Summary of the work of property customer service housekeeper. There are village committees in rural areas, and the maintenance, construction and operation of real estate communities are also inseparable from property management, and there are many trivial matters of property customer service, which are easy for owners to understand. Let's share the work summary of the property customer service housekeeper.

Work Summary of Property Customer Service Housekeeper 1 Work Summary of Property Customer Service Housekeeper 1

Just like yesterday, I applied for the post of xx property customer service, and now I have changed from an ignorant student to a member of xx who shoulders important work responsibilities, and from a stranger to a person who is familiar with customer service work.

Many people don't know about customer service, and feel simple, monotonous or even boring, but they just answer the phone, take notes and surf the Internet when they have nothing to do. 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. The following is a summary of my work.

I. Main work contents

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.

In the process of completing the above work, 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.

Second, 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 xx, I understand that the details can't be neglected and 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. The layout of Christmas and New Year's Day just made two days ago was the first one I made myself. When the plan was unanimously approved by everyone, my heart was filled with the joy of success and the responsibility for my work. As for the layout of the publicity column, the park sign system and the layout scheme of the Spring Festival community, I will take it seriously and responsibly and try my best to do it well one by one.

Third, correct the shortcomings in the past work and constantly improve yourself.

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; Strengthen the ability of copywriting; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software; 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. The cultural concept of xx and the working atmosphere of customer service department 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 goal is to challenge and surpass myself in the new year's work and make greater progress with the company!

Summary of the work of property customer service housekeeper II

After Xiyuan Property was formally established on June 1 20XX, I took over the work of customer service foreman in Xiyuan Property Customer Service Department, and was responsible for the management of customer service group, cleaning group and maintenance group. It lasted for 7 months, from groping to familiarity, learning by doing. In every step of my progress, I have been warmly helped by company leaders and colleagues, and I have also been supported and recognized by most residents. In these seven months, we have faced a lot of pressure and overcome many difficulties, but we are very happy and full. Because we have a high-quality team and a group of enthusiastic and dedicated property managers. We worked hard, worked diligently, coordinated all parties and served well, and completed the tasks assigned by leaders at all levels. Details are as follows:

First, standardize behavior, strengthen internal management and improve the quality of self-construction.

1, an employee of the dress management office, is on temporary duty.

2. For the residents, the customer service shall follow the requirements of the central procedures, and execute the working procedures such as being polite to others, resolving conflicts, serving with a smile, and praising in time.

3. Employees should go to work on time, and attendance and leave should be approved by the team and supervisor.

4. The staff has a clear division of labor, the work content is implemented to people, and they are familiar with job responsibilities, work standards and work processes.

Second, standardize services.

1, carefully write the work log, file it and record it clearly.

2. Establish a daily cleaning and maintenance checklist, and keep a log of handover work.

The customer service team holds a weekly meeting every Tuesday afternoon. On the basis of employee's report, summarize, comment and induce the tasks completed in the previous stage, assign new tasks at the same time, publicize the provisions of the regular meeting of the center, put forward clear requirements, report to the supervisor in time and ask for instructions.

4. Monthly statistics of home phone calls and visits. 2385 calls were received, of which 155 were from residents, 43 were suggestions, 69 were complaints from residents, 752 were public repairs, 740 were home repairs, 26 were other services, and 23 were praises.

5. Handle 457 1 cell id access cards, 380 car cards and non-motor vehicles.

6, establish and improve the file management system, all kinds of data and other documents collected are classified and filed completely, with a search directory and * * * 23 boxes. At the same time, the initial implementation of electronic management, all kinds of announcements, notices, statements, property fees, owner information, the simultaneous establishment of electronic files, can be consulted at any time.

Third, housing management is meticulous.

Handle the door-to-door maintenance and repair problems in public areas in time. In half a year, the number of on-site maintenance services was as high as 740, and the number of public * * * areas was 752. Residential areas have a large amount of maintenance and few technicians. Technicians are required to be comprehensive, but also to undertake night maintenance work and Beiyuan day and night maintenance tasks. Maintenance personnel always work silently, never complain, never care about personal gains and losses. Our master Zhang Liyong always rides a bike while carrying a ladder. From door to door, he always smiled warmly and explained and publicized the maintenance knowledge seriously.

Master Wang Xuelin "violated the rules" again and again to cooperate with the owners to buy materials (we generally require the owners to prepare materials themselves), and rode a battery car to the building materials market to find matching materials, and never applied for tolls and labor costs. In the busy maintenance work, he shared a part of Beiyuan maintenance work, running on both sides every time. The busy figure of the maintenance master has touched me countless times. All kinds of major maintenance and night maintenance are on call. Thank them for their dedication and sincere and persistent efforts in their posts.

Fourth, the management and maintenance of houses.

1. For the house being renovated, strictly follow the house decoration regulations, urge the householder to decorate according to the regulations, implement ab card management for decoration application and decoration personnel, and put an end to violations.

2. The management office has taken several ways to help residents solve their problems, such as water leakage in the house of the owner of residential decoration. On the one hand, it is reported to the school for handling, on the other hand, it is reported to the school to build a center, and on the other hand, it actively contacts the construction unit. Implement maintenance according to the problems reflected by residents.

Verb (abbreviation of verb) Maintenance of daily facilities Establish a maintenance inspection system.

Maintain the daily facilities and equipment in the public * * * area, and promptly notify the technicians of elevators and access control companies for maintenance and repair. Supervise the comprehensive maintenance of street lamps in residential areas, timely inspect, repair and eliminate the potential safety hazards of water supply and power supply systems, and timely report to the school for preparation on issues such as convenient drying in public areas of residential areas.

Sixth, standardize the cleaning service process to meet the requirements of cleanliness and comfort.

Supervise and guide the cleaning work in residential areas, formulate a standardized operation supervision process, implement the zoning responsibility system, determine the work content by personnel and posts, and conduct regular weekly inspection system, effectively mobilize their enthusiasm, promote internal harmonious competition, and improve the environmental quality of residential areas.

Seven, greening work

Clean up the domestic garbage daily, and clean up the decoration garbage once a week. Landscaping work insists on pruning, replanting, pest control, fertilization and watering the trees in the community every month. At present, the trees are growing well, which ensures the greening and maintenance quality of the community.

Eight, publicity and cultural work

Unite and cooperate, * * * with progress, carry out criticism and self-criticism, build a harmonious, civilized, united and innovative team, improve the quality of property service, publicize the work of the property and the service concept of the center, ensure smooth communication channels, adhere to the correct service concept (reasonable and unreasonable), and provide the owners with safety knowledge, health knowledge, weather forecast and warm tips in time. Won the owners' understanding and support for property management.

Nine, owner satisfaction is the ultimate goal of property management services.

After seven months of work, I am familiar with the workflow of grass-roots management, and I can basically combine what I have learned with practice to form my own work style and have a deeper understanding of the central concept. I feel more and more sincere at work, which may bring me some troubles in the short term, but in the long run, the effect is obvious. Honesty itself is the greatest respect for property leaders, colleagues and residents. Only by being honest with others can we get real understanding and support. "A gentleman pays for his pains, and heaven rewards his diligence". Our owners belong to high-quality knowledge groups. With the deepening of their understanding of property management and the improvement of their attention, it is inevitable to improve the transparency of management and make the property management behavior more standardized. Therefore, honesty is not just a slogan, but a prerequisite for our development and survival.

These seven months' work has also exposed its own problems and defects, such as weak equipment management and lack of communication with the upper level, which need to be improved and studied in the future work. At the same time, I also hope that I can have the opportunity to study in mature communities, master better skills, improve my professional level, and have more horizontal contact with my peers.

The new year is coming, and I am determined to put more time and enthusiasm into my post, complete all the work assigned by my superiors and live up to their expectations. I hope everyone in our team will cherish the harmonious atmosphere, create more surprises and transcendence, give full play to the team spirit, and take "no complaints from residents, no defects in service, no blind spots in management and no hidden dangers in engineering" as the working goal, so that our Xiyuan property can sneak into the hearts of residents and work hard for the arrival of the New Year! "

Work Summary of Property Customer Service Housekeeper 2 Work Summary of Property Customer Service Housekeeper 1

Time flies, I have been working in XX service center for a year before I know it. In my opinion, this is a short and long year. What is short is that I haven't had time to master the work technology and professional knowledge, and time has passed; Being an excellent customer service staff has a long way to go, and the road ahead must be very long.

Looking back at the job fair for the company's customer service position, it seems to have happened yesterday; But now I have changed from an ignorant student to a Greentown employee with job responsibilities, and my familiarity with customer service has changed from strangeness to strangeness.

Many people don't understand customer service and feel simple, monotonous and even boring, but they just answer the phone, take notes and surf the internet when they have nothing to do. In fact, if you want to be a qualified customer service staff, you need to have relevant professional knowledge, master the necessary work skills, and have a high degree of consciousness and responsibility, otherwise you will make mistakes and dereliction of duty in your work; Of course, I didn't realize this at first, but it was only after I experienced various challenges and tempering in my work that I deeply realized it.

The following is my main work in the past year.

1, the owner's house expropriation, occupancy, decoration and other procedures and certificates, the owner's information, files, keys filing; Among them, 92 households were delivered to the park, 46 households were handed over, 7 households were renovated, and 2 households were occupied by the owners.

2. Receive all kinds of information, including owners, decoration units, real estate companies, construction units and other information. , take care of the relevant departments and personnel to punish while making records, and follow this process to complete the return visit to the lagging banks;

3. Making, sending and filing letters and documents. At present, 50 copies of work contact sheet/kloc-0 are sent, and 5 copies of rectification nursing sheet1/kloc-0 are distributed; 55 tips; The departmental meeting lasts for 23 minutes, and the explanation will be released above 1387.

In the process of completing the above work, I have learned a lot and developed a lot.

1. The tempering at work has shaped my character and improved my psychological quality. As a person who has just entered the society and has little work experience, I will inevitably encounter all kinds of obstacles and hardships in my work. However, under the sponsorship of leaders and colleagues, especially the careful education of the current supervisor, I have the courage to face and challenge when I encounter difficulties, and my personality has further settled down.

I remember that when the houses in Lanxiuyuan and Linfengyuan were delivered, the time was short, there were few people, and the related work was complicated. Housekeeping staff continued to work overtime for more than a week, trying to make all the preparations before handing over the house; Especially in the first three days of delivery, everyone works overtime until two or three in the morning every night. On the first day of delivery, I was responsible for the help of the customer service center. When I drag my tired body into the delivery work, I have a feeling of sleeping with my eyes open. But when I saw Zhang Yu from Chongqing, with a sweet smile and skillful hospitality, there was a wave of ripples in my heart. She's working overtime, too. She'll be tired. Why can she keep such a good mental outlook and working condition in front of customers?

Through the company leaders' summary of our work that day, I deeply realized the true meaning of dedication and smile.

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 means that when you face your customers, no matter whether you are happy or upset, you should put your work first, put your customers first and always smile, because you represent not only your personal image, but also the image of the company.

In the delivery work on the second and third days, I changed from helping to being a formal host. While strengthening my emotional control, I tried to keep smiling and successfully completed the handover procedures of several owners. I am also very pleased to hear the encouragement of the superior leaders and look at the satisfied smile of the host.

1. The experience of this delivery process also played a great role in my future work. In the face of criticism and correction from leaders and colleagues, I can straighten my mind and make positive corrections; When communicating with a few difficult engineers, they gradually become fearless; Hospitality etiquette, telephone etiquette and other etiquette have also been gradually improved.

I feel the tension of details in my working life. Because of its "small", details are often ignored or even ignored, and people often think that they are cumbersome and have no time to take care of them. In the work and life of Greentown, I deeply realized that the details can not be ignored or sloppy; Whether it's drafting every line of calligraphy and punctuation in the company's documents, or making things meticulous and hygienic without dead ends, I deeply realize that only by going deep into the details can my ability be rewarded; Details produce benefits, and details bring victory;

I have expanded my ability in my work and study. When I finish every job entrusted by my superiors seriously, I try my best to get the support and affirmation from my superiors. The deployment in the park on Christmas New Year's Day just completed two days ago is my first plan. When the plan was approved by the supervisor, my heart was filled with the joy of victory and enthusiasm for work. As for the deployment of the canteen publicity column, as well as the park identification system and the deployment planning in the Spring Festival park, I will take good care of it seriously and try my best to do better one by one.

In the new year of 20XX, I will try my best to correct the shortcomings in the previous year's work, continue to improve and strengthen the following aspects:

1, strengthen the basic knowledge of property management, improve customer service technology and psychology, and improve customer service process and etiquette;

2. Improve the production ability of copywriting and meetings; Expand various job skills, such as learning the operation of PHOTOSHOP and coreldraw software;

3. Further improve your personality, improve your patience with work, pay more attention to details, enhance your sense of responsibility, and cultivate your enthusiasm for work;

4. Communicate and learn with other leading colleagues, learn from each other's strengths, improve their abilities in all aspects, and keep up with the company's progress.

Fortunately, I just graduated from school and can join the lovely and excellent team of Greentown Green Bamboo Garden. The cultural concept of Greentown and the working atmosphere of the Ministry of Home Affairs have unconsciously infected and promoted me. Let me learn in my work and develop in my study; I also affirmed my best bias. At this moment, my biggest goal is to challenge myself, surpass myself and make greater progress in my work in the new year!

Thank you, my report is over!

Summary of the work of property customer service housekeeper II

20xx is 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:

Six of the eight employees in the customer service department have worked for less than half a year this 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. In the year, it received more than 10,000 calls 1 10,000, and the customer service staff visited more than 200 households and delivered more than 20 notices. By the end of 20xx65438+February, 8,483 families had obtained housing, 6,976 families had completed renovation, and now there are more than 3,500 families living in this 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 increases the difficulty of collecting property fees. Since August, the customer service department has called the owners who are in arrears with the property fees, asking the owners to pay the property fees through remittance and counter settlement, and reminding the owners who are now living in the community who are maliciously in arrears with the property fees to stop all services within a time limit. 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, 6,247 owners had paid property fees, accounting for 75% 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 it, which wastes community resources. The customer service department standardized the issuance of bus cards for car owners, strictly checked the information of car owners when issuing cards, and limited each household to issue one card, checked the identity of car owners for recharging the car cards, and registered the loss report for replacement, thus controlling the outflow of 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, staff's sense of responsibility and service level are obviously improved, and various services are carried out in an orderly manner. Improve the satisfaction rate of owners, strengthen the training of departments, ensure the improvement of customer service business level, closely cooperate with the work of various departments, properly handle the disputes of owners, and timely.

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.