Summary is a kind of written material to summarize the performance of study, work and life in a period of time, which can improve our ability to find problems. Let's write a summary carefully together. So what should be included in the summary? The following is a summary of the internship of property customer service that I helped you organize. Welcome to draw lessons from and refer to. I hope it helps you.
Summary of Property Customer Service Practice 1 Property management is a comprehensive management that matches the modern production mode of comprehensive development of real estate. It is a unified management related to the diversified pattern of property rights produced by the housing reform, and it is a socialized, professional, enterprise and operational management that is suitable for the establishment of a market economic system. This kind of property management, which integrates highly unified management, all-round multi-level service and market-oriented operation, and combines business management with service, is actually a service industry.
During the internship, under the enthusiastic guidance of the instructor of the management office, I actively participated in the related work of property management, paid attention to comparing the theoretical knowledge of property management learned from books with the actual work, deepened my understanding of the actual work with theoretical knowledge, verified the learned property management theory with practice, and explored the nature and laws of property management work. The short internship life is both tense and novel, and it has gained a lot.
Property management belongs to the tertiary industry and is a service industry. Property management belongs to the tertiary industry and has its unique nature, that is, it is an industry that integrates management, service and operation, and integrates operation and management into service. Provide high-quality, efficient and thoughtful services for property owners and users, and let the property appreciate. Hengjia property management company thinks what the owners think and is anxious about what the owners are anxious about. Its operation is at a good level, the charging rate is above 88%, and the owner's satisfaction reaches the upper-middle level. The residential area has beautiful environment, high greening degree and complete facilities. Often carry out various activities to enrich the owner's spare time life, belonging to high-quality residential areas. Its business goal is to create a "safe, warm, fast, convenient and clean" living community for the owners.
The main work of my internship is to receive the owner's visit, declare the fault and handle the complaint. Among them, the main thing to pay attention to is to warmly receive the owners and help them solve practical problems as soon as possible. In view of some problems that do not belong to the scope of property responsibility, this paper makes further analysis and puts forward countermeasures and solutions to greatly reduce the loss of owners' interests. Before the Spring Festival, under the guidance of the leaders, the security risks in the community were cleaned up and solved. It provides a clean environment for community owners to spend a safe and harmonious New Year. At the same time, it also records and sorts out the payment of community owners to protect the interests of each owner, and at the same time, it also pays a return visit to some owners who are maliciously in arrears to deal with problems.
Strengthen training and improve business level.
Property management industry is an industry with imperfect legal system, involving a wide range. Professional knowledge is very important for property management personnel. However, the theory of property management is still immature and lacks practical experience. The market environment is gradually formed, and it will take a long time to get on the right track. These objective conditions determine that our employees need to keep learning the laws, regulations and trends of this industry, which is very beneficial to do our work well.
Customer service department is the most direct and frequent department dealing with owners, and the quality of employees represents the image of the enterprise, so we have been constantly doing a good job in employee training to improve our overall service level. The main contents of our training are:
(1) Conduct etiquette training and standardize gfd.
A good image gives people a pleasing sense of purpose. Property management is first and foremost a service industry. When receiving the owner's visit, we are warm and thoughtful, smiling and friendly, so that even if the owner comes with emotion, our' thoughtful service' will be reduced, so as to solve the owner's problems. In this regard, manager Chen specializes in professional training for all employees in the department, which is completely hotel-style service standards to require employees. If the receptionist answers the phone, she must pick it up within three rings. The first sentence is "Hello". X people from Tianyuan Property are at your service at any time. The receptionist must stand up and serve. Whether the company leader or the owner passes by the front desk, they should say hello. This enhances the image of the customer service department, and also enhances the image of the entire property management company to a certain extent, highlighting the service nature of the property management company.
The front desk reception is the service window of the management office. The main duties of the front desk reception are to keep the information channels unblocked, supervise and inspect, and dispatch and coordinate the work of various departments. In the daily service, the front desk should not only receive all kinds of repair reports, consultations, complaints and suggestions from the owner, but also reflect the owner's needs to relevant departments and construction units in time, supervise the maintenance follow-up, pay a return visit to the maintenance completion, and complete the final closed loop. In order to improve the work efficiency, the receptionist is also responsible for the statistical filing of charging data while keeping records of manual communication, which makes all kinds of information more complete, more convenient to query and maintains the integrity of original data.
(2) Do a good job in professional knowledge training and improve professional skills.
In addition to etiquette training, professional knowledge training is the main thing. We regularly train our employees in this field. Mainly combined with "Property Management Regulations", "Measures for the Administration of Charges of Property Management Enterprises" and other pollution laws and regulations, learn relevant legal knowledge and solve problems encountered in practice. We also invited the master of the engineering department to explain to us the knowledge about engineering maintenance, such as the owner's application for repair, and we should be able to distinguish the location of the application for repair, the basic treatment methods, what tools the master should bring, and the warranty period of each part of the project. Only by clarifying these problems can we publicize and publicize them to the owners. Let the owners know clearly that property management is not always guaranteed, nor is our company responsible for everything after paying the property management fee. We will discuss, analyze and study some classic cases, and find out how much responsibility the property company will bear in case of disputes. We need to constantly learn and accumulate experience in our work.
Management office reception and complaint setting system
In order to strengthen the contact between the management office and the owners and tenants, solve problems for the owners and tenants in time and improve social benefits, the complaint reception system is established.
First, the customer service center is responsible for receiving visitors, publicizing the office location and telephone number for accepting complaints, allowing owners and residents to visit and complain, and trusting the management office.
Second, any manager should warmly receive, take the initiative to ask, smile, not make things difficult, not shirk, not confront, not aggravate the feelings of owners and tenants, treat acquaintances and strangers equally, treat adults and children equally, and treat busy and idle equally.
Three, customer service personnel should promptly record the problems mentioned in the residents' complaints and visits, investigate and verify the same day, and report the results and suggestions to the director of the office, who will decide the handling methods and responsible departments.
Four, the responsible departments in dealing with visits and complaints, to be enthusiastic, proactive, timely, to adhere to the principle of outstanding service. Do not shirk, dispute, shirk responsibility, embarrass the owners and tenants, or take the opportunity to ask for benefits, benefits, etc. After processing, the results should be fed back to the owner, tenant and director of the management office, so that everything is settled and everything is echoed.
Five, all managers should conscientiously and responsibly do their jobs, provide satisfactory management and services for owners and tenants, reduce complaints and criticisms from tenants, and resolve the dissatisfaction of owners and tenants before complaints.
Summary of Property Customer Service Internship 2 Through this internship, I have a deeper understanding of the work and position of Property Customer Service. At the same time, in this internship, I also learned a lot of service knowledge and property knowledge, which is also of great help to my future work. I also reflected some shortcomings in my internship and need to improve in the future. This internship, I also want to summarize the customer service work.
When I first came to the company, I was also worried about whether I could do my internship well. After all, I have never done this job before, and I have tried many times to find this internship. Many interviews also require work experience, and even some companies don't recruit interns, which makes me feel the cruelty of society. Knowing that you have no experience is really a big disadvantage, but since you have learned so much at school, you should use it. During my internship, I also tried to learn from my colleagues, knowing how to deal with the owners, how to solve problems and how to operate some things. It can be said that what I learned in my post is to do a good job, which is completely different from the school theory. At the same time, I also feel that what I have learned seems relatively simple, but when it comes to practical operation, it is not so easy. You still need to do it constantly, accumulate experience and do a good job in customer service in order to truly understand what you have learned.
In the work of property customer service, the communication with the owner was a bit stumbling at first, and the efficiency of dealing with the problem was not too high, and even the owner scolded me. However, these did not discourage me. Through these, I realized my own problems, continued to work hard and accumulated work experience. At the same time, I am constantly trying, my service is better, and I can handle the feedback from the owners. I'm practicing now, too It has also been affirmed by some owners, especially some issues that need continuous follow-up. Owners have also seen my progress. I also feel that a lot of work needs experience to be done well, and I cherish this position more. At the same time, it also made me understand that my own shortcomings, although there are, can actually be changed, as long as I do things seriously, think more and optimize what I have done.
Although the internship is over, for me, this is just the beginning of entering the society. I also want to continue to do good customer service and serve the owners, so that I can do better in the future.
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