36 sentences that must be deeply understood:
1. Service first is the unchangeable tenet of any service enterprise. The core of all activities of property management enterprises is to provide quality services and satisfy customers. The service work in management is long-term and mass. So, property management should be implemented all the time? Exquisite service, responsible to the people? Management concepts in various services.
2.( 1) Commitment is the most important service. First of all, we should make a commitment within our capacity, and suggest that the company check whether the current service items and standards are beyond its capacity, and if so, modify or think of other simple and effective methods; Secondly, we should try our best to implement the commitments that have been made and made public. It is suggested that we should implement them one by one every day according to the established work requirements and standards.
(2) The details determine the effect of the service. Establish your own important consciousness, start with your own words and deeds, list all kinds of details that should be paid attention to from etiquette, appearance and work effect, analyze which details are important and which lead to bad results, and correct and overcome them. In order to prevent too much attention to details from affecting work and service, we should also delete details and bad habits that are inconsistent or unnecessary with work objectives, so as to make ourselves speak and do things quickly and improve efficiency;
(c) Communication is an important channel for connecting various services. Good communication plays an important role in service work. Without this kind of communication, the requirements of many of our services are unclear, and the responsibility for service accidents is difficult to distinguish.
Therefore, it is recommended that:
(1) Improve the channels between waiters and service links, which can be event registers or other ISO record forms. The above should accurately record and reflect the customer's requirements, so that the waiter can clearly grasp the customer's dynamics in the next time period or link, thus providing accurate and in-place services;
(2) According to the established communication channels, find out the handling credentials of rewards or service accidents, distinguish responsibility accidents, reward good behaviors, and assess improper service behaviors, so that the rewards are clear and definite, which will certainly promote our service work better;
(3) among risk management and operation personnel, actively instill the awareness of risk management and re-understand what is true? People-oriented? And this concept runs through the whole process of property management services. Re-establish a correct safety thought, change the past practice of diluting the harmfulness of people's daily safety problems because everyone will avoid risks in their own way and there are not enough safeguard measures, re-examine and design the safety norms of all links, and put them in the following rainy days? Watch out for slippery roads? Indicating sign; Thunderstorm reminds customers to close doors and windows to ensure the safety of customers in the building;
⑷? People-oriented? Property management is? Customer orientation? , is a customer-centered property management concept. Property management is to serve customers, the purpose is to create a safe and comfortable interest-bearing environment for customers, so as to realize the preservation and appreciation of property. Put yourself in the customer's shoes, create a safe, clean, comfortable and beautiful living and working environment for customers, and let customers feel a sense of belonging when they return to the property management area. Through considerate hotel care, they can get spiritual satisfaction while enjoying the service;
5] Property management is a service-oriented industry, and every behavior of employees will affect the company's image. The attitude towards customers should be warm and sincere, with the aim of creating a safe and comfortable office environment for customers. Put yourself in the customer's shoes and pay attention to details. Details determine success or failure. Let everyone think with a scientific and serious working attitude and the principle of careful empathy, and create a bright future for Sunshine Property!
3, the service industry to stand out in the competition, relying on the strength of starting from the subtle, rather than relying on gorgeous appearance and luxurious decoration. We should look at our own shortcomings from another angle and carry out continuous training so that employees can learn to absorb the essence of external services. Only in this way can we really improve the service quality of the enterprise itself and achieve a qualitative leap in the process of accumulating essence.
4. In management, the employees of the enterprise, especially the front-line employees of the management office, face the customers directly, and the customers' dissatisfaction and complaints about the service process are very direct. When we receive customer complaints, we must give customers a specific time and method to deal with them, so that customers can have expectations, and at the same time, we must pay a corresponding service return visit to understand customers' opinions and suggestions, so that our service management can be improved.
In addition to the enthusiasm for service, we should also pay attention to the skills of service. To do this, when dealing with customers, we should be good at observing customers' eyes, spirits, feelings and words, and be good at saying the right things and doing the right things at the right time. Only in this way, customers can truly appreciate our service, identify with our service, and the service can be put in place.
6. The service of property management enterprises is not in place, which has caused dissatisfaction and complaints from business owners. Besides the service standards of courtesy, enthusiasm, friendliness, patience and courtesy, the following principles should be followed: (1) Responsibility principle; (2) recording principle; (3) the principle of timeliness; (4) the principle of thoroughness; (5) improvement principle;
7. If our service personnel use civilized and polite language to persuade and persuade the guests according to the standard service process, perhaps the complaint will not happen, and we should vigorously advocate: Please express your sincerity in your language? . So it is suggested that the company develop the lobby? Service star? Activities, or? Architectural image spokesperson? In order to improve the service level of the lobby of each building and establish a new image of You Guo Building.
8. How to improve the service level, how to implement the service work and how to create value for the company are all practical problems before us. First of all, be knowledgeable. Customer service in property management involves all aspects of daily life and requires customer service personnel to master all kinds of knowledge and skills. In addition to mastering and understanding the necessary knowledge of property management industry, we should also accumulate more social experience and master more personal skills. In daily work, it will be very effective to carry out property management work if we can give appropriate help to the different needs put forward by customers. Secondly, we should be strict and self-disciplined, regardless of personal gains and losses. As a company employee, the first thing you should do is to strictly abide by company discipline. And the so-called? Strict self-discipline? , I understand as? Don't do things you shouldn't do, don't say things you shouldn't say. ? As employees, the quality of personal work is not only related to the interests of the company, but also directly related to their own interests. Do more things inside and outside the work and guide them to take responsibility.
9. Our building is a national property management demonstration building. We see other people's shortcomings and should take them as a warning. Therefore, we should improve our service level accordingly; Respond quickly and solve problems for customers wholeheartedly. Customer satisfaction is above all else, and property management will do the best.
10. As a property manager, we should follow the principles of starting from the customer, thinking for the customer, being responsible for the customer and satisfying the customer, implement family management for the customer, help the customer to do well and meet all kinds of difficulties in the property under management, strengthen communication with the customer, and improve customer satisfaction, trust and loyalty. Answer customers' questions and requirements as soon as possible.
1 1. In the final analysis, property management is to provide customers with all kinds of satisfactory services. How are you? We are required to be meticulous in every step of our work, in every link and in every job. In the future work, we should be strict with the requirements, be anxious about what customers are anxious about, and strive for perfection in service.
12. As a property management enterprise, we should not only reflect the interests of customers, but also take into account their demand for services and seek a stable balance between customers and tenants.
13 while giving consideration to the interests of customers, we should also try our best to meet the needs put forward by customers, which may be more conducive to the long-term development of enterprises and establish a good image in the hearts of every customer.
14. As a member of the property management company, we should always maintain a good sense of service. No matter how big or small, don't take a perfunctory attitude, thinking that you can get things done. We should do everything possible to stand from the customer's point of view and sincerely share their worries and solve problems. This is a service. As a service industry, we should be people-oriented and do everything well, from small to large, and do fine things.
15. In our work, we should grasp the needs of customers and the accuracy of our work. No matter when the customer comes, we must first meet the customer's time requirements and then deal with them according to the situation. From this, I realized that only by making customers (customers) satisfied can other aspects be profitable.
16. With the deepening of the reform of separation of main and auxiliary products, the original market is no longer calm. If we can't provide satisfactory service to our customers, the seemingly stable market will also be lost. Therefore, from the service provider's point of view, it is necessary to continuously improve the service level and efficiency, keep the company in a state of market competition, focus on the market, give play to its own advantages, and strive for itself? Blood relationship? In addition to market share, improve the overall profitability of enterprises with quality and efficiency.
17. Only by improving services can we innovate benefits. So, start from yourself, work in a down-to-earth manner, and don't have the phenomenon that the service is not in place.
18, we should establish an idea that service is the cause, the soul, the pursuit, the embodiment of life values and the link of high-quality life in society. Secondly, it is from the customer's point of view, rather than improving the service quality in the property management enterprise itself or in the post. Should we change our ideas, change the old service system and learn from Haier Group? The customer is always right? Take service as the first demand, be kind to every household, do everything well, and do every day with your heart.
19, (1) Establish a strong sense of responsibility and dedication. (2) Establish a good sense of service. (C) to have innovative management concepts. (4) Establish an efficient and united work team. (E) To have the working concept of all-staff marketing. (six) to formulate practical and operable work objectives and development plans. (seven) to establish an effective and feasible training mechanism. (eight) to ensure the safety of the property under its jurisdiction, a safe and stable environment is the premise for customers to choose the property.
20. The uniform clothing, civilized manners, friendly attitude and friendly language of employees have become the unified standards of customer service personnel. Only by following service standards, diligently practicing internal skills and being proficient in business can we continuously improve the image of property services and establish the brand image of property management. In daily work, it is an important link for the continuous improvement and development of property management to strengthen post responsibilities and highlight working procedures.
2 1, it is the requirement of standard service to be able to do fine service. We should improve our service level, often reflect on ourselves and add value to ourselves, so as to realize our company's service concept: customer satisfaction is our job responsibility.
22. When managing services, we must treat customers at different levels, whether they are customers, tenants or other consultants, with the same service quality. Only by standardizing services can we improve the service brand as a whole.
23. The waiter's smile is a kind greeting; When guests come, a smile is an eternal welcome song; When the guests leave, a smile is a warm farewell speech; Smiling is a sincere apology for a small mistake at work.
24. It is not enough to have an attitude when the service is in place, but also to have skills and skills to ensure it. Skills and skills are embodied in all aspects and links of service, and different positions have * * * requirements, such as communication ability, coordination ability, complaint handling ability, language expression ability, foresight ability, and the ability to remember guests.
25, in the work, we should always check and supervise, be good at listening to customers' opinions, carefully analyze and judge to find out the reasons, and strengthen improvement in order to improve. Self-examination should be carried out regularly to find out their own shortcomings, formulate practical goals and plans, and ensure the realization of the goals. Pay attention to give full play to subjective initiative, strengthen communication and coordination with customers, and play an important role. Good housekeeper? Provide standardized, standardized and scientific quality services for customers, tenants and customers.
26, do things, do things, big and small, all aspects, all services should be in place. Suggestion: (1) Conduct service awareness training regularly or irregularly. (2) Discuss the related service cases reported by the media to improve the service awareness of employees. (3) Formulating assessment methods and assessment forms for employees' internal service awareness. (4) Develop polite language for service posts. (5) Set up books, newspapers and periodicals related to spiritual civilization, which will exert a subtle influence on employees' consciousness.
28、? Details determine the effect? Show real service in the service, provide customers with the right to know about consumption, let customers know what kind of value-added services we provide for them, and make the service procedural and detailed, so as to better avoid the emergence of inferior products, improve service quality and achieve a win-win situation.
29. The success or failure of an enterprise and the condition of its facilities will depend on the physical quality and hard work of managers. The development of the company needs a group of dedicated, happy and professional property management personnel to provide excellent management and quality service, so as to maintain the normal use function of the property, prolong the life of the property and improve the value of the property.
30. Every guest is visiting our building for the first time. If our security guards are full of energy, the standing posture is standard, the customer service in the lobby is polite, the surrounding environment is clean, the air is fresh, and the elevator runs smoothly and quickly, I think every guest will feel that the property management company in this building is an enterprise with excellent management and excellent service, and they will have more confidence in us.
3 1. Whether you can provide more personalized service depends on whether you have customers in your heart or not. Work? Whether you are proactive, meticulous and do everything well. In the daily management service, we must try our best to overcome difficulties and do the service well. Only by serving attentively can customers feel our loyalty. Really, Shikai? . Only with your heart can you do things well and improve the quality of service.
32. We should create a safe, clean, comfortable and beautiful working environment for our customers in the property we manage, put ourselves in the customer's shoes, provide first-class service and friendly management, and let customers feel a sense of belonging when they return to the property management area. We should always collect customer information and requirements, try our best to meet them, leave difficulties to ourselves and leave them to customers conveniently, and establish an ideal, supportive and trusted partnership with customers so that customers can truly feel.
33. We should flexibly use civilized and polite expressions, pay attention to the way of speaking, correct and euphemistic sentences, friendly and soft tone, equal tone, not condescending, pay attention to the speed of speech and intonation, pay attention to the speed of action, listen and guide, and especially explain to people who don't understand our work; Put yourself in the other's shoes, put yourself in the other's shoes and serve politely, especially when there is a service defect, to make up for the deficiency and gain understanding.
34. With the development of social economy, people's quality of life is constantly improving, and the requirements for property management companies are also constantly improving. This requires property management companies to constantly improve personnel training and improve the quality of employees. Only when employees are closely connected with the future of the enterprise can employees truly realize that the enterprise is their parents. Employees are the lifeline of an enterprise. Only by giving full play to employees' sense of ownership, starting from themselves, being strict with themselves and standing in their own position, can the overall appearance of the enterprise continue to glow with new vitality. Only with the spirit of being the master, starting from the dribs and drabs of life, starting from the side, and completing the work as your own career, and closely linking the development of the company with your own career, can you better devote yourself to the work.
35, service, is a kind of pay, is a kind of dedication, is a kind of cognition of their own value, but also a realm. Good service details are a kind of concern for human nature, which reflects the sincerity and respect for customers and will leave a deep impression and touch on customers.