Personal Summary of Customer Service of Property Company 1

Looking back on the work of the customer service department in the past year, I was 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 customer service department, the customer service department has gradually matured in the process of discovery, solution and summary, and achieved certain results.

First, improve the service quality and standardize the front desk service.

Since our Ministry put forward the working policy of "first inquiry responsibility system" in 2000, 2000 has been a year of comprehensive implementation of this policy. No matter what problems you encounter in your daily work, you can be responsible for the end 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 records and statistics, since the beginning of this year, the front desk has received more than 26,000 calls and received more than 0/0300 maintenance, including more than 7,000 daily maintenance by the owner and more than 3,300 maintenance by the company. Telephone calls averaged over 70 times a day, visits averaged over 30 times a day, and return visits averaged over 20 times a day.

While implementing the policy of "first inquiry responsibility system", we trained the front desk in July. Mainly aimed at the front desk service specification, the front desk service specification language, courtesy etiquette, manners etiquette, sending guests off etiquette, answering the phone etiquette, manners and behaviors, and the front desk handling business language. After the training, a written test and daily inspection will be conducted, and service slogans such as "smile, greetings and norms" will be put forward at the front desk every week. We reward and punish according to the usual results until the end of the month, which greatly improved the service at the front desk and was recognized by the majority of 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 park, strict checks are made, inspections are strengthened, and illegal operation and decoration in the park are found. From the perspective of management services, we advised in good faith and stopped it in time, and communicated with the company's legal adviser to formulate corresponding rectification measures, such as building a small attic privately and installing an outer balcony cover. Once found, we immediately issued a rectification notice and ordered it to be rectified immediately.

Third, change functions and establish a royalty system.

In the past, the customer service department did not pay enough attention to the charging work, and there was no full-time toll collector. The building management only charges on Saturdays and Sundays, which leads the building management to put inspection in the first place and charges in the second place. As a result, the building manager has no pressure, and it is the same whether he receives more or less, even whether he receives it or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, we began to reform, abolish building managers, set up full-time toll collectors, and learn to establish an incentive mechanism to dismiss building managers who are not suitable for reform. Recruiting full-time toll collectors has been proved to be effective through reform. The first stage rate is increased from 55% to 58%; The second phase increased from 60% to 70%; The third phase increased from 30% to 40%.

Fourth, strengthen training and improve business level.

Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks 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 department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly training our employees to improve 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 solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello", Tianyuan Property is at your service at any time. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire 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 and improve professional skills.

In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's repair application and resume. We should be able to distinguish the location of the repair application, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property management company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.

Fifth, organize activities to enrich community culture.

The most important thing of property management is to embody humanized management and carry out various rich and interesting community cultural activities, which is a bridge between property companies and owners. A few years ago, the property management company also organized a large number of community cultural activities, such as some parties, garden activities, short trips and various chess competitions. It has been recognized by all the owners, but combined with the actual operation of the property, the standard property fee of 0.3 yuan/m2 can't even guarantee the daily management expenses, let alone a considerable amount of money is needed to organize these activities. In this case, we should overcome difficulties, broaden our thinking, think of ways to make rational use of park resources and carry out paid activities.

According to the actual situation, we contacted some electrical appliances city, fitness equipment center, Yinglilai cake shop, preschool education center and other units to engage in activities in the park. These companies offer a complete plan, and park owners are also involved. Dealers not only distribute gifts, property companies also charge a certain fee to make up for the lack of property fees.

Through repeated activities, it embodies the humanized property management of the community, and also enhances the communication and exchange between the property management company and the owners, increasing the company's income. According to statistics, from March 20, 2000 to March 2000, the total amount of cash and objects collected in the park in the form of activities was about 13850 yuan.

Six, check the installation of the second phase of the water meter, to recover economic losses.

This year, the customer service department has been cooperating with the engineering department to investigate the households who have not installed water meters in the second phase. According to statistics, about 50 households have not installed water meters or paid water bills since they moved in. We must hurry to install watches and try our best to recover the cost. Moreover, in the process of installation, we found new problems. Many cassette water meters need to be replaced with new batteries. Faced with this situation, our department sent special personnel to be responsible for the screening of these 9 buildings and the collection of water charges. With the cooperation of the engineering department, we have installed 36 water meters and recovered the cost.

Seven, the implementation of new tap water charges, timely adjustment of water prices.

In July this year, the city's tap water was uniformly adjusted. There are more than 20-20 households in the park, so we must settle the water charges door to door before the end of June, so as to facilitate the steady and excessive increase of water charges in July. In view of this situation. Time is tight and the task is heavy. We adjust the shifts in time, divide the employees into different areas, and all the employees in the customer service department stop working overtime to collect water charges. Through our joint efforts, we did our best to finish this task in less than one month. In July, the water price increased steadily from 2.0 yuan/ton to 2.8 yuan/ton. At the same time, we have basically passed the households who have never collected water charges. * * * About 50 households were found missing, and the recovery cost was about 2454.7 yuan. On this issue, our department has asked water charges to be charged monthly, not quarterly, so as to reduce work mistakes and find out the situation of each household in detail.

Personal summary of customer service of property company II

Since I came to the post of property customer service, I dare not neglect it. Under the wise leadership of the previous leaders, I successfully completed the work task for one year. Now I will make a summary of my personal work.

First, answer customers' calls in time.

As a property customer service, I often get calls from customers, some asking for information, some needing help and some complaining. I will answer them in time, and I will never be bored by frequent phone calls. I will treat everyone equally. If I handle my work well, I will never make mistakes in my work. I will stick to my post every day to ensure that I can solve the problem for my customers in time, no matter how big the problem is. Even if I can't solve it myself, I will ask someone to help me finish the task to ensure the smooth progress of the work. When I answer, I will listen carefully and patiently, explain my task, do my duty well, keep other customers from having opinions and reduce conflicts.

Second, respect customers.

Customers are our clients. I will greet customers with a smile and make them feel cordial and sincere. I will never implicate others because of my temper. I respect customers. I will do everything I say and do well, without perfunctory or contempt. I respect customers from the bottom of my heart. The most important thing for customer service is to be able to solve problems for customers and bring value to the company. Smile is respect. No matter what the identity of the customer is, I will treat the customer equally, ensuring that the customer can communicate with me calmly and not intensify contradictions. In order to make customers feel my sincerity, I will express my true thoughts through language and body movements.

Third, keep learning.

Although I am just a customer service, I need to master a lot of knowledge, so I will learn various languages by myself, so that I can understand what customers say and what they mean, and do what I dare to do. Often learn from me at the same time, because they are experienced, more suitable for me, can quickly improve my working ability and ensure that I can do a good job, so I usually consult after work or during my lunch break.

Fourth, share the worries for the owners.

For customers who need decoration or occupancy in the community, I will do it as soon as possible, register and check in in time, and put on record in time, so as to reduce the number of owners. When the owner needs to renovate the house, I will contact the decoration company according to the customer's opinions, so that the owner can choose the partner and complete the decoration in time. Of course, I will listen to the opinions of the owners, and I will not use one thing to influence their ideas, but will provide them with some suggestions for them to adopt.

Verb (abbreviation for verb) completes the work arranged by the department on time.

When you come to work, remember that you are a member of the company, so you will finish the tasks arranged by the company in time, never be lazy, ensure the quality of work, give the company a satisfactory answer, stick to your post, obey orders and obey arrangements.

As a property customer service, I should handle the relationship with customers well, do my job well, review my work for one year, sum up my work experience, make persistent efforts and do better next year.

Personal summary of customer service of property company 3

Looking back on my work in the past 20-20 years, with the support and help of the company leaders and colleagues, I have been strict with myself and completed my work well according to the company's requirements. Through years of study and work, there has been a new breakthrough in working methods and great changes have taken place in working methods. The work in the past few years is summarized as follows:

First, the daily work of the customer service department

Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals.

There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.

1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions. As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.

2. Straighten out the relationship and create a departmental workflow. At the beginning of the establishment of the department, almost all work was started from scratch. In this-year period, I have achieved the goal of being familiar with and harmonious with interpersonal relationships, and prepared for coordinating and exerting the ability of various departments to solve work problems in the future.

3. Do a good job in the company's writing, and draft documents and reports. Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.

4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees. Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. Second, the ability of resource integration and promotion is strong, which can promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Limit their unreasonable expectations and improve customer satisfaction.

Second, strengthen self-study and improve professional level.

Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues. I think I have made some progress in the past few years. Through continuous study and accumulation, I have gained work experience in this department and can handle all kinds of problems in daily work with ease. After years of training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.

Three. Existing problems and future efforts

Over the years, I have been able to work conscientiously and creatively, and I have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects: First, I have been groping while doing a lot of work, so that I can't work with ease, and my work efficiency needs to be further improved; Second, some work is not meticulous enough, and some work is not well coordinated.

In the work of-years, I am determined to seriously improve my business and work level and make contributions to the leap-forward development of the company's economy. I think I should try my best to do it: first, strengthen my study and broaden my knowledge. Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company; Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level. Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.

Personal Summary of Customer Service of Property Company 4

As a property customer service, one year has passed now, and I feel that time has passed very quickly. This year, my customer service work in the property was generally smooth, but I also encountered some grievances in my work, but it was finally over. The following is our work this year:

First, complete the reception work

I'm the property front desk customer service. I not only have to make phone calls, but also receive customers. At least one person receives customers every day, and I will serve them seriously. When I have a visiting customer, I usually register the customer information first, and then ask someone to guide the customer. On the phone, he also received customers seriously, tried to provide customers with the information he wanted, smiled at the service, and put all kinds of etiquette norms in place, which left a good impression on visiting customers. I can receive customers well every day, so as to gain the trust of leaders and customers, and everyone appreciates my serious work.

Second, serve the owners well.

When the host needs help, I will try my best to help the host solve the problem. First of all, I will ask the owner what the problem is, record the questions raised by the owner, leave the owner's information, and then find someone to solve the owner's problem. This year, because the owners lost their keys many times, they were helped to get a new key. If there is a problem in the owner's house, we will know the situation in the owner's house for the first time and solve the problem immediately after finding it. In short, we will try our best to serve the owners, make them live comfortably and manage trivial things.

Third, learn etiquette norms.

I am a customer service and a receptionist, so I am the facade of our property. In order to make a better impression on the owners and customers, I have been studying all kinds of etiquette, gradually standardizing my service and behavior, and trying my best to do a good job in customer service. I took part in etiquette training, learned etiquette from body, expression, language and other aspects, and turned myself into a polite and thoughtful customer service, serving the property wholeheartedly, and letting etiquette penetrate the whole body. Create a better image for our hotel.

Fourth, learn professional knowledge.

Even in customer service, I am actively learning, especially my professional knowledge, which I am not enough. So in my spare time, I still study hard, try to acquire knowledge, make my work more professional, and provide better services for owners and customers.

The new year is coming, and I welcome it with hope. I look forward to my good development next year, get better results in customer service posts and become an excellent customer service staff in our property. Then I will work towards this goal, so that my ability will be improved again and I will truly become a professional customer service. In the future, when I come, I will not shrink back, and I will definitely get my share of the results.

Personal Summary of Customer Service of Property Company 5

Time is an arrow that opens the bow. Can't stop, can't catch up. To this end, I can only let myself keep moving forward and stick to it so as not to be left behind by time.

In the past 20 years, I have also actively strengthened and improved myself in my own work, in order to better serve and help the owners in the work of property customer service, actively display the services from the property, and let the owners feel our efforts and attention to the work.

Now that a year has passed, I have experienced a lot in my work and changed a lot. I feel that my ability has changed and improved greatly. The situation this year is summarized as follows:

I. Service improvement

As customer service, it is our most important job to do well the service reception and business handling of the owners. At work, I have carefully prepared my service and reception. Be able to keep smiling at work, care about service, listen carefully to the questions raised by the owner, put yourself in the service process, analyze the owner's mood and feelings, and make corresponding appeasement and work plan at work.

In addition, there is telephone reception, which is more troublesome and difficult than face-to-face reception. Sometimes, because the host is emotional, he can't express his problems well, or the signal and accent problems make it difficult to transmit information. At this time, I will listen more patiently, carefully determine the host's questions and answer them politely.

Through the efforts and persistence in the service work, I have been well received by the owners during my one-year work and established a good image of the property service corner in the community.

Second, the self-work situation

In my work, I strictly abide by the work regulations, and I am proactive, enthusiastic and cheerful. Treat the owner's problems and requirements, reply at the first time and make a good declaration, and deal with property problems for the owner in time. The same person can make a record of the declaration, call the owner to pay a return visit as soon as the work is finished, understand the current situation of the owner's satisfaction, improve the service and inspection, and ensure the smooth completion of the work.

In addition, I will also check and reflect on my own shortcomings in my daily life. After arriving at the company, I reflect on myself, enrich myself through reading and network in my life, improve my service ability, and strengthen communication with the owners, which makes my service more and more recognized by the owners and better fulfill the requirements of my work.

Now that 20-2000 is over, I have a new understanding of myself by summing up my work this year. In the next year, I will work harder and harder to make my work more perfect!

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