Annual work plan for property customer service

The days passed silently in the blink of an eye. We will usher in a new round of efforts. There must be a lot of things to plan. But how can you avoid self-indulgent work planning? Below is a sample article on the property customer service annual work plan (selected 5 articles) that I compiled for you. It is for reference only. You are welcome to read it. Property Customer Service Annual Work Plan 1

20xx is a year for the property company to improve quality services, and it is also a new year for our work to carry forward the past and open up the future. In addition to continuing to adhere to the concept of "owners first", we must also It is necessary to develop new work ideas. At the same time, next year we will face the difficult challenges of collecting houses from the owners of the third phase, serving the owners of the first and second phases, and collecting the property fees of the first phase. Therefore, we must strengthen our sense of crisis and follow the spirit of the 18th National Congress of the Communist Party of China. Promote a sense of hard work, realize the comprehensive, healthy and orderly development of all the work of the property company, and lay a solid foundation for completing the annual work goals of the property company in 20xx.

The main work focuses on the following aspects:

1. Handover work

1. Be prepared to receive the third phase of the project and increase the talent reserve. Ensure quality control during initial inspection and re-inspection to avoid extensive repairs and rectifications after the keys are handed over to the property. After accepting the three-phase keys, they will be checked one by one, standardized and managed, and sealed in a unified way.

2. Do a good job in the statistics of the first, second and third phase housing delivery data, owner information and house inspection form management, and have a dedicated person be responsible for it.

3. Make arrangements for the work at the delivery site and the inspection before the house is delivered, and cooperate with the sales department to borrow keys.

2. Daily work

1. Do a good job in receiving daily calls and visits from owners, and do a good job in detailed registration and data statistics of problems, and do a good job in writing off accounts at the front desk and returning visits from owners .

2. Do a good job in on-site signing and key issuance at the time of handover, and be fair and meticulous.

3. Construction of property management team.

Since the employees in the customer service department have basically never engaged in property management work before, their current professional level definitely still has room for development. While cooperating with the company to adjust its organizational structure, we will further strengthen the building of the property management team. , refine the division of labor, strengthen performance appraisal, and improve the professional quality of each employee. Next year, we plan to strengthen the organization of various training activities, and conduct property service building competitions from time to time to temper a team that is willing to fight, able to fight, and capable. A workforce that fights hard.

4. Improving service levels

Since the property management company has just been established for less than two years, the various environments in the community are relatively complex, and there is no place to learn from, so it is inevitable that some problems will arise in the work. There are shortcomings. In the next step, we will deeply understand the connotation of property management, strengthen and deepen the special work of customer service level and service quality, strive to improve owner satisfaction, further improve service levels, strive to improve owner satisfaction, serve the owners wholeheartedly, and make the properties of xx Property Company The management level has reached a new level.

5. Do a good job in collecting and collecting the first-phase property management fees.

Seriously do a good job in publicity of property fees and do a good job in explaining the property owners. Let owners realize that property management fees are the economic basis for a property to survive. It is the owner's right to enjoy property services, and it is the owner's obligation to pay property management fees. To ensure the smooth development of the next step of property management work and the smooth collection of property management fees from owners in the future, pave the way.

6. Department Coordination

In the next year, the customer service department will fully assist the work of all departments of the property company, close relations with each department, and properly handle owner disputes and opinions in a timely and effective manner. suggestion.

7. Key management

Summarize last year’s work experience and implement key management to people. The administrator and the keys must not be separated, and they are responsible for indoor items and whether the entrance door is closed.

Property Customer Service Annual Work Plan 2

According to the customer service department’s 20xx work plan and many existing problems proposed in the company’s “20xx Work Summary and Plan”, our department proposed the following plans and measures after discussion at a meeting:

1. Work plan for 20xx:

1. Before March 20xx, the detailed information of owners who have owed property fees for more than three years will be collected. The name, contact information, and The number of years in arrears and the amount of arrears are accurate.

2. In March, the multi-layer 20xx annual property service fee will be called for, and reminder notices, phone calls, and text message notifications will be posted to create a payment atmosphere.

3. In April, as the heating stopped, various repairs began to be carried out. In the work of receiving repair reports, no matter how big or small the report was, records were received, everything was tracked, and every item was visited.

4. Pay close attention to the internal construction of the team, work discipline, strictly implement the company's rules and regulations, and continue to organize department employees to conduct training on a regular basis.

5. Regular exchange of ideas, weekly summary of the previous week's work and discussion to formulate next week's work plan.

6. Regularly hold service quality evaluation meetings of various departments to standardize customer service personnel services, enrich and enrich professional knowledge, and provide better services to community owners. Service skills can be improved by organizing visits to other excellent communities, studying relevant professional books, and training.

7. Improve the owner's files, visit owners who have no files or whose files are not detailed, and improve the owner's files with the help of the household information obtained by the community neighborhood committee.

8. Other tasks assigned by leaders.

2. Problems and improvement measures in the work in 20xx:

(1) The property fee collection rate in 20xx was only 70%, which was affected by various maintenance problems. , there are also major problems in charging methods, reward and punishment systems and personnel management.

1. The charging method is simple

In 20xx, the property fee collection rate in my community was low. Most of the toll collectors used the method of calling for payment, and most of the homes did not have it when they came to collect payment. people. In response to this situation, we need to carry out telephone collection and door-to-door collection at the same time, adjust the working hours of toll collectors, and ensure that all toll collectors come to collect collection on Saturdays and Sundays. Negotiate and negotiate fees when meeting owners on the road, visiting, or visiting owners.

2. The reward and punishment system is imperfect and unreasonable

Our department now adopts a reward and punishment method for charging 10 households per week. The effect is obvious in the early stage of charging, but the gap between toll collectors is large. Some toll collectors can basically complete their tasks, but some cannot collect even one household. As the number of arrears decreased, it became more difficult to charge fees, and there was no timely adjustment in the later period. For the collection of property fees in 20xx, our department proposes: Develop a monthly collection plan and the number of households visited every day, and wages will be paid according to the percentage of completion of the monthly collection tasks and the completion of the daily visits. The specific task situation must be carefully studied, reasonable and scientific, which will not only put pressure on the toll collector, but also have the temptation of salary after completion.

3. Management issues of toll collectors

In last year’s property fee collection work, my leadership work had many shortcomings. The work was arbitrary, rewards and punishments were not recorded clearly, and I did not have timely control over the toll collectors. Thoughts and dynamics, problems were not discovered in time, and problems were not solved well. In last year's toll collection work, individual toll collectors had great resistance to the department's work plan and charging system, and some toll collectors were obviously lacking in motivation. In the property fee collection work in 20xx, I want to correct many problems that existed in my previous work, communicate in a timely manner when problems are discovered, and solve problems with a gentle attitude.

(2) The customer service center is the bridge and information center of the management office, and plays a role in connecting internal and external affairs. The service level and quality of customer service reception directly affect the overall work of the customer service department. This year, the work discipline of the customer service center is loose. , service awareness and work motivation have dropped significantly.

In 20xx, our department will do a good job in employee service management. Employees will conduct self-inspections and mutual inspections on clothing and etiquette before going to work every day, so that customer service staff can maintain a good service image and strengthen customer service staff's language, etiquette, communication and problem handling. Skills training has improved the service quality of customer service staff. The department has established a service philosophy of "thoughtfulness, patience, enthusiasm, and meticulousness" and implemented this philosophy into the service to the owners. In the service, the owners' matters are truly treated as their own. Strictly implement the company's rules and regulations, and severely punish bad behaviors such as playing on the computer during working hours.

(3) The customer service department’s work of receiving repair reports and inspecting inspections was not detailed enough. The records of receiving repair reports were unknown. The inspection areas and routes were single and careless. Various safety hazards and violations were not discovered, resolved, and reported in a timely manner. Acts of the Interim Management Statute. In the new year, our department will formulate strict inspection standards for community inspections, decoration inspections, etc., implement them conscientiously, and fill in inspection records in strict accordance with company regulations. The work of docking repair reports should be done in a way that no matter how big or small it is, every matter should be recorded in detail. Prepare maintenance files for individual households to document major and minor repairs.

There are many shortcomings in the work of our department in 20xx, there are new problems, and there are old stubborn diseases. However, under the guidance and care of the company leaders, all employees of our department are confident to do all the work in 20xx. Property Customer Service Annual Work Plan 3

Everything is new and renewed. The new year is about to begin, and the comprehensive customer service department is also facing a new environment and test. Based on its own situation, it has made the following work plan:

1. Focus on customers and vigorously improve service quality.

1.1 Find and create opportunities to strengthen communication with customers in various forms, such as door-to-door visits, customer satisfaction surveys, correspondence, interactions during holidays, etc. Timely grasp customer information, grasp customer needs, and make every effort to meet customer needs and provide customers with high value-added services. Improve customer satisfaction.

1.2 Use helpdesk management software to focus on the collection, analysis, and comparison of customer information; make timely responses based on customer feedback information.

1.3 Focus on customers and improve business processes and operating procedures.

1.4 Promote the expansion and give full play to the function of the "Caring Housekeeper Group" so that each member can truly "connect" with customers and solve problems for customers in a timely manner.

1.5 Standardize, strengthen, and refine the polite hospitality and enthusiastic service of customer service personnel.

2. Fully cooperate with government agencies to provide public services.

2.1 Promote, communicate and implement relevant laws and regulations of government departments in a timely manner.

2.2 We will continue to fully cooperate, support, and implement the policy instructions of governments at all levels and play our due role.

3. Strictly control outsourcing parties and ensure quality.

3.1 Use the "monthly meeting" system for outsourced parties to further strengthen the quality control and management of outsourced party services. If problems are found, they should be rectified within a time limit. For the management of outsourced parties, we have developed a "strict, detailed and practical" work style.

3.2 For one-time outsourcing service activities such as "exterior wall cleaning", send a dedicated person to follow up, identify problems, and have them rectify them immediately to strictly control quality.

4. Establish a smooth communication platform and do a good job in publicity.

4.1 Give full play to and utilize the role of the bridge and window of the publicity board, timely update and enrich the information on the publicity board, and timely release relevant management information, service information and external information of the project department to the owners.

4.2 Comprehensive display to customers and establish a good image of the property department.

4.3 For issues of common concern to the owners, use the bulletin board to publish them to the owners in the form of special topics.

4.4 Further smooth and broaden communication channels with owners.

5. Strengthen employee training and improve employee quality.

5.1 Based on the "Training Plan", focus on training customer service personnel on "service awareness, courtesy, case analysis, etc." to comprehensively improve the overall quality of customer service personnel.

5.2 Develop new courseware in various forms, increase training on new topics and new ideas, and broaden training forms.

5.3 Pay attention to the verification and assessment of the effects after training, and ultimately achieve the purpose of improving service quality.

6. Strengthen internal management and implement quality system requirements

6.1 Strengthen the implementation inspection of the Five Permanent Laws so that every employee can master them proficiently and effectively apply them to work.

6.2 Improve the management methods of electronic archives and document archives; clarify the relevant systems and management processes for archives management; bind some emergency plans, plans, procedures, processes, etc. into separate volumes.

6.3 Strengthen the management of front desk services and employee discipline.

6.4 Effectively utilize ISO9001--this management tool, scientifically manage, standardize each service process and service details, and record and retain valid data to improve service quality.

6.5 Strengthen the implementation and supervision of various plans and processes.

7. Strive to improve and follow up in a timely manner

7.1 Continue to do a good job in garbage classification and strive to become "Beijing's Excellent Demonstration Park for Waste Classification".

7.2 Prevent and control the white moth in advance to prevent the white moth from flooding the park and causing losses to the park and the company.

7.3 Strive to create a “garden-style unit” and do a good job in related work.

7.4 Management emphasizes people-oriented, emotional people, touching people with emotion, and filling the park with emotion, and strives to create a harmonious park and an emotional park.

The Customer Service Department, under the leadership of the Perfect World Project Department, will continue to follow the project department’s strategic deployment and requirements, assist the project department in completing the company’s various indicators, strengthen communication with owners, improve service quality and provide control We will continue to work hard to carry forward the essence of Shangdi Property Management. Property Customer Service Annual Work Plan 4

(1) Continue to strengthen customer service level and service quality, and the owner satisfaction rate reaches about 85%.

(2) Further increase the level of property charges to ensure that the charge rate reaches around 80%.

(3) Strengthen department training to ensure that the professional level of customer service staff is significantly improved.

(4) Improve the customer service system and process, and the department will basically realize institutionalized management.

(5) Closely cooperate with the work of various departments to promptly and properly handle owner disputes, opinions and suggestions.

(6) Strengthen the management of cleaning outsourcing, ensure inspections and assessments, and continuously improve service quality.

Looking back on XX, the work was full of hardships and ups and downs, but we gained growth and achievements. Looking forward to next year, we will be greeted by opportunities and challenges. To this end, all employees of the Customer Service Department will continue to work together in the next year to achieve department goals and contribute to the company's development.

1. Pay close attention to the internal construction and work discipline of the team.

2. Summary of regular exchanges of ideas.

3. Establish a manager’s mailbox to accept suggestions from employees to better serve the owners.

4. Improve the management system and formulate operating standards based on work standards.

5. Recruitment and training of personnel.

6. Building acceptance content and on-site inspection and study.

7. Preparation and implementation of handover work.

8. Management and leasing and sales of vacant units.

9. Complete the owner’s files.

10. Collection and collection of fees.

11. Handle owners’ complaints and consultation issues and follow-up work, and establish a return visit system.

12. Organize learning and training to improve employees’ work level and service quality.

13. Visit regularly, solicit opinions from owners, and continuously improve service quality.

14. Organize and carry out community cultural activities and owner social activities.

15. Responsible for all procedures of check-in, house inspection, house handover and decoration.

16. Sign property service contracts, decoration agreements and other documents.

17. Carry out other paid services according to the owner’s requirements.

18. Supervise and inspect the service quality of each department, and promptly rectify unqualified services.

19. Regularly hold service quality evaluation meetings for each department to continuously improve service quality.

20. Other tasks assigned by leaders. Annual work plan for property customer service 5

According to the company’s strategic goals and work deployment in the new year, Yuyuan District’s work plan in 20xx will be closely To carry out work closely around the "Year of Service Quality Improvement", the main work plans are:

1. Fully implement standardized management.

Revise the work manuals of each department on the original basis, standardize the work process, strictly implement the work system, increase the implementation of the system, and make management work well-founded. We will also standardize management and improve all kinds of files. We will focus on standardizing records in forms to ensure that they are comprehensive, detailed and well-documented.

2. Implement performance appraisal work and improve service quality

Based on performance appraisal indicators, implement a target management responsibility system, clarify work responsibilities at all levels, assign responsibilities to people, and pass inspections , assessment, truly reward diligence and punish laziness, improve employees' work enthusiasm, and promote the effective completion of work.

3. Strengthen the training and assessment system

According to the company’s training policy, formulate training plans to improve service awareness and business level. Carry out targeted job quality education to promote the improvement of employees' comprehensive qualities such as dedication to work and service awareness. Repeatedly strengthen training for employees in terms of service awareness, etiquette and courtesy, business knowledge, coping ability, communication ability, self-discipline, etc., and check and implement it in actual work, improve management service level and service quality, improve the overall quality of the employee team, and provide The company reserves human resources for development.

4. Establish a strict security system based on the actual situation of the community

Start with system specifications, assign responsibilities to individuals, standardize supervision and implementation, strengthen team building based on performance appraisal, and increase the supervision of residents in the community The publicity of security knowledge has opened up a situation of joint prevention and treatment.

5. Improve daily management, carry out convenience work, and improve resident satisfaction

Standardize daily work management with systems, and improve the maintenance of community buildings, fire protection, and public facilities and equipment , to satisfy residents, vigorously carry out paid services such as housekeeping cleaning, garden maintenance, water and electricity maintenance, and provide high-quality services to owners.

6. Carry out community cultural activities and create a harmonious community according to the company's annual overall plan.

According to the annual work plan, the focus of the recent work is:

1. According to the "Equipment/Facility Standard Management System" and "Elevator Safety Management Procedure" issued by the operation center, The "Work Plan Management System" and other system specifications are strictly implemented, rectified and improved item by item, and implemented according to the implementation date.

2. Organize training and study for employees in each department according to the daily work assessment standards in the "Performance Appraisal System" to clarify job requirements.

3. Formulate a feasible plan for vehicle temporary parking charges.

4. Cooperate with the development of community cultural activities such as "Warm Community Life Silhouette" in the operation center, and organize relevant departments to make preparations.

5. Complete the monthly training work according to the department plan.

In 20xx, Yuyuan District will use a pragmatic work attitude and the company's overall work policy as the direction to complete various work tasks and assessment indicators with quality and quantity, and achieve great results in the year of service quality improvement.