Part I: Summary of the work of the customer service department of the property management company

I. Deepening the implementation of the company's rules and regulations and the systems of the property management department

On the basis of the preliminary improvement of the rules and regulations in 218, the focus of 218 is to deepen the implementation. For this reason, the customer service of the property management department actively responds to the new forms and needs according to the development of the company and the continuous development of the property management industry, combined with the document channel of China Education General Network, At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service of the property department has also adjusted the relevant systems of customer service in time in order to better adapt to the new situation;

Second, integrate theory with practice, and actively carry out the training of customer service personnel

A good customer service management and service, the professionalism and working attitude of the personnel play a decisive role. In view of the lack of theoretical knowledge of the personnel in the 18-year customer service work, in 218, a lot of training was focused on customer service personnel:

1. There are various training forms, such as theoretical explanation, practical operation, discussion, etc.

2. Based on the idea of going out and inviting in, we organized staff to visit and study Jones Lang LaSalle and other brother enterprises, which broadened our horizons and made the management concept keep pace with the development of the industry.

3. Actively respond to new laws and regulations. In 218, the most important new regulation of property management industry in Xi 'an was Xi 'an Heating Management Regulations. In view of this situation, the leaders of the commercial management company arranged customer service personnel to participate in the regulations training organized by the heating company in time, which made our work more comfortable. At the same time, the customer service of the property department organized personnel to study and discuss at the first time. And a strict closed-book examination was carried out, which made the customer service staff have a deeper memory on the basis of understanding, made sufficient theoretical preparations for the heating work in the winter of 18 years, and ensured the smooth development of the heating work in winter. By the end of 18 years, there were no complaints caused by the heating work.

The annual review of property charging standards and parking fees for three or eighteen years was completed as scheduled.

A standardized property management enterprise must ensure that the charging work and service work have laws to follow, and charge in strict accordance with the standards of the price management department. In April of eighteen years, it actively prepared relevant materials, and conducted an annual review of the property management charging standards of Weilan International Building, resolutely put an end to arbitrary charges and safeguarded the legitimate rights and interests of owners.

Fourth, actively respond to emergencies and do a good job in post-earthquake maintenance and explanation

The Wenchuan earthquake on May 12 this year has caused damage to many places to varying degrees. As a place not far from Wenchuan, Xi 'an has a great impact, and the international building has also been damaged to varying degrees. The customer service of the property department is responsible for the coordination and follow-up of the maintenance work of the building after the earthquake. The customer service staff is highly responsible for the company. From the beginning, the maintenance work was followed up, and the customer service staff was also responsible for the appeasement of the damaged owners. In order to take into account the dual interests of the company and the owners, the customer service staff often communicated and explained with the owners. Due to the incomprehension of some owners, the work was very difficult and the maintenance work was not very smooth. However, everyone never backed down. Finally, after nearly a month, the maintenance work was successfully completed, and there was no trouble caused by the owners in the document channel of China Education General Network. In order to enhance everyone's ability to deal with emergencies, the customer service of the property department applied for and purchased the "Shaanxi Public Emergency Guide" and distributed it to the majority of owners, so that everyone could learn the ability to deal with various emergencies.

5. Respond to the national call and actively promote energy conservation and consumption reduction in office buildings

With the rapid development of science and technology, the use of energy is becoming more and more tense, and the promotion of energy conservation and emission reduction in all walks of life has been raised to a certain height. In response to the call of the country, the customer service of the property department contacted the planning department of the company to make a proposal for energy saving and consumption reduction and publicized it among the owners, so that everyone can develop a good work and living habit and achieve the purpose of energy saving and consumption reduction. At the same time of saving energy and reducing consumption, the customer service also made a small common sense of heatstroke prevention and cooling according to the actual situation of high summer temperature in Xi 'an, and distributed it to every owner, which kept everyone in good working condition and improved their emergency ability when encountering such problems.

6. The sporadic handover work was carried out in an orderly way in the later period

By the end of 18 years, there were 18 sets of handover rooms in the International Building, including 46 sets in Block A and 134 sets in Block B.. 176 households have been renovated. With the strong presence of large enterprises such as xxx, the business atmosphere in xxx area is even stronger, and the international popularity is constantly improving. Seven, the property charging work is gradually on the right track, and all the cost indicators are completed on schedule

For customer service, the collection of property fees in 218 has increased a lot due to objective circumstances such as the Wenchuan earthquake. In the face of heavy resistance, all the customer service staff of the property department are not afraid of difficulties. With patient explanation and smiling service, the owners gradually realize that no one can control the losses caused by the objective actual situation. The collection of property fees in the whole year has reached more than 99, yuan, and parking fees and services have been collected. At the same time, the users who have been in arrears for 18 years have been actively collected, and all of them have been paid except for some households who have not been renovated in the field for the time being.

VIII. Actively contact the developer to handle the real estate for the owner, and safeguard the legitimate rights and interests of the owner

Since the delivery of the house began in September 26, the customer service of the property department reported to the developer to handle the real estate license for the owner in batches according to the time when the owner took over the house. By the end of 18 years, a total of 95 Blue International real estate licenses had been handled, which ensured the legitimate rights and interests of the owner after purchasing the house internationally, and greatly improved the integrity of the company.

IX. Actively cooperate with relevant departments to give full play to the overall advantages of property services

Property management is mainly composed of several parts: customer service, security, engineering maintenance and cleaning, and all departments can cooperate with each other to give full play to the maximum energy of property management. In the past 218, the cooperation between property customer service and other departments was generally good: the fire safety of buildings was the first, and the property department held a fire control once a year. Heating every year is also a complicated work. Contact beforehand, follow-up and explanation afterwards all need the close cooperation of engineering and customer service. Thanks to everyone's division of labor and cooperation, this year's heating work is ensured to be completed smoothly. All these show that a collective force is powerful, and any work can not be completed by a certain department alone. Only through everyone's cooperation can the property department make continuous progress. The customer service of the Property Department of China Education General Network not only cooperates with each other within the department, but also actively cooperates with the work of other departments of the company, for example, in order to promote the company's sales, it cooperates with relevant departments to distribute the company's sales promotional materials and urge customers who are in arrears.

X. According to the actual situation, timely adjust the relevant clauses of the cleaning contract and complete the renewal of the cleaning contract in 29

Since the cleaning work has been running for two years, it is certain that the overall level has been greatly improved, but some details are still not good enough. The customer service of the property department shoulders the inspection and supervision of the cleaning of some office buildings in the international building. After this year's work, We also improve the cleaning according to the actual situation. In the renewal of the cleaning contract in 29, the customer service of the property department played an important role, participated in the revision of the cleaning contract terms, cleaning quality standards and assessment, and tried to give full play to the enthusiasm of cleaning in order to better complete the cleaning work.

Xi. Owner's satisfaction is the ultimate goal of property management service.

According to our 18-year survey on owner's satisfaction, 8 questionnaires were distributed and 78 questionnaires were collected. Overall, the owner's overall satisfaction with property management was 91%. The specific analysis is as follows: the handling of complaint reception is only an important task of property customer service management. According to the summary of monthly complaints for one year, the annual * * *.

Part II: Year-end Summary of Property Customer Service Department

I am about to resign from XXXX and will usher in a brand-new year: XXXX! At the end of this year, it is necessary for me to sum up the past in order to better look forward to the future, reflect on the past and better grasp the future, so I will make the following year-end summary of my work in XXXX. The daily work of the property mainly includes charging work, reception and repair, complaint handling, decoration management, vacant house management, charging work, check-in procedures, making owner files, printing notices, and cooperating with the development engineering department to solve the problems left over by the house.

　 1。 Collection of property fees is the focus of the property management staff's work. From XX #-XX #, the house I am responsible for, the property fees of XXX households were collected until the end of XX in XX#—XX#, and the remaining X households were not paid. In the process of collecting property fees, I found some experiences. For example, if you make a promise to the owner, you must honor it, consider the problem from the owner's point of view, learn to chat with the owner, listen and do more psychological work for the owner.

　 2。 Handling complaints and disputes

Newly-appointed administrators often encounter some complaints and disputes. Due to the lack of work experience, many things can't be handled or solved well. Sometimes, I will reflect the problems to Manager Wang, and then I will observe and learn from Manager Wang's handling methods for these things. In the process of dealing with complaints and disputes, I have summarized a set of handling procedures:

(1) First, we should do ideological work to "cool down" the complainant or disputant; (2) Analyze and investigate the causes of the problems;

(3) If the problem involves the relevant laws and regulations of property management, it should be combined with the relevant laws and regulations of property management, and then scientific solutions should be drawn up according to the actual situation;

(4) finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.

(5) A return visit to handle complaints and disputes can make our work affirmed by the owner, and at the same time, it can also shrink our relationship with the owner, which will facilitate the development of property management in the future.

　 3。 Check-in and decoration

Check-in and decoration can be divided into check-in procedures, decoration procedures and decoration management.

(1) Check-in and decoration procedures

Before I went through a handover and decoration procedure, I first learned the whole process of check-in and decoration procedures from Manager Wang and made notes, so I became familiar with them constantly during the process of handling check-in and decoration procedures for different owners.

check-in formalities:

① check the delivery invoice of the owner and the check-in notice issued by the sales department and recover the check-in notice.

② Confirm the identity of the owner and file a copy of the owner's ID card, so that the owner can fill in the Owner's File Form and fill out the Owner's Contract in the Owner's Manual (in triplicate and file 2 copies) for the owner to sign;

(3) hand over the keys of the tenants of the house, teach them how to use them, and ask the owner to sign for the above three things on the Confirmation Letter, and do a good job in receiving and registering the keys of the visual walkie-talkie and the newspaper box;

④ lead the owner to check and accept his house, and fill out the House Acceptance Sheet; (5) the primary check-in data filing.

decoration management:

① fill in the decoration project management form and fill in the parts that need to be changed in the house.

② The property management company and the decoration company signed the Decoration Agreement (in duplicate, one for each) and emphasized the important matters that should be paid attention to in the decoration process with the owner and the decoration company. For example, the owner is not allowed to change the flue, load-bearing wall column and gas pipeline without permission.

③ Collect the construction deposit and issue the Construction Permit

② Decoration management

The most important thing in decoration management is that the two pieces of carpentry and paint, water, electricity and mud, are generally less illegal. Below, I will summarize my own water, electricity and mud in decoration management.

water and electricity: check the water supply and drainage systems in bathrooms, kitchens and balconies to see if there are any random connections and alterations. If it is found that there are hidden dangers of water leakage or other unreasonable places, it shall promptly notify the owner for rectification; Check whether the power system is randomly connected or changed, and whether there are potential safety hazards in the use of power.

Mud water: check whether the bathroom and kitchen are added as waterproof layers; Whether there is a disorderly wall; Effective decoration management can erase the illegal decoration in the germination stage, avoid unnecessary rework in the future, and reduce many complaints and disputes caused by illegal decoration in the future; Effective decoration management can make the community unified and beautiful, and make the community more standardized and tasteful;

during the trial operation of the intelligent car ban system and parking space lease at the end of XXXX, our department was responsible for authorizing the car ban system and signing the parking space lease contract. During this period, I cooperated with Manager Wang of the Order Maintenance Department and Manager Qian of the Maintenance Department to lay a solid foundation for the division and lease of parking spaces in the park.

　 4。 Vacant house management

Conduct daily inspection of vacant houses to check whether the plastic windows are tightly closed, whether the plumbing hardware in the house is lost, and whether the water and electricity in the house are unblocked. Especially inside the external outlets of the park.

　 5。 Print notice

when receiving the notice of water cut and power cut, make the notice of water cut and power cut as soon as possible, paste it on the corridors of each unit and distribute it to the operators of outlets. Prepare for the owner at the first time. When the rainy season comes in summer, make a warm reminder to remind the owner to close the windows in the house and remind the owner to take precautions against rain when traveling. In XX, XXXX, short messages were sent in groups to ensure that the owners can be informed of activities and parking spaces in the park in time.

　 6。 Cooperate with the development engineering department to solve the problems left over from the house

Make statistics on the problems left over from the houses, outlets, parking system and occupied houses this year, and notify the development engineering department to carry out maintenance in time. Such as: garage door problem in villa, water leakage problem in basement. After maintenance, pay a return visit to the owner and keep records.

I have a professional attitude of "working for myself" and love my job. Creative work has achieved certain results, but there are also some problems and shortcomings; Mainly in the first place, the property management staff is a new position for me; A lot of work has to be done and explored, so that it can't be done with ease, and the work efficiency needs to be further improved; Second, some work is not detailed enough, and some work is not well coordinated; Third, providing effective decision-making data to leaders needs to be further improved; Fourth, with department leaders and company employees.