Summary of customer service work of big property: 6 articles

Big Property 1 Customer Service Work Summary

The busy xx year is coming to an end. Looking back on the work of the past year, I

Summary of customer service work of big property: 6 articles

Big Property 1 Customer Service Work Summary

The busy xx year is coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since the introduction of "one-on-one butler service" in March of xx and 9, no matter what problems we encounter in our daily work, we can do it without shirking. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the 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 community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of 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 is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

1, do a good job in 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 help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

2, do a good job in professional knowledge training, improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. Mainly combined with the "Regulations on the Property Management of Residential Areas in xx City", "Measures for the Management of Residential Properties in xx Industrial Park", "Measures for the Management of Residential Interior Decoration" and other relevant legal knowledge, the problems encountered in practice are solved legally, and it is clear that property management is not always guaranteed, nor is the property management company responsible for everything. The company also selected some classic cases for discussion, analysis and research. We need to constantly learn and accumulate experience in our work.

Xx will be a brand-new year. With the continuous improvement of our service quality and the increase of residential owners, the property will move towards a higher and stronger goal, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for our xx property company Yiting service center! Our work plan for xx years is:

1. Follow up the situation reflected by the owner in the satisfaction survey of xx, so as to improve the occupancy rate of xx.

2, continue to standardize the work process, earnestly implement the responsibilities of each position.

3. Implement the Service Specification for Customer Ambassadors, Terms and Conditions of Service Specification for Delivery Reception Personnel, gfd, speaking etiquette, sending off guests, answering and behavior etiquette, and improve the quality and service level of employees.

4, fully cooperate with all departments to do a good job of housing delivery.

5, do a good job of decoration inspection, reasonable arrangement of relevant personnel inspection, timely detection, timely treatment.

Time flies, I have been working in xx service center for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

Summary of customer service work of big property II

The first half of 20xx is the beginning of the formal collection of property management fees and pool fees in various property communities. During this period, he experienced major events such as the China Lunar New Year and the change of company leaders. The customer service work in the first half of xx mainly includes the following points:

First, the arrangement of return visit information

After sorting out the results of the return visit, we can find the service effect of the reception desk and various business departments through statistics, deal with the problems found in time and correct them in time. For example, during the occupation, the rectification problems reported by the owners (confiscation of buildings) were not followed up. After investigation and statistics, we found that many owners have reflected this phenomenon. After being put forward at the regular meeting, the current problems have been basically improved.

Second, supervision and improvement.

Supervise customer service personnel to input and count various documents to improve work performance. Regarding the improvement of decoration technology, compared with many decoration events in xx, the decoration business in the first half of xx was less. After listening to the suggestions of some owners, we also provided better and more convenient services for the owners. We shortened the time for decoration approval from the original three days to the application for on-site approval in line with the decoration management regulations.

Third, the handling of complaints and return visits

From 20xx to 20xx, the owner issued a total of 406 complaints, of which 37 1 has been handled and 35 are pending. Among them, there were 47 complaints/kloc-0 in the first half of xx. In terms of complaints to the owners, the customer service has always kept a complete record, and designated a special person to connect with the company's developers and other departments to be responsible for following up whether the owners' complaints have been handled, so as to avoid the owners' complaints again and avoid the expansion of the problem, which has played a certain role in improving the satisfaction of the owners. 254 rectification orders, 248 of which have been processed, including 50 rectification orders in the first half of xx, with a return visit rate of 98%.

Fourth, the late sporadic delivery, decoration work in an orderly way.

By the end of X in xx, 444 units had been signed up in each community, including 36 units in the first half of xx, and 943 pairs of passes were renovated 159 units, including 39 units renovated in the first half of xx and 249 pairs of passes.

Five, the property fee work gradually on the right track, the cost indicators completed on schedule.

There are 442 households with accumulated charges, and 2 households without charges are 8-20 1 and 12- 1702 respectively. 8-20 1 is the owner who didn't take over the building. 12-2702 can't deduct money because the provided bank card is expired. The charging rate reached 99. 55%。 All pool fees were also collected as scheduled, and 73 households were owners who did not pay public utilities in advance. Except for local owners, the pool utilities are basically recovered. More than 50 households have gone through the bank collection procedures, and the finance department must go to the bank to handle the relevant deduction procedures. Collection rate of decoration garbage clearance fee 100%.

Sixth, customer satisfaction.

In order to improve the overall satisfaction of the owners and create a good community atmosphere, we completed the layout of the lobby of each floor of the community years ago. In the traditional festivals in China, send congratulations to all the owners who have stayed in the group; In March, we organized Arbor Day with the owners, developers, neighborhood committees and property management companies, which made our owners have a deeper sense of identity with their homes and made our parks more perfect and colorful like gardens. In April, we made a survey on the satisfaction of the owners in the community, and sorted out the opinions and suggestions of the small owners. And answer them one by one. We are deeply grateful for the favorable comments given by the owners. We will continue to work hard in this regard; We are also deeply grateful to the owners for their criticism, because with their opinions and suggestions, we can better improve and improve. In April, we also launched the Customer Care Month to provide voluntary services for small electrical appliances maintenance, cleaning or moving furniture in the owners' homes. May is Mother's Day in the West or Dragon Boat Festival in China. On the eve of Mother's Day, our customer service specialist sent warm carnations to every owner who decorated or stayed. Also on the Dragon Boat Festival, we gave zongzi to every host. In June, Father's Day, in order to let our owners have more understanding and communication, we organized Father's Day community owners to climb the Phoenix Mountain. Although there was no owner to go because of the owner's own reasons, our efforts were unanimously recognized by the owner.

Seven, there are shortcomings

1, some employees lack professional knowledge and skills;

2. Some processes are too repetitive and complicated;

3. The responsibilities of various departments are chaotic;

VIII. Work Direction of xx in the Second Half of the Year

1. Develop and strengthen various community cultural activities;

2. Continue to strengthen the return visit; Strengthen the statistical sorting and classification of return visit information, make the return visit results more detailed, and strive to bring more obvious and practical "wind vane" guiding significance to future service work.

3. Strengthen the internal and external training of employees and improve the overall service level.

4. Strive to complete the collection of property fees in the second half of the year, reaching more than 80%.

Owner satisfaction is the ultimate goal of property management services, and our job is to distract owners. However, some things can't be solved by our property customer service.

Summary of customer service work of big property 3

In order to sum up experience and promote the work of 20xx customer service department in by going up one flight of stairs, the following aspects of 20xx customer service department are explained:

-On the recovery of relocated households, self-occupied households and other buyers.

First of all, the details of housing collection so far are as follows:

20xx from the beginning of March to the beginning of April-the owner 105 households were relocated, accounting for 12% of the total number of households in the whole community, the old palace 45 households, accounting for 5% of the total number of households in the community, and the relocation accounted for 150 households, accounting for 17% of the total number of households in the community.

20xx Since the beginning of April-156 Other buyers account for 18% of the total number of households in the whole community.

Occupancy rate: * * 3 10 households, with occupancy rate of 36%.

Due to the special reasons of my neighborhood, the occupancy rate is low, which cannot be changed. After nearly a year's running-in with the owners who have already moved in, the staff of the customer service department has formed a relatively mature management and operation mode, and the owners fully recognize our work.

Second, handle the application for repair in time, and pay a return visit in place.

At present, it is the construction party's maintenance period, and the property needs to contact the construction party for owner maintenance, but due to various reasons, the construction party cannot be in place in time. The leader of our property management company made a decisive decision. If the contractor can't arrive in time, our company's personnel will repair it first, so that the owner's warranty can be handled in time and the customer service department can make the next return visit smoothly. This decisive decision has also been appreciated by the majority of owners.

Third, try to keep warm in winter and issue email keys.

Since the beginning of winter, customer service personnel have cooperated with the staff of wall-hung boiler manufacturers to try to keep warm at home, which has been strongly supported by the leaders. At the same time, the relationship between property and owners has been further improved, which has played a very powerful role in promoting our household charges next year.

Four. Agency matters

Telephone and broadband service agent: Since the owner moved in, more than 50 families have applied for telephone and broadband services.

Cable TV installation: help develop and collect cable TV installation fees.

Real estate license handling: help the developer contact the owner of Jiugong Station Road to handle the real estate license.

Verb (abbreviation for verb) clean.

Patrol inspection in time, there is no sanitary corner in the community, especially around the water pump room.

Summary of customer service work of big property 4

After the probation period, I will become a full-time employee of our property management company. I am both excited and nervous. I will continue to work hard and do my work better. I summarize the customer service work during the probation period as follows.

I have never been exposed to this industry before. Although I have done customer service, I am a sales customer service and take the initiative to contact customers. However, property customer service is not like this. It's about answering customers' calls and helping them solve problems. Our customers are our hosts. At work, I do my duty to communicate well, relieve the owners' emotions, help them deal with problems, communicate with other colleagues in the company, and sometimes supervise them. Of course, I know there are some things that need to be taken care of. In addition to the attitude of service, we should also be familiar with this matter in order to do it well. For example, how long maintenance will take and what difficulties we may encounter. In fact, our customer service needs to know, not only feedback the owner's problem, but also clearly understand one thing, know how to solve it, and how long it takes, so as to do it better.

I actively study, get familiar with the knowledge of property management and learn more from my colleagues. I will ask my colleagues about the problems encountered by the owners, some of which I don't understand. It will be much easier to deal with them after I get to know them. As a customer service, I know that service attitude is necessary, so even if the owner is emotional, I will make sure that I will not be affected, but do what I should do and try my best to solve the problem as required. After work, I will review my day's work, and find out what I have not done well enough, what I need to improve, and what I don't understand. Every progress doesn't seem to be much, but after several months of hard work, I have done a good job in customer service, and the owner has given me a lot of affirmation, handled things well and comforted the owner's mood.

After the probation, it is an affirmation of my work that I will continue to do well, and at the same time, I will continue to improve some areas that need improvement, and I will do better. I believe that through hard work, my customer service work can be better, so as to get more owners' affirmation, and at the same time try my best to solve the owners' problems as soon as possible.

Summary of customer service work of big property 5

With the arrival of the first snow in xx, it indicates that xx is coming to an end. The clock of xx years has started to count down. At this moment, get a pen and make a summary for yourself in xx and make a plan for the coming year. It has been more than August since I joined the company on April 3rd. These days in the company, I feel very happy, both at work and in life.

As a customer service staff, I deeply understand that to do a good job in customer service, we must first understand what problems we are facing and what problems we should deal with; Secondly, what kind of ways and attitudes should be used to deal with these problems; Then, cooperate with timely service and enthusiasm for users to serve customers. Let customers feel the value of our work in the process of being served.

Since I joined the company, I have been mainly responsible for the collection of property fees and utilities of Shangzhong Building. Last month, the charging rate reached more than 90%, and the charging budget of Shanghai Middle School was exceeded in xx years. At the same time, assist the cultural building to send and receive letters, handle complaints and other related matters. In the process of completing the above work, I learned a lot and grew a lot.

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help of leaders and colleagues, especially under the careful guidance of managers and supervisors, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I have some difficulties in collecting the fees for going to the middle school building. For example, Shangzhong is a commercial and residential building with a large flow of people. Some business owners stay at home at night, and it is difficult to find the owner. In terms of safety in high school, the engineers helped me collect the relevant fees at night, and I am very grateful to them.

I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In Pauli's work and life, I deeply realized that the details should not be ignored or sloppy; Whether it is drafting every line and punctuation of official documents, or refining the services emphasized by leaders, there is no dead end in hygiene and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success;

In the planning for the coming year, while doing a good job, I actively consult books on all aspects of property, apply for qualification certificates on property, and constantly improve my business level.

It's snowing harder and harder outside, and it's a good year. Poly is about to usher in a more brilliant year next year.

Summary of customer service work of big property 6

My name is xxx, and I started on xx, xx, XX. Now working in xxx project office. In these three months, with the help of the leaders and colleagues of the project department, I learned fine professional property knowledge that small companies can't touch. The following is a summary of the probation period:

First of all, I sincerely thank the leaders and colleagues for their help, so that I can integrate into the new environment as soon as possible and make my work have a new starting point.

Secondly, through this period of work, I deeply realized that a big company is a profession. There are too many things to learn and adapt to in xx-professional knowledge, corporate culture, personnel relations, and even the original working methods and ways of doing things have to be restarted. At present, because our customer service manager is on maternity leave, my specific work has not been assigned. I have been assisting other property managers for nearly three months-the front desk, the dunning fee and so on. Generally speaking, the more you participate, the more you feel that your property specialization is insufficient, and the more you need to work hard in the future. As a newcomer, I am trying to learn the strengths of our excellent team. Each of them has different advantages, and I am proud to be in this group. During this period, I can't say that I have made any special achievements since I entered the company. But I think I work hard and have no lazy behavior that violates discipline. Although I'm a newcomer, I'm trying to keep up with my colleagues. Although my progress is slow, I am making progress.

In retrospect, the company gave me such a good opportunity. If I stay in China Shipping, I will definitely work harder to improve my business and other work-related knowledge. Within the scope of my present post, I am completely familiar with the NC charging system, and I am familiar with the composition, basic situation, contact information and payment method of the community owners in a short time. On the premise of knowing too little about my own property laws and regulations, I will seriously accept the company's training, and at the same time I will read more books on property laws and regulations myself.

As for the future prospect, we will do our best in the company's requirements and training. Becoming an excellent property manager is my ultimate goal.

Finally, thank you for giving me the opportunity to join and serve China Shipping. Let me get in touch with the influence of excellent corporate culture and get a promotion from business to specialty in such a good enterprise. The most important thing is to find the direction of your future efforts. I hope I can pass the test and let me move on. thank you