5 personal work summary essays for property customer service in 2022

How to write a personal work summary of property customer service in 2022? Continuously improve yourself and cultivate the professional psychological qualities that a customer service representative should have. We must learn to do boring and monotonous work in an interesting way, and learn to treat work as a kind of enjoyment. Let’s take a look at 5 property customer service personal work summary examples in 2022, welcome to check them out!

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Four sample essays on property customer service personal work summary

5 essays on property customer service work summary

4 selected essays on property customer service job summary

Year-end work summary of property customer service staff

Selected examples of property customer service work summary

2022 property customer service personal work summary example 1

In 20__, I With the strong support of the company's leaders and the unity and cooperation of all departments, and with the hard work of department employees, the customer service department carefully studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed various tasks assigned by the leaders, and handled the procedures in a timely and The service is considerate, and business services such as repair reports, complaints, and return visits are done diligently to ensure proper handling, and various goals and plans set at the beginning of the year have been successfully completed.

The following is the completion and analysis of important tasks:

1. Daily reception work

Fill in the "Customer Service Department Duty Reception Record" every day to record the owners Receive calls, complaints and service matters, coordinate the results, provide timely feedback and call back to the owners. The total number has reached thousands.

2. Information release work

This year, our department issued various written notices to customers more than 20 times. A total of 968 notifications were sent using text messages, ensuring that the notifications were timely and detailed, with clear expressions and accurate wording. At the same time, we actively cooperated with the notification content to provide relevant explanations.

3. Handling of Complaints about Missing Projects by Owners

Before August 18, 20__, *** issued 86 contact sheets for missing project maintenance work, and the development company’s engineering department responded after the maintenance was completed. There were 28 orders, and the completion rate was 32. After August 18, *** submitted 40 daily reports of customer complaint information and 204 complaint handling orders. The development company's engineering department received 88 repair completion receipts, and the owner's complaint repair repair rate was 43%. Our department received 78 return visits, with a return visit rate of 89% and a satisfaction rate of engineering maintenance of 70%.

4. Treatment of basement water leakage accidents

On August 4, 20__, a basement water leakage accident *** caused property losses to 43 owners. Under the command of the company leader, our customer service department immediately contacted the owner and took inventory of the damaged items for him. Afterwards, he actively participated in negotiations with the owner and issued replacement items and trade-in compensation.

5. Survey on home service opinions

While completing their daily work, our department staff actively visited the homes of community owners to collect opinions from various customers on the property management process. Opinions and suggestions to continuously improve the service quality and service level of Century Xinzhu Community Property Management.

As of December 19, 20__, our department conducted a household survey on the owners of the community and visited 38 households, and issued 38 property service opinion forms. The survey found that the satisfaction rate of community owners for our department's reception work reached 90%, the satisfaction rate for receiving telephone repair reports reached 75%, and the satisfaction rate for return visits reached 80%.

6. Establishing and improving owner files

312 owner files have been completed and updated, and owner electronic files have been continuously supplemented and organized.

7. Assist government departments in completing tasks

Assist the Sanhe Street Police Station in conducting a census of the owners living in the park.

Provided 10 households with in-house household registration change certificates for household registration transfer procedures.

8. Training and learning work

Under the personal on-site guidance of Manager Yang of the property company, our department has established the most basic image of customer service personnel and the most basic concepts of property management. , to the communication skills of property personnel, to all aspects of property management work, and combined with the comprehensive knowledge of relevant laws and regulations, a more systematic training and study was carried out.

The department employees have been guided from a team with insufficient ideological understanding and no passion for work into a team full of longing for the company and full of hope for industry development and their own growth; the department employees have been led by a team with mastery of property management knowledge. Blank training to form a team with certain property management knowledge.

2022 Property Customer Service Personal Work Summary Sample 2

The dusk rain changes to the clouds, the long ravine flows silently, the light passes like a white horse, and unknowingly comes to __Garden_ _The property customer service department has been in service for more than two years. For the __ Property Customer Service Department in 20__, it can be said to be a year of continued development and striving for high-quality services. While we continue to improve and improve various tasks, we welcome new forces to join our team to create a solid and courageous Excellent 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, being honest, and doing things with heart" has become popular under the advocacy of the manager. Integrate into the daily work 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. The personal work of the past year is summarized as follows:

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

On the basis of the various rules and regulations that were initially improved in 20__, in 20__, we continued to learn according to the leadership’s directive spirit of “laying the foundation in one year, moving up to the next level in two years, and creating excellence in three years”. 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 20__, we devoted ourselves wholeheartedly to improving the awareness of teamwork and collaboration. Under the leadership of the company's leaders, we continued to move towards the goal of service excellence, and gained widespread support, understanding and positive affirmation and praise from the majority of owners.

2. Have a deep understanding of the basic situation of the overall project in the park, integrate theory with practice, and actively participate in learning and training.

Since the housing handover began in July 20__, the first phase of the park has completed 23 buildings, totaling 1,158 residences and 60 units. The second phase of the project has been completed with __ buildings, *** housing units and *** units. In general, __ buildings have been taken over, and __ households have checked in. Among them, *** households have the conditions for check-in, and __ households have not checked in. There are *** households with vacant houses, including __ households with vacant houses, 10 households with model rooms, 5 households with project credits, 2 households with office loans from the construction unit, and __ households that have the conditions for check-in but have not checked in.

Consciously accept the training and assessment of the quality department, master the basic operating procedures of the customer service department, cultivate a high sense of responsibility and professionalism in study and work, strive to work seriously and meticulously, and actively cooperate with the construction unit on maintenance matters of the owner's home Contact and return to the owner with timely feedback.

3. Implement customer service assistant job responsibilities and promptly complete customer service and other tasks assigned by leaders.

1. Complete inspections and records of vacant houses once a month, discover 154 hidden dangers in equipment and facilities, correct violations and decoration management regulations, and issue rectifications as needed within the daily inspection responsibility area There were 58 notices, including the accumulation of decoration waste, sanitation in the responsible area, owners occupying public areas, owners modifying equipment and facilities without permission, accumulation of debris in air-conditioning units, and hanging advertising banners.

2. Responsible for following up on the waterproof repair and maintenance work in the park, checking the on-site water leakage situation and making records, and notifying the construction unit to repair and deal with various types of water seepage and water leakage. A total of 83 households, including maintenance losses and The customer's request for restoration and compensation has been reported to the department manager for proper handling and resolution.

3. Contact and handling of civil engineering, plumbing and heating repair reports within the area of ??responsibility shall be communicated with the construction unit at any time, with a handling rate of more than 98%. The rest are caused by hidden dangers left by the owner during the decoration process, and the communication, explanation and handling work with the owner has been completed .

4. Responsible for the follow-up work on the repair and maintenance results of guardrails and guardrail glass problems in the park. We have contacted the construction company many times but failed to repair them. So far, there are still __ owners whose problems have not been properly handled.

5. In order to improve innovative and high-quality services and bring a more comfortable and warm living environment to the majority of owners, actively carry out the collection of property service fees in Area B from 20__ to 20__ (default deductions will be incurred for delayed delivery of buildings) Property fees are in the claim settlement period and are not included in the calculation), B5 has expired to __ households and has been collected from __ households, B2 has expired to __ households and has been paid to __ 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.

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

The satisfaction of owners is the ultimate goal of property services. In the work, you can hone your personality and improve your psychological quality. 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.”

20__ is a year of continuous exploration and self-seeking for me. In the new year of 20__, I will work hard to correct the shortcomings in my work in the past year and continuously improve and strengthen the following Several 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 table data, and become familiar with the analysis of relevant property management cases.

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

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 a distant place, 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.

2022 Property Customer Service Personal Work Summary Sample 3

Time flies, and I have been working in __ Trade 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 in the future.

Looking back at the time when I applied for the customer service position of a property management company at the Chamber of Commerce, it seems like it just happened. However, now I have transformed from an ignorant newcomer into a customer service employee with job responsibilities, and I have also changed from a stranger to customer service work. Became familiar.

Many people do not understand customer service work and think it is very 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, you must be a qualified and competent customer service Personnel must have relevant professional knowledge, master certain work skills, and must have a high degree of consciousness and responsibility for work, otherwise mistakes and dereliction of duty will occur at work.

Of course, I didn’t realize this at the beginning, but I realized it deeply after experiencing various challenges and hardships at work.

The following is a summary of my main work content this year:

1. Handling procedures and certificates for customer closing and decoration, as well as archiving of merchant information, files and keys, among which It is important to distinguish that the AD area on the first and second floors and the ABCD area on the third floor belong to the government. Most of the first and second floors belong to Chen Guide, a small part belongs to commercial rudders, and some belong to private owners.

2. Be familiar with all aspects of information, including the owner, decoration unit, construction unit, etc., while keeping records, notify relevant departments and personnel for processing, track the process, and conduct a return visit after completion .

3. The production, sending and archiving of letters and documents. At present, __ company and __ and __ offices are issuing single letters, rectifying the messy placement of notices, warm reminders, and item release slips in the aisles. You must be familiar with how to use , small project orders, large-scale decoration materials, maintenance orders, etc.

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 psychology. quality. For someone who is new to property management and has little experience in property management, I will inevitably encounter various obstacles and difficulties at work. With the help of my leaders and colleagues, I have the courage to face difficulties and dare to challenge them. , the character has further settled down. I think we should maintain a good mental outlook and working condition in front of customers. As a customer service staff, we should put professionalism and service with a smile first. 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 upset, you must put your work first and always keep smiling, because you represent not only your personal image, but also the image of the company. Try to maintain a smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette work such as reception etiquette and telephone etiquette.

2. Realize the importance of details in work and life. Details are often underestimated or even ignored because of their "smallness". They also often make people feel cumbersome and have no time to take care of them. At the Woolen Trade Center, I deeply realized that details cannot be neglected or careless. Whether it is every line of text and punctuation when reviewing official documents, or the refinement of services emphasized by the leaders, and no dead ends in sanitation, etc., I have a profound 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 through work and study. When I complete every task seriously and diligently, I will receive support and affirmation in return. I remember that during the Woolen Textile Fair, in order to do a good job, our customer service department, engineering department, and security department all worked overtime for four or five days to do their jobs well. Although it is tiring, it reflects the unity spirit of our customer service center. This shows that everyone is full of passion for work. As for the next step, I have to complete the computer map of the ABCD area on the first, second and third floors of the __ Trade Center. I will treat it seriously and responsibly, and do my best to complete all the work. Get better one by one.

In the new year of 20__, 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:

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

2. Strengthen document production capabilities and expand various work skills, such as learning how to operate computers and some new software, how to answer customer problems, etc.

3. Further improve your personality, increase your patience with work, 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 your abilities in all aspects, and keep up with the company's progress.

I am very happy to come to the big family of __ Trade Center. The cultural concepts and working atmosphere of the property management company unconsciously infect and promote me. It allows me to learn at work, grow in learning, and determine the direction of my efforts. At this moment, my biggest goal is to challenge myself, surpass myself, and make greater progress in the new year of work!

2022 Property Customer Service Personal Work Summary Sample 4

If one day you have become accustomed to this smell and no longer cough due to the smell or your nose sheds tears when you touch it, it means that you are already a very experienced employee. I am a front-line employee, so I know this taste well. As a squad leader, during nearly two years of working as a squad leader, I have been constantly exploring, trying to find another flavor that can resolve and ablate the "spicy" flavor generated by users at the front desk. This is operator emotion. manage. After all, most people need to manage, control and regulate their emotions.

Before every new employee comes online, I will tell them that an excellent customer service representative only has skilled business knowledge and superb service skills. It is not enough. He must try to build on the following two points. Continuously improve the professional psychological quality of a customer service representative, learn to do boring and monotonous work vividly, and learn to treat work as a kind of enjoyment. First of all, we must treat users with sincerity, treat them as relatives or friends, and sincerely provide users with effective consultation and help. This is one of the prerequisites for a happy job. Then, when providing consultation to users, listen carefully to the user's problems rather than paying attention to the user's attitude. Only in this way can you stay calm, analyze and guide the user carefully, extinguish the user's emotional anger, and prevent the user from getting angry due to service attitude issues. Oil caused greater complaints from users.

In addition, in daily traffic management, I have been looking for a balance between the two management models of humanized management and institutionalized management. In order to prevent employees from having mood swings and affecting their service attitude when they are punished for violating rules and regulations, a more effective way to deal with it is to communicate with employees before punishment. The best way is to apply yourself to others and feel that you have grown up through your mistakes. , As long as a person has a certain mind and courage to bravely face and bear the consequences of his mistakes, there will be no difficulty that he cannot overcome. As the saying goes: If you know your mistakes, you can correct them, and there is no greater good. Therefore, there is no need to be depressed and avoid the mistakes you have made for a long time. "It is better to keep a broad perspective". This is the most rational choice in work and life. At the same time, it is also the best way to deal with the relationship with employees. Only in this way can the gap with the front desk be eliminated, create a relaxed atmosphere, stabilize employees' emotions and maintain a good service attitude.

Of course, while we continue to implement our above experiences and ideas and achieve certain results, in this pivotal position, we are more like a screw, working with the front and back offices of our department. There is effective cooperation among , team leaders, quality inspectors and department managers. At the same time, they also have relatively harmonious communication and exchanges with other groups or departments, so that the traffic management work is carried out in an orderly manner. In the process of doing my best to do my job well, I have a particularly profound understanding of the team. I was once moved by such a story:

When the flood was raging, people gathered on the dam and stared at the ferocious waves. Suddenly someone exclaimed, "Look, what is that?" A black spot that looked like a human head floated over along the waves, and everyone was preparing to rescue it when they got closer. "That's an ant ball." An old man said; "Ants are very spiritual. One year when there was a flood, I also saw an ant ball, as big as a basketball. When the flood came, the ants quickly formed a ball. Drifting with the waves. Some of the ants on the outer layer of the ant ball will be knocked into the water by the waves, but as long as the ant ball can land or hit a large drifting object, the ants will be saved soon. , the ants were like soldiers on a landing craft on the beach, opening up layer by layer, rushing up the embankment row by row quickly and orderly. A large ant ball was left in the water on the shore. Those are the heroic sacrifices from the inner layer of the ant ball.

They could never make it to shore again, but their bodies were still held tightly together. So calm, so tragic------So, I started to work hard for this: a cohesive team should be like an "ant" that can quickly huddle together to produce amazing strength and finally escape from danger when in danger. "With the mutual help and sincere unity of all employees in our call center, we are not afraid of the unreasonable entanglement of users, and are not surprised by the weird and cunning complainants. Well, how can we prevent a lot of harassing users!

Fortunately, our call center itself is a team full of passion and vitality, and everyone in it actively participates in the construction of this team with the dynamic support of "sail against the current, if you don't advance, you will retreat" . With good and tacit cooperation with another squad leader, we learn from each other's strengths and make up for our shortcomings. Coupled with the strong support and friendly smile of the department manager, no matter what difficulties we encounter, we can unite as one and pursue the best results. Effective handling methods can be used to overcome difficulties and carry out the traffic management work to perfection. As we all know, the public telephone service has always been the focus of user disputes and complaints. Public telephone and card users have the highest complaint rate in the call center every month due to business reasons. A large part of the pressure in the work of the monitor comes from this, so We always walk on thin ice when handling such complaints, and we are cautious, lest we cause cross-level complaints due to poor handling. Whenever we encounter a complaint that is difficult to decide or has a large impact, we always need the help and guidance of our superiors, which to a great extent reduces the pressure on the monitor's work. It is a kind of "if the sky falls, someone will carry it together" A sense of solidity. There are several such complaints in my memory, but all of them were near misses. In the end, it became an experience that forged our abilities and continuously enriched our customer service career.

Carefully recall the work process during this period and the current overall status of the public relations team. Although there have been major changes due to the joint efforts of all of us, there are still many shortcomings. and shortcomings are waiting for us to plan and improve. First of all, there is still a big gap between the requirements of the provincial bureau in terms of service quality and service awareness. Regardless of success or failure, we will continue to explore and try, such as conducting large-scale training on service awareness and emotion management to stimulate the front desk. Work motivation. Or in order to improve voice affinity, we conduct voice art training and call on all call centers to participate in poetry recitation contests under the advocacy and encouragement of the company's labor union. In the process of cultivating the charm of voice, the carrier of telephone communication is more vivid, and this is the result. An even better batch of customer service representatives. Then, management efforts will be further strengthened in terms of work discipline among agents and employees' ideological dynamics. Since the public telephone group has the largest number of people in the call center, it has a long way to go for the future work.

Therefore, no matter what changes will occur in my future work, I will not dare to relax at all, and will do my job more seriously and strive to overcome the weaknesses of personality and age. , push away obstacles and resistance, abandon the "ego", and go into battle easily. I believe that no matter how much time passes, I will change, but my personality of pursuing perfection and never giving up will never change.

2022 Property Customer Service Personal Work Summary Sample 5

Time flies, and half a year has passed before I knew it. In the past six months, with the care and help of the company leaders and colleagues, I , successfully completed the daily work of my job, and now I will make a summary of the daily work in the first half of the year.

1. Daily reception work

Fill in the "Customer Service Department Duty Reception Record" every day, record the owners' calls, complaints and service matters, and coordinate the processing results, timely feedback, telephone calls Return visit to the owner. The total number has reached thousands.

2. In terms of file management

Files are documents and materials directly formed in property management. Strictly follow the file management regulations for owner information, department files, repair orders, and daily work contacts. Letters, release slips and other information should be classified and organized more thoroughly to ensure a clear catalog and easy retrieval. The information of residents in each building should be boxed and the files of each department should be bagged and managed, and the arrangement should be completed on schedule and in detail.

Achieve standardized management, and at the same time formulate and improve the confidentiality system of information, regularly check the status of files, and make timely improvements if changes or lack thereof are made. In the first half of the year, *** received 64 repair reports of various types, processed 42 release slips, and 10 daily work liaison letters.

3. Model rooms

Model rooms are our window for external display and a platform for establishing our corporate image. At the end of each month, I will take inventory of the items in the model room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the model room are intact. In the first half of the year, the model room received a total of 70 visiting groups, with a total of 187 visitors.

4. Daily work of collecting various fees

In view of the fact that property management is a service industry with high investment, high cost and low return. To ensure that daily work continues to proceed normally, we must do a good job in collecting various expenses and ensure that they are collected in full and on time. In the first half of the year, *** collected property service fees of 79,212 yuan; private garden maintenance fees of 50,386 yuan; optical fiber usage fees of 2,000 yuan; pre-deposited water fees of 1,740 yuan; cable TV initial installation fees of 450 yuan; gas initial installation fees of 3,300 yuan.

5. Daily work of home service opinion survey

While completing daily work, the daily staff of our department actively go into the homes of community owners to collect opinions from various customers on property management. The opinions and suggestions in the process will continue to improve the service quality and service level of Century Xinzhu Community Property Management.

As of June 19, 20__, our department conducted a household survey on the owners of the community and visited 38 households, and issued 38 property service opinion forms. The survey found that the satisfaction rate of community owners on the daily reception work of our department reached 90%, the satisfaction rate on the reception of telephone repair reports reached 75%, and the satisfaction rate on the daily work of return visits reached 80%.

6. Experience and Gains

In the past six months, through hard study and continuous accumulation, there has been great progress in ideological understanding and daily work ability, and a customer service center has been established. Daily work experience, able to deal with various problems that arise in daily work relatively calmly, organizational management ability, comprehensive analysis ability, coordination ability and written and verbal expression ability, etc., have been greatly improved after half a year of training , ensuring the normal operation of the daily work of this position, being able to treat various daily work tasks with a correct attitude, loving the daily work of the job, and conscientiously working hard to implement it in the actual daily work. Actively improve one's own professional qualities, strive for initiative in daily work, have a strong sense of professionalism and responsibility, and strive to improve daily work efficiency and daily work quality.

7. Daily work plan for the second half of the year

1. Strengthen the learning and improvement of business knowledge, innovate daily work methods, and improve daily work efficiency.

2. Further strengthen the daily management of the customer service center, clarify tasks, and ensure that they are rigorous and orderly.

3. Based on the actual situation, consider more details, follow the leadership's intentions, coordinate internal and external relations, and help the leaders solve their problems.

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