Personal property customer service annual work summary model essay 2020

In order to do my job better, as a property customer service, we should constantly sum up and improve, so as to improve ourselves. The following is a summary of personal annual work of property customer service 2020 compiled by me, for your reference only. Welcome to reading.

Personal Property Customer Service Annual Work Summary Fan Wen 2020 (1) After xx property was formally established in xx month, 20xx, I took over the work of customer service foreman in xx property customer service department, and was responsible for the management of customer service group, cleaning group and maintenance group. It took x months, from groping to familiarity, learning by doing. Every step of my progress has been warmly helped by company leaders and colleagues, and also supported and recognized by most residents. In this year, we faced a lot of pressure and overcame many difficulties, but we were happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties and served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist, and keep a log of handover work.

The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.

4. Monthly statistics of home phone calls and visits. X incoming calls were received, including X inquiries from residents, X suggestions, X complaints from residents, X public maintenance, X on-site maintenance, X other services and X favorable comments.

5. handle x community id access cards, x car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Deal with the problems of house repair and public * * * area repair in time. In half a year, the number of on-site maintenance services is as high as X pieces, and the number of public * * * areas is X pieces. There is a large amount of maintenance in the community and few technicians, which requires comprehensive technicians, but also undertakes night maintenance and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master X always carries a ladder on one shoulder and rides a bike on the other. From one house to another, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master X cooperated with the owner to buy materials in violation of regulations again and again (we generally require the owner to prepare materials by himself), rode a battery car to the building materials market to find supporting materials, and never applied for tolls and labor fees. In the busy maintenance work, he shared a part of the maintenance work of X, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, we strictly follow the house decoration regulations, urge the householder to decorate it according to the regulations, and apply for and decorate personnel to implement ab card management to prevent irregularities.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation of verb) Maintenance of daily facilities Establish a maintenance inspection system.

Maintain the daily facilities and equipment in the public * * * area, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and timely report to the school for preparation on issues such as convenient drying in public areas of residential areas.

Sixth, standardize the cleaning service process to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, propaganda and cultural work of unity and cooperation, * * * with progress.

Carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the work of the property and the service concept of the center, ensure smooth communication channels, adhere to the correct service concept, and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.

Nine, owner satisfaction is the ultimate goal of property management services.

After x months of work, I am familiar with the workflow of grass-roots management, and I can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Honesty itself is the greatest respect for property leaders, colleagues and residents. Only by being honest with others can we get real understanding and support. A gentleman pays for his pains, and heaven rewards his diligence. Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.

This year's work also exposed its own problems and defects, such as weak equipment management and insufficient communication with the upper level, which need to be improved and studied in the future work. At the same time, I also hope that I can have the opportunity to study in mature communities, master better skills, improve my professional level, and have more horizontal contact with my peers.

The new year is coming, and I am determined to put more time and enthusiasm into my post, complete all the work assigned by my superiors and live up to their expectations. I hope that every member of our team will cherish the harmonious atmosphere together, create more surprises and transcendence, give full play to the team spirit, and take residents' complaints, service defects, management blind spots and hidden dangers as the working goals, so that we can sneak into residents' hearts and work hard in the new year!

Personal Property Customer Service Annual Work Summary Model essay 2020 (II) The busy year 2020 is coming to an end. Looking back on the work of the past year, I am deeply touched. Over the past year, with the care and support of leaders at all levels of the company and the active efforts of all employees in the service center, I have gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve service quality and standardize butler service.

Since the launch of "One-to-One Butler Service" in 20xx 10, no matter what problems we encounter in our daily work, we can not shirk them. Whether it belongs to this position or not, we must follow up and implement it, ensure the continuity of all the work of the company, make the work in a benign state, and greatly improve our work efficiency and service quality. According to the records and statistics, while implementing the "one-on-one butler service", I also participated in various trainings organized by the company. Mainly for customer ambassador service standards, food delivery service standard terminology, manners and etiquette, manners and manners, seeing off guests, answering etiquette, manners and behaviors, etc. After the training, conduct on-site simulation and daily inspection such as "smile, greeting and standardization". We rewarded and punished according to the usual results until the end of the month, which greatly improved my service level and was recognized by the owners.

Two, standardize the service process, property management towards specialization

With the promulgation and implementation of the new Property Management Regulations and the improvement of other relevant laws and regulations, people have higher and higher requirements for property management companies. Property management is no longer satisfied with the status quo of walking on the edge, but moving towards specialization, proceduralization and standardization. In the daily management of the community, strict checks and inspections were carried out, and it was found that there were illegal operations and decoration in the community. From the perspective of management services, we persuaded in good faith, stopped in time and gave reasonable suggestions, and communicated with relevant departments of the company to formulate corresponding rectification measures, such as building Buddhist temples privately and building sun rooms on the terrace. Once found, we immediately issued a rectification notice to make it immediately rectified.

Third, strengthen training and improve business level.

Professional knowledge is very important for property management personnel. Lack of practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.

Customer service is the most direct and frequent department dealing with owners. The quality of employees represents the image of the enterprise, so the company has been constantly improving employee training and improving our overall service level. The main contents of our training are:

(1) Conduct etiquette training and standardize gfd.

A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our thoughtful service will be reduced, so as to help the owner solve this problem. The front desk service personnel must stand to serve, and the company leaders should greet the owners when they meet, which not only enhances the image of customer service, but also enhances the image of the whole property management company to a certain extent, highlighting the service nature of the property management company.

(2) Do a good job in professional knowledge training and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. The company also regularly trains its employees in this field. This paper mainly combines laws and regulations such as Regulations on Property Management in Residential Areas of X City, Measures for Property Management in X Industrial Park, Measures for the Management of Residential Interior Decoration and related legal knowledge, and solves the problems encountered in practice from a legal perspective, making it clear that property management is not always guaranteed, and that property management companies are not responsible for everything after paying property management fees. The company also selected some classic cases for discussion, analysis and research. We need to constantly learn and accumulate experience in our work.

202 1 will be a brand-new year. With the continuous improvement of our service quality and the increase of community owners, the property will move towards higher and stronger goals, and all the staff of customer service will, as always, maintain high work enthusiasm and greet the new year with more full spirit. * * * Strive to write a brand-new and brilliant page for the Yiting Service Center of Vanke Property Company! 202 1 our work plan is:

1. Follow up the situation reflected by the owner in the satisfaction survey in 2020 to improve the occupancy rate of 202 1.

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

Three. Implement Customer Ambassador Service Specification, Delivery Reception Staff Service Specification and Terms, gfd, speaking etiquette, seeing off guests etiquette, answering etiquette and behavior etiquette, and improve the quality and service level of employees.

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

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

Personal property customer service annual work summary model essay 2020 (3) The work in 2020 has ended, at this moment of bidding farewell to the old and welcoming the new. Summarize the work of the customer service department as follows.

Looking back on 2020, the work has come to an end. It can be said that the collection of property fees has been successfully completed, and the service to the owners has reached a satisfactory standard. However, there are also many shortcomings in the work. During this year, we learned a lot from customer service reception, owner's return visit and coordination of various problems. I also realized my own shortcomings to a great extent. Although a lot of efforts have been made, some achievements have been made. However, the sweat paid is still far from the work effect. So I want to find out the problem through this summary and serious reflection. In the new year, let the work be more standardized and the owners be more satisfied.

This year, we conscientiously implemented the enterprise concept of Jinyuan people "serving with heart and doing things with heart", serving the owners, doing our job well and being responsible for ourselves. With the strong support of the company's leaders and the solidarity and cooperation of all departments, and with the hard work of the employees of all departments, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time, provided thoughtful service, and made every effort to properly handle business services such as maintenance, complaints and return visits, and successfully completed all the goals and plans formulated at the beginning of the year. The following is the completion and analysis of important tasks:

1. Daily reception work Fill in the reception record of the customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and give feedback and call back to the owner in time.

Two. Information Release This year, our department issued various written notices to customers about X times. Send a total of X notifications by SMS to ensure that the notifications are timely, detailed, clear and accurate, and actively cooperate with the contents of the notifications to make relevant explanations.

Third, the owner missed the handling of engineering complaints. In 2020, the return visit rate of our customer service department is 98%, and the satisfaction rate of engineering maintenance is 96%.

Verb (abbreviation of verb) On-site service opinion survey: While completing their daily work, our staff actively went into the owners' homes of residential quarters to collect opinions and suggestions from all kinds of customers on the property management process, so as to continuously improve the service quality and service level of property management in century city residential quarters.

6. Establish and improve the owner files. The owner's file has been improved and updated, and the owner's electronic file has been continuously supplemented.

VIII. Training and Learning Work Under the guidance of the European director of the property company for many times, our department has conducted systematic training and learning from the most basic image establishment of customer service personnel, from the most basic property management concept to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

Nine, in the direction of the company strongly calling on all employees to sell the parking garage, our customer service staff in X District made efforts and sweat and made slow achievements.

Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.

The shortcomings, problems and difficulties found in the work are summarized as follows:

Since our department has not received professional training in property management, we need to systematically learn the knowledge about property and further strengthen service standards and communication skills.

Annual Work Summary Model essay 2020 (IV) Personal property customer service has passed for another year. Come here to do property customer service work, can be said to be at home. Even so, I still feel that I have made a lot of progress this year. My own efforts and some training organized by the company have made me learn a lot and apply it to my work, so as to do a good job for the owners, help them solve problems and handle things well, and get affirmation.

In fact, there is quite a lot of work in property management, which is also quite trivial. In fact, the epidemic in the first year had a great impact on our work, but the owners also understood that in order to prevent and control the work, I also actively did what I should do. Some things that I really have to deal with are also arranged with the master, but the prevention and control that I should do has not been relaxed. It is my duty to serve the owners and satisfy them, and this epidemic is also my duty for the whole community. They are all willing to cooperate, which greatly lightens my workload. After the epidemic gradually eased, the owners' problems also accumulated a lot, but I was also conscientious, conscientious, handled well one by one, and served well, which was recognized. My previous work is familiar with the owners, and they are also very willing to cooperate. A year later, I finished my work. Although sometimes some owners are not so easy to deal with, I always do it well with my service attitude. Although sometimes it is difficult and sometimes it is easy, I have not relaxed.

I have accumulated a lot of work and am more familiar with the property than before. Moreover, the company organized some training, visited and studied the property companies of my peers, which made me gain experience and become clearer in the communication with my peers. Although this job looks very basic, it is also very training, and I am grateful to continue to do it in this position. I have gained a lot and seen my abilities more clearly. I understand that I have some shortcomings, but I must keep learning to make up for them. This year, in addition to the company's training, I also communicated with my peers, and some problems were solved, and my work style was further improved. For the future, I am more motivated to do well and understand that there is still a long way to go.

I improved my ability and did a good job. This year has been very fulfilling, and we have also seen some shortcomings. Also let me know how to do a good job in the coming year and the direction I want to work hard. I am very grateful. Customer service needs more recognition, so I will continue to do well. At the same time, I feel that time passes too fast and I have to work harder. For me, things in my future work are also the accumulation of more experience.