Property management customer service system reform strategy

2, the implementation of customer service center reform, the development of basic principles of customer service

With the change of customer service organizational structure, the hub of customer service? Customer service centers also need to change accordingly, mainly reflected in the personnel changes, property management companies can start from the management duties, service title, service principle three points. In the management responsibilities, after the organizational restructuring, expanding the management authority of the customer service center, then, it is necessary to expand the management authority of the enterprise in the form of management responsibilities to be clear, and will be implemented in the service center of the management responsibilities of a post, and this post will need to set up the appropriate management personnel to perform the management responsibilities to meet the requirements of the personnel change, the customer service center can be established as a Leading managers, such as account managers, under the direct leadership of the project manager, fully responsible for handling customer service matters. The principle of service is to standardize the work of customer service personnel to enhance the efficiency and quality of an important system, the enterprise should be based on their own strength and set the service objectives, and strive to do it in detail, to do science.

3, the establishment of professional operating procedures to guide the control of the service program

The program is the pulse of the enterprise operation, the scientific and standardized procedures will be a great program to determine the efficiency of the business operations, good, well-designed service procedures often play a multiplier effect. Property management companies can start from two aspects of the service program to control. First, through the ISO quality management system, and constantly amend the quality management manual, the preparation of procedural documents to be in line with the actual, start and finish, for further refinement of the service procedures to build a good framework, build a good platform. Secondly, focusing on strengthening the standardized management of each professional service operation guide, with the chapter to educate people, fully combined with the actual situation of the enterprise, cleaning, security, landscaping, maintenance, complaints and other routine services should be formulated accordingly professional guide, clear service procedures, establish the operation process, refine the service content, and make it easy to understand, with operability. For example, the cleaning services in the scraping glass, operating instructions should be equipped with items, items to use successive, scraping direction and other content to make explicit provisions, rather than a generalized information on what tools to scrape, the use of items to put the successive, scraping direction of the details of the disregard, so that the cleaning staff operation will only be confused, the quality of cleaning can not be qualitatively improved, but also to lose the specific significance of the preparation of the operating instructions. In addition to the regular period of service operations guide, property management companies should not ignore the role and significance of the pre-service operations guide, according to the content and nature of the work, the management of the pre-proposal to be divided into three phases, respectively, for the early intervention, the property to accept the inspection, the owner of the occupation decoration, the establishment of the corresponding operation guide.

4, pay attention to the construction of customer service quality, strengthen the quality of service inspection

Scientific and reasonable customer service system, should contain customer service quality standards this important content, operating procedures to control the service procedures and service process, service quality standards focusing on the inspection of the service results, standardization, standardization of the property Standardized, standardized property services must have a service quality standards in support. Property management companies in the construction of service quality, you can start from the preparation of customer service quality standards, the provision of services required to achieve the quality of standards for the classification of details, such as service etiquette standards, can be combined with the company's disciplinary system, the staff grooming, demeanor, language, telephone etiquette, work operations, owners address to make specific provisions; cleaning quality standards can be divided into indoor cleaning standards, outdoor cleaning standards, extermination standards, cleaning and cleaning standards, and the quality of service standards. Cleaning standards, sterilization standards, indoor can be subdivided into halls, stairwells, restrooms and other quality standards. The establishment of quality standards in addition to refinement, should also pay attention to the appropriateness, not that the higher the standard the better, but the more in line with the reality of the more appropriate, the development of standards can not be divorced from the actual enterprise, combined with the level of enterprises, according to their capabilities. After the establishment of the standard, it must be tested through practice, the enterprise can take the month, quarter, annual inspection combined, thematic and comprehensive combination of ways to implement the service quality standards to be supervised and assessed to strengthen the test, if necessary, should be the quality of the standard assessment of the person in charge of each management project into the monthly performance appraisal, to give the quality of the standard of due attention and attention.

5, optimize customer service resources, give full play to the advantages of resources

Customer service resources are part of the customer service system. Property management enterprise customer service resources can be divided into hardware resources, software resources and human resources, property management enterprises should be good at optimizing the integration of service resources, good at doing ?1+1>2?, good at improving the efficiency of resource utilization. Hardware resources, do not stand still, bearing in mind that ? The clever woman can't cook without rice? Reasonable investment, the purchase of advanced management equipment, through the use of equipment, to improve the technical content of the service, at the same time, strengthen the management of the project office, staff clothing and other aspects of the investment, shaping to enhance the corporate image; software resources, on the basis of hardware, give full play to the advantages of software resources.

Property management customer service system is a whole, its content involves all aspects of business operations, therefore, its requirements of the various components of mutual support, interdependence, mutual matching, indispensable. The establishment and improvement of the customer service system is a systematic and complicated project, in this process, the enterprise should be good at planning the system construction, good at discovering the problems and deficiencies in the operation of the system, targeted, systematic improvement, rather than headache, footache, good at the development of the need to carry out the change, and at the same time, we must understand that the system reform is not a one-off effort, down-to-earth, far-sighted, bold reform, so that the customer service system is improving day by day, the customer service system is perfect. Customer service system is perfect, excellence, so as to achieve the purpose of improving the level of property management services.