Annual Work Summary of Property Customer Service Department

Model essay on annual work summary of property customer service department

A period of work ended inadvertently. I believe everyone has gained a lot since this time. It's time to sum up the work seriously. But how to write a work summary to make a difference? The following is a summary of the annual work of the property customer service department, which I compiled for reference only. Welcome to reading.

Annual Work Summary of Property Customer Service Department 1 1. 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 notices were sent by using the short message group sending tool, so that the intention of the notice was sent in time, in detail, with clear expression and accurate words, and at the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Third, the owner missed the project complaint handling work.

Before August 18, xx, * * * 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

On August 4th, xx, the basement water seepage accident * * * 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 February 65438+xx and September 65438+September, 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.

Annual work summary of property customer service department II. First, improve the service quality and standardize the front desk service.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly for the front desk service specification, front desk service specification language, etiquette and etiquette, manners and manners, send guests off etiquette, answer the phone etiquette, manners and behavior, front desk business specification language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of owners.

Two, standardize the service process, property management towards specialization.

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the park, strict checks are made, inspections are strengthened, and illegal operation and decoration in the park are found. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a commission system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly doing a good job in employee training to improve our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service at any time. Front desk service personnel must stand to serve, and company leaders and owners should say hello when passing by the front desk. In this way, the image of the customer service department, the image of the whole property management company and the service nature of the property management company have been improved to a certain extent.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

Annual Work Summary of Property Customer Service Department 3 1. Deepen the implementation of the company's rules and regulations and the property department system.

On the basis of the preliminary improvement of various rules and regulations in 20** years, the focus of 20** years is to deepen implementation. Therefore, according to the development of the company and the continuous development of the property management industry, the customer service department of the property management department actively responds to new forms and needs, and combines the actual situation of Blue International to train and assess customer service personnel in batches to deepen their knowledge and understanding of property management. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service of the property department has also adjusted the relevant customer service systems in time to better adapt to the new situation;

Two, integrate theory with practice, and actively carry out the training of customer service personnel.

A good customer service management and service, staff's professionalism and work attitude play a decisive role. In view of the lack of theoretical knowledge of customer service staff in xx years, a lot of training in 20 years focused on customer service staff:

1. There are various training forms such as theoretical explanation, practical operation and discussion, which fundamentally improve the comprehensive quality of customer service personnel.

2. In line with the idea of going out and inviting in, employees were organized to visit and study Jones Lang LaSalle and other brother enterprises, which broadened their horizons and made the management concept keep pace with the development of the industry.

3. Actively respond to newly promulgated laws and regulations. The most important new regulation of XX property management industry in 20** years is the heating management regulations of XX city. In view of this situation, the leaders of the commercial management company arranged customer service personnel to participate in the regulation training organized by the heating company in time. Through this research, our work is more comfortable. At the same time, the customer service of the property department organized personnel to study and discuss for the first time. And a strict closed-book examination was conducted, which deepened the memory of the customer service staff on the basis of understanding, made sufficient theoretical preparations for the heating work in xx winter, and ensured the smooth development of the heating work in XX winter. By the end of xx, there were no complaints caused by heating work.

Third, the annual review of the property charging standard and parking fee standard in xx was completed as scheduled.

Standardized property management enterprises must have laws to follow in charging and service work, and charge fees in strict accordance with the standards of price management departments. In April, xx, we actively prepared relevant materials, examined the property management fee standard of Blue International Building, resolutely put an end to the phenomenon of arbitrary charges and safeguarded the legitimate rights and interests of the owners.

Fourth, actively respond to emergencies and do a good job in post-earthquake maintenance and interpretation.

5. 12 Wenchuan earthquake caused different degrees of damage to many places. As a place not far from Wenchuan, Xi 'an has been greatly affected, and the international building has also been damaged to varying degrees. After the earthquake, the customer service of the property department is responsible for the coordination and follow-up of the building maintenance work. From the very beginning, the customer service staff followed up the maintenance work with a highly responsible attitude to the company, and the customer service staff was also responsible for the comfort of the damaged car owners. In order to take into account the dual interests of the company and the owner, customer service personnel often communicate with the owner to explain. Because some owners don't understand, the work is very difficult and the maintenance work is not very smooth. However, everyone did not flinch. In the end, after nearly a month, the maintenance work was successfully completed, and there was no trouble from the owner, which balanced the interests of both parties. In order to enhance everyone's ability to deal with emergencies, the Customer Service Department of the Property Department applied for and purchased the Emergency Guide for Public Emergencies in XX Province and distributed it to the owners, so that everyone can learn the ability to deal with various emergencies.

Five, in response to the call of the state, actively promote energy saving and consumption reduction of office buildings.

With the rapid development of science and technology, the use of energy is becoming more and more tense, and the promotion of energy conservation and emission reduction in all walks of life has been promoted to a certain height. In response to the call of the country, the customer service of the property department contacted the planning department of the company, put forward suggestions on energy saving and consumption reduction, and publicized them among the owners, so that everyone can develop good working and living habits and achieve the purpose of energy saving and consumption reduction. At the same time of saving energy and reducing consumption, the customer service also made common sense of heatstroke prevention and cooling according to the actual situation of high temperature in Xi 'an in summer, and distributed it to every car owner, so that everyone can keep in good working condition and improve emergency response ability when encountering such problems.

Sixth, the late sporadic delivery work was carried out in an orderly manner.

By the end of xx, 65,438+080 rooms have been delivered in the International Building, including 46 rooms in Area A and 65,438+034 rooms in Area B. 176 households have been renovated. With the strong presence of large enterprises such as xxx, the commercial atmosphere in xxx area is stronger and its international reputation is constantly improving.

Seven, property fees gradually on the right track, the cost indicators completed on schedule.

The collection of property fees in 20** years has increased the difficulty of customer service due to objective conditions such as the Wenchuan earthquake. In the face of heavy resistance, all customer service personnel in the property department are not afraid of difficulties. With patient explanation and smiling service, the owners gradually realize that the losses caused by objective reality are beyond anyone's control. In the whole year, the total amount of property fees collected was more than 990,000 yuan, and other income such as parking fees and advertising fees was more than 280,000 yuan, which basically achieved the charging target set by the company at the beginning of the year. At the same time, the users who have been in arrears for xx years have been actively collected, and all of them have been paid except for some living outdoors that have not been renovated in the field for the time being.

Eight, actively contact developers to handle real estate for the owners, and safeguard the legitimate rights and interests of the owners.

Since the handover began in September, 20**, the customer service of the property department has reported to the developer in batches to handle the real estate license for the owner according to the time when the owner closed the house. By the end of xx, a total of 95 households had obtained the Blue International Property Ownership Certificate, which guaranteed the legitimate rights and interests of the owners after purchasing houses internationally and greatly improved the integrity of the company.

Nine, actively cooperate with relevant departments to carry out the work, give play to the overall advantages of property services.

Property management is mainly composed of customer service, security, engineering maintenance and cleaning, and all departments cooperate with each other to give full play to the maximum energy of property management. In the past 20** years, the cooperation between customer service and other departments is generally as follows: the fire safety of buildings is the first, and the property management department holds a fire drill every year. The customer service of the property management department successfully completed the fire drill in xx year with a positive and responsible attitude; Heating every year is also a complicated job. Contact beforehand, follow-up afterwards and explanation all need the close cooperation of engineering and customer service. Thanks to everyone's division of labor and cooperation, the heating work was successfully completed this year. All these show that the strength of a collective is powerful, and no work can be completed by a certain department alone. Only through everyone's cooperation can the property department make continuous progress. The customer service of the property management department not only cooperates with each other within the department, but also actively cooperates with other departments of the company. For example, in order to promote the company's sales, it cooperates with relevant departments to distribute the company's sales promotional materials and urge customers who are in arrears.

Ten, according to the actual situation, timely adjust the relevant provisions of the cleaning contract, in 2009 to complete the renewal of the cleaning contract.

After two years' operation, it is certain that the overall level has been greatly improved. But some details are still not good enough. The customer service of the property department shoulders the inspection and supervision of cleaning some office buildings in the international building. Through this year's work, we have also made improvements according to the actual situation of cleaning. In the renewal of the cleaning contract in 2009, the customer service of the property department played an important role, participated in the revision of the cleaning contract terms, cleaning quality standards and assessment, and worked hard.

Eleven, owner satisfaction is the ultimate goal of property management services.

After our investigation on the satisfaction of the owners in xx years, the statistics are as follows. In this survey, 80 questionnaires were distributed and 78 questionnaires were collected. Overall, the owner's overall satisfaction with property management is 965,438+0%. The specific analysis is as follows: the handling of complaint reception is only an important work of property customer service management. According to the summary of monthly complaints for one year, we received 130 complaints throughout the year, among which there were valid complaints.

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