Summary of property customer service work

Summary is a written material to review and analyze the study, work, life or its completion in a certain period, including achievements, existing problems, experiences and lessons. It can guide our next stage of study and work life. Learn together and write a summary. So how do we write a summary? The following is my four-point summary of the property customer service work, hoping to help everyone.

Summary of Property Customer Service Work 1 With the development of 20xx annual summary work, all the work in this year has come to an end. In this year's work, under the care and guidance of the company's leaders, the property customer service department has created a "star hotel-style property management service" for the owners with the service concept of "professionalism, pragmatism and efficiency", and various property management services have achieved phased results; Provide professional and satisfactory consulting services for customers, provide good service support for sales, and complete the property service guarantee work during the real estate sales with high standards; In view of the actual work situation this year, in order to ensure the smooth development of building repossession and customer service in 20xx community, this paper summarizes and analyzes the working ideas and existing shortcomings of 20xx community.

I. Main Work in 20xx

Looking back on 20xx, we have mainly completed the following work:

1, make preparations for the exhibition of the sales center in May Golden Week;

2. Put forward rectification measures for the problems existing in property site cleaning;

3. Water quality treatment of amorous swimming pools and artificial lakes;

In April and June, he began to take over the handover and daily operation management of the model house of the sales center;

5. Follow up and rectify the reception management, maintenance and existing problems of model houses during the opening period of real estate;

6. Maintenance, management and reception of model houses when seasonal typhoons land;

7. Participate in the owners' forum during the sales of real estate, and answer and communicate the property problems raised by the owners;

8. Explain the property management problems raised by customers in the owner interview, and prepare a unified explanation according to the actual situation of community management;

9. Supervise the cleaning service standards of the sales center and Z Island;

10, assistance and cooperation in promotion activities;

1 1. Docking and organization of property handover between the sales center and Z Island;

12, "Tribal Group Sales Model" service project market research work and property service project explanation training;

13, data collation and material preparation in the early stage of residential building handover;

14, the customer pays a return visit to the preliminary preparation of the owner's information docking, etc.

According to the tasks of different periods, combined with the actual situation and market situation of the community, the department actively assists and cooperates with the property management projects involved in the community; During the property concierge adjustment, I cooperated with the concierge on duty and assisted the concierge in ideological education, which achieved good stability.

Second, the main work content and specific practices

In the early stage of property management, due to the relative lack of personnel and materials, there were many actual operations on site; According to the characteristics of early management work, it is mainly to cooperate with relevant service departments to do on-site reception and sales activities; At the same time, according to the use and management of the property, put forward rectification opinions and follow them up; Lay a good foundation for later property management and customer service.

According to the actual situation of property management services this year, there are the following practices:

1, according to the actual situation of field work, grasp the service demand of the property in different periods.

In May this year, according to the promotion work; The garden landscape of the sales center property and residential area is open to customers, and the highlights of the garden landscape are "artificial lake" and "amorous swimming pool", which officially receives guests to visit; In order to ensure the clear water quality, the property management department started the water quality management work according to the actual situation; At the same time, explain the property management problems raised by customers; The practice is as follows:

(1) The property manager is responsible for coordinating the corresponding resources and trying his best to meet the customer's service requirements with high standards;

(2) Show sincere service attitude; In the early stage of water quality management, in the absence of on-site operators, the property manager personally completed the task in the aspects of dosing artificial lakes and vacuuming swimming pools, which was well received by the owners and employees.

(3) According to the water quality situation, consult water quality experts to determine the treatment plan;

(4) Provide professional property explanation for the owners to avoid property management disputes; In the process of the owner's interview, the property management problems that customers are more concerned about are recorded and summarized, and the problems that the owner cares about are uniformly explained, reported and printed into a book to avoid the deviation caused by repeated explanations by sales staff;

2, according to the actual situation of the property site, put forward clean rectification scheme.

There are many problems in the early cleaning work of the sales center, which leads to complaints from the owners; In order to ensure that the cleaning work is carried out according to the standard, high-standard cleaning field service is implemented:

(1) Formulate cleaning work system and cleaning management cycle according to site conditions;

(2) Issue a rectification notice for the unqualified cleaning projects of artificial lakes and sales centers;

(3) According to the owner's requirements, formulate cleaning service standards that conform to the actual situation on site, and supervise the implementation;

3. Complete the standardized handover of the model houses in the sales center, and prepare and revise the management regulations of the model houses.

In the early stage of the reception of the model house in the sales center, the property was not handed over, there were many problems in the use of the property, many problems left over by the project, and the overall quality of the visit was not high; To ensure high-quality access:

(1) Formulate a reasonable and applicable model house management system according to the specific situation of the model house in the sales center;

(2) Training the management personnel of model houses on relevant operational knowledge of model house management;

(3) According to the architectural design, construction quality, use function and other factors of the model house, put forward the rectification opinions of the model house;

(4) Follow up the management service loopholes existing in the use of model houses, communicate and coordinate in time to ensure the handling and implementation of problems;

(5) In the early stage of the handover of the model house, the project department failed to implement the handover rules and lacked standard handover information, so our department assisted in handling and formulating the standard handover model;

3. Maintenance, management and reception of model houses when seasonal typhoons land.

In the summer from July to September in Z, there are many typhoons, which are similar to the phenomenon that Typhoon Hagupit landed in Z, causing harm to more areas. In the meantime, in order to ensure the normal visit and reception of the model house, the property department arranges duty and guardianship according to the actual situation:

(1) Property leaders attach great importance to it, pay attention in advance and take precautions;

(2) A high sense of responsibility. When the typhoon comes in the middle of the night, seal the periphery of the model house with sandbags with the concierge to prevent rainwater from entering the model house;

(3) Coordinate and supervise the clean reception of board houses after typhoon; Ensure early opening;

(4) Follow up the damage caused by typhoon to the model house in time;

4, cooperate with the service department to do promotional activities.

(1) actively cooperated with the sales promotion work, coordinated the roles of various departments in the activities, and formulated the "Z Opening Work Property Cooperation Service Plan", which achieved good results;

(2) Actively participate in on-site maintenance activities and check on-site safety and service work;

(3) Put forward suggestions on the process arrangement of the property activity site;

5. Organize the property to take over the acceptance work and put forward the acceptance opinions.

(1) According to the actual situation of the sales center and Z Island, the takeover acceptance plan was determined;

(two) to draw up a takeover plan and put forward a memorandum of property takeover;

(3) Actively hold a coordination meeting on takeover acceptance to urge the completion of takeover;

6. Market research of "tribal group sales model" service project, and explanation training of service project.

According to the work plan of "tribal group sales model", the local market survey is carried out to determine the feasibility and quality standards of the service projects.

(1) conducted a market survey on more than 30 service units in Z service market, completed negotiations on 24 service units, and determined 16 service units;

(2) Market investigation and report on the feasibility of service projects;

(3) Make training plan and implement basic quality training according to the basic quality of pre-interpreters;

7. Preparation of building repossession data

According to the overall arrangement of the working hours of repossession, sort out and review the use data in the early stage of repossession;

(1) Draw up the recycling table and determine the recycling form;

(2) The compilation, revision and proofreading of the owner's life guide for the aristocrats;

(3) Summary and classification of various daily forms, and review of various daily work processes in the customer service center;

(4) Prepare the copying and sorting of the owner's data, and make preparations for the customer's return visit in the early stage of repossession;

Third, there are shortcomings.

1. Communication with customers Due to the late staffing this year, the property service work is obviously in a passive situation. Professional and meticulous hotel-style property services cannot be reflected.

2. For the property handover of the sales center, Z Island and surrounding gardens, we urge Party A to rectify, and the handover period is too long.

3. The outsourcing cleaning company's working standards and supervision are not enough, and the on-site special cleaning standards are not high, so Party A has a big opinion.

Four. Concluding remarks

In the 20xx annual work, according to the actual situation of the previous property management, the property management department earnestly fulfilled the service concept of "serving the owners and helping the partners to achieve the highest market value" and put forward the work plan of "Z recent property service suggestions". Played a leading and exemplary role in daily work, and made every effort to pave the way for customer service and early repossession; I believe that in 20xx, the customer service work will be held in by going up one flight of stairs, and the repossession will be successfully completed.

Summary of property customer service II. Conscientiously implement the daily management of each class in the department; Warmly receive visiting owners and business units; Seriously and patiently handle 67 owner check-in procedures and 40 decoration procedures; Cooperate with the owner to strictly inspect the house, report the problems to the developer by telephone and in writing in time, and carry out rectification and continuous tracking.

Strictly grasp the daily and monthly inspections of water and electricity and public facilities and equipment; The secondary water supply can't be supplied normally due to the debugging problem of the transformer in the first-level water pump room. The customer service center makes emergency plans in time, and while solving the owner's secondary water supply problem, urges and assists other units to debug the transformer in the water pump room, and the electrician class employees work overtime to assist in debugging and learn relevant skills; With the joint efforts of everyone, the secondary water supply in the community can operate normally.

The convenience service and daily minor repair service provided by the company have solved the problems in life for many owners, especially the elderly and women, and won unanimous praise from the owners.

Adhere to strict daily decoration management, door-to-door inspection by the security department, supervision by the cleaning class, timely feedback and communication when illegal decoration is found, and put forward rectification opinions.

Do a good job in the registration of residents' complaints and send people to investigate, verify, handle and pay a return visit. So far, there have been no major effective complaints.

Supervise the greening contractor to maintain the flowers and trees in the community in time (watering, weeding, pruning, fertilizing, replanting, etc.). ), the overall greening effect of the community has been greatly improved.

In 3 xx years, with the strong support of the company's leaders and the unity and cooperation of all departments, our customer service department, with the hard work of its employees, learned the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to properly handle business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year.

As of xx, 65438+February and 65438+September, * * * 3 12 households have completed the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.

The following is the completion and analysis of important tasks.

I. 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) opinion survey on domestic service

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.

Summarize the shortcomings, problems found and difficulties encountered in the work.

1. Since our department has not received professional training in property management, we still need to systematically learn knowledge about property, and further strengthen our service level and communication skills.

Second, the owner's follow-up and feedback on various missing projects are not timely enough;

Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

Summary of Property Customer Service 4 Xinfu has been more than two months, and I can vividly remember working here. It's really not easy for me to know nothing from the beginning and now I can handle some emergencies by myself!

In the early stage of coming here, I didn't understand the front desk work well, so I always made mistakes in my work and there were always many problems. There is nothing wrong with having a problem. The mistake is that you can't analyze the problem! Time goes by day, from not knowing what to do at first to taking the initiative to find something for others. This is my own progress, but also the progress of my life! I was right to come here. There are many choices in life. How to make the right choice? In fact, you just need to understand what you want this time. The new wealth gave me the opportunity to exercise my eloquence and let me know how to communicate well with others.

During my work here, I learned what procedures I need to go through to close the house and what to pay attention to in the process of closing the house. This is all a kind of learning! The receptionist at the front desk is actually very trained. For me who is careless, I really got a good exercise. Although there are still many problems in filing forms at the front desk, I have made great progress compared with the previous one. I want to pursue better and make better achievements, which is what the company needs all our new rich employees to do!

Our supervisor always tells us that going to work is not about how much money we need, but about finding a sense of belonging and honor in our work!

Two weeks after I came, the supervisor asked us to start urging the property fee. I met the owner of Building 2 by chance. He kept asking me about the real estate license. At work, I always remember that every action I do now is to prepare for my future work. Although I was not very clear about handling the real estate license at first, I took the trouble to help him ask many places and try my best to let her know more about handling the real estate license! Later, she came to us and paid the property fee for three years at once. Although there are only more than 5,000 yuan, it is only natural to pay the property management fee, but I still feel that this is an affirmation of my work, and we have found a sense of honor here!

The above is what I learned during my stay in Xinfu. I can't work just to study, but also to create value for the company. Although I came to Xinfu Service Center on May 14, 20xx, in order to further improve my quality and professional level, I made the following voluntary commitments:

1. Wear work clothes according to company requirements. Work clothes should be neat and tidy, and work cards should be worn at work.

2. When answering the owner's phone, ring within 3 rings, pick up the phone and report clearly: "Hello, this is Xinfu Property. What can I do for you? " Listen carefully to the reason why the other party called. If you have anything to say or ask, write it down one by one and try to reply in detail. After the call, say to the owner in a calm tone, "Thank you, goodbye!" "

3. When calling the owner, after answering the phone, take the initiative to greet the other party, "Hello, this is Xinfu Property", use honorifics to confirm the room number and the caller's name, explain clearly what to do, and say "Thank you, goodbye" after the call.

4. The owner went to the service center for help or complaint, stood up when he entered the door, and greeted the owner with a smile: "Hello, what can I do for you?" Listen carefully and patiently to the problems mentioned by the owner, register completely and deal with them in time to ensure the return visit rate of 100%. When the host left, he stood up and said, take your time and welcome to come again! "

If you can't voluntarily do the following punishment according to the above, you will be fined 100 yuan, clean the whole corridor and use the off-duty time!