, I have been able to work diligently and creatively, and have achieved some results, but there are also some problems and shortcomings. The main manifestations are: first, I was groping for a lot of work while doing it, so that I couldn't work with ease, and work efficiency needs to be further improved; second, some work was not detailed enough, and some work coordination was not in place.

In the second half of the year, I am determined to seriously improve my business and work standards, and contribute my share to the company's economic development by leaps and bounds. I think I should work hard to: First, strengthen learning and broaden my knowledge. Work hard to learn real estate professional knowledge and relevant legal knowledge. Strengthen the understanding of the context and direction of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and be aware of the company's overall planning and current situation; secondly, based on the principle of seeking truth from facts, we must communicate from the top to the bottom , report the situation; truly be a good assistant to the leader; improve one's own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

2019 Property Customer Service Personal Work Summary (3)

Looking back on the work of the past six months, with the support and help of the company leaders and colleagues, I strictly required myself to follow the company’s requirements, and completed their own work well. After six months of study and work, there have been new breakthroughs in the work model and major changes in working methods. The work situation in the past six months is summarized as follows:

1. Daily work of the Customer Service Department

The customer service department is a new field of work for me. As a worker who handles customer relations, I clearly realize that the work of the customer service department is the hub of the entire company, connecting the previous and the next, communicating internally and externally, coordinating the left and right, connecting all directions, and the center that promotes all work towards the established goals. . The work is complicated, including document processing, file management, document forwarding, accepting customer complaints, returning houses, handing over houses, etc. In the face of a large amount of complicated and trivial routine work, I strengthen my work awareness, pay attention to speeding up the work rhythm, improve work efficiency, handle various affairs calmly, strive to be comprehensive, accurate, and moderate, and avoid omissions and errors. So far, I have basically achieved everything. .

1. Keep abreast of the conditions of the houses to be delivered to provide a basis for leadership decision-making. As a well-known company in the real estate development industry, housing delivery is a top priority. The company established a housing delivery working group. As a member of the team, I use all favorable resources, take effective measures, go to the case site and construction site to actively communicate with relevant personnel, and promptly feed back the house information, work progress, and problems I understand to the leadership and general manager's office. This enables the company leaders to grasp the progress of the house delivery work in the shortest possible time and further arrange the delivery work on this basis.

2. Straighten out relationships and create departmental workflows. At the beginning of the establishment of the department, almost all work was started from scratch. In the past six months, the department has become familiar and the interpersonal relationships are harmonious, and preparations have been made for future coordination and full use of the capabilities of each department to solve work problems.

3. Do a good job in the company’s written work, drafting documents, reports and other written work. Conscientiously do a good job in sending, receiving, registering, and delivering department-related documents; organize and archive department documents, approval forms, and agreements into books, do a good job in data archiving, and do a good job in customer data management.

4. Accept customer complaints and promptly coordinate with relevant departments to handle them properly, and actively respond to the call of the five spirits of the group’s employees. Give full play to the advantages of your own department, be anxious in your work attitude, have a high degree of customer awareness, treat customer matters as your own, be highly responsible and sensitive. The second is force, strong resource integration capabilities, and strong driving capabilities to push the entire company's resources to tilt toward customers to solve customer problems. Predict owner behavior and demands, fully consider costs and marketing, and provide appropriate guidance and control. Minimize their unreasonable expectations and improve customer satisfaction.

2. Strengthen self-study and improve professional level

Because I feel that I have a heavy burden, and my knowledge, ability and experience are far behind my position, so I always I dare not take it lightly and am always learning, learning from books, learning from the leaders around me, and learning from my colleagues. In this way, I feel that I have made some progress in the past six months. Through continuous learning and accumulation, I have gained work experience in this department and can deal with various problems that arise in daily work relatively calmly. In terms of organizational management ability, comprehensive analysis ability, coordination ability and written and verbal expression ability, I have gained a lot of experience in this department. Half a year of training has made great progress, ensuring the normal operation of various tasks in this position. I can treat various work tasks with a correct attitude, love my job, and work hard to implement it in actual work. Actively improve one's own professional qualities, strive for work initiative, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and work quality.

3. Existing problems and future efforts

In the past six months, I have been dedicated to my job, carried out my work creatively, and achieved some results, but there are also some problems and shortcomings. The main manifestations are: first, I was groping for a lot of work while doing it, so that I couldn't work with ease, and work efficiency needs to be further improved; second, some work was not detailed enough, and some work coordination was not in place.

In the second half of the year, I am determined to seriously improve my business and work standards, and contribute my share to the company's economic development by leaps and bounds. I think I should work hard to: First, strengthen learning and broaden my knowledge. Work hard to learn real estate professional knowledge and relevant legal knowledge. Strengthen the understanding of the context and direction of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and be aware of the company's overall planning and current situation; secondly, based on the principle of seeking truth from facts, we must communicate everything from top to bottom , report the situation; truly be a good assistant to the leader; improve one's own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

2019 Property Customer Service Personal Work Summary (4)

Time flies, and I have been working in the xxx Park Service Center for a year without knowing it. In my opinion, it has been a short but long year. What is short is the work skills and professional knowledge that I have not had time to master, and time has passed; what is long is that the road to becoming an excellent customer service staff must be very long.

Looking back at the time when I applied for the company’s customer service position at the job fair, it was like the same thing happened; but now I have transformed from an ignorant student to a Greentown employee who shoulders work responsibilities, and I am also unfamiliar with customer service work. Became familiar.

Many people do not understand customer service work and think it is simple, monotonous, or even boring. It is just about answering the phone, taking notes, and surfing the Internet when there is nothing to do; in fact, it is not the case. To be a qualified and competent employee Customer service personnel need to have relevant professional knowledge, master certain work skills, and have a high degree of consciousness and responsibility for their work, otherwise they will make mistakes and dereliction of duty at work; of course, I did not understand this from the beginning. I realized it, but I only realized it deeply after experiencing various challenges and hardships at work.

The following is my main work content this year

1. Handling the procedures and certificates for the owner's house collection, check-in, decoration and other documents, as well as the filing of the owner's information, files and keys; among them ***92 households were delivered to the park, 46 households completed handover procedures, 7 households completed renovation procedures, and 2 households moved in;

2. Receive information from all aspects, including owners, decoration units, real estate companies, and construction units and other information, while keeping records, notify relevant departments and personnel for processing, and track the process, and conduct return visits after completion;

3. Production, sending and archiving of letters and documents, the current year 150 work contact letters, 115 rectification notices, 55 warm reminders, 23 department meeting minutes, and more than 1,387 large item release notes were issued.

In the process of completing the above work, I have learned a lot and grown a lot

1. The hard work at work has shaped my character and improved my psychological quality. . For me, a person who has just entered society and has little work experience, I will inevitably encounter various obstacles and difficulties at work. However, with the help of leaders and colleagues, especially the careful guidance of my supervisor, , which allowed me to face difficulties bravely and dare to challenge, and my character further stabilized. I remember that when the houses of Lanxiuyuan and Linfengyuan were handed over, due to time constraints, few people, and related work was more complicated; all the staff in the housekeeping department worked overtime for more than a week, striving to make all preparations fully and meticulously before handing over; especially Three days before delivery, everyone worked overtime until two or three in the morning every night.

On the first day of handover, I was responsible for assisting the customer service center. When I dragged my tired body to participate in the handover work, I felt like I was sleeping with my eyes open. But when I saw Zhang Yu, who came all the way from Chongqing, with her calm and sweet smile when facing customers and her skillful reception skills, my heart felt ripples; she also worked overtime and was very tired. , why can we maintain such a good mental outlook and working condition in front of customers? Through the company leaders’ comments on our work that day, I deeply realized the true meaning of professionalism and smiling service. The so-called professionalism means that when you are at work, no matter how hard you have worked before, you should do your job well and fulfill your job responsibilities. The so-called smile service means that when you face customers, no matter whether you are happy or not, troubled or not, you should work hard, put customers first, and always keep smiling, because you represent not only your personal image, but also the company. image. On the second and third days of the delivery work, I switched from assisting work to formal reception work. While strengthening the control of my own emotions, I tried my best to maintain service with a smile, and successfully completed the handover procedures for several owners. . Hearing the encouragement from my superiors and seeing the satisfied smiles of the owners, I was extremely pleased.

Going through this handover process also played a great role in my future work. I was able to correct my mentality and actively make corrections when facing criticism and correction from leaders and colleagues. I also gradually changed my attitude when communicating with a few difficult engineering staff. Be fearless; reception etiquette, telephone etiquette and other etiquette work are also gradually improved;

2. Realize the importance of details in work and life. Because of their small size, details are often underestimated or even ignored by people. They also often make people feel cumbersome and have no time to take care of them. In my work and life at Greentown, I have deeply realized that details cannot be neglected or sloppy; whether it is every line of text and punctuation when drafting official documents, or the refinement of services emphasized by the leaders, and no blind spots in sanitation, etc., I have learned a lot. I have a deep understanding that only by going deep into the details can I get rewards; details produce benefits, and details bring success;

3. My talents have been expanded during work and study; when I complete every job assigned by my superiors, When I worked hard and worked hard, I was rewarded with support and recognition from my superiors. The Christmas and New Year’s park decorations that were just completed two days ago were the first ones I made myself. When the plan was approved by the supervisor, I was filled with the joy of success and passion for work; as for the next layout of the canteen’s bulletin board, I still have some work to do. I will treat the park signage system and the layout plan in the Spring Festival park seriously and responsibly, and do my best to make them better one by one.

In the new year of 2014, I will work hard to correct the shortcomings in my work in the past year, continue to improve, and strengthen the work in the following aspects

4. Strengthen Learn the basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception procedures and etiquette;

5. Strengthen copywriting, conference and other production capabilities; expand various work skills, such as learning PHOTOSHOP and coreldraw software operations, etc.;

6. Further improve your character, increase your patience with work, pay more attention to details, strengthen your sense of responsibility and cultivate work enthusiasm;

7. Talk to you more Leaders and colleagues communicate and learn, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.