How to improve the satisfaction of property services? See what they say.

& gt New Hope Service Butler Service Center talks about the strategy of improving the satisfaction of property owners.

The article is not short, and there are many dry goods, which is worthy of being a boutique.

In the past 20 19, guided by the strategy of "high satisfaction and high trust" and guided by high goals, with the joint efforts of all colleagues, we achieved 5 points and 5 points, and fulfilled our commitment to the organization! In order to meet new opportunities, start a new journey and leap over new heights, the 2020 Satisfaction Pledge Meeting was held grandly on March 9, 2009 19.

Satisfaction is the dividing line between life and death.

Is the foundation of survival.

"20 19' s degree of satisfaction improvement is the highest in my current career, which is the result of the concerted efforts of all new hope service providers, Qi Xin. Thanks to all the soldiers who walked together. "

The special survey of satisfaction during the epidemic shows that we have increased the score of 15 again compared with the end of 20 19, which is hard-won. However, the epidemic is not over yet and cannot be taken lightly. All business units still need to plan specific measures and implementation plans for the epidemic prevention in the third stage according to different situations, support the differentiated special actions of the war zone in the later period of the epidemic, meet the needs of the owners for special activities, life and services, and help front-line employees solve the service needs in the later period of the epidemic through the content design of questions and answers.

Customer satisfaction is the foundation of our existence. All units should promote the customer-oriented culture to take root and help front-line employees realize the importance of customers. In specific methods, we should adhere to the principle of scientific service to customers and promote the completion of customer satisfaction goals. In terms of service items, soft management such as parking management and decoration management will be improved to meet the rigid needs of owners.

2020 is the special promotion year of cleaning and greening. It is necessary to use extreme management to continue the high standards during the epidemic, so that the cleanliness of key parts becomes the norm, creating a sense of security and increasing the explicit cognition of owners. For the management of reported incidents, it is necessary to set up a stricter early warning mechanism and pay attention to the handling process and results.

In terms of management, middle and senior managers should walk into the park, communicate with the owners and understand the needs of employees and owners. In terms of service mode, the project manager should go from the inside to the outside of the fence, increase the linkage between the community and the street, and explore the way for the owner to meet the demand.

In 2020, satisfaction is the line between life and death and the foundation of survival. Without satisfaction, everything is empty talk.

Sincerely serve the owners

20 19, the theater lays a solid foundation, pays attention to quality and establishes a brand. Through the implementation of specific measures such as "zero tolerance of service attitude and one-vote veto system", the satisfaction of cinema property services got a high score of 92 points, which was higher than that of 20 18 124%, exceeding the overall level of the industry 19 points and exceeding the industry benchmark of Nanning by 5 points.

In the Satisfied Action in 2020, the theater will carry out special actions, focusing on nine key issues and four chronic diseases, and set up four matrix groups to promote quality improvement and fine and standardized on-site management.

In addition, we should serve the owners with care, care and sincerity, so as to achieve focused work, effective implementation, assessment of results, and improve customer satisfaction through the result reversal mechanism.

Be nice to customers.

At the end of 20 19, the customer satisfaction score of residential buildings in the war zone was 88, which was 33% higher than that of 2 18.

In 2020, based on the owner's demand, the cinema found the key and difficult points to improve the cinema's service capacity and owner's satisfaction, and put forward the overall improvement ideas of 5 major items and 23 minor items, especially the viscosity improvement scheme between customers and butlers, and the special contact design to enhance customer perception.

In 2020, the war zone should continue to run through the working idea of "being nice to customers", adhere to satisfaction as the starting point and standard evaluation, and establish a differentiated service system for different owners in the running-in period, stable period and aging period.

She began to vent her anger like a thunderbolt.

Like the green light of rivers and seas.

The satisfaction score of cinemas in 20 19 is 79, which is 14.5% higher than that in the first half of 20 19.

Combined with the problems existing in the scene, the cinema has formulated a targeted and systematic satisfaction improvement plan, which has been implemented in the direction of responsible person, examiner, measurement standard and completion time.

At the same time, through the analysis of the owner's original sound, from the multi-dimensions of active service, conscious service, publicity coverage, ability and specialty, service awareness, and owner's expectation, five safeguard measures, 1 set of ground execution system and six types of solid basic actions are designed to ensure the satisfactory goal of "+1".

In 2020, the theater will fight for the satisfaction of the owners, so that "she begins like a thunderbolt, venting her anger, just like rivers and seas." Resolutely complete the landing of the new housekeeper model, which is the key point related to the success or failure of the goal in 2020. It is necessary to focus on grinding two and grinding one, make up shortcomings, and link real estate to promote business development and achieve goals.

Clear goal, up and down Qi Xin.

The mission must be completed.

In 20 19, the satisfaction degree of the third-party survey in Wenzhou War Zone was 66 points, which was 109% higher than that in 20 18.

For the war zone, 2020 is a special year, and all projects will focus on "customer relationship maintenance" and achieve satisfaction through the improvement of basic services.

In 2020, the war zone will make great efforts to train talents and implement corporate culture. On the basis of existing training, pay close attention to basic training and business skills training, tilt all kinds of resources and increase training efforts.

Through the assistance strategy, the service standardization and system implementation are clarified, and the backbone and key positions are passed, helped and brought. Combined with the actual needs of the project, operational guidance is provided to improve the quality of basic services.

By strengthening operational control, tracking and supervising key work and core indicators, the goal of customer satisfaction is finally achieved.

restart

Struggle forward

The satisfaction score of 20 19 is 79, which is 23% higher than that of the first half of 20 19.

Customer service is our product, and customer service satisfaction is the standard to measure product quality. The theater will focus on stickiness and demand, strengthen business, and lay a good foundation for improving satisfaction. At the same time, in 2020, the war zone should resolutely implement the "one core and two wings" model and cultivate a good talent echelon; It is necessary to empower the front-line team through new models and new training, lay a solid foundation and help fill the gaps.

The curtain rose in the first year.

Summon up your courage and rush to the front.

There will be a large number of delivery nodes in the theater in 2020, which is the real first year, and the theater action plan focuses on implementation.

In addition, cities and projects are encouraged to innovate service design according to customer groups and regional characteristics, increase highlights, and create perfect delivery of each project.

In view of the problem of centralized decoration period after delivery, we will try our best to improve the decoration contact person and carry out special service measures.

After the project is delivered, establish a mechanism to fully understand the owner's needs and strengthen communication and contact with the owner.

Customer satisfaction is the most important thing.

Customer satisfaction is the most important thing, and it is the necessary condition to help realize the real estate goal and realize the transformation of high satisfaction, high trust and high value.

In 2020, although we met the challenge of the epidemic, the epidemic also brought us opportunities. In the future, we will digest the owners' demands in a planned and rhythmic way, increase the perception points and enhance the satisfaction of the owners.

Secondly, different projects should form different styles of play, which should not only have bright spots, but also pay attention to solving owners' problems, promote the landing of seven-dimensional housekeeper, improve the overall awareness of project operation, regard every contact and interaction as a point to improve owners' satisfaction, and make business breakthroughs around the owner's whole life cycle from the owner's needs.

In the epidemic prevention project, it is necessary to further strengthen the epidemic control measures, effectively reduce the infection risk of the epidemic in the park, and once again enhance the owners' perception of property services. In addition, it is necessary to gain insight into the needs of owners, establish a resource platform, provide diversified online services for owners, break down the traditional property service barriers, and start the second curve operation mode.

The new hope service person "dares to climb the peak without fear of difficulties and vows to be satisfied." We work together, bravely climb the peak and forge ahead with determination, which will definitely make the practice of "making happiness happen every day" a reality.