5 summary report on property customer service work

Summary report on property customer service 1

Time flies, and the life of going abroad for more than a year will soon pass. Since work, u

5 summary report on property customer service work

Summary report on property customer service 1

Time flies, and the life of going abroad for more than a year will soon pass. Since work, under the careful training and guidance of the unit leaders, through their own continuous efforts, they have made great progress and gained great gains in thinking, study and work.

Consciously abide by the company's rules and regulations and insist on participating in every training of the company. I devote myself to my study and work with rigorous attitude and positive enthusiasm. I was once lost for my ordinary life, and I was also lost for the day after day. However, the increasingly fierce social competition also makes me fully realize the importance of becoming an excellent worker with all-round development in morality, intelligence and physique. At the same time, I actively moved closer to the Party organization, submitted an application to the Party, and have been inspected by the Party, hoping to join the China * * * Production Party as soon as possible.

In study, I am strict with myself, with a strong pursuit of professional knowledge and skills, correct working attitude, and integrate theory with practice. In addition to learning professional knowledge, we also pay attention to the expansion of knowledge in all aspects, and extensively dabble in the knowledge of other departments and disciplines, so as to improve our own specialties and ideological and cultural quality, including learning to develop good living habits in life, living a full and orderly life, having a rigorous attitude towards life and a good life style, being warm and generous, honest and trustworthy, helpful, having their own good principles, and being able to live in harmony with colleagues. Because my major has nothing to do with the logistics industry, I have never given up learning theoretical knowledge and business knowledge, and at the same time, I have linked actual combat with theoretical knowledge at work to make the theoretical level simpler.

At work, I have been responsible for customs declaration and assisting colleagues in various positions. I have been working in the operation center, mainly responsible for data declaration and customer service of documents. Wherever I go, I am strict with myself, study hard and strive to be an expert. It is with such a firm belief that I have mastered customs declaration, warehouse receipt statistics and other services and become an all-round librarian of the data group.

I remember that when I first entered the logistics company, I had to arrive at my post more than an hour in advance every day in order to master the business of the logistics company as soon as possible. In addition to my work attitude, I also actively respond to various activities organized by the company and often participate in various activities and colleagues' gatherings organized by the unit.

Summary report on property customer service II

Today, I have changed from an ignorant student to an employee with job responsibilities, and the customer service work has changed from unfamiliar to familiar. I used to think that customer service was simple, monotonous and even boring, but I just answered the phone and took notes. In fact, to become a qualified property customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high sense of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work.

Looking back at customer service work, there are gains and losses. Let me briefly summarize as follows:

1. Daily reception and telephone answering: warmly receive the visiting owners and actively solve their difficulties. Answer the owner's phone, be patient, record the owner's complaints and service matters, coordinate the handling results, and give timely feedback and pay a return visit to the owner.

2. Handling of daily repair: Actively dispatch workers according to different repair contents, and strive to solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.

3. Check the sign-in of each department every morning.

4. Check the health of the hospital and corridor, and notify the cleaning staff to clean the unqualified ones in time.

5. Warehouse management: timely register the receipt and warehousing of goods.

6. Collect the utilities and property fees of the store.

7. Collect all kinds of opinions and suggestions from customers in the process of property management, and constantly improve the service quality and service level of residential property management.

In the process of completing the above work, I learned a lot and grew a lot. I think the most important thing to do a good job in customer service is:

(1) The service attitude must be good. When you see your host in the yard, you should take the initiative to say hello. If you help him open the door and move things, it will make the host trust us more.

(2) Have the initiative, have a pair of eyes that will find problems, patrol the yard of the community every day, and solve problems in time when they are found. Don't wait for the master to come, we don't know what's going on yet, so we should be a prophet of everything.

As a person who has just entered the society and has little work experience, he will inevitably encounter all kinds of obstacles and difficulties in his work. In this brand-new year, I will try my best to correct the shortcomings in my past work and constantly improve and strengthen the following aspects.

1, strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve customer service reception details.

2. Further improve your personality, improve your patience with work, strengthen your sense of responsibility, and cultivate your enthusiasm for work;

3. Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I can join the Sunshine Waterfront Team right after graduating from school. At this moment, my goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Thank you, my work is finished!

Summary Report on Property Customer Service Work 3

In _ _ _ years, with the strong support of company leaders and the solidarity and cooperation of all departments, and with the efforts of department employees, 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 services, and fully urged the maintenance and other business services. Complaints and return visits were properly handled, and the goals and plans formulated at the beginning of the year were successfully completed.

By the end of, 65438+February, 65438+September, 3 12 households had gone through the house delivery procedures. There are 17 1 households who have gone through the secondary decoration procedures, 126 households who have gone through the secondary decoration inspection, and 106 households who have gone through the secondary decoration deposit refund procedures. 2 18 registered parking spaces.

The following is the completion and analysis of important tasks:

I. Daily reception work

Fill in the reception record of 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 feedback and call back to the owner in time. The cumulative number has reached thousands.

Second, the information release work

This year, our department issued various written notices to customers about 20 times. A total of 968 notices were sent by SMS group sender, so that the intention of the notice was sent in time, in detail, clearly expressed, with accurate words, and at the same time, it actively cooperated with the contents of the notice to make relevant explanations.

Third, the owner missed the project complaint handling work.

Before August 18, in * * years, 86 maintenance contact sheets for missing projects were issued, and 28 maintenance completion receipts were received from the engineering department of the development company, with a completion rate of 32%. /kloc-After August of 0/8, * * * submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The engineering department of the development company completed 88 repair orders, and the owner complained that the repair rate was 43%. Our department visited 78 times, the return visit rate was 89%, and the satisfaction rate of engineering maintenance was 70%.

Four, the basement flooding accident treatment work

On August 4th, _ _ _ basement water seepage accident * * * caused property losses of 43 owners. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.

Verb (abbreviation of verb) Family service opinion survey

While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.

As of June, 65438+February and 65438+September, our department visited 38 households and issued 38 opinions on property services. According to the survey, the satisfaction rate of community owners to our reception work is 90%, the satisfaction rate of telephone service is 75%, and the satisfaction rate of return visit is 80%.

Six, establish and improve the owner file work

3 12 The owner's file was improved and updated, and the owner's electronic file was constantly supplemented.

Seven, to assist government departments to complete the work.

Assist Sanhe Street Police Station to conduct a general survey of the owners living in the park.

Handled the certificate of social household registration change for the owner of 10.

VIII. Training and learning

Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.

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:

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

Second, the owner's follow-up and feedback on various missing projects are not timely enough;

Third, the timing, methods and methods of collecting property fees are not perfect; When the property fee was due, the owner urged 1 household, but failed to pay 1 household. The prepaid expenses of utilities are less than 49 households owned by the owner, and 7 households have not paid.

Four, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.

Five, the customer service work is trivial and complicated, and it is urgent to standardize and rationally use advanced management software to improve work efficiency and simplify work difficulty.

Six, the spiritual civilization construction of the community, such as carrying out various forms of publicity and organizing the owners' cultural and recreational activities, has not yet been organized.

Future work direction and thinking:

On the basis of doing a good job in charging fees and daily work, our department will continue to strengthen the training and guidance of employees, further clarify various responsibility systems, strengthen departmental work discipline and service norms, and do all the work in time according to the objectives, budget and work plan.

First, further refine and clarify the scope and content of work of department employees;

Second, strengthen training to ensure that the employees of the department are competent for the corresponding posts and continuously improve the service quality;

Third, strengthen the discipline management of departmental work, so that the work is rigorous and rules-based;

Fourth, strengthen the follow-up of all kinds of information and working conditions to ensure that all information is smooth and accurate.

Fifth, through the daily work arrangement of the department and the study of psychological debugging skills, an atmosphere of "exercising at work and growing up through exercise" is created, so that the employees of the department have a sense of accomplishment and a sense of accomplishment of "being nervous but not feeling too stressed".

Six, actively study the scientific and formal workflow norms, rational use of advanced management software, improve work efficiency.

Seven, do a good job in the construction of spiritual civilization in the community, carry out various forms of publicity work, and regularly organize cultural and recreational activities of the owners. At the same time, actively carry out and do a good job in various paid services.

To sum up, in _ _ _ _, with the full support of the company leaders, the strong cooperation of various departments and the joint efforts of employees, our department has made certain achievements, but it has not fully met the requirements of the company, and there is still a long way to go before the advanced property management standards. We will definitely strengthen our study in the future. Under the direct leadership of the manager of the property company, according to the policies and regulations of the state, Shandong Province and Linyi Municipal Government on property management and the temporary management regulations of the new century residential quarter, we will provide standardized, fast and effective services for the owners, do a good job in reception, create a beautiful and comfortable life and leisure atmosphere for the owners, and improve the quality of property services.

Summary Report on Property Customer Service Work 4

Busy-the year 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 March 2009, the "one-on-one butler service" has been launched. No matter what problems you encounter in your daily work, you can do it without shirking. 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, do a good job in 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, 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. Mainly combined with the "Regulations on Property Management in Residential Areas of this Municipality", "Measures for the Management of Residential Properties in Industrial Parks" and "Measures for the Management of Residential Interior Decoration" and other laws and regulations, learn relevant legal knowledge in order to legally solve the problems encountered in practice and make it clear that property management is not always guaranteed, nor is the property company responsible for everything after paying the property management fee. The company also took some classic cases for discussion. We need to constantly learn and accumulate experience in our work.

-2008 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 our property company Yiting Service Center! Our work plan for 2008 is:

1. Track the situation reflected by the owner in the annual satisfaction survey to improve the annual occupancy rate.

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

3. Implement the Service Specification for Customer Ambassadors, Terms and Conditions of Service Specification for Delivery Reception Personnel, gfd, speaking etiquette, sending off guests, answering and behavior etiquette, and improve the quality and service level of employees.

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

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

Time flies, unconsciously-the service center has been working for a year. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

Summary Report on Property Customer Service Work 5

/kloc-After Xiyuan Property was formally established in June, 2000, _ _ I took over the work of customer service foreman in Xiyuan Property Customer Service Department, and was responsible for the management of customer service group, cleaning group and maintenance group. It lasted for 7 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 these seven months, we have faced a lot of pressure and overcome many difficulties, but we are very 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, served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, regulate 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 implement a work record book.

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. 2,385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 626 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 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, the housing management is thorough and meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, 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 the water leakage of the owner's house in the renovated community. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities.

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, 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 check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Six, 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 responsibility system for the area, implement the personnel, posts and work contents, and regularly check the system every week, 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 workers insist 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, detailed and clear account management.

According to the classification rules of finance, every incoming and outgoing account is recorded in the account in different categories. At the same time, carefully verify the records of receipts, money and tickets, do a good job in bill management, and hand in and collect them in time. In just 7 months, 5 1 receipt has been collected, 42 copies have been handed in, 4 copies are in use and 5 copies are reserved. * * * Paid cash: 5003 1, 70 yuan, of which _ business card printing1236,00 yuan, maintenance fee 5509,000 yuan, self-paid property fee 239 10 yuan, management fee 9178,000 yuan. Property fee deducted from payroll in July-65438+February: 437376, 85 yuan. So far, there has been no disappearance, false report or wrong payment.

Nine, publicity and cultural work.

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the service concept of the property and the center, ensure smooth communication channels, adhere to the correct service concept (reasonable or unreasonable), 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.

Regular natural gas recharge service twice a month, providing half-year service for 55 owners. During this period, there was no mistake in money, cards and tickets, which established a good reputation among residents.

Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, I was praised by the residents. I helped the owner contact housekeeping services such as hourly workers and paid services such as home appliances. Provide an entertainment environment for owners to play the piano and sing songs, and close the relationship with residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "Spring Festival Song and Dance Festival".

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

In this survey, a total of * * questionnaires were distributed and recovered, and the overall satisfaction with property management was, including customer service satisfaction, cleaning satisfaction and maintenance satisfaction.

After seven 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. Whether for property leaders, colleagues or residents, frankness itself is a good respect, and only sincerity can 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.

These seven months' work has also exposed its own problems and defects, such as weak equipment management and lack of communication with the upper level, which need to be improved and studied in the future work. At the same time, I hope I can have the opportunity to study in a more mature community, master more skills, improve my professional level, and have more horizontal contacts 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 everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, and take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, so that our Xiyuan property can sneak into the hearts of residents and work hard for the arrival of the New Year! "Xiyuan Property, come on!"

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