What is property customer service?

What does the property customer service include?

The property service contract provides all kinds of services required by the owners (users) of the community.

Receive consultation and answer questions according to service.

Accept the owner's (user's) complaints and return visits.

Accept the maintenance application of the owner (user).

Go through the occupation formalities of the owner (user).

Handle the application procedures of the owner (user) for interior decoration and decoration record inspection.

Guide the owners (users) to handle various payment procedures.

Go through the formalities of goods leaving the area.

Handle relevant documents.

Handle the formalities for the owner (user) to use the club entertainment facilities.

Handle the sending and receiving of owner's (user's) mail.

Issue relevant certificates for the owner (user).

External liaison personnel, answering telephone calls and visiting reception.

Complete other tasks assigned by superiors. Responsible for the supervision and inspection of community cleaning quality.

Responsible for the supervision and guidance of the greening and maintenance of the community.

Responsible for the management of the new sales office, and cooperate with the sales office to carry out housing sales and real estate image display.

What is property management?

Property refers to all kinds of houses and their supporting equipment, facilities and venues that have been built and put into use. All kinds of houses can be residential areas or other single buildings, including comprehensive commercial and residential buildings, villas, high-grade office buildings, commercial buildings, industrial workshops, warehouses and so on. Supporting equipment, facilities and sites refer to all kinds of indoor and outdoor equipment, public municipal facilities and adjacent sites, courtyards and main roads.

Property management refers to the management of all kinds of buildings and their ancillary facilities and sites that have been built and put into use by specialized agencies and personnel in accordance with contracts and agreements, the unified and professional management of the environment, cleanliness, hygiene, safety, public green space and road maintenance around residential areas, and the provision of comprehensive services to residents and owners. The object of property management is property, and the object of service is people. It is a paid labor integrating management, operation and service, and the road of socialization, specialization and enterprise management. Its ultimate goal is to realize the synchronous growth of social, economic and environmental benefits.

How to do a good job of property customer service

First of all, be familiar with laws and regulations. We should be familiar with the Property Law, Property Management Regulations, Interior Decoration Management Measures, Civil Law and other laws and regulations closely related to the daily work of property management services, and manage them according to the law, instead of integrating service and exemption perfectly like guerrillas, and embodying a modern and standardized management team. Secondly, we should be open-minded, strict with ourselves, regardless of personal gains and losses. The nature of the property management industry determines that we often have to work overtime, and we often have no weekends and holidays. Everything should be open-minded, regardless of these gains and losses, the company is the master. Personal work is not only related to the interests of the company, but also directly related to their own interests. You can and should do more things inside and outside the work, and work more hours. In addition to these, we must be strict with ourselves, not doing things we shouldn't do, doing things we should do, and going to work on time. Third, we should have good communication skills. Property management customer service work, to deal with all kinds of people, owners at all levels, all walks of life, suppliers, developers, construction units, * * * functional departments need to contact, but also coordinate with internal departments, so customer service personnel are required to master all kinds of knowledge and skills. In addition to professional knowledge, we should accumulate more social experience, master more personal skills and learn more about other industries. In daily work, we can have different topics for different objects, which has a great relationship with the development of property management. Property management customer service is an art of language, and most of the work needs to be solved through communication, so it largely depends on the language expression ability and improvisation ability of the parties when dealing with problems. Fourth, we should have a good service consciousness and attitude, keep our word, pay attention to integrity and do our duty. As a customer service staff, a good service attitude is a must. Treat the host with your sincerity, patience and sincerity, and treat the host with a calm and gentle tone. You must be loyal to the present, never go against it, and never forget it. Because every word and deed represents the management service center. Fifth, provide value-added services, close to the hearts of owners. In daily property management activities, in addition to maintaining environmental sanitation and safety management in public areas, courtyards, roads and other related areas according to the agreement of property management services, there are many services that belong to the category of value-added services. To handle these value-added services well, my opinion is: 1, the charge should be reasonable, not too much higher than the market price, subject to the provisions of the price bureau; 2. The quotation before service can be started only after the owner has passed the acceptance; 3, the response should be quick, the owner quotes, and the management service center personnel should follow up quickly to make the owner feel efficient and fast; 4. There should be follow-up and return visit after treatment, and the real end is after the return visit, not after the payment is completed. Sixth, change the management mentality into the service mentality. This is an old problem in the industry, but the quality of handling this problem by property management personnel directly affects their daily work. Managing the property and serving people is the definition of the industry. Personally, I think that since the service is for the owners and the property is the owner's property, the property management company should not only serve the owners, but also serve the owners' property, eliminate the concept of management and regard itself as a waiter. The relationship between property management, customer service staff and owners should not be the relationship between managers and the managed, but the relationship between the server and the served. Customer service personnel can only do their daily work well if they correctly understand the difference between the two. If customer service personnel always pretend to be managers, it will not only be difficult to solve the problem, but also bring many negative effects to the company with the attitude and tone of managers and owners. Changing the mentality requires the customer service staff to face and solve all kinds of problems in the process of face-to-face communication with the owner, and encounter some unpredictable situations, such as the owner's accusation, spite and even scolding. What kind of mentality should be used to face and solve the problems? My experience is that under such circumstances, a calm heart, a fair stand, a smiling face and the principle of multi-angle thinking can often play a role in reconciling and resolving contradictions.

What does the customer service of property management do?

Basically: responsible for the issuance of property management fee notice and the collection of fees; ? Responsible for collecting user data within the jurisdiction and managing user files; ? Be responsible for the duty of the company's service hotline, collect and master all the records of the hotline, record the maintenance situation and service quality, and be responsible for contacting the owners/tenants; ? Responsible for handling letters, visits and complaints from owners/residents, and responding, following up and checking in time; ? Responsible for the owner/household satisfaction survey, and do a good job in statistical analysis of all data of the owner/household satisfaction survey; ? Responsible for the publicity and investigation of the owners/tenants within the jurisdiction; ? On-site management of various activities held within the jurisdiction; ? Supervise and manage public facilities, fire-fighting facilities, environmental sanitation and advertising posters inside and outside the jurisdiction; ? Responsible for the supervision and management of users' goods in and out; ? Implement the company's management rules and regulations.

What is property service?

Property service: refers to the activities that the owner selects a property service enterprise, and the owner and the property service enterprise repair, maintain and manage the house, supporting facilities and related sites according to the property service contract, and maintain the environmental sanitation and related order in the property management area.

Staring at this explanation is a comprehensive and standard statement at present. For details, please refer to the Property Management Regulations, in which all the normative contents are centered on property services. After understanding the regulations clearly, I believe you also have a clear understanding of property services.

What does the property customer service do?

Property customer service is not a security guard or anything. Customer service is the bridge between the property and the owner, and its main tasks are as follows:

1, file management. Including the registration, recording and updating of archives.

2. Handle customer communication and complaint events, register such events and inform them of their corresponding responsibilities.

3. Check-in, decoration procedures, parking lots, clubs, swimming pools, community venues, goods release and other related procedures.

4. Collect management fees and other fees

5. Prepare relevant company reports, formulate notices and implement training.

What is the service mode of property management?

Contract system, paid system and other ways.

What is the difference between a property manager and a property customer service specialist?

Responsibilities of the customer service supervisor:

Be fully responsible for the work of this department. 2. Be responsible for the work arrangement of this department, and supervise, inspect and assess the work of employees in this department. 3. Coordinate with relevant departments. 4. Make the work plan and summary on time. 5. Hold regular working meetings. 6. Responsible for planning, organizing and summarizing community activities. 7. Receive customers' visits. 8. Responsible for checking the daily work of the administrator and giving specific guidance to the administrator's work. 9 responsible for the supervision and inspection of the fees charged by the administration, statistics of the arrears of the region and corresponding treatment. 10. Report the problems that are difficult to solve in daily work to the manager in time. 1 1. Complete other tasks assigned by company leaders in time.

Responsibilities of the property manager:

1. Abide by the rules and regulations of the property center, perform post responsibilities, take the initiative to take the work seriously, and have a warm and thoughtful service attitude. Do a good job of unity among comrades, take the overall situation into account, and complete various maintenance tasks on time. 2. Distribution and registration of daily work task list and coordination with maintenance personnel. 3, sporadic maintenance materials procurement, warehousing, recipients strictly follow the relevant system of the center, the good quantity and quality, open source and reduce expenditure, put an end to waste. 4. Cooperate with the department manager to regularly check and maintain the normal operation of the water supply system, and establish the management system and records of normal water use, water supply and drainage. 5. Establish a patrol system for high-voltage distribution room, patrol twice a day, check once a month, and maintain once every six months, and make records. 6, seriously hold relevant certificates, abide by the operating procedures, ensure that someone is on duty 24 hours a day, find problems and solve them in time to ensure the normal operation of water and electricity. 7. Maintenance points and workshops should be clean, and tools and articles should be neatly stacked. Safe production and civilized maintenance. 8. Take the initiative to go to the door for consultation, listen to the opinions of the owner, count the daily timely rate and satisfaction rate, report the problem to the department manager in time and solve it properly. 9. Complete other tasks assigned by the leaders.

What is the special service of property management? What are the special services?

Its characteristic is that property management enterprises set up service items in advance, and announce the service content, quality and charging standards, so that residents can choose according to their own needs. Special service is essentially an agency business, which provides convenience for residents' work and life. Property management enterprises should carry out all-round and multi-level special services according to the basic situation of the area under their jurisdiction, the needs of the owners and their own abilities, and constantly supplement and expand them. The contents of featured services mainly include the following categories: 1) daily life services. Clothing: services such as collecting and washing clothes, bedding, mending clothes and making clothes for residents. Food: purchasing grain, grain, fuel, vegetables, non-staple food and other daily necessities for residents. On-site: carry out indoor sanitation cleaning, indoor decoration and moving on behalf of residents. OK: Buy car, boat and plane tickets, send children to school and nursery, take patients to see a doctor, and buy bicycles, motor vehicles and vehicles for maintenance, cleaning and repair. 2) commercial services. Various business services provided by property management enterprises for diversified operations. For example, opening small shopping malls, restaurants, hair salons, repair shops and so on. Install, maintain and repair all kinds of household appliances and daily necessities. (3) Cultural, educational, health and sports services. Refers to the establishment and management of various related facilities and the development of various activities. Such as: culture: library, video room, exhibition, cultural knowledge lecture, etc. Education: run kindergartens and preschool classes. Health: set up health stations to provide home visits, injections, vaccination for children, family ward services, etc. Sports: Set up various fitness venues, such as swimming pools, gymnasiums, billiards halls, tennis courts, etc., and hold small-scale sports activities and competitions. (4) Financial services. Acting for all kinds of property protection, life insurance and other businesses, and setting up credit cooperatives. (5) Brokerage agency service. Brokerage, agency and intermediary services provided by property management enterprises. Property marketing and leasing: entrusted by the owner, the property management enterprise conducts business planning according to the market rules, and the owner's agent promotes the property market, and formulates and implements the sales plan. Or entrusted by the owner, the property management company will evaluate and adjust the rent according to the market situation, formulate the rental plan, find the tenant and rent the property for the owner. Property management enterprises in the property marketing and leasing, to declare to the competent authorities of zf, to obtain a brokerage or leasing license. Real estate appraisal and notarization: entrusted by the owner, the property management enterprise evaluates and notarizes the real estate price. When carrying out such intermediary services, appraisers and notaries of property management enterprises should have corresponding qualifications. Other intermediary agents: Property management enterprises are entrusted by the owners to carry out other intermediary agents, such as hiring tutors, nannies, housing exchanges, advertising agents, etc. 6) Social welfare. Property management companies can provide various services with social welfare nature. For example, taking care of the elderly who are widowed and supporting the army.

What does residential property customer service usually do at work?

Responsibilities of Customer Service Department of Property Management Company

The customer service department is the integration center of service demand information and feedback information of the property management company (management office), the acceptance department of the owner's business application, the coordination and command center of relevant operation departments to meet the owner's needs and solve complaints, and is responsible for the daily inspection and management of property facilities and buildings in the jurisdiction. Collection of owners' management service fees, building inspection, on-site coordination and inspection involving owners' maintenance. Its main responsibilities are:

1, responsible for the reception of business owners, the acceptance, follow-up and return visit of all kinds of complaints and repairs, and statistical analysis of the feedback information obtained from the original business owners in the process, and suggestions for improvement;

2. Responsible for planning, organizing and implementing the satisfaction survey of business households, sorting out, counting and analyzing the obtained information, and proposing corrective and preventive measures;

3. Accept all kinds of applications from business owners, including decoration application, handling of relevant documents, billing of expenses, etc.

4. Be responsible for establishing, updating, supplementing and keeping business records;

5. Assist the person in charge of the property management company to handle the working relationship with relevant departments;

6. Be responsible for the business skills training of employees in this department; Timely supplement and improve the department's rules and regulations and service processes.

7. Responsible for the distribution, statistics and collection of property management service fees;

8. Transcription and allocation calculation of public water and electricity meter readings, and transcription and review of household water and electricity meter readings;

9, responsible for the area of buildings, public facilities and public facilities maintenance billing, supervision and acceptance;

10, responsible for the daily supervision and acceptance of renovation projects of business units in the jurisdiction;

1 1. Make regular home visits to the owners and assist the customer service department to sort out, count and analyze the information obtained during the home visits;

12, on-site follow-up, coordination and inspection of the operator's indoor maintenance warranty, on-site handling of operator complaints;

13, actively mediate disputes between operators during use;

14, responsible for the annual satisfaction survey of the property under management.