Time flies, time flies. In this year, although I didn't make outstanding achievements, I also gained a lot from my work this year. During this year, I felt the company's learning, openness, harmony and innovation, relaxed and harmonious working atmosphere, United and upward corporate culture, and the difficulty and firmness of colleagues in customer service department in their work. In particular, I would like to thank my colleagues for their help and reminding and correcting my mistakes in my work. With their care and help, through their unremitting efforts, I have also made some progress in all aspects. Now I will summarize my work as follows.
1. Through study and daily work accumulation, I have a deeper and further understanding of customer service.
All the work of customer service is after-sales service of company products. The houses sold by our company include rough houses and a small number of hardcover houses. The more products there are, the more customers there are, and the customers have different requirements and understandings of products. For me, everything is new and there are challenges everywhere. The change of leaders, the joining of new colleagues and the coordination of various departments are the keys to complete this work. There are many things you don't understand in your work, but if you don't learn, ask if you don't understand. Learning is the premise and foundation of all progress. During this year, I carefully studied all the information related to my work, and with the constant observation and accumulated experience in my daily work practice, I further improved my understanding of the customer service system workflow. Through my study and the example of my leading colleagues, my work can be carried out smoothly.
Second, study job knowledge seriously, and work ability has been improved to a certain extent.
For a customer service staff, the feeling of doing customer service work is like learning to exercise one's endurance. The whole process feels that at most, it is hard to run, ask more questions and be poor. If one day you get used to this kind of work and are no longer tired, it means that you are a very experienced old employee. As a customer service specialist, I have been exploring customer service for many years, trying to find another communication method that can resolve and melt this contradictory atmosphere caused by users. This is the customer service specialist. After all, most people need to manage, control and adjust their emotions. No one is perfect, I want to live and learn.
Third, properly handle daily complaints.
Most of the owners' complaints are some architectural defects, which are superficial fur. Of course, it cannot be denied that the details of the construction party are not in place. Occasionally, there will be sudden hydropower incidents, no matter what problems can make people improve and progress. We have dealt with many complaints before, but now the way of handling them is different from before, and our scope of responsibility is different. We always deal with housing delivery, handover and daily complaints with a positive attitude. The building, shop and building were officially delivered 20 months ago. Through the joint efforts of all parties and colleagues in the company, the overall delivery work is progressing smoothly.
Docking and handing over equipment in public areas with property companies; There are * * * elevators in four buildings, and each elevator should be checked up and down repeatedly. The initial inspection, re-inspection and final acceptance have to go through several processes. The water, electricity, fire fighting and other equipment of the eight buildings that have been delivered must be handed over to the staff of the project engineering and property management company on site. The most tedious work is to implement fire-fighting equipment in D2 plot. Due to various reasons, it has not been completely handed over to the property management company for many times. The fire-fighting equipment and facilities in some buildings were not installed by the same manufacturer, but were redecorated by shops. The monitoring center could not be online due to the cross-construction of various construction units in the basement. At present, the basic debugging of fire-fighting equipment has been completed, and it is being carried out in an orderly and tense manner with the property company. The work is simple and does not reflect the performance. The participants were exhausted by repeated ups and downs.
Maintenance work is an important part of the company's after-sales service. The company attaches great importance to maintenance work and puts forward higher requirements for property management. Maintenance problems are summarized and classified and uploaded to CRM system, and maintenance problems are followed up every week. With the joint efforts of everyone, the maintenance efficiency has been significantly improved, and the satisfaction of the owners has been improved by controlling the repeated maintenance rate.
Owners can't understand that the new house will leak water, and it is a * * * problem, which leads some owners to doubt the overall engineering quality of the building and use it as a reason for complaint. The company also attaches great importance to this issue at all costs. Our department, together with relevant professionals in the engineering department, actively accepted our maintenance plan, and the water seepage problem was gradually solved.
There is water seepage on the basement roof of D2 residential area, which causes damage to elevators and other related equipment, resulting in a large number of complaints from owners and affecting normal travel. This problem has been fixed. There are some design problems, such as unreasonable installation of fire pipes and bridge, which leads to the owner's inability to park in the double-decker parking space, causing complaints from the owner, and some roof leaks. After careful explanation, we took active measures to coordinate a temporary parking space for the owner and solved the dispute that it was impossible to stop because of water leakage. Fire pipes, ventilation pipes, etc. Occupy the upper part of the parking space. After we have coordinated the field survey and measurement of relevant departments for many times, we have carried out rectification within the allowable reasonable scope. We patiently explained to the owner and actively communicated with the owner for many times, hoping to get the understanding of the owner and properly solve the problem.
20_ Another year full of passion. In the future work, I will strive to improve my own quality, overcome my own shortcomings, and work in the following directions:
1, learning is endless, the times are developing with each passing day, and the knowledge of various disciplines is changing with each passing day. I will study all kinds of knowledge persistently and use it to guide my work practice.
2. Keep learning business knowledge in the future work, and constantly improve your business skills by watching more, learning more and practicing more.
3. Constantly exercise your courage and perseverance, improve your ability to solve practical problems, slowly overcome impatience in your work, and treat every job positively, enthusiastically and meticulously.
The above humble opinion is my impression of the work. Because everyone stands in different positions and angles, their own understanding will inevitably be different. Please give instructions and guidance from the leaders. I firmly believe that all the achievements belong to yesterday, maybe I was not a show yesterday. However, no matter how many difficulties and obstacles lie ahead, as long as I don't relax my love for my work and pursue my goals for a moment, I dare to face the challenges, and I am determined to work in a down-to-earth manner in my post and complete my work dutifully.
Chapter II 202 1 Personal Work Summary of Customer Service for Half a Year
With the support of company leaders and departments, the customer service department has completed all the work for 20 years and achieved certain results. Looking back on our work in the past year, we have mainly done the following things:
One is refined management.
Customer service plays an important role in shopping malls. Whether all transactions in the mall can be solved in time and customers can be served effectively determines customers' attitude towards the mall and its future development. Therefore, in customer service management, we conscientiously perform our duties, and learn relevant theories and regulations in combination with their respective jobs and division of labor. The Ministry has formulated a series of rules and regulations, with posts assigned to people, responsibilities assigned to people and rewards and punishments assigned to people.
Second, work standardization.
In handling disputes, we adhere to the principle of seeking truth from facts, "being prompt, timely, accurate and reasonable", and pay attention to high standards and strict requirements. First of all, start with grasping the investigation rate of the first scene. As long as you receive complaints or questions, regardless of time, always insist on rushing to the scene at the first time, grasp the first-hand information, and strictly follow the operating procedures of the mall to provide customers with the convenience they can.
Third, service standardization.
Service competition plays a very important role in the competition of major shopping malls. As the customer service department, the service quality is directly related to the development and survival of the company. So our department puts customer service in an important position. Organize everyone to learn, fully understand the importance of customer service, do a good job in customer service, establish and improve service systems and measures, and standardize service behavior. See the spirit for details. For example, we can provide thoughtful service when customers come to consult anytime and anywhere; A business that can be done well once will not let customers run twice. Over the past year, we have continuously improved our work style, improved service quality and customer satisfaction, and completed our work dutifully.
20_ quietly left, this year our work level changed and improved day by day, which is gratifying and exciting. Yes, achievements represent the past, and brilliance casts the future. In the future, we should strengthen our study, strive to improve our business skills, unite sincerely, work hard and work hard to ensure the smooth completion of our annual goals.
The third chapter 202 1 customer service personal half-year work summary
Looking back on the first half of 20XX in the customer service department of property management company, it can be said that the management functions have been further developed and continuously improved for half a year. Among them, the property customer service department has been concerned and supported by the company leaders, and has also received great assistance from other departments. After the efforts of all the customer service staff for half a year, the work of the customer service department has made great progress compared with the previous year, and various work systems have been continuously improved and implemented. Looking back on the customer service work in the past six months, there are gains and losses. The customer service work in the past six months is summarized as follows:
First, deepen the implementation of the company's rules and regulations and customer service system.
On the basis of preliminary improvement of various rules and regulations in the first half of 20XX, the focus in 2020 is to deepen implementation. Therefore, the customer service department will deepen the knowledge and understanding of property management according to the company's development. The customer service department also adjusted the relevant customer service system in time to better adapt to the new situation.
Two, integrate theory with practice, and actively carry out the training of customer service personnel.
Under the personal guidance of the property management company for many times, our department has carried out systematic training and learning from the most basic image establishment of customer service personnel, from the most basic concept of property management to the communication skills of property management personnel, to all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.
Third, the daily maintenance processing
According to the Daily Work Record, record the complaints and service items of the owner's calls and visits, actively schedule the work according to the different maintenance contents, and solve the problem in the shortest time. At the same time, pay a return visit in time according to the completion of the repair report.
Throughout the year, customer service handled _ maintenance calls, solved _ all kinds of faults, eliminated the original construction problems, and the maintenance fault resolution rate was _%; * * * Receive _ complaints, handle them in time and give _ feedback.
Fourth, the information release work
* * * Issued various written notices to customers _ times. A total of _ notifications were sent by using SMS group sender to ensure that the notifications were timely and detailed, clearly expressed and accurately used, and actively cooperated with the contents of the notifications to make relevant explanations.
Verb (abbreviation of verb) collection of property fees
According to the charge notice issued by the company, actively explain and inform the property fees, and do a good job of dunning.
VI. Collection of water and electricity charges
Do a good job in the first meter reading. Complete monthly water and electricity meter reading on schedule, and complete monthly water and electricity cost data entry and billing in time. After printing the payment notice, mail the payment notice to all households on time. Users who fail to pay on time will be urged to pay, and those who fail to pay will be stopped.
Seven, establish and improve the owner file work.
_ copies of the owner's files have been improved and updated, and the owner's electronic files have been continuously supplemented. _ person-time access card handling and _ person-time apartment check-in registration. Certificate of apartment occupancy (temporary residence permit required) accumulated _ person-times.
8. Shortcomings in work, problems found and difficulties encountered.
1. Since our department has not received professional property management training, we still need to systematically learn about property, and our service level and communication ability should be further strengthened.
2. The follow-up and feedback of some repair reports are not timely enough.
3. The timing, methods and methods of collecting various fees of the property are not perfect.
4, customer service work pressure, employees' physical fitness and self-psychological adjustment ability need to be continuously improved.
5. The construction of spiritual civilization, such as carrying out various forms of publicity and organizing cultural and recreational activities of owners, has not been organized.
In the first half of 2020, we are full of confidence and hope. In the new half year, we will definitely strengthen our study, provide standardized, fast and effective services under the direct leadership of the property management company, do a good job in reception and improve the service quality of the property.