How time flies! One year's work is at the end of the year. Looking back on this extraordinary year, there were laughter, tears, growth and shortcomings, and I think it is necessary for us to make a summary of our work. So how to write a new pattern for the annual summary? The following is the year-end summary of customer service in the case field I compiled for your reference, hoping to help friends in need.
Case site customer service year-end summary 1 1. 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 file management
Archives are documents directly formed in property management. In strict accordance with the archives management regulations, the owner information, departmental archives, maintenance orders, work contact letters, release orders and other materials are comprehensively classified and sorted, so that the catalogue is clear and easy to retrieve. The household registration materials of each building are boxed, and the files of all departments are managed in bags, which are completed on schedule and seriously. Realize standardized management, at the same time, formulate and improve the data confidentiality system, regularly check the file situation, and improve it in time if it is changed or missing.
Third, the model room.
The model room is a window for us to show to the outside world, and it is also a platform for establishing the image of the property. At the end of each month, I will take an inventory of the items in the sample room, record the damaged items and report them to the engineering maintenance department to ensure that the items in the sample room are intact.
Iv. collection of fees
In view of the fact that property management is a service industry with high investment, high cost and low return. In order to ensure the continuous normal work, we must do a good job in the collection of various expenses and ensure that they are collected in full and on time.
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.
Experience and harvest of intransitive verbs
Over the past year, through hard study and continuous accumulation, I have made great progress in my ideological understanding and working ability. I already have working experience in the customer service center, and I can handle all kinds of problems in my daily work with ease. After half a year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job and so on. Actively improve their professional quality, strive for the initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
Seven. Work plan for the coming year
1, strengthen the study and improvement of business knowledge, innovate working methods and improve work efficiency.
2. Further strengthen the daily management of the customer service center, clarify the tasks, and be rigorous and orderly.
3, combined with the actual situation, from the details, closely linked to the leadership intention, coordinate internal and external relations, for the leadership to share problems.
Year-end summary of case site customer service 2 1. Standardize internal management and enhance employees' sense of responsibility and work efficiency.
Since joining the customer service department of Fengzeyuan, we have 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 and procrastination. 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.
(2) Strictly grasp the service quality and level of customer service personnel and create a good service image.
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. Since the second half of this year, our department has made great efforts to strengthen 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.
(3) Successfully completed the delivery of the first phase of Fengze Garden, which laid a solid foundation for the overall work of the customer service department. In the middle of 20xx 10, the first phase of xx Garden was officially delivered for occupancy. Our department is mainly responsible for distributing the occupancy information of the first phase, signing contracts and handling disputes between owners.
(four) in close cooperation with various departments, do a good job of internal and external contact and coordination of the service center.
The important function of customer service department is to contact the service center with the external work such as the owner, and provide services to the owner in time through feedback information, and handle xx cumulatively this year.
Second, the problems existing in the work of the department
Although the overall work of this department has achieved good results, there are still some problems. In order to further improve the work next year, the problems existing in our department are summarized as follows.
(1) The staff's professional level and service quality are low. Through the work and practice of the department for half a 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.
(B) Department management system, process is not sound enough
In the past half year's work, the department focused on the preparation for the delivery of Fengze Garden, so it neglected the 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.
(3) The coordination and handling of problems is not timely and proper.
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 20XX work plan
(a) continue to strengthen the level of customer service and service quality, the owner satisfaction rate reached more than 96%;
(two) to strengthen the level of property service charges, to ensure that the end of the year reached more than 95%;
(3) Strengthen departmental training to ensure that the professional level of customer service personnel has been significantly improved.
(4) Improve the customer service system and process, and basically realize institutionalized management.
(five) closely cooperate with the work of various departments, timely and properly handle the disputes and suggestions of the owners.
(six) to strengthen the management of cleaning outsourcing, so that there are inspections and assessments, and constantly improve the quality of service.
Case site customer service year-end summary 3 I. Daily work of customer service department
Customer service is a brand-new field of work for me. As a worker dealing with customer relations, I clearly realize that the work of customer service department is the hub of the whole company, which connects the connecting link between the preceding and the following, communicates inside and outside, coordinates the left and right, and contacts the four parties, and is the center to promote all work towards the established goals. There are many things to do, such as document processing, file management, document approval, accepting customer complaints, checking out and handing over the house. In the face of a large number of complicated and trivial daily work, we have strengthened our work consciousness, paid attention to speeding up the pace of work, improving work efficiency, calmly handling various affairs, and strived to be comprehensive, accurate and moderate, avoiding omissions and mistakes. So far, we have basically achieved all our goals.
1, timely understand the situation of houses to be delivered, and provide basis for leaders to make decisions.
As a well-known enterprise in the real estate development industry, housing delivery is the top priority. The company set up a housing delivery working group. As a member of the team, I made use of all favorable resources, took effective measures, actively communicated with relevant personnel at the case site and the construction site, and timely fed back the housing information, work progress and problems I learned to the leaders and the general manager's office, so that the company leaders could grasp the progress of the housing delivery work in the shortest time, and further arranged the delivery work on this basis.
2. Straighten out the relationship and create the departmental workflow.
At the beginning of the establishment of the department, almost all work was started from scratch. This year, we achieved the goal of being familiar with departments and harmonious interpersonal relationships, and prepared for coordinating and exerting the ability of various departments to solve work problems in the future.
3. Do a good job in the company's writing, and draft documents and reports.
Earnestly do a good job in sending, receiving, registering and handing over relevant documents of this department; Department documents, approval forms, agreements, etc. shall be filed, data shall be filed, and customer data shall be managed.
4. Accept customer complaints and timely coordinate with relevant departments to properly handle them, and actively respond to the call of the five spirits of group employees.
Give full play to the advantages of your own department. 1. Anxiety in work attitude, high sensitivity to customers, taking customers' affairs as their own business, high responsibility and high sensitivity. The second is to give strength, strong resource integration ability and strong promotion ability, and promote the resources of the whole company to tilt towards customers and solve customer problems. Predict the owner's behavior and demand, fully consider the cost and marketing, and conduct appropriate guidance and control. Minimize its unreasonable expectations and improve customer satisfaction.
Second, strengthen self-study and improve professional level.
Because I feel that my burden is very heavy, and my knowledge, ability, experience and position are far from each other, I have never dared to treat it lightly. I have been studying, learning from books, learning from leaders around me and learning from colleagues, so I think I have made some progress this year. Through continuous study and accumulation, I have gained work experience in this department and can calmly deal with various problems in daily work. After one year's training, my organizational management ability, comprehensive analysis ability, coordination ability and written and oral expression ability have been greatly improved, which ensures the normal operation of all the work in this position, can treat all the tasks with a correct attitude, love my job, and strive to implement it in practical work. Actively improve their professional quality, strive for initiative in work, have a strong sense of professionalism and responsibility, and strive to improve work efficiency and quality.
Three. Existing problems and future efforts
Over the past year, I have been able to work diligently and creatively, and have made some achievements, but there are also some problems and shortcomings, mainly in the following aspects:
First, we do a lot of work while groping, so that we can't do it with ease, and the work efficiency needs to be further improved;
Second, some work is not meticulous enough, and some work is not well coordinated.
In the next year's work, I am determined to seriously improve my business and work level and make my due contribution to the leap-forward development of the company's economy. I think I should try to do:
First, strengthen study and broaden knowledge.
Study hard on real estate professional knowledge and related legal knowledge. Strengthen the understanding of the context and trend of real estate development, strengthen the understanding and learning of the surrounding environment and the development of the same industry, and have a good idea of the overall planning and current situation of the company;
Second, based on the principle of seeking truth from facts, release the upper situation and report the lower situation; Really be the assistant of the leader; Improve their own business level.
Abide by the company's internal rules and regulations, safeguard the company's interests, actively create higher value for the company, and strive to achieve greater work results.
Case site customer service year-end summary 4 1. Summarize a set of work experience at work.
1 First of all, do a good job in the ideological work of "cooling down" for the complainant or disputant.
2. Analyze and investigate the cause of the problem.
3. If the problem involves the relevant laws and regulations of property management, we should combine the relevant laws and regulations of property management, and then formulate a scientific solution according to the actual situation;
4. Finally, of course, the implementation of specific methods. And summarize the experience of each treatment to lay the foundation for dealing with similar problems in the future.
5, complaints, dispute handling return visit, can let our work be affirmed by the owner, can also shrink our relationship with the owner, convenient for future property management.
Secondly, on this basis, nine steps to realize zero defect in work are established.
1, clear requirements: the owner is not always right, but always the most important; Fully meet the needs of customers and take this as the starting point and destination of work.
2. Prevention first: make full preparations to meet the requirements and actively prevent possible problems.
3. Do it right once: do it right for the first time in execution, and don't treat the working process as a testing ground.
4. Responsibility in place: decompose and implement the service quality objectives to all departments, posts and individuals, and implement them step by step as planned.
5. Intensive training: instilling ideas, imparting knowledge and training skills.
6. Strict inspection: personal self-inspection, supervisor/manager supervision and administrative center inspection; And analyze the results to clarify the problems, causes and responsibilities.
7. Circulating return visit: regularly and timely correct the problems existing in the service (especially the complaints of the owner) and formulate corresponding preventive measures.
8. Integrated organization: On the basis of linear organizational structure, focusing on customer satisfaction, improve the "first responsible person" system, speed up information exchange, and highlight the idea of total quality management.
9. Standardized operation: further improve the operation specifications.
Third, the implementation of "zero defect in property" will further improve the service quality, enhance the brand image of the company and consolidate the property market.
Zero complaints and no complaints are actually the vision of every enterprise, our enterprise and my enterprise. No enterprise can really do this, because it is difficult to determine the psychology and behavior of consumers. Companies can improve service quality through efforts, and service quality can only improve customer satisfaction, but can't determine customer satisfaction. Zero complaints and no complaints are the goals pursued by the company. He asked the company to serve consumers completely, and consumers are God. This sentence must always be kept in mind.
Generally speaking, whether an enterprise can survive depends on the support of its customers. This kind of support is directly affected by customer satisfaction, so in the new year, I think I can increase customer satisfaction through my good service and well-planned customer return visits. And the company is also developing towards the goal of "zero complaints and no complaints" with high-quality products and services.
Customer satisfaction is the most important criterion to measure a company's service quality. Through the personal investigation of customer satisfaction, we can find that customer satisfaction is a psychological activity and a sense of pleasure after customer needs are met. For the customer, he spent a certain price and needed to achieve a certain goal. If a large part of the products and services we provide him are not his, even if your price is lower than others, it may not improve his satisfaction. Therefore, customer satisfaction is a quantitative index to measure customer satisfaction, which can directly understand the satisfaction degree of enterprises, products or services in customers' minds.
As a member of the company, I will abide by my duties, constantly improve myself, study hard in my daily work, learn from each other's strong points and earnestly complete the work arranged by the leaders. thank you
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