Self-evaluation of property customer service

Self-evaluation is a written material to analyze and study the experience or situation at a certain stage of work, study or thought, which can effectively exercise our language organization ability. So write the appraisal. The following is a model essay on self-evaluation of property customer service that I shared with you, hoping to help you.

Short essay on self-evaluation model of property customer service 1

Time flies, the work in the first half of the year will be over in a blink of an eye. With the guidance of leaders and the support of various departments, the expected work objectives and work plans at the beginning of the year were basically completed. In the past six months, the customer service department has strengthened the internal management of the department, strengthened the level of property service, improved communication with the owners and properly handled disputes related to the owners around the issues of early property management, repossession, maintenance of legacy projects and property fees. All the work of the department has been improved, the enthusiasm of employees has increased, and the satisfaction rate of owners has also increased.

First, the first half of the work assessment

1. Standardize internal management and enhance employees' sense of responsibility and work efficiency.

Strengthen communication with employees, and regularly comment on employees' work, which effectively stimulates employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.

2. Take various forms and measures to consolidate and improve property fees.

This year, the property fee of RMB 6,543,800+0.4 million has been collected. To sum up, we mainly pay attention to three aspects of cost management. First, the forms of fees are diversified, and fees are collected through SMS platforms and door-to-door. In the past, the customer service department mainly used the way of calling and placing orders to inform customers, which had the problems of low charging efficiency and poor enthusiasm of car owners to pay fees. Second, the service-oriented charging measures promote the owners' willingness to pay by improving satisfaction. Charging work is the embodiment of property service level and the basis of charging. Therefore, service is the basis for raising the level of property charges. This year, the unresolved disputes and compensation issues since the establishment of the project have been sorted out, and most of the problems have been solved in a focused and step-by-step manner, and the existing resources of the project have been used to help the owners solve problems such as decoration, maintenance and home furnishing. I believe that the owners will gradually increase their enthusiasm for voluntary payment because of the meticulous service of the property. Third, by arranging a special person to be responsible for the collection of management fees, we will focus on following up the collection of management fees, stimulate the enthusiasm of employees and improve the level of fees.

3. Strictly grasp the service quality and level of customer service personnel and create a good service image.

The customer service department is the bridge and information center of the property management company, which plays a role in connecting the inside and outside. The service level and quality of customer service assistants directly affect the overall work of the customer service department. In the past six months, on the basis of doing a good job of charging fees, our department has focused on employee service management, strictly requiring employees to conduct self-inspection and mutual inspection on dress and etiquette before going to work, so that customer service assistants can maintain a good service image, strengthen the training of customer service specialists in language, etiquette, communication and problem-solving skills, and improve the service quality of customer service assistants.

4. Successfully completed the owner's check-in/check-in service, which laid the foundation for the overall work of the customer service department.

From the end of March, the customer service department will be responsible for distributing materials, signing contracts and handling disputes between owners. A total of 1739 households were recovered, all procedures were basically handled in time and accurately, and the owners were basically satisfied with the settlement of various disputes. Before formally handling the building repossession, our department worked overtime to prepare occupancy materials, agreements and other documents, formulated a detailed and unified statement, and organized several occupancy drills. In the process of handling the formalities, the customer service assistant learned and mastered the owner's family characteristics, customer group types and basic economic conditions through contact with the owner, which laid the foundation for future charging and service work. In the process of handling formalities and disputes, the customer service assistant patiently explained to the owner, answered the questions raised by the owner and showed the owner a good customer service image.

5. Work closely with all departments to do a good job of internal and external contact and coordination of property management companies.

The important function of customer service department is to contact the property management company with the owners, developers and other external work, and provide services to the owners in time through feedback information. In the process of dealing with problems, our department has tracked, fed back and reported, which has solved the coordination work well.

Second, the problems existing in the work of the department

Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work in the second half of the year, the problems existing in our department are now clarified as follows:

1. The professional level and service quality of employees are low.

Through the work practice of the department for more than half a year, the service level of customer service assistants is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is insufficient.

2. The property charging rate is not high

Judging from the current charging level, the main factors are the low charging rate, the problems left over from the previous and daily services have not been solved in time, and the overall service level of the project is not high.

3. The department management system and process are not perfect.

In the past six months, the department has focused on the work of charging and recovery, thus ignoring institutionalization. At present, the system of employee management, service standard and operation flow is not perfect, which affects the work efficiency of the department, the sense of responsibility and the enthusiasm of employees to some extent.

4. The coordination and handling of problems are not timely and proper.

The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive, and the problems are not followed up and reported in time after receiving them, and the methods and methods of dealing with the problems are improper.

Three. Key points of work plan for the second half of the year

In the second half of the year, the key work of our department is to further improve the level of property fees, which has been improved on the basis of the first half of the year; Department management is basically institutionalized, and employees' sense of responsibility and service level have been significantly improved; Various services were carried out in an orderly manner, and the satisfaction rate of owners was greatly improved compared with last year.

1. Continue to strengthen the level and quality of customer service, and the owner's satisfaction rate will reach over 85%.

2. Further improve the level of property charges to ensure that the charging rate reaches about 90%.

3. Strengthen the training of departments to ensure that the professional level of customer service assistants has been significantly improved.

4. Improve the customer service system and process, and the department basically realizes institutionalized management.

5. Closely cooperate with the work of various departments and properly handle the disputes, opinions and suggestions of the owner in a timely manner.

6. Strengthen cleaning outsourcing management, ensure inspection and assessment, and continuously improve service quality.

Looking back on the first half of the year, our work was hard and sweaty, but we gained growth and achievements. Looking forward to the second half of the year, we are faced with opportunities and challenges. To this end, in the second half of the year, all employees of the customer service department will continue to unite and work together with Qixin to achieve departmental goals and contribute to the company's development.

Model essay on self-evaluation of property customer service II

During this year, as the front desk customer service of _ _ _ property, I received the owners coming and going, recorded the problems transmitted by the owners by telephone, and timely fed back these problems to the company, so that the company could carry out rectification and maintenance of the community. The assessment of the work in the past year is as follows:

First, personal promotion.

Over the past year, I have constantly raised my demands on myself, carried out the tasks of the company in strict accordance with the work requirements, and did my job well. Of course, as a front desk customer service, our main job requirement is reception etiquette. Whether it is the customer or the owner, I have to be fully prepared to face it.

In one year's study, I mainly focus on etiquette practice, because I believe that as long as I am serious, careful and strict with myself, I can do it well. But in terms of etiquette, you can only improve yourself by practicing, consolidating and deepening your memory.

At work, I am always trying to face the owners. Every visiting host, young and old, I will greet and entertain them with proper greetings. As a member of _ _ property, I know that the most important and basic thing in our work is to have a good relationship with the owner. Only when you have a good relationship with the owner can our work proceed smoothly.

In terms of customer service, I pay attention to strengthening the contact with the owners, try to remember the names and preferences of the owners, and try to approach the owners with humanized work. Through continuous efforts, I really gained the trust of many owners. It also makes the work of our property more convenient.

Second, personal work.

At work, I respect the principle of "owner first". As our parents, the shopkeeper is the front desk customer service. At work, the owner is my main work core. By the owner's side, I try to get closer to the owner, so that I can talk to every owner.

In daily work, if the owners have difficulties, I will actively help them. I became friends with the owner in my work and life, which greatly improved my work.

When receiving the owner's question, the other party's tone will not be too excited, so that we can better understand the situation and solve the problem better.

Third, identify

After evaluating my work for one year, I am sure that my relationship with the owner is the most important "magic weapon" in my work. The closer the owners are, the more they will support our work. Therefore, in the future work, how to maintain a good relationship with customers and how to make customers more satisfied is my goal. I will continue to work hard in the coming year!

Self-evaluation model of property customer service paper 3

The dusk rain changed during the cloud years, and Ryutsuki in Changgou fell silent. Time passed quickly. It has been more than two years since I came to _ _ _ _ _ _ Garden _ _ Property Customer Service Department. 20____ years can be said to be _ _ _ _ years of continuous development of the property customer service department and efforts to pursue quality services. While constantly improving and perfecting all the work, we welcome new forces to join our team, and it is our unremitting pursuit to establish a solid and brave team spirit. In this process, the work of the customer service department has been concerned and strongly supported by the company leaders, and various work systems have been continuously improved and implemented. The concept of "customer first, honesty and trustworthiness, hard work" has been deeply rooted in the hearts of managers and integrated into the daily work and life of every customer service staff. The new year is coming. Looking back on the work of the past year, there are gains and losses. Personal job evaluation in the past year is as follows:

First, deepen the understanding of the company's various rules and regulations and the post responsibility system of customer service assistants.

On the basis of various rules and regulations, we initially improved various rules and regulations within 20 months. In the past 20 years, we have devoted ourselves wholeheartedly to improving the sense of teamwork, and made continuous progress towards the goal of excellent service under the leadership of the company, which has been widely supported, understood and positively praised by the owners.

Second, deeply understand and master the basic situation of the overall project of the park, integrate theory with practice, and actively participate in learning and training.

Since _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ On the whole, the building has been taken over and occupied by _ _ households, of which * * * _ _ households have the occupancy conditions, and _ _ households have not gone through the check-in procedures. There are * * * households with idle houses, including _ _ households with vacant houses, _ _ households with model rooms, _ _ households with project payment and _ _ households with office loans from the construction unit, and _ _ households with occupancy conditions have not yet moved in.

Consciously accept the training and assessment of the quality department, master the basic operation process of the customer service department, cultivate a high sense of responsibility and professionalism in the study and work, strive to do the work carefully, actively contact the construction unit to maintain the owner's home, and pay a return visit to the owner in time.

Third, carry out the duties of customer service assistant and complete other tasks assigned by customer service leaders in time.

1. Check and record vacant houses once a month, find hidden dangers in equipment, facilities and treatment, correct violations of decoration management rules and regulations, and issue a rectification notice when checking the situation in the area of responsibility every day, including decoration garbage piling, sanitation in the area of responsibility, owner's occupation of public areas, owner's unauthorized modification of equipment and facilities, air-conditioned seats piling up sundries, hanging advertising banners, etc.

2. Be responsible for tracking the maintenance work of waterproofing in the park, checking the leakage situation on site and making records, and notifying the construction unit to repair and deal with all kinds of water seepage and leakage, in which those losses caused by maintenance and requiring customers to recover and compensate have been reported to the department manager step by step for proper handling and settlement.

3. Contact the construction unit at any time to repair the civil plumbing in the responsible area, and the treatment rate is above 98%. The rest are hidden dangers left by the owner in the decoration process, and the owner has done a good job of communication, explanation and treatment.

4. Responsible for handling and following up the maintenance results of guardrail and guardrail glass in the park. We contacted the construction party many times, but failed to maintain it. Up to now, there are still _ _ related problems that have not been properly handled.

5. In order to improve innovative quality service and bring more comfortable and warm living environment to the owners, we actively carry out the collection of property service fees in _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ At this stage, the focus of work needs to be more focused on the follow-up maintenance and the handling of problems left over from construction, so as to satisfy the owners and ensure the smooth collection of property service fees.

Fourth, bring forth the old and bring forth the new, and constantly improve their own literacy and service quality.

Owner's satisfaction is the ultimate goal of property services, honing and shaping self-character at work and improving their psychological quality. As for me who is inexperienced in social work, I will inevitably encounter all kinds of obstacles and difficulties in my work, but with the help, care and tolerance of my leaders and colleagues, especially under the careful guidance of Manager Ding, I dare to challenge and my personality has further settled down.

I realized the importance of details in my work and life. Details are often ignored because they are "small", which often makes people feel cumbersome and too busy. Therefore, we should always keep in mind the leadership's emphasis on "fine service, generating returns and benefits from details."

20____ is a year of continuous exploration and self-pursuit. In the new year of the next 20 _ _, I will try my best to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects:

1. Continue to learn the basic provisions of property management and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and tabular data, and be familiar with relevant property management case analysis.

3. Further improve their own character, improve work patience, pay more attention to details, strengthen work responsibility, and cultivate work enthusiasm.

4. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities and keep up with the company's progress.

Don't think about whether you can succeed, since you have chosen the far convenience, you only care about the bitter. No matter whether there will be cold wind and rain behind us, since the goal is the horizon, what is left to the world can only be the back. Set out, you will reach your ideal and destination, work hard, you will achieve brilliant success, and you will reap your seeds. Pursue, and you will taste an upright life. Cheer yourself up and make more brilliant achievements under the leadership of company leaders in the new year.

Self-evaluation model of property customer service paper 4

In a flash, I have been working in the property customer service position for more than a year. As a property employee, I attach great importance to the completion of my usual work. Although I have the help of leaders and colleagues in my work, I have always struggled around the goals set by the company at the beginning of the year. Whenever a customer's problem is solved, I can get a sense of accomplishment. I must respond to the challenges in my future work with a positive attitude. Now I simply confirm the property customer service work completed this year.

Seriously study customer service skills in order to better serve customers. As a customer service staff, it is natural to have a high professional level at work. Therefore, it is necessary for me to skillfully use words and do a good job of service. Although this year's work has made me memorize the content of customer service skills, it is difficult to get customer recognition because of the rigidity of application, which can't help but make me reflect on whether I pay enough attention to property customer service. I can do more simulated dialogue exercises with my colleagues to solve this problem, as well as my work experience.

Handle customer complaints in time and solve them as soon as possible. In the past, customer service work was only satisfied with the record and feedback of customers' opinions, and the progress of solving problems was not known enough. Over time, it is easy for customers to feel neglected, so we should give customers enough respect and know how to follow up the progress of the problem, that is, report the handling process of the problem to customers so that they can understand. When problems are found but not solved, they should be urged to the corresponding departments. This is not only to improve the efficiency of the property, but also for the sake of customers. For me, if the customer service staff can't even perform their duties, it will cause unnecessary losses to the development of the property, so we should pay more attention to this work.

Gradually increase the number of calls and sort out customer information. In order to enhance the popularity of real estate, sometimes customer service staff also need to promote business. Therefore, I want to contact customers more and let them choose to live in the property community, so that the overall performance can be improved when handling property services. Therefore, we should put more energy into the promotion work and collect and sort out customer information during the contact process. At least for property development, the accumulation of customer resources is indispensable. I must do this job well and accumulate more resources for property development. I must continue to write a work log in order to develop this habit. Through the analysis of the completed work, I can improve my ability better.

In short, I have accumulated a lot of experience from the property work completed this year, so I will strive to be an excellent customer service staff and hope to create ideal results in the customer service work next year.

Self-evaluation model of property customer service paper 5

After coming to our company to do property customer service, my life has gradually changed, which not only made me bid farewell to the decadent life in the past, but also made me have a new start and new expectations. I feel that after joining us, my life is on the right track and my work is getting more and more handy. Just like my performance in the company this quarter. This is my second quarter in our company. This quarter, although I didn't get the number of excellent employees, it should be regarded as a lot of progress compared with my performance in the first quarter.

First of all, in dealing with people. Because I am a fresh graduate who has just come out of school, I lack the ability to deal with people in the first quarter when I first came to our company, that is, during my internship. I am very rude and introverted not only in my dealings with colleagues, but also in my dealings with customers. After that, my supervisor communicated with me on this matter. I am also aware of my own problems.

So in this quarter, I began to pay attention to getting along with my colleagues and communicating with customers. Start asking some questions, try to greet them, join their group during the break, have a relaxed conversation with them and keep in touch with their feelings. I should learn to be flexible when dealing with customers. When you meet a difficult customer, don't avoid it, don't get stage fright. When I meet a importunate customer, I will calm his mood first, and then I will show my position and give a solution.

Secondly, in terms of working ability. Last quarter, I had a basic grasp and understanding of the work of property customer service, but I was not skilled enough in dealing with some affairs. This quarter, I focused on improving my work proficiency and work efficiency. First of all, I listed all the places that I didn't do well last quarter, and then I corrected and strengthened them according to what I wrote above. In this way, my work skills have not only improved, but also my work ability has improved.

Next, after this appraisal, I will make a detailed plan and arrangement for the next season. The main reason is that I haven't mastered the job content of this position. I want to know more about the content and knowledge related to the post of property customer service. I want to further improve myself, make more efforts for my future development and make more contributions to the company.

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