Dear leaders and colleagues,

Hello everyone!

2065438+February 2004, I officially came to Shimao Champagne Lake Garden as the head of the second phase customer service department. For me personally, this is a new life station. From February to now, I have been working unconsciously for nearly 1 year, which is deeply touched. Although many people don't know about customer service, they think it's just simple things such as answering the phone and taking notes. In fact, I will train every employee to be a qualified customer service staff, so that they have considerable professional knowledge, master certain communication skills, and stimulate a high degree of consciousness and work responsibility. I've been trying, working with them. Although customer service is very common, it plays an important role in the daily life of owners. I believe that with the gradual development of society to a high-end level, it will inevitably be valued by most people.

Time flies. In a blink of an eye, the work of 20 14 has ended, and the work of 20 15 has been fully rolled out. With the strong support of the company's leaders and the close cooperation of various departments, the work objectives and work plans of each stage last year have been basically completed. Since taking office, the customer service department has always run through the requirements of the previous property service work, strengthened the internal management of the department and strengthened the level of property service. The work of the department has been significantly improved, and the enthusiasm and sense of responsibility of employees have been greatly improved.

In the past year, after more than 10 months of experience, I participated in four quality trainings organized by the company. With the support of the company's superior leaders and the joint efforts of the company's customer service functional departments, project leaders and employees, I have achieved certain results in my work. Here, I am very grateful to the company leaders for their strong support and help in my work. In order to better carry out the next step and find and improve the shortcomings in the work in time, I now make the following report on my current work:

First, the daily work of the department and the performance of its own responsibilities and my work performance.

Do a good job of internal personnel management within my jurisdiction. I am active, diligent, conscientious and responsible in my work, set an example, and abide by the company's various management regulations, setting a good example for the employees of this department. At the same time, after taking the post of "supervisor", I can report to the leader in time, convey and arrange the work to my subordinates, ensure the smooth flow of information and ensure the smooth progress of the work.

1, effectively and reasonably arrange the work.

According to the actual work situation and employees' own characteristics, assign tasks in a targeted manner in order to complete the work and do it better. In the Youth Day activity of Project 20 14.5.4, the employees of the department won the championship team.

2. Coordinate with relevant departments.

I can communicate with all departments of the company and the customer service department of the developer according to the actual work situation to ensure the smooth development of daily work and better discuss and solve the difficulties in the work.

3, do a good job of the owner's complaint handling communication and return visit.

Lead and guide employees to track and deal with the important complaints of the owners through various desirable ways and skills, and reply and pay a return visit to the owners. In the past year, our department handled 2 1 complaints. Arrange employees to pay regular visits and return visits to the owners in time, collect information and explain to the owners through zero-distance communication with the owners, minimize the troubles brought to the owners and get the understanding of the owners. In the daily service work, it is necessary to understand what the owner needs, and provide fast and efficient services according to the effective matters reflected, paving the way for handling the complaints of the owner and playing a good role in the later complaint handling.

4, supervise and do a good job of employee attendance.

According to the management requirements of the company, strictly implement the employee attendance system. Strictly require not to be late for work, leave early and sign in and punch in.

5. The collection methods of property fees are flexible and diverse. During his tenure, the collection rate of 20 14 property fees reached 94%.

6. The leader requires the employees of this department to realize the service promise of "everything is in place and there is an echo" in the owner's repair report. This year, we received and handled 1255 customer reports, with a completion rate of 98% and a customer satisfaction rate of 100%.

7. In order to improve the professional knowledge of departmental staff, improve their own quality and business skills, departmental training was conducted in strict accordance with the training plan, and departmental staff were organized more than 60 times this year.

8. Successfully planned and carried out many wonderful community activities.

Participated in the smooth development of 12 community activities, such as 3.8 women's day flowers, 5. 1DIY parent-child environmental protection activities, 5.29 elderly birthday party, etc. , better close the relationship with the owners. Among them, the Mid-Autumn Festival Gala won the first place in Changzhou Branch in the company's community culture selection.

Second, the personnel team management

1, strengthen internal discipline management.

Discipline is the guarantee of a strict team and a powerful guarantee to ensure the normal work. In the future work, we should "always grasp and manage discipline" and adhere to the "system" in order to build a "disciplined" customer service team.

2. Strengthen work implementation and supervision.

Strictly implement our company's working principle of "emphasizing procedures, paying close attention to implementation, and implementing immediately from me"

3. Strengthen the training of employees.

Strengthen training, improve employees' communication ability, coordination ability and ability to deal with emergencies, implement various plans and new measures, pay attention to details, pursue the service concept of "providing the most suitable service", constantly guide employees to change their concepts, establish a good sense of active service, start with improving the concept of quality service, and carefully study every service detail, thus promoting the perfection of the whole service system.

4. Carry out employees' spare-time activities to enhance departmental cohesion and team spirit.

Third, shortcomings in the work.

Summarizing the work of 20 14, although some achievements have been made, there are still some shortcomings:

1, department employees sometimes do things carelessly and have a weak sense of responsibility;

2. The communication ability with the owner is still lacking;

3. The communication between the customer service front desk and the building housekeeper was not timely, which led to some negligence and delayed the work.

4. The department personnel are not fully developed, but only engaged in a single job.

Four. 20 15 year work plan

With the strong support of the company's leaders and the close cooperation of various departments, all the work of the customer service department has basically completed the work objectives of each stage. Looking forward to the 20 15 year of refined management, we are full of confidence.

The customer service department is the window to contact the owner, and the service consciousness and quality of the customer service personnel directly affect the overall work of the customer service department. In order to better serve the owners, improve the service quality of property services and make the owners more satisfied, our department should carry out work from six aspects.

First, do a good job in customer daily service, improve the timely rate and completion rate of owner's repair, and reduce the complaints and dissatisfaction of owner;

First of all, our department should standardize internal management and strengthen the training of employees.

Customer service personnel have more contact with owners, different owners will have different needs, and the professional level of customer service personnel is uneven. In order to better serve the owners, all departments should strengthen the training of employees' professional knowledge, conduct regular assessment, constantly improve the service level of customer service personnel, and strive to pursue the owner satisfaction rate 100%. Formulate a more comprehensive etiquette standard for property management, and strengthen the training of customer service personnel in language, etiquette and transaction processing ability. When receiving the owner's repair report, we must first operate in strict accordance with the specifications, and then the housekeeper of each floor will follow up and pay a return visit in time to avoid complaints caused by the owner's delay in handling the repair report.

Secondly, the customer service staff should "think what the owner thinks and be anxious about what the owner is anxious about".

As a service industry, what we need is to think more about the owners and create a warm, harmonious, safe and comfortable living environment for the majority of owners, so that the owners are moved and feel that they are enjoying a kind of service, which is warmer than "home".

Second, innovate the idea of dunning, and strive for 20 15 service charge dunning to complete the established dunning index according to the company's established time requirements;

First of all, we must understand that the collection of property fees is directly related to the normal operation of the company and the vital interests of every employee. I want to lead the staff of the department to take reminding as the core work.

I believe that as long as our service can be truly implemented, the owners will be moved in our daily work, communicate with the owners more, think hard, and serve the owners with our sincerity, and the owners will certainly be moved. Of course, it is not excluded that those so-called unruly owners refuse to pay property fees. For these owners, we should be bold in innovation, innovation and change. The old method of dunning is not only boring for us, but also for the owners.

According to the owner's personality characteristics and preferences, formulate corresponding dunning measures and arrange special personnel to make dunning. For those typical delinquent households, it is necessary to communicate with the owners in time in the next cycle, including holiday greetings and text messages. We can also visit them at their home.

In fact, according to the development law of the market, the promulgation of some relevant laws and regulations is conducive to the development of property companies.

Third, improve the management of the department, so that the quality work will be steadily improved in 20 15 years;

1, strengthen the training of departmental staff, so that employees can master professional knowledge and improve their business handling ability;

2. Strengthen departmental discipline, be strict with yourself, strengthen employees' sense of responsibility, and improve owners' satisfaction;

3. Organize multi-organization joint patrols to improve the quality inspection ability and quality of park housekeepers in the form of mentoring;

Fourth, increase publicity, innovate ideas, and make the 20 15 community activities bigger, newer and more influential;

Mainly from the following aspects:

1. set up a community activity Commissioner, who is mainly responsible for external publicity;

2. Unite the community, organize community activities together, and make community activities bigger and more influential;

3. Contact and sponsor with surrounding enterprises to increase business income.

Fifth, do a good job in departmental personnel management and build a stable, efficient, cooperative and pragmatic team;

1, caring for employees in work and life, helping them as a mentor in work, caring for them as friends in life, giving employees a sense of belonging, making employees devote themselves to their work and improving work efficiency;

2. Organize more employee activities, so that employees have a good communication platform and enhance the cohesion of the department.

3. Strengthen the company's system training, use the system to restrain everyone's behavior and form good habits.

Sixth, do a good job in maintaining the relationship between project owners, improve the satisfaction of owners, establish more customer relationship groups, and support and cooperate with the daily work of the project;

1, insist on visiting key owners on holidays, and the park housekeeper should pay a regular visit to the owner's home;

2. On holidays, send a blessing message to the host with the SMS platform to make the host feel warm;

3. When water and power are cut off, take preventive measures, and remind the owner by SMS in time to make corresponding preparations;

4. Provide some personalized services appropriately to attract a group of regular owners to support our work;

5, regularly carry out the owner's forum, listen to the owner's voice, absorb the owner's good opinions and suggestions, and improve the service in time;

6, regularly carry out community activities every month, close contact with the owner, let the owner feel our service;

7. Do a good job in the housekeeper's duty service from 8: 00 to 8: 00, so that the owner can reflect the problem at close range and solve it in time to improve work efficiency.

Under the guidance and care of my superiors, I have been studying and summing up my work experience. I will work harder, overcome my shortcomings, constantly improve myself, strengthen my study, improve my internal quality and professionalism, and strive for better results in my future work! At the same time, I sincerely hope that the leaders can correct my work more, and the close cooperation of colleagues in various departments will enable me to learn and improve constantly in this opportunity. I believe I can do better! Thank you!

Presenter: XX

Position: Head of Customer Service Department

20 15 years 1 20th of the month