5 summaries of customer service work of property management companies

Summary of customer service work of the property company 1

One year has passed by in the blink of an eye. Under the correct leadership of the general manager of the property company and the support of all colleagues With the help and close cooperation, our department has coordinated well with other departments. In terms of work, we have a positive, serious and responsible attitude towards work, conscientiously abide by the rules and regulations of the property company, learn management and security experience, and make our work The efficiency and work quality have been greatly improved. The individual's overall quality and work ability have made certain progress, and the various tasks of the department have been completed better.

1. Resolutely obey leadership, conscientiously understand and implement the company's management strategies and work spirit, implement them into the actual work of the position, and always put the company's interests first;

2. Strictly manage and supervise the security of the community, and strive to create a harmonious and civilized community;

3. Adhere to the fire protection policy of "prevention first, combining prevention and firefighting", improve fire protection equipment inspections, and strengthen fire protection Knowledge training, improve fire prevention awareness, master the operation methods of fire protection equipment, and ensure the safety of the community;

4. Strictly record the vehicles entering and exiting, charge the toll vehicles according to regulations, and provide civilized services ;

5. Strictly manage the parking of vehicles in the parking lot, place them in an orderly manner, require team members to take the initiative to direct, inspect vehicles for damage and safety hazards, and make detailed shift handover records;

6. Strictly implement the gate guard system, carefully check the entry and exit of outsiders, such as moving and delivering goods, check the owner's contact book, and keep a record of visitor registration;

7. Check every month Security guards conduct assessments, with clear rewards and punishments, irregular inspections, and education for team members who do not have a strong sense of responsibility. Team members who still go their own way require the security company to replace them in time;

8. Monitor the infrared beam system every month Conduct 3 inspections, once every 10 days. If there are any abnormalities during the inspection, report to the leader in time and contact the maintenance unit in time. The monitoring equipment has been broken for nearly half a year. We hope that the maintenance problem can be solved in time;

< p> 9. The entire community is inspected regularly and irregularly every day. At each time period, there are security guards checking for potential safety hazards in the community, ensuring the stability and unity of the community.

Summary of the customer service work of the property company 2

The busy 20-year period is about to pass. Looking back on the work of the Property Customer Service Department over the past year, I feel deeply. Over the past year, with the care and support of leaders at all levels and the active efforts and cooperation of all staff in the customer service department, the customer service department has gradually matured in discovery, solution, and summary, and has achieved certain results.

1. Improve service quality and standardize front desk services

Since our department proposed the work policy of "First Ask Responsibility System" in 20--20, 20-- will be the year to fully implement this A year of goals. No matter what problems we encounter in our daily work, we can do all the work without shirk and take responsibility to the end. Regardless of whether matters belong to this position, we must track and implement them to ensure the continuity of all work, so that the work can be carried out in a benign state, which greatly improves our work efficiency and service quality.

While implementing the policy of "First Ask Responsibility System", we will conduct training for the front desk in - month. Mainly focusing on "Front Desk Service Standards", "Front Desk Service Standard Terms", "Deportment and Etiquette", "Conversation Etiquette", "Send Off Etiquette", "Answering Etiquette", "Behavior", "Front Desk Business Standard Terms", etc. training. After the training, assessments were conducted in the form of written tests and daily inspections, and a service slogan was proposed at the front desk every week, such as "Smile, Greetings, Standards", etc. We carry out rewards and punishments based on our usual results until the end of the month, which has greatly improved the service at the front desk and has been recognized by the majority of owners.

2. Standardize the service process and move towards professionalization of property management

With the promulgation and implementation of the new "Property Management Regulations" and the increasing improvement of other related laws and regulations, people have become more and more interested in property management. The requirements for real estate companies are also getting higher and higher. Property management is no longer content with the status quo of being on the fringe, but is moving in the direction of professionalization, procedure and standardization.

In the daily management of the park, we strictly control and strengthen inspections. If we find illegal operations and decorations in the park, we start from the perspective of management services, persuade them in good faith, and stop them in a timely manner. We also communicate with the legal advisor of the company and formulate corresponding measures. We will issue a rectification notice immediately upon discovery of the rectification measures, such as building a small attic privately and installing an external balcony cover, ordering them to rectify immediately.

3. Change functions and establish a commission system

In the past, the customer service department did not pay enough attention to the charging work. There was no full-time charging staff, and the building administrator paid part-time, and only on Saturdays and Sundays. The collection is done every day, causing the building manager to put inspection first and charging second. This way the building manager has no pressure. It doesn't matter whether he charges more or less, or even whether he charges or not, which seriously affects the charging rate. . Therefore, starting from the second quarter of this year, we began to reform, canceling building administrators, setting up full-time toll collectors, directly linking wages and charging rates, establishing an incentive mechanism, and dismissing building administrators who are not adaptable to the reform. The recruitment of full-time toll collectors has been proven effective through reforms.

4. Strengthen training and improve business level

The property management industry is an industry with an imperfect legal system and involves a wide range of areas. Professional knowledge is very important for property managers. However, the theory of property management is still immature and there is a lack of experience in practice. The market environment is gradually taking shape, and it will take a long time to get on the right track. These objective conditions determine that we practitioners need to continue to learn. Learning the laws, regulations and trends of the industry is very beneficial to doing our work well.

Property company customer service work summary 3

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, and to continuously improve and update them. Own knowledge structure, keep pace with the times and keep up with the development direction of property management.

The second is to use the theoretical knowledge learned to guide your actual work, try your best to handle and coordinate the relationship between the company and the owner; do every job diligently and always Maintain a good mental state, adhere to the idea of ????serving first and supplementing management, 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.

Summarize a set of work experience at work

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

2 ) Analyze and investigate the cause of the problem;

3) If the problem involves laws and regulations related to 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 to lay the foundation 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 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, work summary website.

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

5. Intensive training: instill concepts, teach knowledge, and train skills for 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 company's goal. It requires the company to serve consumers completely. Consumers are God. This sentence must be kept in mind at all times.

Summary of the customer service work of the property company 4

Come to apply for a customer service position in the property management company as if it happened yesterday, but now I have changed from an ignorant student to a responsible person. A member of Ruihe who has important job responsibilities has also become familiar with customer service work.

Many people don’t understand customer service work and think it is simple, monotonous, or even boring. It is just about answering the phone, taking notes, and surfing the Internet when there is nothing to do; in fact, it is not the case. To be a qualified and competent employee Customer service personnel need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and responsibility for work, otherwise there will be many mistakes and dereliction of duty at work.

The front desk is the information window of the entire service center. Only by keeping information channels open can it facilitate the development of various services. Customer service staff must not only receive various repair reports, consultations, complaints and suggestions from owners, but also It is necessary to follow up the work of each department in a timely manner and conduct follow-up visits on the completion status of repair appointments and reports.

In order to improve work efficiency, while continuing to keep various reception records, the front desk is also responsible for the statistics and archiving of various information, so that the storage of various information is more complete, the search is more convenient, and the original information is maintained Integrity, while ensuring that all work is performed according to standards.

The following is my main work content this year:

1. Archive and manage the owner's archives as required, and track and update changes in a timely manner.

2. Respond promptly to owners’ repair reports and inquiries, and record them on the owner information registration form.

3. Handle the owner's procedures and documents for house collection, check-in, decoration, etc., and archive the owner's information, files, and keys.

4. Classify the problems reported by the owners and contact the construction party for maintenance, tracking and feedback.

5. Receive information from all aspects, including information from owners, decoration units, real estate companies, construction units, etc., while keeping records, notify relevant departments and personnel for processing, and track the process to complete Make a return visit later.

6. Data entry and document arrangement. For the company's information documents and relevant meeting minutes, carefully enter, arrange and print, and prepare forms and documents, draft reports, etc. according to the work needs of each department.

7. Replacement of old and new forms and putting them into use.

8. Complete other tasks assigned by superior leaders.

In the process of completing the above work, I learned a lot and grew a lot. The hard work at work has shaped my character and improved my psychological quality. For me, a person who has just entered the society and has not had enough work experience, I will inevitably encounter various obstacles and difficulties at work. Fortunately, with the great help of the company leaders and colleagues, I have been able to succeed in my work. I dare to face difficulties when I encounter them, dare to accept challenges, and my character gradually settles down.

At Ruihe Property, I deeply understand the true meaning of professionalism and service with a smile. The so-called professionalism means that when you are at work, no matter how hard you have worked before, you should do your job well and fulfill your job responsibilities. The so-called smile service means that when you face customers, no matter whether you are happy or not, troubled or not, you should focus on your work, pay attention to the customers' concerns, and always keep smiling, because what I represent is not only my personal image, but also my personal image. The image of the company.

In the past year of work, I have deeply realized the importance of details:

Because of their "smallness", details are often underestimated or even ignored, and they are often ignored. People find it complicated and have no time to take care of it.

Every day in Ruihe, I understand that details cannot be neglected or sloppy; whether it is every line of text and punctuation in the notice, or the refinement of services emphasized by the leaders, and no dead ends in sanitation, etc., I am deeply impressed. We realize that only by going deep into the details can we get rewards; details produce benefits, and details bring success.

Work and study have expanded my talents. When I complete every task assigned by my superiors seriously and diligently, what I get in return is the support and affirmation of my superiors. The Christmas and New Year's Day residential layout plan that I just completed two days ago is the first plan I have made. When the plan was unanimously approved by everyone, my heart was filled with the joy of success and passion for work; as for the next bulletin board I will treat the layout seriously and responsibly as well as the park signage system and the layout plan of the Spring Festival community, and do my best to complete them one by one.

Property company customer service work summary 5

In the blink of an eye, 20 years have passed in our busy work. Looking back on 20 years, the customer service department of the property company can be said to be a year of further development and a year of continuous improvement and improvement of various management functions. Among them, the property customer service department has received the care and support of the company's leaders and also received strong assistance from other departments. Through the hard work of all customer service staff over the past year, the work of the customer service department has made great progress compared with the previous year. The system has been continuously improved and the customer-first service concept has been deeply ingrained in the minds of every customer service staff. Looking back on the customer service work over the past year, there were gains and losses. The customer service work over the past year is now summarized as follows:

1. Deepen the implementation of the company's rules and regulations and the customer service department's systems

The rules and regulations initially improved in 20-- On the basis of the system, the focus in 20-year is to deepen the implementation. Therefore, the customer service department will deepen its familiarity and understanding of property management based on the company's development status. At the same time, as some laws and regulations in the property management industry are promulgated and improved, the customer service department also adjusts the relevant systems of customer service work in a timely manner in order to better adapt to the new situation.

2. Integrate theory with practice and actively carry out training for customer service staff

Use the regular meeting time of the customer service department every Friday to strengthen the training of this department's staff. The training work is based on the actual problems encountered in the work during the week. In this way, the combination of theory and practice is achieved, making each customer service staff more familiar with the service concept.

3. Handling of daily repair reports

According to the workload statistics every weekend, we receive various forms of repair reports more than ten times a day. According to the different content of the repair report, we actively dispatch workers to solve the problem in the shortest possible time. At the same time, follow-up visits will be made in a timely manner based on the completion status of the repair report.

4. Collection of property fees in the --- district

Actively carry out the collection of property fees in the --- district according to the charging indicators issued by the company at the beginning of the year. In the end, with the support of the property manager, secretary and other departments, the charging targets issued by the company were completed.

5. Collection of energy fees

Completed as scheduled--While collecting water meters for household readings every quarter, the district also completed new tasks assigned by the company----- --The first time in the district to carry out household water meter reading and charging work.

6. - The leasing work of the district's lower-level merchants

Formulated a leasing plan for the lower-level merchants and successfully introduced supermarket and drugstore projects in the second half of the year.

7. The repossession work of some buildings

In - month, the repossession work of -# and -# was completed; at the same time, some - district relocation buildings (- #--Unit 1, 2) building repossession work.

8. Organize and carry out fund-raising activities

After learning about the news of ---, the leaders of the property management company immediately decided to conduct a fund-raising activity in the community to dedicate love to the people in the disaster area. The task is completed by the customer service department. After receiving the instructions, all the staff of the customer service department actively contributed ideas and suggestions to successfully complete the fundraising event.

9. Decoration and arrangement work in the park during holidays

Actively complete the decoration and arrangement work in the park during various holidays. This year, the company has increased its focus on Christmas (a holiday that attracts much attention from young people). ) during the park decoration period, Christmas trees and various decorations were purchased at the entrance of the community and in the lobby of the district.

10. Owners’ Forum

The annual owners’ forum was organized on the eve of the Spring Festival. The invited owners spoke actively at the meeting, fully affirmed the service work of the property company and put forward reasonable suggestions.

In short, based on the work in 20--, we are full of confidence and hope in 20--. In the new year, we firmly believe that as long as we work diligently, actively explore, and have the courage to forge ahead, we will definitely be able to achieve success. Work hard to complete various work indicators issued by the company.

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