How to write a summary of property customer service work?

Property clients work hard every day and live a happy and fulfilling life. Property customer service needs to write a work summary regularly, so have you written a work summary? The following is a summary of the property customer service work I brought to you. I hope it will help you!

Summary of Property Customer Service Work 1

This month, with the strong support of the company leaders and the solidarity and cooperation of all departments, and with the efforts of employees, our customer service department earnestly studied the basic knowledge and job responsibilities of property management, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in a timely and thoughtful manner, and fully urged the maintenance, complaints, return visits and other business services to be properly handled, and successfully completed all the goals and plans.

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 month, our department issued various written notices to customers about 10 times. A total of 268 SMS notifications were sent, so that the notifications were timely, detailed, clear and accurate, and at the same time, they actively cooperated with the contents of the notifications to make relevant explanations.

Third, the owner missed the project complaint handling work.

18 years ago, 20__, * * 86 copies of maintenance contact sheets for missing projects were issued, and 28 copies were returned by 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 maintenance replies, and the owner complained that the maintenance 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 4, 20__, the basement was flooded, causing property losses to 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.

Six, establish and improve the owner file work

1 12 the copy of the owner's file was improved and updated, and the owner's electronic file was continuously supplemented.

Seven, to assist government departments to complete the work.

Assist the Sanhe Street police station to conduct a general survey of the owners staying 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.

Summary of property customer service II

In retrospect, it seems that it happened when I first applied for the customer service position of the property management company of the Chamber of Commerce, but now I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and the customer service work has changed from unfamiliar to familiar.

Many people don't understand customer service, and feel simple, monotonous or even boring. They just answer the phone, take notes and surf the Internet when they have nothing to do. In fact, to become a qualified 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. Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

I. Main work contents in the past year

1. A small part of the customer's decoration procedures and certificates, as well as the filing of the merchant's information, files and keys belong to the merchant's rudder and a part belongs to the private owner.

2, familiar with all aspects of information, including the owner, decoration units, construction units and other information, at the same time make records, notify the relevant departments and personnel for processing, and track this process, after the completion of a return visit.

3. You should be familiar with how to make, send and file letters and documents, and how to use single letters sent by Guide Company, Suntech and Maozhi Office, notices for rectifying paragraph order, warm tips, article release notes, small construction orders, large decoration materials and maintenance orders.

Second, growth and harvest

1. The tempering at work has shaped my character and improved my psychological quality. For those who are new to property management and have little experience, they will inevitably encounter various obstacles and difficulties in their work. With the help of leaders and colleagues, I have the courage to face difficulties and dare to challenge, and my personality has further settled down. I think we should keep a good mental outlook and working condition in front of customers. As customer service staff, we should put professionalism and smiling service in the first place.

The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should always put your work first and keep smiling, because you represent not only your personal image, but also the image of the company. Try to keep smiling service, gradually become fearless when communicating with a few difficult customers, and gradually improve etiquette such as reception etiquette and telephone etiquette.

I realized the importance of details in my work and life. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. In the wool trade center here, I deeply realize that details should not be ignored or sloppy. Whether it's every line and punctuation when reading official documents, or the refined and hygienic service that leaders emphasize without dead ends, I deeply realize that only by going deep into the details can we get rewards from it. Details bring benefits and details bring success.

I have developed my talents in my work and study. When I try to finish every job, I get my support and affirmation. I remember that during the woolen trade fair, in order to do a good job, our customer service department, engineering department and security department all worked overtime in these four or five days to do their jobs well. Although very tired, they all reflect the unity spirit of our customer service center. This shows that everyone is full of passion for their work. As for the computer maps of the abcd area on the first and second floors of the whole wool textile trade center, I will treat them seriously and responsibly, and try my best to do all the work better one by one.

Work to be strengthened in the next 20 years.

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

2. Strengthen the ability of document production and expand various work skills, such as learning the operation of some new computer software and how to answer customers' questions.

3. Further improve your personality, improve your patience with work, pay more attention to details, strengthen your sense of responsibility, and cultivate your enthusiasm for work.

4. 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.

I am very happy to come to the big family of wool trade center. The cultural concept and working atmosphere of the property management company unconsciously infected and promoted me.

Let me study at work, grow in my study, and determine the direction of my efforts. At this moment, my goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Summary of Property Customer Service Work 3

As an ordinary property customer service specialist, my job responsibilities are mainly to be familiar with and master the laws, regulations and policies of property management, constantly improve and update my knowledge structure, and keep up with the development direction of property management with the times; The second is to use the theoretical knowledge learned to guide their practical work and try their best to deal with and coordinate the relationship between enterprises and owners; Do every job dutifully, always maintain a good mental state, adhere to the concept of service first and management second, win the trust of the owners and maintain the good image of the company. As a member of the company, this is what I have to do.

At work, I summed up a set of work experience.

1. First of all, we should do ideological work to cool the complainant or debater.

2. Analyze and investigate the cause of the problem.

3. If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;

4. Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future. Paying a return visit to handle complaints and disputes can make our work affirmed by the owners, and at the same time, it can also shrink our relationship with the owners and facilitate the future property management work.

On this basis, nine steps to realize zero defects in work are established:

1, clear requirements: the owner is not always right, but always the most important; Fully meet the needs of customers and take this 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 once: do it right for the first time in execution, and don't treat the working process as a testing ground.

4. Responsibility in place: decompose and implement the service quality objectives to all departments, posts and individuals, and implement them step by step as planned.

5. Intensive training: instilling ideas, imparting knowledge and training skills.

6. Strict inspection: personal self-inspection, supervisor/manager supervision and administrative center inspection; And analyze the results to clarify the problems, causes and responsibilities.

7. Circulating return visit: regularly and timely correct the problems existing in the service (especially the complaints of the owner) and formulate corresponding preventive measures.

8. Integrated organization: on the basis of linear organizational structure, focusing on customer satisfaction, improving the system of the first responsible person, speeding up information exchange, and highlighting the idea of total quality management.

9. Standardized operation: further improve the operation specifications.

The implementation of property zero defect will further improve the service quality, enhance the brand image of the company and consolidate the property market.

Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.

Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so in the new year, I think I can increase customer satisfaction through my good service and well-planned customer return visits. And the company is also developing towards the goal of zero complaints and no complaints, providing high-quality products and services.

Customer satisfaction is the most important criterion to measure a company's service quality. Through the personal investigation of customer satisfaction, we can find that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.

As a member of the company, I will abide by my duties, constantly improve myself, study hard in my daily work, learn from each other's strong points and earnestly complete the work arranged by the leaders. thank you

Summary of Property Customer Service Work 4

The busy 20 years will soon pass. 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 20__ "One-on-One Butler Service", no matter what problems you encounter in your daily work, you 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, 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 Urban Residential Areas", "Measures for the Management of Residential Properties in Industrial Parks" and "Measures for the Management of Interior Decoration of Residential Buildings" and other laws and regulations, we learn relevant legal knowledge, solve problems encountered in practice from a legal perspective, and clearly realize that property management is not always guaranteed, nor is it that property management companies are responsible for everything after paying property management fees. The company also took some classic cases for discussion. We need to constantly learn and accumulate experience in our work.

Four. working face

1. Follow up the situation reflected by the owner in the 20__ _ year satisfaction survey to improve the occupancy rate in 20 _ _ _.

2, continue to standardize the work process, earnestly implement the job 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.

20__ 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 management company _ _ service center!

Summary of Property Customer Service Work 5

20__ can be said to be a year of _ _ property growth and development, and we are constantly improving and perfecting various management mechanisms. Among them, the work of the property customer service department has been concerned and supported by the company leaders, and at the same time, it has also received great assistance from various brother departments. After a year's efforts by all the customer service staff, various work systems have been continuously improved and implemented. The concept of "service first, doing things with heart" is engraved in the hearts of every customer service staff. The new year has arrived. Looking back on the customer service work in the past year, there are gains and losses. The annual work is summarized as follows:

Six of the eight employees in the customer service department have worked for less than half a year this year, which is also the fresh blood of the enterprise. After joining the department, they will master the workflow of the department in the shortest time and adapt to the post work as quickly as possible. Customer service staff will study their job knowledge carefully and answer the questions of the owner in time. In the year, it received more than 10,000 calls 1 10,000, and the customer service staff visited more than 200 households and delivered more than 20 notices. By the end of February, there were 65,438 households in 20 years, 8,483 households were provided with housing, 6,976 households were renovated, and now more than 3,500 households live in communities.

Collection of property fees this year; At present, the collection date of property fees in 1, 2 and 3 phases is divided into four stages, which increases the difficulty of collecting property fees. Since August, the customer service department has called the owners who are in arrears with the property fees, asking the owners to pay the property fees through remittance and counter settlement, and reminding the owners who are now living in the community who are maliciously in arrears with the property fees to stop all services within a time limit. In the process of urging the payment of property fees, although our customer service staff was attacked by the owner's incomprehension and language, the customer service staff could explain to the owner with a service-oriented working attitude. By the end of 65438+February, 6,247 owners had paid property fees, accounting for 75% of the total. This achievement is inseparable from the efforts of each of our customer service staff.

In order to ensure that the owners of the community can take the shuttle bus normally and prevent people outside the community from taking it, which wastes community resources. The customer service department of localhost standardized the issuance of bus cards for car owners, strictly checked the owner's information when issuing cards, and limited each household to issue one card, checked the identity of the owner of the prepaid car card, and registered the loss report for the record, thus controlling the outflow of bus cards. In 20__ years, the main maintenance items reflected by the owner are common problems such as water seepage from the external wall, water seeping into the unfurnished house from the bay window, water leakage from the toilet sewer pipe, window locking, corridor lighting, elevator shutdown and so on. The customer service department has reflected the above problems in time, sent staff to solve them in time and paid a return visit.

Although the overall work of this department has achieved good results, there are still some problems. In order to further do a good job in next year's work, the problems existing in this department are summarized as follows: the professional quality and service level of employees are low, mainly manifested in immature skills and methods to deal with problems, lack of experience in dealing with emergencies, and low professional quality in service. Problems are not handled in time and properly, and there is a lack of departmental coordination, follow-up and reporting in complaint handling, owner's opinions and suggestions, owner's help, etc.

Work plan and key points for 20__ _ _: In 20__ _ _, the key work of our department is to further raise the level of property fees by 65,438+0 to 5 percentage points on the basis of 20__ _ _. The department management is basically institutionalized, the sense of responsibility and service level of employees are significantly improved, various services are carried out in an orderly manner, the satisfaction rate of owners is improved, departmental training is strengthened, and the level of customer service business is improved, and all departments cooperate closely.

At the same time, I hope I can have the opportunity to study in a more mature community, master a better sense of service and improve my professional level. The new year has arrived. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, take "no complaints from the owners, no regrets in service, no blind spots in management and no hidden dangers in projects" as the working goal, and all the customer service departments will face the new year with a fuller mental outlook and jointly write a brand-new and brilliant page for _ _ property management company.

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