Personal work summary of property management

The unforgettable work life has come to an end. Looking back on the work during the past period, I have gained a lot. Let’s sort it out and write a work summary. So, have you mastered the format of the work summary? The following is a personal work summary of property management that I collected for everyone (generally 6 articles). It is for reference only. You are welcome to read it. Personal work summary of property management 1

Looking back on the 20xx year that is about to pass, during this year, under the care and guidance of the company leaders, various tasks delivered by the company were basically completed. While working in the community customer service center, I learned how to provide good service and how to deal with problems raised by customers. In the past year, we have led the customer service center employees to conscientiously study and implement the company's comprehensive quality education and improve service levels. Always put safety management first, the specific summary is as follows:

1. Do a good job in training the security team’s daily safety management business.

2. Organize learning and drills to improve fire prevention and emergency response capabilities.

3. Carry out daily inspections of facilities and equipment and supervision and management of outsourced units.

4. Do a good job in training the security team’s daily safety management business; organize learning and drills to improve fire prevention and emergency response capabilities; do a good job in daily inspections of facilities and equipment and supervision and management of outsourced units; Supervision and follow-up of residents’ illegal renovations. For example, the residents of Room xxxA6-22 did not listen to the dissuasion of the customer service center staff during the renovation, and still went their own way by drilling holes in the beams and illegally erecting sheds on the platform. The problem is very serious. In accordance with the property management regulations, the customer service center issues rectification notices and collects evidence on site, and reports relevant evidence to relevant government departments.

5. Work hard to cooperate with the company to build the community into a harmonious and civilized community, and often lead employees to visit to understand the living and living conditions of the lonely elderly people in the community. This move has been unanimously praised by the residents.

6. Lead employees to carry forward the spirit of professionalism and dedication. For example, it rained heavily on May 7. During the flood fighting operation from 2:00 pm to 6:3 am, all employees in the community showed their noble love. With high professionalism and professionalism, no one left midway, effectively ensuring the property safety of the community.

7. Strictly require yourself to work hard to provide good service, carefully understand the problems reported by residents in the community, observe and discover problems on the spot, adhere to the principle of people-oriented and dedicated service, and follow up, implement and solve with a positive and serious attitude Every question. For example, the fence at xxx school was too high and too long, affecting residents’ travel, and 7-1-11 was cleared of using rental houses to store chemicals. We successfully resolved disputes involving ceiling leakage among residents 53 and 84.

8. Existing problems: Over the past year, under the influence of the company's improvement of comprehensive quality education, employees' service awareness has changed, but the phenomenon of middle-class workers at work still exists. He will not take the initiative to find problems and has a certain degree of dependence. Civility, politeness, and service language have not yet been developed into a habit, so work efficiency is low and the leader becomes lax in his absence.

Solving the above existing problems and increasing execution are the focus of our next step to improve comprehensive quality education, and curb employees’ bad habits of slacking off and dawdling through performance appraisal and job accountability systems. Community service work has made me deeply realize that only efficient, serious, passionate and attentive services can gain a firm foothold in the modern and increasingly competitive service industry and meet the service needs of modern people for real life.

In the new year, I still need to strengthen my studies, cooperate with the functions of the security department, take the initiative to understand the community security dynamics, understand the employees' ideological trends, stabilize the team, take the initiative to discover existing problems, and solve problems. We will do a good job in the construction of security teams and business guidance and training, and do our part for the development of the company. Personal work summary of property management 2

The work of 20xx passed by in a hurry in the busyness of all employees of Sunshine Home, and we did not even have time to wait for us to look back. The full-year work in 20xx is an important and critical year for the company to seek development. Years ago, the company put forward the business philosophy of "holding firmly on goals, keeping an eye on profits, finding ways to operate and generate income, doing everything possible to serve customers, and participating in market competition in a timely manner", which made the management office realize the cruelty of competition under the market economy system. Sunshine Home is an earlier property developed by the group company. Various public facilities and equipment are in the aging stage, and some aging facilities must be replaced.

This increases the difficulty of management and also increases the expenditure on daily maintenance costs.

In order to enable the Sunshine Home Management Office to keep up with the pace of the company and withstand the baptism of the competitive mechanism of the market economy. At the beginning of 20xx, the Home Management Office formulated the work goals of "orderly management, standardized services, creating brands, and improving efficiency." All employees of the management office conscientiously followed this principle, worked together, forged ahead, and actively looked for new profit growth points. All kinds of paid services have been carried out in an all-round way. In 2005, with the unremitting efforts of all employees, breakthroughs and substantial progress have been made in all aspects of work. More classics have laid a solid foundation for the management office to achieve greater development in 19 years of work. The foundation creates good conditions.

In order to sum up experience, find gaps, plan prospects, and promote the work in 2019 to a new level, the work in 20xx is summarized as follows:

1. Actively carry out various business activities , improve economic efficiency.

During the work of 20xx, the Sunshine Home Management Office made great efforts in cost control, which enabled the management office to break through zero profits for the first time and create a hard-won economic profit. After the work was fully launched in 20xx, in order to seek greater profit growth points, the management office convened all employees to analyze within the framework of the company's goals and business ideas, brainstorm broadly, and formulate a strategy suitable for their own development based on the actual situation of Sunshine Home Community. business projects.

All members of the Sunshine Home Management Office actively carried out various paid business service activities in the first half of the year. Such as "housekeeping cleaning services; child pick-up and drop-off; housing agency and other paid services. All employees use their breaks to work overtime and overtime to carry out various paid service projects. The total number of employees in the home is 9 people. On the premise of ensuring the normal life order of the community All employees in the management office carry out various business activities regardless of gains and losses, and use their rest time to carry out various paid services.

When housekeeping cannot be done, security personnel even work the night shift to help. It is necessary to take half a day to actively assist. January of 20xx is the peak period for housekeeping cleaning. In order to enable the management office to make full use of this precious time to create profits, on the premise of ensuring the normal work of the community, it provides 4 housekeeping cleaning services a day. In this way, all members of the management office are creating profits every second.

Every effort is rewarded. As of October, the home management office has generated a profit of 10,028 yuan from paid services. Create certain economic value for the company.

2. Win new profit growth points with efficient and high-quality services

Sunshine Home is an earlier project carried out by the group company. The area of ??the community is not large. Although the occupancy rate is high, the resident resources are not very rich. After several years of running in with the owners, the property management company has formed a relatively mature management and operation model. The owners have also given recognition to the property management company. However, due to the small area of ??the community. Large and low fees have resulted in insufficient property management funds and the inability to ensure the normal operation of property management. Based on this situation, the management office adjusted its work ideas in the 20xx year and used existing resources while ensuring the stability of various tasks in the community. , win new profit growth points, and make up for the losses caused by the small management area through new points; on the other hand, Sunshine Home has been operating in a relatively stable management manner, emphasizing the owner's primacy in relative property management activities. The service model only requires that the brand is not focused on profits. In 2005, the company's overall thinking was adjusted. As the Sunshine Home Management Office, it is necessary to maintain the stability of all property management tasks and create corresponding profits. Based on the existing management service model, innovate and use services to drive the increase in management fees, so that owners can feel the value-for-money services provided by the property and facilitate the management office to adjust fees in a timely manner.

In 2005, the management office will At the end of the first half of the year, the property management service fee of Sunshine Home was raised to 13 yuan per square meter from the original level. Under this circumstance, we were required to provide better services to win the increase from the owners. After a difficult explanation and communication work, the management office finally raised the property management service fee to the highest standard within the national standards in July, creating a new economic growth point for the management office.

3. Increase revenue and reduce expenditure, reduce costs and improve efficiency

1. Strengthen the collection of various expenses

In view of the fact that property management is a high-investment, high-cost, Low-return service industries. To ensure that the management office continues to work normally, it is necessary to control various property management expenses and ensure that they are collected in full and on time. As of November, the unmanaged office charge rate reached over 98%.

2. Strictly practice economy and reduce costs

This year, all employees of the management office will inherit and carry forward the fine tradition of 20xx and always establish cost awareness and economy

Through management Thanks to the sweat and sweat of all employees in the department, Sunshine Home’s work in the first half of the year was solid and fruitful. As of the end of November, the revenue target completion rate reached 124%, and a profit of 56,336 yuan has been generated. How will the work be carried out in 2019, and can this good development momentum be maintained?

Now I will elaborate on the work implementation plan and work goals of the Sunshine Home Management Office for the second half of the year.

1. Consolidate the new profit growth points in 2005

In 2005, the Home Management Office increased the property management fees and garbage removal freight. The management office’s work focus in 2019 Will focus on the collection and interpretation of property management fees.

2. Further seek new business projects, break through conventions, develop externally, and radiate surrounding areas

The practice of work in 2005 has proved that it is effective to develop multiple business ideas. During the 19 years of work, Sunshine Home will be more open-minded based on the existing foundation, and will break through the conventions in various business activities. It will not only be limited to the community, but will also develop horizontally externally. Utilize existing resources to create every profit.

3. Improve management, people-oriented, steady development

People can create everything, more classics can be found in the management office. In the 19 years of work, the management office will strengthen management and improve the overall quality and quality of employees. Cohesion, people-oriented to carry out various tasks, so that all staff of the management office can move in a proactive direction in the management and service process.

Every effort is a reward. All employees of the Sunshine Home Management Office are accumulating profits and customer satisfaction while working in obscurity. Although we have achieved certain results in our work in 2005, we have not achieved success in 19 years. We cannot relax in our work yet. We believe that the Sunshine Home Management Office, under the correct leadership of leaders at all levels of the company, will write a new chapter in its 19-year work. Personal work summary of property management 3

The Dragon is prosperous and the Snake announces the New Year. With the festive atmosphere of the New Year, we are striding on the road of hope for 20xx. Summarizing the gains and losses in property service work in the past two years, combined with the development strategy of the group company, we will continue to "steadily improve service levels, "Challenge to Zero Complaints" is the service tenet and we serve the owners wholeheartedly. The work in 20xx is now summarized as follows:

1. Property charges and second-phase house delivery:

⑴. 232 households were delivered in the first phase, with a property fee collection rate of 95% and an occupancy rate of 95%. 72%;

⑵. Buildings 7 and 8 of the second phase have successfully completed handover: 78 households. The early development company has excellent quality and sufficient property preparations. The handover process is relatively peaceful and smooth, and the handover process is more complete.

2. Decoration management:

⑴. In the first half of 20xx, most owners concentrated on decoration. We patrolled and inspected each building, publicized the "Decoration and Decoration Management Measures", and responded to the owners' suggestions. Problems were explained in a timely manner, and there were no major irregularities in the overall decoration process.

⑵. Regarding the phenomenon that people often blocked the intercom doors in the units during the decoration process, we publicized it in writing and mobilized elderly comrades in each unit to help supervise. This problem has been basically eliminated.

⑶. We handled the minor problems and reasonable demands that individual owners had during the house decoration process through effective coordination and handled them appropriately. There were no direct complaints to the superior authorities throughout the year.

3. Internal work of the property:

⑴. A comprehensive property information platform has been initially established: we have compiled owner information, decoration status, vehicle information, etc. into a volume for easy search.

⑵. A solid step has been taken in building the theoretical database of CITIC Property Management: The theoretical knowledge of property management regulations, decoration management and related property services has been installed in the mind, and the service methods and methods of property staff are more flexible and effective. .

⑶. The atmosphere of property management staff with high moral character and helpfulness is getting stronger day by day: the community security and cleaning staff helped the elderly in the community carry things upstairs many times. Security guard Liu Yun picked up the owner’s wallet and returned it to the owner in time. "It's not a shame to pick up gold" banner to express praise.

4. Safety management work:

⑴. Morning meetings every Monday throughout the year, centralized security training and training: every quarter the security team conducts actual fire drills, throwing water hoses, Extinguish firewood, oil fires, etc., so that security team members can master the basic knowledge of fire safety. Summarize the problems that exist in daily work, everyone can speak freely and offer suggestions.

⑵. In the first half of the year, 4 cameras were installed at the intersection behind the houses on the 7th and 8th. There are currently 20 cameras operating 24 hours a day in the community. At the same time, the security guards continue to patrol 24 hours a day throughout the year. The effectiveness of patrols is regularly inspected and monitored, and there were no accidents in the community throughout the year.

⑶. We first actively face the parking problem that owners react strongly to. Since the community is still under construction, we check the parking of external vehicles. For owners whose vehicles are not parked neatly, we post publicity notices Slogans, warnings and other methods can be used to troubleshoot.

5. Greening management:

⑴. A dedicated person is responsible for the greening of the community. According to actual needs, watering, fertilizing, pruning, and insect removal are preliminarily summarized as a set of effective methods. Management methods have laid a solid foundation for future greening management.

⑵. The company produced a batch of simple warm reminder signs and promoted them through security patrols. The owners’ awareness of caring for flowers and plants has increased, and there has been no large-scale damage to the greening.

6. Community health management work:

⑴. Unify management, divide areas, and assign responsibilities to people. The sanitary area of ??the community is divided into several areas of responsibility based on work requirements, and designated personnel are responsible. The sanitary area is cleaned twice a day, and the railings are wiped once a day. The overall sanitary effect of the community is relatively good, and has been praised by the owners.

⑵. Community health is inspected and evaluated. Property office staff conduct sanitation spot checks from time to time. At the same time, they listen to the owners' opinions through visits to the owners and make reasonable choices. They focus on supervising and actively improving areas where the owners' opinions are relatively large, and the results are obvious.

2. There are shortcomings:

1. The training work throughout the year is not carried out actively enough, communication with owners is not enough, and the results are not obvious.

2. The stability of the employee team is poor, and the service awareness of grassroots employees is not strong, and there is an unhealthy phenomenon of being a monk and hitting the clock every day.

3. The selfishness of individual employees is too strong, which affects the unity of the company's team and requires further strengthening of guidance.

4. There are not enough ways to collect property fees and the flexibility is poor.

3. Personal remarks:

1. Be grateful in everything, thank those who put pressure on us, and thank those who gave you pertinent opinions, because I believe that only by truly giving can you be rewarded Reward-----God rewards those who work hard.

2. In today's fiercely competitive social reality, you must maintain a good attitude and be good at learning, comprehensively improve your overall quality, and lay a solid foundation for future work.

3. Finally, I would like to give you a message: where there is attention in management, there will be results. Personal work summary of property management 4

In 200x, with the support and help of the company leaders and various departments, and the concerted efforts of my colleagues, I completed the work well in accordance with the company's requirements and arrangements. Functional work of the department. Through a year of study and work, there have been new breakthroughs in the work model and major changes in working methods. The work of the ___ Management Office in the past year is summarized as follows:

1. The daily management work of the management office.

Since the company carried out "three determinations" and divided management offices, each of them performed their own duties and took their own responsibilities, this is a brand new work field for our office.

___The Management Office is an important window department for the company's residential community property service image. It is a daily maintenance, management and service organization under the leadership of the general manager's office, and a guarantee department that promotes all work toward the company's established goals.

The work of the management office mainly includes daily complaint handling, fee leasing, infrastructure equipment repair and maintenance, environmental sanitation, greening maintenance, water and electricity maintenance, and security. There are manuscript processing, file management, manuscript submission and approval, meeting arrangements, study and training, inspection by superior departments, visits by external units, and the welcome and delivery of guidance. In the face of a large amount of complicated and trivial routine work, we strengthen our work awareness, pay attention to speeding up the work rhythm, improve work efficiency, handle various affairs calmly, strive to be comprehensive, accurate, and moderate, and avoid omissions and errors. So far, we have basically achieved everything.

2. Daily complaint handling and maintenance work

1. Handling complaints. Throughout the year, *** received and handled 1,432 complaints, 1,420 of which have been handled, and 12 are being handled, with a handling rate of 99%. Among them, 647 were reported for water and electricity complaints, 491 were reported for house repairs, 130 were reported for repairs of security doors and unit doors, and 164 were complained.

Complaints throughout the year were mainly concentrated on leaks in the top floors of buildings 1, 2, 10, and 16, owners of buildings 2 and 7 complained about the noise nuisance caused by construction at the construction site of building 3, and owners of building 14 complained about the hotel. Complaints about room mahjong at night and no rooftop garden. The owners of Buildings 16 and 17 complained about the fumes and noise from the hotel, and the owners from Building 18 complained about the noise from the kindergarten and the fumes from the kitchen. Most of them have been dealt with, but the owner of Building 18 reported that the fumes and noise from the kindergarten still existed. After coordinating with the person in charge of the kindergarten, the kitchen was moved and the situation has been significantly improved.

2. Charge work. The collection work throughout the year was completed well. Except for a small number of owners who refused to pay fees for some reasons and the properties were vacant, all fees receivable have been recovered. Leasing work is also completed according to quality and quantity, which can maximize the use of resources, maximize the use of funds, and generate revenue for the company.

3. Routine maintenance. This year, according to the work plan formulated by the company at the beginning of the year, the maintenance, environmental sanitation, and greening maintenance of infrastructure facilities such as Xinxing Garden, Cuizhu Garden, Xiangzhou Garden, and Base Camp were successfully completed.

4. Environmental sanitation. In terms of maintaining landscaping and cleanliness, we constantly improve and change management methods to ensure that the landscaping is intact, clean and tidy as much as possible. There are no greening pests, no death of flowers, plants and trees, or epidemics in the jurisdiction throughout the year. This is a great benefit to the residents in the jurisdiction. Create a comfortable and warm home. In ～, our office won the title of Advanced Unit of Aiwei in Hecheng District for the company.

5. Water and electricity maintenance. Mainly responsible for the water and electricity maintenance and daily management of 35 houses in the jurisdiction, including ___, Xiangzhou Garden, Xinxing Garden, Cuizhu Garden, Group Company Headquarters, Hutian Garden, and Shengzi Warehouse; the average monthly water and electricity loss rate throughout the year is respectively 2.2---2.8%, strictly controlled within the allowable range; the 4 power distribution rooms, 5 elevators, two high-rise pressurized pumps and fire-fighting integrated supporting facilities in the jurisdiction operate normally, and no safety accidents occur.

6. Decoration management. According to the work arrangements and plans at the beginning of the year, this year's decoration management work has gradually entered the formal track. The company has implemented a unified preparation of new decoration service agreements and management regulations, reasonably plugged the previously imperfect decoration management loopholes, and implemented daily attendance requirements. The on-site inspection and registration system of decoration households ensures that problems are promptly dealt with when problems are discovered. The phenomenon of illegal decoration has been significantly reduced and declined, and there have been no safety accidents or major complaints caused by violations.

7. Safety management. Safety work is generally good this year, with no firefighting or robbery incidents occurring in the jurisdiction. However, in the second half of the year, a car was stolen in XX Community. Fortunately, the case was solved and the stolen vehicle was recovered. Therefore, there should be no negligence, paralysis or luck in safety work, and more efforts should be made to manage the entry and exit of outsiders and vehicles to avoid similar or more serious accidents.

3. Strengthen learning and improve professional standards

Because I feel the weight of the department’s responsibilities, and the knowledge, ability and experience of some employees in the department are far from their respective positions, so We never dare to take things lightly and require all employees to strengthen their professional knowledge and learn more from books, leaders around them, and colleagues. In this way, it is obvious that there has been some progress this year.

Through continuous learning and continuous accumulation of experience and knowledge, everyone has a certain work foundation and is able to handle various problems that arise in daily work. In terms of organizational management ability, comprehensive analysis ability, Coordination ability and written and verbal expression ability have been greatly improved after a year of training, ensuring the normal operation of various tasks in each position, being able to treat various work tasks with a correct attitude, and loving one's job. Work hard and implement it into actual work. Actively improve one's own professional qualities, strive for work initiative, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and work quality.

4. Existing problems and future efforts

Over the past year, our employees have been dedicated to their jobs and carried out their work creatively, and have achieved some results, but there are also some problems and The shortcomings are mainly reflected in: first, most employees in the management office are not property professionals, and many tasks are done while groping, so that sometimes they cannot work with ease, and work efficiency needs to be further improved; second, some work is not detailed enough, and some The work coordination is not very good; thirdly, the relevant professional theoretical level is not yet adapted to the requirements of the company's work.

Fourth, ___ the number of vehicles continues to increase, and the roads in the community are full of parked vehicles, posing great safety risks for pedestrians and vehicles. The main reason is the serious water leakage in the central underground parking lot, *** There are 125 parking spaces, 53 of which are leaking, so car owners are unwilling to park their cars in them; Fifth, Base Camp, Xinxing Garden, and Cuizhu Garden suffer serious water and electricity losses, mainly due to aging and corrosion of pipeline meters, daily inspections, and patrol management Failure to be rigorous has resulted in serious phenomena of theft, leakage, running, leakage and dripping; Sixth, at this stage, many property infrastructure facilities under our jurisdiction have expired their warranty period, and the expenses incurred are now property, real estate, borne by the engineering company.

Seventh, at present, the property management costs of Cuizhuyuan and Xinxingyuan under our jurisdiction are relatively high and there are losses. The main reason is that the property scale is small and the investment of manpower and material resources is relatively large. This type of property is also an obstacle to the company's profit growth and is not conducive to the company's development. Property management work summary.

In the new year, improving professional property management, service knowledge, and work standards should be the focus of training and learning, so as to contribute what should be contributed to the development and growth of the company. Efforts should be made to: First, strengthen learning and broaden knowledge. Work hard to learn property expertise and relevant legal knowledge. Strengthen the understanding of the context and direction of property development, strengthen understanding and learning of the surrounding environment and the development of the same industry, and be aware of the company's overall planning and current situation; secondly, focus on the construction of the work style of the department and strengthen management, Unite as one and work diligently to form a good department work atmosphere.

Continuously improve the service level and support and cooperation capabilities of the office for owners and other departments; third, connect with the real estate and Wangdefu Supermarket to repair leaks in the underground parking lot of the ___ center, underground of the 7# building The opening of the parking floor and the relocation of the supermarket distribution center on the elevated floor of Mudanyuan will be used rationally. Vehicles parked on the roads in the community will be parked in garage spaces in a standardized manner to improve the chaotic parking order of vehicles in the community.

Fourth, strengthen daily inspections and inspections of water and electricity within the jurisdiction, establish a long-term management mechanism, block theft, leakage, escape, risk and dripping from the source, and try to reduce water and electricity losses to as low as possible At a minimum; fifth, in order to change the situation where property, real estate, and engineering companies endlessly bear the maintenance costs of infrastructure equipment and facilities in the jurisdiction, housing maintenance funds must be activated. Most of the properties currently accepted by our company are pre-property management, and maintenance must be activated smoothly. Therefore, there is an urgent need to establish an owners' committee to negotiate with the owners' committee on the renewal of the property management contract and the use of maintenance funds.

Sixth, in small-scale property communities, establish an owners committee as soon as possible, negotiate with the owners committee to adjust and increase property service fees, or let the owners implement autonomous management, so as to benefit both owners and property management companies, and avoid our company's long-term Loss.

In the new year, all my colleagues in our office will serve the owners well, safeguard the interests of the company, and actively provide high-quality services to the owners with full enthusiasm, create higher value for the company, and strive to achieve greater success. , better work performance. Personal work summary of property management 5

Time flies by, and 20xx has begun. Looking back on the past six months, the Bauhinia City Property Management Office, with the care and support of leaders at all levels of the company, has always implemented "building a comprehensive system for the owners" The corporate philosophy of "quality life". Following the spirit of the principle of "owners first, service first" and based on the actual situation of Bauhinia City, while providing property management services, we will gradually streamline and improve various management tasks, so that the early stage property management of the property community will gradually become standardized. On track, the property management work has achieved certain results, which is inseparable from the hard work of the company's leaders and employees. The work in 20xx is now summarized as follows:

1. Work Summary

< p> 1. Supervision of cleaning work, patrol the community from time to time every day, and strive to find problems in time and deal with them in time.

2. Establish and improve community owner information, and enter and issue magnetic card information for each unit.

3. Collection of corridor electricity bills. Currently, the corridor electricity bill is 8,425 yuan to ensure the normal electricity consumption of each unit.

4. Household survey to collect statistics on the usage of video phones, conduct telephone follow-up interviews with owners who are not at home, and establish accounts.

5. Assist in repairing video phones and cooperate with the owner’s time for repairs.

6. Inventory registration in the warehouse, storage and distribution of items.

7. Complete other tasks assigned by the leader.

2. Work plan for 20xx

1. Actively collect property fees

2. Improve the warehouse management system and prepare entry and exit details

< p> 3. Assist in the maintenance of video phones and handle the owner’s repair reports in a timely manner

4. Actively assist the engineering department in the construction of top-level ladders and other maintenance work

5. Supervise security, Cleaning work

Our work is connected by various small things, but it is not easy at all to do these small things well. During the days of work in 20xx, there were gains and shortcomings. The leaders and My colleagues are all my mentors and helpful friends. I will find my own development direction and keep moving forward with enthusiasm for this job! Personal work summary of property management 6

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 communicate with Keep up with the development direction of property management with the times.

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 company and the owner; do every job with due diligence, Always maintain a good mental state, adhere to the idea of ????service first and management supplementary, 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.

In the work, summarize a set of work experience

1) First of all, we should do ideological work to "cool down" the complainant or disputer;

2 )Analyze and investigate the cause of the problem;

3) If the problem involves relevant laws and regulations on property management, it should be combined with the laws and regulations related to property management, and then formulate a scientific solution based on the actual situation;

4) The last step is of course the implementation of specific methods. And summarize each handling experience as a basis for handling similar problems in the future;

5) Complaint and dispute handling return visits can allow our work to be affirmed by the owners, and at the same time, it can also shorten our relationship with the owners. relationship to facilitate future property management work.

On this basis, 9 steps to achieve zero-defect work are established:

1. Clear requirements: the owner is not always right, but is always the most important; fully satisfied Customer needs as the starting point and destination of our work.

2. Prevention first: Make full preparations to meet the requirements and actively prevent possible problems.

3. Do it right the first time: Do it right the first time during implementation.

4. Responsibilities are in place: Break down the service quality objectives and implement them into various departments, positions and even individuals, and implement them step by step according to the plan.

5. Intensive training: instill concepts, teach knowledge, and train skills to yourself.

6. Strict inspection: Implement personal self-examination, supervisor/manager supervision, and administrative management center inspection; and analyze the results to clarify problems, causes, and responsibilities.

7. Cyclic review: Regularly correct problems in the service (especially owner complaints) in a timely manner and formulate corresponding preventive measures.

8. Integrated organization: Based on the linear organizational structure, with customer satisfaction as the center, the "first responsible person" system is improved, the speed of information exchange is accelerated, and the idea of ????total quality management is highlighted.

9. Standardized operations: Further improve operating specifications.

The implementation of "Zero Defects in Property" will further improve service quality, enhance the company's brand image, and consolidate the property market.

Zero complaints and no complaints is actually a vision of every company, it is also the vision of our company, and it is also a vision of mine. It can be said that there are no companies that can truly achieve this, because consumer psychology and behavior are difficult for companies to determine. Companies can increase the quality of their services through efforts, which can only improve customer satisfaction, but it cannot determine customer satisfaction. Zero complaints and no complaints is the goal pursued by the company. It requires the company to serve consumers completely. Consumers are God. This sentence must be kept in mind at all times.