Time flies and hard work has come to an end. This is precious working time and we have gained a lot. I think you need to write a work summary. Presumably, many people are worried about how to write a good work summary. The following is my personal work summary of 2022 customer service supervisor for you (6 general remarks). Welcome to read, I hope you will like it.
Customer service supervisor's personal work summary 1 In a flash, 20xx years passed in our busy work. Looking back on the customer service department of the property management company in 20xx, it can be said that the management functions have been further developed and continuously improved. 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 in the past 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. The service concept of "business first" has been deeply imprinted in the hearts of every customer service staff. Looking back on the customer service work in the past year, there are gains and losses. The customer service work in the past year is summarized as follows:
First, deepen the implementation of the company's rules and regulations and customer service system.
On the basis of 20xx's preliminary improvement of various rules and regulations, the focus of 20xx is to deepen implementation. For this reason, the customer service department has deepened its knowledge and understanding of property management according to the company's development. At the same time, with the introduction and improvement of some laws and regulations in the property management industry, the customer service department has also adjusted the relevant systems of customer service in time to better adapt to the new situation.
Two, integrate theory with practice, and actively carry out the training of customer service personnel.
Make use of the regular meeting time of customer service department in xx every week to strengthen the training of personnel in this department. The training work is carried out according to the practical problems encountered in the work in the past week, so that the combination of theory and practice makes every customer service staff have a deeper understanding of the "service concept".
Third, the daily maintenance processing
According to the workload statistics every weekend, "Daily Reception" has received more than xx times of various forms of maintenance. According to the different maintenance contents, actively dispatch workers to 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.
Four. Collection of property fees in area X.
According to the charging index issued by the company at the beginning of the year, actively carry out the collection of property fees in X and X areas. Finally, with the support of property managers, secretaries and other departments, the charging targets issued by the company were completed.
Verb (abbreviation of verb) collection of energy fee
At the same time, the quarterly charge of water meter reading for residents in area X was completed as scheduled, and the new task assigned by the company-the first charge of water meter reading for residents in area X was completed. ..
Intransitive verb x area bottom merchants renting work
We made a plan to benefit the bottom merchants, and successfully introduced the "supermarket, pharmacy" project in the second half of the year.
Seven. Take back some buildings
In X month, the building repossession of xx was completed; At the same time, we have completed the relocation and repossession of some buildings in xx District.
Eight, "xx" organization to carry out fund-raising activities
After learning the news of the xx earthquake, the leaders of the property company immediately decided to hold a fund-raising activity of "Dedicating a Love for the People in the Disaster Area" in the community, which was completed by the customer service department. After receiving the instruction, all the staff of the customer service department actively offered suggestions and finally successfully completed the fundraising activity.
Nine, during the festival, the park decoration and layout.
Actively complete the decoration and layout of the park during various festivals. This year, the company increased the decoration and layout of the park during Christmas (a festival attracting young people's attention), and bought Christmas trees and various decorations in the lobby of the X gate and the X area of the community.
X. Owners' Symposium
On the eve of the Spring Festival, the annual owners' forum was organized. Invited owners spoke actively at the meeting, fully affirmed the service work of the property management company, and put forward reasonable suggestions.
In short, on the basis of 20xx work, we are full of confidence and hope for 2022. In the new year, we firmly believe that as long as we work hard, immerse ourselves in hard work, actively explore and be brave in making progress, we will certainly be able to complete all the work indicators issued by the company with "hard work".
Customer Service Supervisor's Work Summary With the approaching of the mythical "Year", we bid farewell to the arduous 20XX year and ushered in a promising 20XX year. Thanks to the trust of the company leaders, I was promoted to the supervisor of customer service center at the beginning of last year. Looking back and thinking about the main work in the past year, I hope to refine my experience and make persistent efforts.
As the supervisor of the industrial service center, my work mainly includes: sorting and filing the information of each post, checking the situation of purchasing water and electricity, and supplementing relevant data in time, assisting Shengji Company to complete the data supplement, doing a good job in the collection of relevant expenses, doing a good job in monthly statistics, reporting the abnormal situation of selling water and electricity, inspecting and supervising the reception work of the front desk post, implementing the specified tasks and objectives, assisting colleagues to handle the complicated business of selling water and electricity, and coordinating the owners.
Over the past year, I have earnestly performed my duties, implemented various laws and policies on property management, implemented the relevant rules and regulations of the company, and done a good job in daily reception:
First of all, unite colleagues, be helpful, and better maintain good interpersonal relationships with colleagues in the company. I always feel that if I don't get along well with my colleagues, let alone the owners. As a foreman, I set an example, be strict with myself and set an example. Together with all the clerks, unite as one, and make our due core role for the smooth development of our front desk reception work and the satisfaction of the owners.
Secondly, do a good job in training new employees in time. The number of front desk clerks has been very small, especially at the end of last year and the beginning of this year. With the departure of xxx, it has a certain impact on the work connection of our department. After supplementing the staff in time, through my hands-on demonstration and patient and meticulous explanation, they initially met the post requirements in the shortest time. Under our efficient and orderly organization, we can properly handle various services according to our priorities.
In addition, organize the collection of related expenses in time. According to the division of tasks, I am mainly responsible for the collection of housing and facade property fees. Supervise the property manager to prepay the property fee for the street facade in the first half of the first month of each quarter.
In addition, the relevant data are statistically sorted out in time. Strictly implement trace management, that is, completely get rid of the abnormal and unrecorded situations in the past. All abnormal situations are recorded in writing and signed by the owner. The consistency of work is well maintained. Timely sort out and file the minutes of the meeting of complaints and suggestions from the owners of unit door maintenance.
Furthermore, improve the property management fee system in time. Fill in the garage miscellaneous room data of all communities.
In addition, it can also complete other important work assigned by the company with good quality and quantity. Owner satisfaction survey, cleaning all public facilities in the garage.
Over the past year, although I have made some achievements in all my work, I know I also have many shortcomings. For example, when dealing with complex problems, the ability to analyze and solve problems needs to be improved. As a foreman, individuals sometimes focus on their personal work and strengthen the management of the image of the front desk, especially the details. In view of the above problems, my future efforts are as follows: first, strengthen theoretical study, consult leaders and colleagues humbly, and further improve my professional ability and work efficiency; Secondly, we should work hard on rigor, put more energy into team management, improve our comprehensive ability and make the company's window more standardized and efficient.
In addition, I have accumulated a lot of work experience during more than five years working in xxx company, especially in receiving and serving owners. To sum up, I have the following experiences and gains:
(1) Correct your position, be calm, be modest and prudent, and you can do all kinds of services quickly and well and win the satisfaction of the owners;
(2) Only by firmly establishing service consciousness and strengthening communication and coordination can we eliminate the concerns of the owners and win their trust.
Finally, thank the company leaders for their trust. At the same time, I believe that our xxx property company will be able to go to work by going up a flight of stairs in 20XX.
Customer service supervisor's personal work summary 3 Time flies. In a blink of an eye, the work of 20xx is coming to an end. Unconsciously engaged in customer service for nearly four years. I feel like a post station every year. You can calm down and sort out your tired mood, burn a beautiful hope and refresh yourself for the coming year. No matter how ordinary the customer service work is, it can always accept various challenges and constantly look for the meaning and value of the work. Now, summarize this year's work.
First, work performance
Since joining xx customer service department, I found that the internal management of the department is relatively weak, mainly manifested in the weak sense of responsibility of employees, insufficient work initiative, low work efficiency, procrastination and so on. In view of the above problems, I further improved the departmental responsibility system and defined the responsibilities and work standards of departmental employees; Strengthen communication with employees, organize targeted training for many times, and regularly comment on employees' work, which effectively inspires employees' sense of responsibility. At present, the employees in this department are highly motivated, and their passive and conditional working attitude has changed into active and voluntary working attitude, thus promoting the development of all work in this department.
The customer service department is the bridge and information center of the service center, which plays a role in connecting the inside and outside. The service level and quality of customer service personnel directly affect the overall work of the customer service department. Starting from this year and next year, our department will focus on strengthening staff service management. Before going to work every day, the employees of the department conduct self-inspection and mutual inspection on dress and etiquette, so that the customer service personnel can maintain a good service image, strengthen the training of customer service personnel's language, etiquette, communication and problem-solving skills, and improve the service quality. The department sets up the service concept of "thoughtful, patient, enthusiastic and meticulous", which runs through the service to the owners and takes the owners' affairs as their own business. The important function of customer service department is to contact the service center and the owner and other external work, and provide services to the owner in time through feedback information.
Second, the problems existing in the work of the department
Through the work and practice of the department for one year, the service level of customer service staff is low and the service quality is not very high. Mainly manifested in the skills and methods of dealing with problems are not mature enough, the experience of dealing with emergencies is insufficient, and the professional quality in service is not very high. In the past year's work, the department mainly focused on the preparation of xx delivery, so it neglected institutionalization. At present, the systems of staff management, service standard and operation flow are not perfect, which affects the work efficiency, staff responsibility and work enthusiasm of the department to some extent. The feedback of complaint handling, owner's opinions, suggestions, owner's help and other information is not timely and comprehensive. Failing to follow up and report the problem in time after receiving it, and the way to deal with the problem is inappropriate.
Three. Key points of next year's work plan
Continuously strengthen the level and quality of customer service, and the satisfaction rate of owners reaches over 96%; Strengthen the charging level of property service fees to ensure that the charging rate reaches over 95% at the end of the year; Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved. Improve the customer service system and process, and the department basically realizes institutionalized management. Work closely with all departments to properly handle the disputes, opinions and suggestions of the owners in a timely manner. Strengthen cleaning outsourcing management, ensure inspection and assessment, and continuously improve service quality.
Looking back on 20xx, our work is full of hardships and setbacks, but we have gained growth and achievements. Looking forward to next year, we will face opportunities and challenges. To this end, all the staff of the customer service department will continue to unite as one in next year's work, and Qi Xin will work together to achieve departmental goals and contribute to the company's development.
Summary of personal work of customer service supervisor for 20xx years, with the strong support of company leaders and the unity and cooperation of all departments, and the hard work of department employees, our customer service department earnestly studied the basic knowledge of property management and job responsibilities, warmly received the owners, actively completed all the work assigned by the leaders, handled the formalities in time and provided thoughtful services, and fully urged the maintenance and other business services. Complaints and return visits were properly handled, and all the goals and plans formulated at the beginning of the year were successfully completed.
Go through the house delivery formalities as of xx, xx, XX. For the second decoration procedures, the second decoration inspection, the second decoration refund deposit. Parking space registrant.
The following is the completion and analysis of important tasks:
I. Daily reception work
Fill in the reception record of customer service department on duty every day, record the complaints and service items of the owner's calls and visits, coordinate the processing results, and feedback and call back to the owner in time. The cumulative number has reached thousands.
Second, the information release work
This year, our department has issued various written notices to customers many times. Use the cumulative notice to make the notice timely, detailed, clear and accurate, and actively cooperate with the contents of the notice to make relevant explanations.
Third, the owner missed the project complaint handling work.
20xx * * sent a contact list of missing engineering maintenance work before * *, and the engineering department of the development company returned a maintenance, with a completion rate of%. * * * After submitting the daily customer complaint information report and complaint handling form. The maintenance department of the development company completed a single maintenance, and the owner complained that the maintenance rate was%. Our department conducted a return visit, with a return visit rate of% and a project maintenance satisfaction rate of%.
Four, the basement flooding accident treatment work
20xx * * * basement water seepage accident caused property loss of the owner. Under the leadership of the company, our customer service department contacted the owner immediately and counted the damaged items for the owner. After that, we actively participated in the negotiations with the owners and distributed replacement items and offset compensation.
Verb (abbreviation of verb) Family service opinion survey
While completing their daily work, employees of our department actively walked into the owners' homes of residential quarters to collect opinions and suggestions from various customers on the property management process, so as to continuously improve the service quality and service level of property management in residential quarters in the new century.
By the end of 20xx 10, our department had conducted a household survey and visited the owners of residential quarters, and issued 38 property service opinion forms. According to the survey, the satisfaction rate of the owners of the residential area to our reception work is%, the satisfaction rate of telephone service is%, and the satisfaction rate of return visit is%.
Six, establish and improve the owner file work
The owner's file has been improved and updated, and the owner's electronic file has been continuously supplemented.
Seven, to assist government departments to complete the work.
Assist xx Street Police Station to conduct a general survey of the owners staying in the park.
Certificate of change of social registered permanent residence of xx owner in registered permanent residence.
VIII. Training and learning
Under the personal on-site guidance of Yang Jingli, a property management company, our department conducted systematic training and learning from the basic image of customer service personnel, the basic concept of property management, the communication skills of property management personnel and all aspects of property management, combined with the comprehensive knowledge of relevant laws and regulations.
Department employees are led by a team with insufficient ideological understanding and no passion for work into a team full of hope for the company, the development of the industry and their own growth; Train departmental staff from a blank of property management knowledge to a team with certain common sense of property management.
Customer service supervisor's personal work summary 5 Time always flies, and the new year is about to begin. In the past year, as the head of customer service department, I led the staff of our department to successfully complete all the tasks in 20xx. Here, I would like to express my gratitude to all the staff in the customer service department who have always supported my work. Summarize this year's work.
I. Work Review
The work of customer service department in 20xx was a busy and hard year, and many houses were delivered, but there were many different gains for each of us. Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone and take notes. In fact, to become a qualified customer service staff, you need to have considerable professional knowledge, master certain work skills, and have a high degree of consciousness and sense of responsibility, otherwise there will be many mistakes and dereliction of duty in your work.
The front desk is the information window of the whole service center. Only by keeping the information channels open can we help to carry out various services. Customer service personnel should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owners, but also follow up the work of various departments in time and pay a return visit to the completion of repair reports. In order to improve the work efficiency, the front desk should be responsible for the statistics and filing of all kinds of information while keeping the reception records, so as to make all kinds of information more complete, more convenient to find and maintain the integrity of the original materials, and all work should be carried out according to the standards.
Second, the main work content
According to the requirements, file and manage the owner's files, and track the updates and changes in time; Timely reply to the owner's repair request and consultation, and record it on the owner's information registration form; Handle the procedures and certificates of the owner's house expropriation, occupancy and decoration, and file the owner's information, files and keys; Classify the problems reflected by the owner and contact the construction party for maintenance, tracking and feedback.
Accept all aspects of information, including the owner, decoration unit, real estate company, construction unit and other information, notify relevant departments and personnel for processing while making records, track this process, and pay a return visit after completion; Data input and file arrangement. Seriously input and print the company's information documents and relevant meeting minutes, make forms and documents according to the work needs of various departments, and draft statements; Replacement and use of old and new forms; Complete other tasks assigned by superior leaders. Do a good job in the revenue and expenditure of the management office.
Third, work experience.
I learned a lot and grew a lot. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has not enough work experience, I will inevitably encounter all kinds of obstacles and difficulties in my work. Fortunately, with the help of company leaders and colleagues, I dare to face difficulties, accept challenges and gradually settle down. In xx Property, I deeply realized the true meaning of professional and smiling service.
The so-called dedication means that when you are at work, no matter how hard you have worked before, you should do your job well and do your job duties well. The so-called smile service means that when you face customers, no matter whether you are happy or upset, you should concentrate on your work, worry about customers and always smile, because I represent not only my personal image, but also the image of the company.
In this year's work, I deeply realized the importance of details. Because the details are "small", they are often despised or even ignored, which often makes people feel cumbersome and have no time to take care of them. Every day in Ruihe, I understand that the details cannot be neglected or sloppy; Whether it is the scrutiny of every line and punctuation of the notice, or the service emphasized by the leaders, there is no dead end in hygiene, and so on. I deeply realize that only by going deep into the details can I get a return from it; Details bring benefits and details bring success. Work and study have expanded my talents. When I worked hard to complete every task assigned to me by my superiors, I got the support and affirmation from my superiors.
Fourth, the work plan for next year
Consciously abide by the company's various management systems; Study hard on property management knowledge, improve communication ability with customers, and improve customer service reception process and etiquette; Further improve your personality, improve your patience with work, pay more attention to details, and strengthen your sense of responsibility and enthusiasm for work; Communicate and learn more with leaders and colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.
Fortunately, I can join the excellent team of xx Property. Xx's cultural concept and working atmosphere unconsciously infected and promoted me. Let me learn at work and grow in my study; Also determined the direction of efforts. At this moment, my biggest goal is to challenge and surpass myself in the new year's work and make greater progress with the company!
Summary of Personal Work of Customer Service Supervisor 6 20xx can be said to be a year of growth and development of xx property, and we are constantly improving and perfecting various management mechanisms. Among them, the work of the property customer service department has been concerned and supported by the company leaders, and at the same time, it has also received great assistance from various brother departments. After a year's efforts by all the customer service staff, various work systems have been continuously improved and implemented. The concept of "service first, doing things with heart" is engraved in the hearts of every customer service staff. The new year has arrived. Looking back on the customer service work in the past year, there are gains and losses. The annual work is summarized as follows:
Among the X employees in the customer service department this year, X employees have worked for less than half a year, which is also the fresh blood of the enterprise. After joining the department, they will master the workflow of the department in the shortest time and adapt to the post work as quickly as possible. Customer service staff will study their job knowledge carefully and answer the questions of the owner in time. Received telephone calls 10000 times a year, customer service staff visited more than xxx households of the owner, and put in more than X copies of various notices. By the end of 20xx, xxxx households have been taken over and renovated, and there are more than xxxx households living in the community.
Collection of property fees this year; At present, the collection date of property fees in 1, 2 and 3 phases is divided into four stages, which makes it more difficult to collect property fees. From the beginning of 10, the customer service department called the owners who defaulted on the property fee, asking them to pay the property fee through remittance and counter settlement, prompting the owners who now live in a certain district to stop all services within a time limit and demand the payment of the property fee. In the process of urging the payment of property fees, although our customer service staff was attacked by the owner's incomprehension and language, the customer service staff could explain to the owner with a service-oriented working attitude. By the end of 65438+February, xxx households had paid property fees, accounting for xx% of the total. This achievement is inseparable from the efforts of each of our customer service staff.
In order to ensure that the owners of the community can take the shuttle bus normally and prevent people outside the community from taking the bus and wasting the resources of the community, the customer service department standardized the issuance of the owners' bus cards, strictly checked the owner's information when issuing the cards, and limited each household to issue one card, checked the identity of the owners who recharged the car cards, and registered the lost replacement cards to control the outflow of the bus cards. In 20xx, the main maintenance items reflected by the owner are common problems such as water seepage from the external wall, water seeping into the unfurnished house from the bay window, water leakage from the toilet sewer, door locking windows, corridor lighting, elevator shutdown and so on. The customer service department has reflected the above problems in time, sent staff to solve them in time and paid a return visit.
Although the overall work of this department has achieved good results, there are still some problems. In order to further do a good job in next year's work, the problems existing in this department are summarized as follows: the professional quality and service level of employees are low, mainly manifested in immature skills and methods to deal with problems, lack of experience in dealing with emergencies, and low professional quality in service. Problems are not handled in time and properly, and there is a lack of departmental coordination, follow-up and reporting in complaint handling, owner's opinions and suggestions, owner's help, etc.
Work plan and focus in 20xx: The focus of our department in 20xx is to further raise the level of property fees by 65,438+0 to 5 percentage points on the basis of 20xx. Department management is basically institutionalized, employees' sense of responsibility and service level are obviously improved, various services are carried out in an orderly manner, the satisfaction rate of owners is improved, departmental training is strengthened, the level of customer service business is improved, all departments work closely together, and owners' disputes and opinions and suggestions are properly handled in time.
At the same time, I hope I can have the opportunity to study in a more mature community, master a better sense of service and improve my professional level. The new year has arrived. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, take "no complaints from the owners, no regrets in service, no blind spots in management and no hidden dangers in the project" as the working goal, and the customer service department will face the new year with a fuller mental outlook and jointly write a brand-new and brilliant page for xx Property Management Company.
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