Reflections on the post of property customer service supervisor

First, standardize behavior and enhance image.

1. An employee of the management office is applying for a position.

2. According to the reception requirements of the customer service center, show courtesy, smile and take the initiative to greet the owners and visitors.

3. Analyze the requirements put forward by the owners and visitors in order to provide better service.

4. Timely and effectively handle and pay a return visit to the owner's repair service and complaints, and make records carefully.

Second, standardize services.

1. Write all the work logs carefully, and make clear the documents and records.

2. Establish a maintenance checklist, and record the shift work of various forms.

3. The customer service team holds a weekly meeting every Monday morning to summarize, comment and summarize the tasks completed in the previous stage on the basis of the employee's report, and at the same time arrange new tasks, publicize the provisions of the regular meeting of the center, put forward clear requirements, and report to the supervisor and ask for instructions in time.

4. Establish and improve the file management system, classify and archive all kinds of documents collected, and have a retrieval catalogue. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, the housing management is thorough and meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously. Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, strictly follow the house decoration regulations, urge the householder to decorate according to the regulations, implement ab card management for decoration application and decoration personnel, and put an end to violations.

2. The decoration owners in the residential area have leakage of houses, and the management office has taken several ways to help residents solve the problem. On the one hand, the report is handled by the school, on the other hand, it is reported to the school construction center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation for verb) Maintenance of daily facilities.

Establish a maintenance patrol system, maintain the daily facilities and equipment in public areas, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely check and maintain the water supply and power supply system, eliminate potential safety hazards, and report to the school for preparation in a timely manner.

Six, standardize the cleaning service process, to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the responsibility system for the area, set the work content by personnel and posts, and regularly check the system every week, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work.

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping workers insist on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, publicity and cultural work

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the work of the property and the service concept of the center, ensure smooth communication channels, adhere to the correct service concept (reasonable and unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management. Regular natural gas recharge service twice a month, providing half-year service for 55 owners. During this period, there was no mistake in money, cards and tickets, which established a good reputation among residents. Many times, I found wallets, clothes, bicycles, battery cars and so on. For the residents, so I was well received by the residents, helping the owners to contact domestic services such as hourly workers, household appliances, unlocking and other paid services. Provide an entertainment environment for the owners to play the piano and sing songs, and close the relationship with the residents. Xiyuan Property actively responds to and participates in the cultural life of the group, organizes entertainment activities such as singing and dancing, and is currently actively preparing for the "Spring Festival Song and Dance Evening".

Nine, the main experience and harvest

After working for two months, I have completed some work and achieved certain results. To sum up, I have the following experiences and gains.

(1) Only by putting yourself in a correct position and trying to get familiar with the basic business can we adapt to the new job as soon as possible;

(2) Only by actively integrating into the collective and handling all aspects of the relationship can we maintain it in the new environment.

Maintain a good working condition;

(3) Only by adhering to the principle of implementing the system and careful management can we perform the duties of the regional manager;

(4) Only by establishing service consciousness and strengthening communication and coordination can we do our job well.

X. Existing shortcomings

Due to less work practice and lack of relevant work experience, our work has the following shortcomings.

(1) I don't know enough about the contents of the agreement on property management service fees, especially some previous charges.

XI。 What's the next step

In view of the shortcomings in the work, in order to do a good job in the new year, the following aspects should be highlighted.

(1) Actively communicate and coordinate with relevant leaders of maternity protection and customs to further straighten out the relationship;

(2) Strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency;

(3) Manage the cost of consumables and save the company's cost;

(4) Do everything possible to train employees' etiquette and operational knowledge, and strive to become a cleaning team with high comprehensive quality;

(5) Do a good job in cleaning logistics in the area under its jurisdiction.

extreme

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 voluntarily exercise the supervision function of logistics services.

(2) Establish a quality inspection system. Change the internal quality audit of the property to 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 and front desk service.

1. Customer reception. Do a good job in customer reception and coordination of problem reflection.

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, and other information consultation.

3. Follow-up and return visit of related logistics services.

4.24-hour service telephone.

(4) Coordinate and handle customer complaints.

(5) Do a good job in customer reception day activities and actively collect and handle 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.

Third, continue to do a good job in iso quality inspection management, office work and customer service of the property management center, and continue to maintain customer service effectively with the energy center.

Four. 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.

(2) Having at least two staff members.

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 a bachelor's degree, which is conducive to the establishment and steady operation of the customer service organization framework, changing the status quo of paying attention to one thing and losing another, and is conducive to gradually establishing norms and improving customer service.

Verb (short for verb) 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, 500 yuan ∕' s annual official budget is 6000.00 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 connotation of the customer service center may have a cross relationship with the office of the head office and the human resources (quality management) department. However, the customer service center is mainly for customers, focusing on customer satisfaction, 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".

Tisso

The first is to 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 combination with the actual situation of the community.

Starting with 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, 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 system specifications such as Equipment/Facilities Management System, Elevator Safety Management Regulations and Work Plan Management System issued by the operation center, it will be strictly implemented, rectified and improved item by item, and put in place according to the implementation date.

2, according to the performance appraisal system in the daily work assessment standards to organize staff training and learning, clear 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.