Year-end work summary of property customer service at the end of 2022 (5 articles in total)

?Time passes by inadvertently, and another difficult year is coming to an end. The company has issued a year-end summary on property customer service. Through a year's summary, we can find out the strengths and weaknesses in our work. No matter what happened in the past, we all need to have a hopeful heart in the future! Please read the "Property Customer Service Year-End Work Summary for 2022 (Complete of 5 Parts)" that I compiled for you and me. We strongly recommend that you bookmark this page for easy reading! Year-end work summary of property customer service at the end of 2022 (Complete 5 articles) Part 1

? Another year has passed, and I have come here to do property customer service work. It can be said that I am very familiar with it. Even so, I still I feel that I have made a lot of progress this year. Through my own efforts and some training organized by the company, I have learned a lot and applied it in my work to do a better job for the owners and help them solve their problems. , handle things well, and get recognition, I am also here to make a summary of one of the tasks of this year's service.

? There is actually quite a lot of property work, and it is quite trivial. The epidemic at the beginning of the new year actually affected our work a lot. However, the owners also understand and cooperate seriously in order to prevent and control the work. , I am also actively doing what I should do. Some things that really need to be dealt with are arranged by the master, but I have not slackened on the prevention and control that should be done. It is the job that I should do to provide good services to the owners to satisfy them. , this epidemic has also made the entire community more united. They are all willing to cooperate, which greatly reduces the burden of my work. After the epidemic gradually eased, the owners had a lot of problems. However, I was also conscientious and responsible, handling them one by one, providing good services, and getting good results. In order to gain recognition, I am familiar with the owners from the previous work, and they are willing to cooperate. After one year, the work was completed. Although sometimes some owners were not so easy to deal with, I always used my service attitude to do a good job. Although sometimes it was hard and sometimes it was easy, I never relaxed.

? I have done a good job in the work, and I have accumulated a lot of work. I am more familiar with the property than before, and the company organized some trainings and visits to peer property companies, which made me I also gained experience through exchanges with my peers, and I became clearer that although this job may seem basic, it is also very training, and I am grateful to continue working in this position. I have gained a lot, and I can see my abilities more clearly. I understand that I have some shortcomings, but I still need to keep learning to make up for them. This year, in addition to the company's training, I also communicated more with peers, some problems were solved, and my working methods were further improved. I am more motivated to do a good job in the future and understand that there is still a long way to go. There is a way to go.

? I have improved my abilities and done a good job. This year has been very fulfilling. I have seen some shortcomings, which also makes me clear how to do a good job in the coming year and the direction in which I want to work hard. I am very grateful. The work of customer service needs more recognition, so I must continue to do a good job. At the same time, I feel that time flies too fast, and I have to work harder. Things in my future job will also be the same for me. The more experience you accumulate, the better you can do.

? 20xx year-end work summary of property customer service at the end of 2022 (5 articles) Part 2

20xx can be said to be a year of growth and development for xx property. This year, we have been continuously improving and perfecting various management mechanisms. Among them, the work of the property customer service department has received the care and support of the company leaders, and also received strong assistance from various brother departments. After a year of hard work by all customer service staff, various work systems have been continuously improved and implemented.

The concept of "service first, work with heart" is engraved in the mind of every customer service staff. The New Year has arrived. Looking back on the customer service work over the past year, there are gains and losses. The work of the year is summarized as follows:

? Six of the eight employees in the customer service department this year have worked for less than half a year. They are also the fresh blood of the company. After joining the department, they mastered the work procedures of the department in the shortest time and adapted to their jobs as quickly as possible. The customer service department Employees study job knowledge carefully and answer owners' questions in a timely manner. It receives more than 10,000 calls and visits every year, and customer service staff visit more than 200 owners and deliver more than 20 notices of various types. As of the end of December 2012, 8,483 households have received housing, and 6,976 households have completed decoration. There are currently more than 3,500 households living in the community.

? Collection of property fees this year; the dates for collection of property fees for periods 1, 2, and 3 are now divided into four stages, which adds a certain degree of difficulty to the collection of property fees. Since August, the customer service department has carried out telephone reminders for property owners who are in arrears with property fees, requiring them to pay property fees by remittance and counter settlement, and reminding owners who are currently living in the community and have maliciously defaulted on property fees. .

? Time limit and suspension of all services are required to collect property fees. During the process of collecting property fees, although our customer service staff were misunderstood and verbally attacked by the owners, the customer service staff were able to Provide explanations to owners with a service-oriented work attitude. As of the end of December, 6,247 owners had paid property fees, accounting for 75% of the total. This achievement is inseparable from the efforts of each of our customer service staff.

? In order to ensure that community owners can take the shuttle bus normally, and to prevent people from outside the community from taking the shuttle bus, which would waste community resources. The customer service department has standardized the issuance of owner's ride cards. When issuing cards, the owner's information is strictly checked, and each card is limited to one household. The identity of the owner who recharges the card is checked, and the owner's report of loss and replacement of the card are all registered and recorded, and the control of rides is controlled. The problem of the outflow of trucks. In the past 15 years, the main repair items reported by the owners were water seepage in the exterior walls, water in the bay windows, water seeping into the downstairs of the undecorated house, water leakage in the bathroom sewer pipes, common problems such as door locks and windows, corridor lighting, elevator outage, etc. . The customer service department has reported the above problems in time, dispatched workers to solve them in time, and done a good job in return visits.

? Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in this department are now as follows: The professional quality and service level of employees are low. , mainly manifested in the immaturity of problem-solving skills and methods, insufficient experience in dealing with emergencies, and not very high professionalism in service. The coordination and handling of problems is not timely and appropriate. There is a lack of department coordination, follow-up and reporting in terms of complaint handling, owners' opinions and suggestions, and owners' help.

? Work plan and focus in 20xx: The key work of our department in 20xx is to further increase the level of property fee charging. On the basis of 15 years, it will increase by 1 to 5 percentage points, and department management will be basically institutionalized. , employees’ sense of responsibility and service level have been significantly improved, all service tasks are carried out in an orderly manner, and the owner satisfaction rate has been improved. Department training has been strengthened to ensure that the level of customer service business has been improved, and the work of various departments has been closely coordinated to handle owner disputes and opinions in a timely and appropriate manner. suggestion.

? At the same time, I hope to have the opportunity to study in a more mature community, master a better sense of service, and improve my professional level. The new year has arrived. I hope that every member of our team will cherish the harmonious atmosphere together, create more surprises and transcendences, and better exert team spirit to achieve "no complaints from owners, no regrets from service, and no blind spots from management." As the work goal, the customer service department will face the new year with a fuller spirit and work together to write a new and glorious page for xx Property Company.

I have changed from an ignorant student to a member of xx who shoulders important work responsibilities, and I have also become familiar with customer service work.

? Many people don’t 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 nothing happens. In fact, it is not the case. To be a qualified, Competent customer service personnel need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and responsibility for their work. Otherwise, many mistakes and dereliction of duty will occur at work.

? The front desk is the information window of the entire service center. Only by keeping information channels open can it facilitate the development of various services. Customer service staff must not only receive various repair reports, consultations, complaints and suggestions from owners, but also It is also necessary to follow up on the work of each department in a timely manner and conduct follow-up visits on the completion of repair appointments and reports.

? In order to improve work efficiency, while continuing to make various reception records, the front desk is also responsible for the statistics and archiving of various information, so that the storage of various information is more complete, the search is more convenient, and the originality is maintained. The integrity of the data is ensured, while all work is carried out according to standards.

? The following is my main work content this year:

? 1. Archive and manage the owner's archives as required, and track and update changes in a timely manner.

? 2. Respond to owners’ repair reports and inquiries in a timely manner and record them on the owner information registration form.

? 3. Handle the owner’s procedures and certificates for house collection, check-in, decoration, etc., and archive the owner’s information, files, and keys.

? 4. Classify the problems reported by the owners and contact the construction party for maintenance, tracking and feedback.

? 5. Receive information from all aspects, including information from owners, decoration units, real estate companies, construction units, etc., while keeping records, notify relevant departments and personnel for processing, and track the process, Make a follow-up visit after completion.

? 6. Data entry and document arrangement. For the company's information documents and relevant meeting minutes, carefully enter, arrange and print, and prepare forms and documents, draft reports, etc. according to the work needs of each department.

? 7. Replacement and putting into use of old and new forms.

? 8. Complete other tasks assigned by superior leaders.

? In the process of completing the above work, I learned a lot and grew a lot. The hard work at work has shaped my character and improved my psychological quality. For me, a person who has just entered the society and has not had enough work experience, it is inevitable that I will encounter various obstacles and difficulties at work. Fortunately, with the great help of the company leaders and colleagues, I have been able to succeed in my work. I dare to face difficulties when I encounter them, dare to accept challenges, and my character gradually settles down.

? In xx Property I deeply understand the true meaning of professionalism and service with a smile. 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 focus on your work, pay attention to the customers' concerns, and always keep smiling, because what I represent is not only my personal image, but also my personal image. The image of the company.

? In this year of work, I have deeply realized the importance of details:

? Details are often looked down upon or even ignored because of their "smallness". It often makes people feel cumbersome and has no time to take care of it. Every day in XX, I understand that details cannot be neglected or sloppy; whether it is every line of text and punctuation in the notice, or the refinement of the service emphasized by the leader, and no dead ends in sanitation, etc., I am deeply impressed. Realize that only by going deep into the details can you get rewards; details produce benefits, and details bring success.

? Work and study have expanded my talents. When I complete every task assigned by my superiors seriously and diligently, what I get in return is the support and affirmation of my superiors.

The Christmas and New Year's Day residential layout plan that I just completed two days ago is the first plan I have made. When the plan was unanimously approved by everyone, my heart was filled with the joy of success and affirmation of the work; as for the next bulletin board I will treat the layout seriously and responsibly as well as the park signage system and the layout plan of the Spring Festival community, and do my best to complete them one by one.

? In the new year of 20xx, I will work hard to correct the shortcomings in my work in the past year, constantly improve myself, and focus on strengthening the following aspects of work:

? 1. Consciously abide by the company's various management systems.

? 2. Work hard to learn property management knowledge, improve communication skills with customers, and improve customer service reception procedures and etiquette.

? 3. Strengthen copywriting production capabilities; expand various work skills, such as learning how to operate PHOTOSHOP and coreldraw software, etc.

? 4. Further improve your personality, increase your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work.

? 5. 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 lucky to join the excellent team of xx Property. The cultural concepts of xx and the working atmosphere of the customer service department have unconsciously infected and pushed me; they have allowed me to learn at work and Grow while learning; also determine the direction of your efforts. At this moment, my biggest goal is to strive to challenge myself and surpass myself in the new year's work, and to make greater progress with the company!

? As an ordinary property customer service specialist, my main job responsibilities are to be familiar with and master the regulations, systems, and policies in property management, constantly improve and update my knowledge structure, and keep up with the times. The development direction of property management; the second is to use the theoretical knowledge learned to guide one's actual work, and do one's best to handle and coordinate the relationship between the enterprise and the owner; do every job conscientiously and always maintain Maintain a good mental state, adhere to the idea of ????serving first and supplementing management, win the trust of owners, and maintain a good image of the company. As a member of the company, this is what I have to do.

, with the hard work of department employees, they conscientiously study the basic knowledge of property management and job responsibilities, warmly receive owners, actively complete various tasks assigned by leaders, handle procedures in a timely manner, provide considerate service, and do their best to handle repair reports, complaints, return visits and other business services. Properly and successfully completed various goals and plans set at the beginning of the year.

? As of xx, xx, 20xx, 312 households have completed the house handover procedures. 171 households have undergone two renovation procedures, 126 households have had their houses inspected twice, and 106 households have had their deposits refunded after two renovations. 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' calls, visits, complaints and services 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 content of the notifications to provide relevant explanations.

? 3. Handling complaints about missing projects from owners

? Before August 18, 20xx, *** issued 86 contact sheets for missing project maintenance work, and the development company’s engineering department completed the maintenance There were 28 replies and a completion rate of 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, 20xx, 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, the staff of our department actively went into the homes of community owners to collect opinions from various customers on the property management process. We will continuously improve the service quality and service level of property management in Century Xinzhu Community based on our opinions and suggestions.

? As of xx, xx, 20xx, 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 the work

? Assist the Sanhe Street Police Station in conducting a census of the owners living in the park. We handled the in-house household registration change certificate for 10 owners 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 of property management. Concepts, communication skills of property personnel, and various aspects of property management work, combined with comprehensive knowledge of relevant laws and regulations, a more systematic training and study was conducted. Department employees were transformed 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. Train department employees from a team with no knowledge of property management to a team with certain property management knowledge.

? The shortcomings, problems discovered and difficulties encountered in the work are summarized as follows:

? 1. Since our department has not received professional property management training, regarding the property management Knowledge still needs to be learned systematically, and service standards and communication skills also need to be further strengthened.

? 2. The owner’s follow-up and feedback on various missed projects are not timely enough.

? 3. The timing, methods and methods of collecting various property fees are not perfect enough. One owner called upon the property owner to pay the property fee when it was due, and one owner failed to pay. There were 49 households with insufficient prepayment of water and electricity bills and 7 households with unpaid bills.

? 4. Customer service work is highly stressful, and employees’ physical fitness and self-psychological adjustment abilities need to be continuously improved.

? 5. The content of customer service work is trivial and complicated, and there is an urgent need for scientific and formal work processes to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

? 6. The construction of spiritual civilization in the community, such as carrying out various forms of publicity and organizing cultural and entertainment activities for owners, has not yet been organized and carried out.

To sum up, in 20xx, with the full support of the company leaders, the vigorous cooperation of various departments and the joint efforts of department employees, our department has achieved certain results. However, it has not yet fully met the company's requirements. There is still a long way to go before the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the property company manager, we will follow the national and municipal government policies and regulations on property management and the xx community. The "Temporary Management Regulations" provide owners with standardized, fast and effective services, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for owners, and improve the service quality of the property.

? Property customer service year-end work summary at the end of 2022 (comprehensive 5 articles) Part 5

? This year’s work is over here, and there are a lot of gains this year. It can be said that the work of this year has been completed relatively well. This year, under the leadership of the leadership and the cooperation with colleagues, it can be said that we have successfully completed our work this year. Before starting next year's work, I will make a personal summary of this year's work. I hope that I can find some of my shortcomings during the summary and better start my new phase of work.

?As a customer service member of our xx property company, I work in the property management office of xx community. My main task is to solve the residents’ problems. When the residents call the property management office, When the management office comes to seek help, it records their problems and sends people to come to deal with the problem. Afterwards, they must also conduct follow-up visits in a timely manner to ensure that residents are satisfied with our properties. The work is indeed very simple. The difficulty lies in communicating with the residents. Nowadays, there are a lot of news about irresponsible property management on various online platforms, so this has led to a decrease in residents’ trust in the property management. Therefore, the relationship between the property management and the residents has become more and more tense. If the problem is not handled well, it may Will lead to conflicts.

Since the resident has called, it means that the resident needs help, so the first thing to do is to appease the resident’s emotions. When encountering problems, emotions will inevitably change. Okay, but only when the residents are in a good mood can effective communication be achieved, so we must first appease their emotions, guide them to talk about some of their problems, and tell us how to solve the problems based on their problems. The attitude must be sincere. No matter what the residents say, they should maintain a good mood. Otherwise, not only will the matter not be handled well, but it will also cause greater conflicts.

?In this year’s work, I also discovered many shortcomings of my own. There are some things that I still cannot handle well. I also learned a lot of ways to deal with problems from the manager of our customer service department. I found that there is still a big gap between me and the manager. I will have to work harder in the future and learn more from the manager so that I can There is more progress. I hope I can gain more in the new year. My plan is to go online more during my break to learn from other customer service experience shared online, and absorb some experience that suits me based on my actual situation to improve myself. work ability.

?In the new year, I will continue to maintain my current state of hard work. I am also ready to meet the tests and challenges of the new stage. I hope that in the new year I will continue to work hard. There will be more gains and progress, and I look forward to the arrival of the new year's work.