202 1 The new year of property customer service work plan is about to begin, and the comprehensive customer service department is also facing a brand-new environment and test. According to their own situation, make the following work plan:
First, fully implement standardized management.
Revise the work manuals of all departments on the original basis, standardize the work flow, strictly follow the work system, strengthen the implementation of the system, and make the management work evidence-based. And standardize management, improve all kinds of files, focus on standardized form records, so as to be comprehensive, detailed and well documented.
Two, the implementation of performance appraisal, improve service quality.
On the basis of performance appraisal indicators, the target management responsibility system is implemented, and the responsibilities at all levels are clearly defined, and the responsibility lies with people. Through inspection and assessment, we can truly reward the diligent and punish the lazy, so as to improve the enthusiasm of employees and promote the effective completion of the work.
Third, strengthen the training and assessment system.
According to the company's training policy, make a training plan to improve service awareness and business level. Carry out post quality education in a targeted manner, and promote the improvement of employees' comprehensive quality such as love and dedication to their posts and service awareness. We will strengthen the training of employees from the aspects of service consciousness, etiquette, business knowledge, coping ability, communication ability and self-discipline ability, and check and implement it in practical work, so as to improve the management service level and service quality, improve the overall quality of employees and reserve human resources for the company's development.
Fourth, establish a strict security system in the community.
Starting from the system norms, the responsibility lies with people, and the supervision and implementation are standardized. Combined with performance appraisal, strengthen team building, increase the publicity of residents' safety knowledge in residential areas, and open up the situation of joint defense.
Five, improve daily management, carry out convenience work, improve household satisfaction.
Standardize daily work management by system, improve the maintenance of residential buildings, fire protection and public facilities and equipment, satisfy residents, vigorously carry out paid services such as housekeeping, garden maintenance and water and electricity maintenance, and provide quality services for owners.
Six, according to the company's annual master plan, to carry out community cultural activities, to create a harmonious community.
According to the annual work plan, the focus of the recent work is:
1, in accordance with the xxx standard management system, xx safety management regulations, xx management system and other system specifications issued by the operation center, strictly implemented, improved item by item, and put in place according to the implementation date;
2. Organize employee training and learning according to the daily work assessment standards in xx Assessment System, and define job requirements;
3. Draw up a feasible scheme for charging temporary parking of vehicles;
4. Cooperate with the operation center to carry out community cultural activities such as "Silhouette of Warm Community Life" and organize relevant departments to make preparations;
5, according to the department plan to complete the training work of the month.
In 20021year, xx will take a pragmatic working attitude, take the company's overall working policy as the direction, complete all work tasks and assessment indicators with good quality and quantity, and make great achievements in the year of improving service quality.
202 1 Work Plan II of Property Customer Service Busy 2020 is coming to an end. 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, establish online communication channels for customer service centers.
Now, more and more customers like to inquire and exchange information online. Setting up the telephone number and email address of the customer service center under the homepage of the logistics head office is beneficial to facilitate contact and communication with customers, meet customer needs and improve service quality.
Second, establish a customer service platform.
(1) Establish a customer supervision committee. The board of supervisors and the owners' committee shall set up a customer supervision committee. Exercise or have the obligation to exercise the supervision function of logistics services;
(2) Establish a quality inspection system. Change the internal quality audit of the property into the cross internal audit of each center (this work can also be exercised by the human resources department);
(3) Do a good job in customer service front desk service:
1. Customer reception, coordinating customer reception and reflecting problems;
2. Service and information transmission. Including vertical-from the customer to the head office, horizontal-information transmission and exchange between properties, between customer service centers and centers, between customer service centers and relevant departments in the school, as well as other information consultation;
3. Follow-up and return visit of related logistics services;
4.24-hour service telephone.
(4) Coordinate and handle customer complaints;
(five) do a good job in customer reception day activities, take the initiative to collect and deal with customer opinions;
(6) Establish customer files. Including family area, teaching area and student community;
(seven) do a good job in the suggestion box, blackboard newspaper and blackboard newspaper, warm tips and other service exchanges.
Three. Institution building
(A) the establishment of logistics company customer service center:
At present, the customer service department belongs to the energy center, and its office is located in the property management center. The function of serving the property system can be expanded and effective. However, the extension of customer service can be extended to the head office to provide institutional support for the logistics service industry of our school to become bigger and stronger. A customer service center is set up in the head office to facilitate comprehensive coordination of services.
(two) the staffing of at least x people:
To do a good job in customer service, it is impossible to have only one manager. In order to change the abnormal state of only one customer service department in the past, college students come and go. The establishment of human resources is not less than two people, and the staff has xx education, which is conducive to the establishment and steady operation of customer service organization framework, changing the status quo of attaching importance to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.
Four. budget
In previous years, the general office expenses of customer service department were paid by the property management center, and the larger expenses such as blackboard newspaper were paid by the power department. Judging from the current situation, some basic work still needs to be carried out, and daily work also needs to be spent. If there is no budget, there may be no funds. According to the principle of economy, we will supplement the annual official expenses budget by xxx yuan/month and xxxx yuan.
The customer service center is established according to the operational needs of modern enterprise services, which is the correctness of the establishment of the customer service department by the head office in that year. With customer satisfaction, it is possible to have a market. With customer satisfaction, it is possible to establish a brand and it is possible for customers to pay. The work of the call center may have a cross relationship with the office of the head office and the human resources (quality management) department, but the main service object of the call center is customers, with customer satisfaction as the center, and it is a business department rather than a management department. In the future, if the bidding for property services in Shuang Fu Park can be successful, the customer service center can adopt the model of "Longhu Community".
The above work plan is only used as the idea of "cadres quitting the league" and "quality, reform and development" organized by the customer service department for the head office, and may not be implemented immediately. Practice is the criterion for testing truth. Customer service should be gradually improved and upgraded according to its own characteristics. We continue to explore in our work, with the aim of providing logistics services and making the company bigger and stronger.
202 1 Work Plan of Property Customer Service III Busy 2020 is coming to an end. 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. On this basis, we have made plans for next year:
First, improve the service quality and standardize the front desk service.
Since the Ministry put forward the working policy of "first inquiry responsibility system" in 20xx, 20xx 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 number of calls received by the front desk has reached more than xxxx times, including more than xxx times of daily repair by the owners and more than xxxx times of repair by the citizens. The average daily telephone volume is as high as xx, the average daily visit volume is xx, and the average daily return visit volume is xx.
While implementing the policy of "first inquiry responsibility system", we are training the front desk in X, mainly focusing on "xx service specification" and "terminology of front desk service specification". 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, we should strictly check and strengthen inspections, and find illegal operation and transformation in the park. 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 part-time charge of the building management is not collected until xx weeks, which leads to the building management putting the inspection in the first place and the charge in the second place. In this way, there is no pressure on the building management, and it is the same whether it is charged more or less, even whether it is charged or not, which seriously affects the charging rate. Therefore, from the second quarter of this year, the reform began, and the building managers were abolished, and full-time toll collectors were set up. The salary was directly linked to the charging rate, and an incentive mechanism was established to dismiss the building managers who did not adapt to the reform. Recruiting full-time toll collectors has been proved to be effective through reform. In the first stage, the charging rate will be increased from xx% to XX%; The second stage is raised from xx% to XX%; The third stage is raised from xx% to xx%.
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 doing a good job in employee training to improve our overall service level. The main contents of our training are:
(A) do a good job in etiquette training, 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.
(B) do a good job in professional knowledge training, 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 application for repair, and we should be able to distinguish the location of the application for repair, 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 and 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 company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.
Verb (abbreviation of verb) organizes activities and enriches 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 the standard property fee of X yuan/square meter, combined with the actual operation of the property, can not even guarantee the daily management fee, not to mention the organization of these activities also requires a considerable fee. 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.
202 1 The new year of property customer service work plan is about to begin, and the comprehensive customer service department is also facing a brand-new environment and test. According to their own situation, make the following work plan:
First, take customers as the center and vigorously improve the quality of service.
1. Seek and create opportunities to strengthen communication with customers in various forms, such as home visits, customer satisfaction surveys, letters and documents, and interaction during festivals. Grasp the customer's information in time, grasp the customer's needs, try our best to meet the customer's needs, and provide customers with high value-added services. Improve customer satisfaction;
2. Use xxx management software and pay attention to the collection, analysis and comparison of customer information; According to customer feedback information, make timely response;
3. Customer-centered, improve business processes and operating procedures;
4. Promote expansion, give full play to the function of "caring housekeeper group", so that each member can really "stick together" with customers and solve problems for customers in time;
5. Standardize, strengthen and refine the polite hospitality and enthusiastic service of customer service personnel.
Second, fully cooperate with government agencies to do a good job in public services.
1, timely publicize, communicate and implement relevant laws and regulations of government departments.
2. As always, we will fully cooperate, support and implement the policy instructions of governments at all levels and play our due role.
Third, strictly control the outsourcer to ensure good quality.
1. Use the "monthly meeting" system of outsourcers to further strengthen the quality control and management of outsourcers' services. Find the problem and let it be rectified within a time limit. Form a "strict, detailed and practical" outsourcing management style;
2. For one-time outsourcing service activities such as "external wall cleaning", assign a special person to follow up, find the problem, let it be rectified immediately, and strictly control the quality.
Four, smooth communication platform, do a good job in publicity.
1. Play the role of the bridge and window of the bulletin board, update and enrich the information of the bulletin board in time, and release the relevant management information, service information and external information of the project department to the owner in time;
2. Fully display and establish a good image of the property management department to our customers;
3. For the problems that the owners are generally concerned about, use the publicity column to release them to the owners in the form of special topics;
4. Further smooth and broaden the communication channels with the owners.
Five, strengthen staff training, improve the quality of employees.
1. According to the training progress, focus on training customer service staff on "service awareness, polite hospitality and case analysis" to comprehensively improve the comprehensive quality of customer service staff;
2. Develop various forms of new courseware and increase the training of new topics and new ideas; Broaden the training form;
3. Pay attention to the effect verification and assessment after training, and finally achieve the purpose of improving service quality.