Starting from civilized service, professional ethics, professional knowledge, property management, etc., employees of the company adopt diversified training methods and vivid teaching, firmly establish the idea of lifelong learning, so that employees can obtain more promotion of their own abilities and qualities from learning, so as to meet the growing requirements of enterprises and society for talents and establish the consciousness of serving the owners wholeheartedly. Improve service level through study, training and assessment. ?
1. Deepen industry awareness training. The purpose of property management is to create a clean, comfortable, safe, quiet and elegant working and living environment for owners, and its benchmark is gradually expanded and upgraded with the continuous progress of society. The improvement of people's living standards and the richness and enrichment of life content are inseparable from a beautiful working and living environment, both materially and spiritually. High-quality property management is not only simple technical maintenance and transactional management, but also creates a social relationship of mutual respect and peaceful coexistence for owners, which not only gives full play to the functions of property, but also fully protects the legitimate rights and interests of owners. Consciously link one's work with people's beautiful living environment, and training can achieve the goal of seeing oneself as the creator and defender of a better life. ?
2. Establish service awareness training. Property management is full of vitality and hope, but also lacks experience and needs to be improved. Only when it is not perfect can the property management industry be full of opportunities and challenges. However, all the work of property employees is service, and all efforts are for service. Only by establishing a new modern service concept can we actively and creatively carry out service work. A mature property employee will always consciously take providing quality services for owners and users as his career pursuit, and thus get professional satisfaction. Establishing a higher sense of service through learning is the promotion of the professional ethics of property employees. Remember: without high quality and good cultivation, there will be no good management and no good service. ? 3. Improve cultural quality training. Studying hard and constantly improving cultural quality are the main ways for property managers to improve their professional ethics. Without high cultural literacy, good service consciousness can not be implemented in specific service behavior; As a property employee, I can't raise my service spirit to a higher and more perfect level. Therefore, all employees must extensively dabble in various cultural knowledge, draw excellent cultural achievements, and enrich their spiritual world and professional thoughts. ?
4. Formulation of evaluation criteria. It means that the organization encourages employees to become what kind of people, and the relationship between quality and performance should be comprehensively considered in the assessment system, and the "performance" assessment of employees should be accurately evaluated through training and personal quality. Improve the comprehensive quality of employees and create a civilized and polite service atmosphere. Because the employees in the property management industry come from all aspects, their education level, social experience and age structure are different and uneven, such as; The cultural level of order maintainer, clean and green chemical industry is low. Therefore, property management enterprises must give priority to improving the overall quality of employees and use various forms to improve the overall comprehensive quality of employees. The professionalism and courtesy of employees are very important, which can make up for the losses caused by poor service and finally win the satisfaction of the owners. When the property manager can't answer some professional questions raised by the owner, or can't meet a special service requirement of the owner for a while, a modest attitude and sincere apology can often be understood by the owner, and even the owner will praise the enthusiasm and thoughtfulness of the property service in turn because of respect. Quantifying various assessment indicators in the assessment has achieved the purpose of learning and training. ?
Second, establish an owner-oriented corporate culture?
Taking performance as the goal, employees are required according to the requirements of performance, performance becomes the orientation of cultural construction, and all work is carried out around the performance of enterprises to form a culture. For the performance of an enterprise, it is a performance-oriented corporate culture. It can also be obtained by improving market competitiveness and reducing its own costs. ?
1, operate efficiently and improve service efficiency. According to the experience of service owners, I feel that owners pay more attention to the active service consciousness of service personnel than before. They want us to always care about his "products" (that is, services). They are gradually not satisfied with the error-free service, but expect the service personnel to innovate and surprise them. I think we should be more proactive and flexible in solving the owners' problems. I always feel that there is always a better way, that is, to show our specialties. We are responsible for ourselves. When communicating with the owner, we need to put our position in order. Property managers are not passive service providers, but active opinion contributors. Simplify the working procedures, avoid prevarication and delay, try to do everything yourself and ensure the smooth process. ?
2. Fully considering the actual situation of customers, the owner's expectation of service is changing, and the work defined by service personnel before and the owner's service concept are also changing. We need to break the previous framework and provide owners with extra points within our ability and cost. Good extra points service can bring surprises to owners. For example; Satisfied with the job evaluation of the service, it also left a deeper impression in the eyes of the owner. However, everything we do must be limited. If you don't master it well, value-added services may just leave a bad impression on the owners. Therefore, under the premise of providing value-added services, we must record the primary and secondary differences between conventional services and value-added services, and provide services within our ability and control within the cost range. Make continuous progress, provide better service, let the owners see your growth, because your growth can not be separated from their help and support, let them give you opportunities, make the owners proud, and let us achieve "win-win". ?
3. Publicize the contents of property management services. In the specific implementation process, such as cleaning service, security service, maintenance service, greening service, housekeeping service (unpaid part) and so on. Let the owners fully feel that the purpose of doing this is to facilitate their supervision and complaints about property management, and it is a good gesture for the property management company to convey its dedicated service and sincere cooperation to the owners. It is not enough to disclose the contents of property management services, just as a customer only knows the style of clothing but not its quality when buying clothing, they cannot judge the quality of clothing. Similarly, knowing the content of property management services, but not knowing the standards of property management services, the owners cannot correctly judge the merits of property management. ?
4. Publicize the service items and standards of property management. For example, in the cleaning work, the owner should be clear about the standard that the cleaning staff can reach, including how many times the cleaning staff cleans or wipes the cleaning content every day and to what extent. If the standards of these services can be announced to the owners, it will be easy for the owners to give a correct analysis and evaluation of our work, and it will also be beneficial to the communication between the property management company and the owners. At the same time, the disclosure of property management service standards can also effectively supervise the work of our property management companies, so that property management companies can constantly make up for the shortcomings in services, improve service quality, and finally satisfy the owners. So that the owners can effectively supervise the property management company, improve the service transparency, disclose the number of property management service personnel, and convey to the owners that the property management company has enough personnel to guarantee the services of the community; Secondly, the level of public service personnel can show the importance that property management companies attach to property management projects. ?
In the past, in the process of property management services, there were many examples of inadequate management services due to the low quality of service personnel. We have deeply realized the influence of service providers' quality on service level. Therefore, the level of public service personnel is also the sincere attitude of the property company to face up to the problem. If the service personnel of the property management company are open to the owners, more effective communication and exchange will be formed between the owners and the property management company, which is also conducive to the development of all work. At the same time, it also has a good supervisory role for service providers, thus improving the level of property management more effectively. ?
5. Organize community cultural activities regularly to enliven residents' spare time life. In order to do a good job in community cultural education and publicity activities, we should consciously collect information (photos, pictures, manuscripts, etc.). ) has propaganda value, observes people and things around you, and promptly publicizes and reports new people and new things such as helpful and dedicated community owners and property management personnel. Organize regular owners' networking activities, Children's Day, summer party, Double Ninth Festival, etc. Enrich the cultural life of the owners. Carry out daily community activities and theme activities in a targeted manner. Through various colorful interactive activities, the communication between property companies and residents has been strengthened, and an interactive relationship has been created, creating a strong community atmosphere and a good living environment.