Summary of Property Customer Service Work 1

Time flies, and I have been working in a property management company for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work skills and professional knowledge, and time has passed; Becoming an excellent customer service staff has a long way to go.

In retrospect, it seems that it happened when I just applied for the customer service position of the property management company, but now I have changed from an ignorant newcomer to a customer service staff with job responsibilities, and my understanding of customer service 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.

The following is my main work in the past year:

1. Handle the customer's collection and installation procedures and certificates, and file the merchant's information, files and keys. It is necessary to distinguish between the AD area on the first floor, the AD area on the second floor and the ABCD area on the third floor, which belong to the government and some belong to private owners.

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. Make, send and file letters and documents. At present, we should be familiar with how to use the single letter from the company and wool textile office, the notice to correct paragraph dislocation, warm tips, article release instructions, small engineering orders, large decoration materials, maintenance orders and so on.

In the process of completing the above work, I learned a lot and grew a lot.

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. Remember-during the meeting, 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 map of the whole ABCD area on the first, second and third floors of the center, I will take it seriously and responsibly, and try my best to do all the work better one by one.

In the new year, I will try to correct the shortcomings in my work in the past year and constantly improve and strengthen the following aspects:

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 the company. 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 II

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 charging staff. Building managers charge part-time jobs only on Saturday and Sunday, which leads to building managers putting inspection first and charging second. 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 doing a good job in employee training 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 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, which increases 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 requested that water charges be charged on a monthly basis, instead of quarterly, so as to reduce work mistakes and find out the situation of each household in detail.

Summary of Property Customer Service Work 3

After coming to our company to do property customer service, my life has gradually changed, which not only made me bid farewell to the decadent life in the past, but also made me have a new start and new expectations. I feel that after joining us, my life is on the right track and my work is getting more and more handy. Just like my performance in the company this quarter. This is my second quarter in our company. This quarter, although I didn't get the number of excellent employees, it should be regarded as a lot of progress compared with my performance in the first quarter.

First of all, in dealing with people. Because I am a fresh graduate who has just come out of school, I lack the ability to deal with people in the first quarter when I first came to our company, that is, during my internship. I am very rude and introverted not only in my dealings with colleagues, but also in my dealings with customers. After that, my supervisor communicated with me on this matter. I am also aware of my own problems.

So in this quarter, I began to pay attention to getting along with my colleagues and communicating with customers. Start asking some questions, try to greet them, join their group during the break, have a relaxed conversation with them and keep in touch with their feelings. I should learn to be flexible when dealing with customers. When you meet a difficult customer, don't avoid it, don't get stage fright. When I meet a importunate customer, I will calm his mood first, and then I will show my position and give a solution.

Secondly, in terms of working ability. Last quarter, I had a basic grasp and understanding of the work of property customer service, but I was not skilled enough in dealing with some affairs. This quarter, I focused on improving my work proficiency and work efficiency. First of all, I listed all the places that I didn't do well last quarter, and then I corrected and strengthened them according to what I wrote above. In this way, my work skills have not only improved, but also my work ability has improved.

Next, after this summary, I will make a detailed plan and arrangement for the next quarter. The main reason is that I haven't mastered the job content of this position. I want to know more about the content and knowledge related to the post of property customer service. I want to further improve myself, make more efforts for my future development and make more contributions to the company.

Summary of Property Customer Service Work 4

Looking back on my work in the past few years, with the support and help of company leaders and colleagues, I have been strict with myself and completed my work well according to the requirements of the company. 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's time, I have achieved the goal of being familiar with departments and harmonious interpersonal relationships, and made positive preparations 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. So I think I have made some progress in the past year. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After one year's 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 have made some achievements, but there are also some problems and deficiencies, mainly as follows:

First, a lot of work is done while groping, so we can't do it with ease, and the work efficiency needs to be further improved.

Second, some work is not meticulous enough, and some work is not well coordinated.

In 20 years of work, 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 to do:

First, strengthen study and broaden 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.

Summary of Property Customer Service Work 5

In the next 20 years, with the care and enthusiastic help of company leaders and colleagues, I have successfully completed the corresponding work of reception at the front desk. Now make a summary of the work in 20-2000.

First, the basic content of the front desk work.

The work at the front desk is a post that requires patience and responsibility, and a warm and positive working attitude is very important. From October to June, 165438+ 10, I started to be the front desk, knowing that the front desk is the first person to show the company's image. At work, in strict accordance with the company's requirements, tooling posts, facial features. Treat every visiting customer warmly and guide them to the relevant office enthusiastically. It provides convenience for the company and also provides convenience for customers. When answering the phone, listen to the customer's inquiry patiently and make corresponding answers as much as possible.

Second, the experience and lessons of the front desk work.

Before working in a domestic enterprise, although I had experience in reception at the front desk, I still need to study and work hard. For example, in terms of comprehensive quality, the sense of responsibility and professionalism need to be further improved and the service concept needs to be further deepened. At work, I learned how to communicate better and how to be pragmatic and enterprising.

Third, the next work plan of the front desk.

Based on my love for the reception work at the front desk, I will strictly demand that I not only abide by the relevant work system of the company, but also treat my work positively and practically. Strive to improve the quality of work and enhance the sense of responsibility and dedication. I will further and better show my advantages, overcome my shortcomings, foster strengths and avoid weaknesses. Unite the company and colleagues to create better work performance for the company!

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