2019 Front Desk Customer Service Work Summary

2019 Front Desk Customer Service Work Summary (1)

The busy 20XX year is about to pass. Looking back at the work of the Customer Service Department over the past year, I feel deeply. Over the past year, with the care and support of leaders at all levels of the company and the active efforts and cooperation of all staff in the customer service department, the customer service department has gradually matured in discovery, solution, and summary, and has achieved certain results.

1. Improve service quality and standardize front desk services

Since our department proposed the work policy of “first inquiry responsibility system” in XX, 20XX is the year to fully implement this policy . No matter what problems we encounter in our daily work, we can do all the work without shirk and take responsibility to the end. Regardless of whether matters belong to this position, we must track and implement them to ensure the continuity of all the company's work, so that the work can be carried out in a healthy state, which greatly improves our work efficiency and service quality. According to record statistics, the front desk answered more than 26,000 calls this year and received more than 10,300 repair reports, including more than 7,000 daily repair reports from owners and more than 3,300 repair reports from public offices; the average daily number of phone calls answered was as high as more than 70 times, and daily On average, we receive more than 30 visits and more than 20 return visits per day.

2. Standardize service processes and professionalize property management

3. Change functions and establish a commission system

4. Strengthen training and improve business levels

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The property management industry is an industry with an imperfect legal system and involves a wide range of areas. Professional knowledge is very important for property managers. However, the theory of property management is still immature and there is a lack of experience in practice. The market environment is gradually taking shape, and it will take a long time to get on the right track. These objective conditions determine that we practitioners need to continue to learn. Learning the laws, regulations and trends of the industry is very beneficial to doing our work well. The customer service department is the department that has the most direct and frequent dealings with owners. The quality of employees represents the image of the company, so we have been continuously improving employee training and improving our overall service level. The main contents of our training are:

(1) Do a good job in etiquette training and standardize appearance

A good image gives people a pleasing feeling. Property management is first and foremost a service industry. When receiving visits from owners, we do We are warm and considerate, serve with a smile, and have a kind attitude. In this way, even if the owner comes with emotions, our thoughtful service will make it less so, so that we can solve the owner's problem. In this regard, Manager Chen provides professional training to all employees in the department. , completely

It is a hotel-style service standard required of employees. For example, the front desk personnel who answer the phone must answer the phone within three rings. The first sentence is to say "Hello", Tianyuan Property × number × person will serve you. The front desk staff must stand to serve, regardless of company The leader is not the owner who says "Hello" when passing by the front desk. This not only enhances the image of the customer service department, but also enhances the image of the entire property company to a certain extent, and highlights the service nature of the property company.

(2) Provide professional knowledge training and improve professional skills

In addition to etiquette training, professional knowledge training is the main thing we provide to employees on a regular basis. "Management Regulations", "Property Management Enterprise Fee Management Measures" and other pollution regulations, learn relevant legal knowledge, and solve practical problems legally. We also invite masters from the engineering department to explain to us knowledge about engineering maintenance, such as owners When reporting for repairs, we should be able to distinguish the location of the repairs, the basic processing methods, what tools the master should bring, and the quality warranty period of each part of the project. Only when we understand these issues can we publicize and explain to the owners clearly what property management is. There is a permanent warranty, and our company is not responsible for everything after paying the property management fee. We will take some classic cases and let everyone discuss, analyze, and learn together, how much responsibility the property company needs to bear in case of disputes. We continue to learn and accumulate experience at work.

2019 Front Desk Customer Service Work Summary (2)

In XX, with the strong support of the company leaders and the unity and cooperation of various departments, and with the hard work of department employees, our customer service department carefully studied the basic knowledge and positions of property management Responsibilities, warmly received the owners, actively completed all the tasks assigned by the leaders, handled the procedures in a timely manner, provided considerate service, and tried our best to ensure proper handling of repair reports, complaints, return visits and other business services, and successfully completed various goals and plans set at the beginning of the year.

The following is the completion and analysis of important tasks:

1. Daily reception work

Fill in the "Customer Service Department Duty Reception Record" every day to record the owners Receive calls, complaints and service matters, coordinate the results, provide timely feedback and call back to the owners. The total number has reached thousands.

2. Information release work

This year, our department has issued various written notices to customers more than 20 times. A total of 968 notifications were sent using the SMS mass sender, ensuring that the notifications were timely and detailed, with clear expressions and accurate wording. At the same time, we actively cooperated with the notification content to provide relevant explanations.

3. Handling of Complaints about Missing Projects by Owners

***86 contact sheets for missing project maintenance work were issued before x, month xx, 20XX, and the development company’s engineering department received a receipt for maintenance completion 28 copies, completion rate 32%. After August 18, *** submitted 40 daily reports of customer complaint information and 204 complaint handling forms. The development company's engineering department received 88 repair completion receipts, and the repair rate for complaints from owners was 43%. Our department received 78 return visits, with a return visit rate of 89% and a project maintenance satisfaction rate of 70%.

IV. Dealing with basement water leakage accidents

On June 20, 20XX, the basement water leakage accident *** caused property losses to 43 owners. Under the command of the company leader, our customer service department immediately contacted the owner and took inventory of the damaged items for him. Afterwards, he actively participated in negotiations with the owner and issued replacement items and trade-in compensation.

5. Survey on home service opinions

While completing their daily work, the staff of our department actively visited the homes of community owners to collect opinions from various customers on the property management process. Opinions and suggestions to continuously improve the service quality and service level of Century Xinzhu Community Property Management.

As of x month x, 20XX, our department conducted a household survey on the owners of the community and visited 38 households, and issued 38 property service opinion forms. The survey found that the satisfaction rate of community owners with our department's reception work is 90%, the satisfaction rate with telephone repair calls is 75%, and the satisfaction rate with return visits is 80%.

6. Establishing and improving owner files

312 owner files have been completed and updated, and owner electronic files have been continuously supplemented and organized.

7. Assisting government departments in completing the work

Assisting the Sanhe Street Police Station in conducting a census of the owners living in the park.

Processed internal household registration change certificates for 10 owners for household registration transfer procedures.

8. Training and learning work

Under the personal on-site guidance of Manager Yang of the property company, our department has established the most basic image of customer service personnel and the most basic concepts of property management. , to the communication skills of property personnel, to all aspects of property management work, and combined with the comprehensive knowledge of relevant laws and regulations, a more systematic training and study was carried out. Summary of the front desk customer service work in 2019 (3)

The dusk rain has changed in the dark, the moon has passed silently, and the time has passed like a white horse. Unknowingly, it has been more than two years since I came to the xx Garden xx Property Customer Service Department. 20xx can be said to be a year for the xx Property Customer Service Department to continue to develop and strive for high-quality services. While we continue to improve and improve various tasks, we welcome new forces to join our team and build a solid and courageous team. Spirit is our unremitting pursuit.

In the spirit of the instructions of "20xx", we will continue to learn and master the relevant laws and regulations on property management, service charging standards, and be familiar with the basic situation of community owners and facilities and equipment. In 20xx, we are committed to wholeheartedly improving the awareness of teamwork and collaboration, and in Under the leadership of the company's leaders, the company continues to move towards the goal of service excellence, and has gained widespread support, understanding and positive affirmation and praise from the majority of owners.

2. Have a deep understanding of the basic situation of the overall project in the park, integrate theory with practice, and actively participate in learning and training

Consciously accept the training and assessment of the quality department, master the basic operating procedures of the customer service department, Cultivate a high sense of responsibility and professionalism in study and work, strive to work seriously and meticulously, actively contact the construction unit on maintenance matters of the owner's home, and provide timely feedback and return visits to the owner.

3. Fulfill the job responsibilities of the customer service assistant, and promptly complete customer service and other tasks assigned by the leader

1. Complete inspections and records of vacant houses once a month During the work, 154 hidden dangers in equipment and facilities were discovered and handled, and violations and violations of decoration management regulations were corrected. 58 rectification notices were issued during daily inspections of the situation in the responsible area, including the accumulation of decoration waste, sanitation in the responsible area, and owners occupying public spaces. *Regional and owner modifications to equipment and facilities without permission, stacking of sundries in air-conditioning units, and hanging advertising banners.

2. Responsible for following up on the waterproof repair and maintenance work in the park, checking the on-site water leakage situation and making records, and notifying the construction unit to repair and deal with various types of water seepage and water leakage. A total of 83 households, including maintenance losses and The customer's request for restoration and compensation has been reported to the department manager for proper handling and resolution.

3. Contact and handling of civil engineering, plumbing and heating repair reports within the area of ??responsibility shall be communicated with the construction unit at any time, with a handling rate of more than 98%. The rest are caused by hidden dangers left by the owner during the decoration process, and communication and explanations have been done with the owner. Work.

4. Responsible for the follow-up of the repair results of the park guardrail and guardrail glass problems. We have contacted the construction company many times to make repairs but failed. So far, there are still x owners whose problems have not been properly handled.

4. Continuously improve one's own quality and improve service quality through innovation.

I realize the importance of details in my work and life. Details are often overlooked because they are "small", making people feel cumbersome and have no time to take care of them. Therefore, we must always keep in mind the leadership’s emphasis on “service refinement, generating returns and benefits from details.”

20xx is a year of continuous exploration and self-seeking for me. In the new year of 20xx, I will work hard to correct the shortcomings in my work in the past year and continuously improve and strengthen the following aspects: :

1. Continue to strengthen the study of the basic regulations of property management and understand and master relevant laws and regulations.

2. Strengthen basic work skills such as copywriting and table data, and become familiar with the analysis of relevant property management cases.

3. Further improve your personality, improve your work patience, 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 capabilities, and keep up with the company’s progress. 2019 Front Desk Customer Service Work Summary (4)

Nowadays, I have transformed from an ignorant student to an employee who shoulders work responsibilities, and the customer service work has also changed from unfamiliar to familiar. I used to think that customer service work was simple, monotonous, and even boring. It was just about answering phone calls and taking notes. In fact, to be a qualified and competent property customer service staff, you need to have relevant professional knowledge, master certain work skills, and have a high degree of consciousness and work responsibility. Otherwise, mistakes and dereliction of duty will occur at work.

Looking back on the customer service work in the past, there were gains and losses. Let me briefly summarize it below:

1. Daily reception and answering phone calls: Warmly receive visiting owners and actively solve difficulties for them. Be patient when answering calls from owners, record complaints and service matters from owners, coordinate the results, provide timely feedback and call back to owners.

2. Handling of daily repair reports: Actively dispatch workers according to the different content of the repair reports, and strive to solve the problem in the shortest time. At the same time, follow-up visits will be made in a timely manner based on the completion status of the repair report. 3. Check the sign-in status of each department every morning.

4. Check the hygiene in the courtyard and corridors, and promptly notify the cleaning staff to clean up any unqualified items.

5. Warehouse management: timely registration of items received and put into storage.

6. Collect utility bills and property fees of shops.

7. Collect opinions and suggestions from various customers on the property management process, and continuously improve the service quality and service level of community property management.

In the process of completing the above work, I have learned a lot and grown a lot. I think the most important thing for good customer service is:

(1) The service attitude must be good. When we see the owner in the yard, we take the initiative to say hello, and if we can help him open the door or help move things, etc., we can make the owner trust us more.

(2) We must be proactive and have a pair of eyes that can spot problems. We must inspect the community courtyard every day and solve problems in a timely manner. Don’t wait until the owner comes to see you. We don’t know what’s going on yet. We need to be prepared beforehand.

For me, a person who has just entered society and does not have rich work experience, I will inevitably encounter various obstacles and difficulties at work. In this new year, I will work hard to correct them. The shortcomings in the past work will be continuously improved and the work in the following aspects will be strengthened

1. Strengthen the study of basic knowledge of property management, improve customer service skills and psychology, and improve the details of customer service reception.

2. Further improve your personality, increase your patience with work, strengthen your sense of responsibility and cultivate work enthusiasm;

3. Communicate and learn more with leaders and colleagues, and learn from each other's strengths. , improve your abilities in all aspects and keep up with the company's progress.

I am very lucky to be able to join the Sunshine Waterfront team just after graduating from school. At this moment, my biggest goal is to strive to challenge myself, surpass myself, and make greater progress in the new year of work!

Thank you everyone, my work is summarized! 2019 Front Desk Customer Service Work Summary (5)

Looking back on the company’s front desk reception since joining the company, with the care and guidance of the company’s department leaders and the support and help of colleagues, I have successfully completed my job and the tasks assigned by the leadership. In each task, I have improved in all aspects, but there are also shortcomings. I need to continue to learn and accumulate work experience in the future, and make up for my own shortcomings through my own efforts. The work situation since joining the company is summarized as follows:

1. Daily reception work at the front desk

2. Responsible for answering and transferring calls at the front desk, answering every call carefully and skillfully Extension numbers of each department, important matters are carefully recorded and communicated to relevant personnel, so that no omissions or delays are made;

3. The company address book can be updated in a timely manner to facilitate communication between various departments of the company;

4. Hygiene work at the front desk. The front desk is the starting point for displaying the company's image and services. To create a good front desk environment, you must not only pay attention to your own image, but also maintain good environmental hygiene, so that visiting guests have a pleasant feeling.

2. Administrative and other temporary work

1. Learned the company's rules and regulations; mastered the functions of each company's products to lay the foundation for telephone promotion;

< p> 2. Assist the administration to make phone calls to urge people who join the Maca Association and societies to submit information. After collecting the information, make an electronic detailed list;

3. Sign for express letters and hand them over in a timely manner, including items that are not in person. Keep it properly at the front desk;

4. Conduct phone promotions and submit the list of interested or intended customers to the sales department every week. By the end of December, there were 13 intended customers.

In this month’s front desk work experience, although I have completed all the work seriously, sometimes there are shortcomings, not enough care, and sometimes the problem solving is also lacking. In XX years I will Continuously improve your own image, make work plans for the new year, and improve work quality, efficiency, and responsibility. The new plan is as follows:

(1) Strive to improve service quality, work quickly, efficiently, and make no mistakes. The service attitude must be good, you must continuously accumulate experience in receiving guests, and leave a good impression on the guests. When answering the phone, you must also continue to improve your vocabulary skills; ask and answer questions tactfully. Try to satisfy every customer.

(2) Strengthen the study of etiquette knowledge. For example, in your spare time, you can study etiquette knowledge and public relations. Understand the common sense of etiquette that must be observed when dealing with others, including sitting and standing postures, tone of voice, eyes, makeup, clothing matching, and techniques for answering customer questions, etc.

(3) Strengthen communication with various departments of the company. Understand the company's development status and the work content of each department. With this knowledge reserve, on the one hand, you can answer customers' questions promptly and accurately, and transfer calls accurately.

On the other hand, I can also briefly answer customers' questions within my ability, and at the same time, I can seize appropriate opportunities to promote the company.

I hope that in the new year, through my own study, I will work hard to improve my work level, adapt to the work needs of the new situation, change my working methods in the process of continuous learning, maximize my strengths and avoid weaknesses, work hard, and strive to achieve success in the future. Work better, and at the same time do a good job in logistics services, so that leaders and colleagues can avoid worries.

Finally, I would like to thank all the leaders for providing me with this job, which gave me the opportunity to improve and progress together with everyone; thank every colleague for their support of me during this month. Enthusiastic help and caring at work. Although I still have many shortcomings in experience and ability, I believe that hard work can make up for weakness. As long as we understand each other more, communicate more, and make unremitting efforts, I believe that Jinnuo's tomorrow will be better!