Question 2: How to improve the residents' satisfaction with the property First of all, we should think of what kind of property management services the residents really need, it is best to carry out a survey to see the residents of your property ideas What other aspects to improve. As long as you do your best to help owners can naturally improve the brand reputation, even if you can not do, do not do well, miss the owners will understand especially do not procrastinate on the responsibility within the scope of responsibility must be resolved, outside the scope of responsibility should also be enthusiastic to provide assistance. Attitude is better than everything!
Question 3: How to improve the property engineering department owner satisfaction First of all! Environmental health within the property is the main, look at the people comfortable, and then a variety of equipment can operate smoothly, there can be no security risks, check the safety of the equipment, as well as equipment damage, routine maintenance, pay attention to the community of miscellaneous, etc., a few key points, in a timely manner, to solve the problem, the environment, the service, satisfaction, as well as reasonable fee requirements!
Question 4: What is the owner's satisfaction It is the owner's satisfaction with the services listed in the list of property companies, for example, a sample for you to see.
Owner satisfaction questionnaire
(a) comprehensive management services
1, you think the person in charge of managing the district holds a certificate of qualification issued by the Ministry of Construction of the post of property manager, is it necessary?
A, necessary B, not necessary C, does not matter, the management of good on it
2, × × property requirements of all management services staff uniform dress, wear signs, behavior, service enthusiasm, are you satisfied?
A, satisfied B, not satisfied
3, you know we have a 24-hour service complaints phone? (××××××××)
A, know B, do not know C, know this phone, but do not know is a 24-hour service
4, × × property regulations daily work should be recorded, and set up a multi-level inspection system, you think this is good?
A, good B, not good C, does not matter
5, in the day-to-day maintenance, × × × property required to fill out a maintenance sheet, have you filled out?
A, filled out B, did not fill out C, did not ask the property has been repaired
6, × × × property also for each owner to establish a more complete set of files, including renovation, tenant information, etc., do you think it is necessary?
A, necessary B, not necessary C, does not matter
7, × × × property owners survey at least once a year, do you think the frequency is reasonable?
A. Reasonable B. Unreasonable C. Other
8, we will be on this survey of the views raised in the issue of household visits, are you willing to accept my visit?
A, willing to B, unwilling to C, it is best to use other ways
(B) indoor cleaning services
1, you are satisfied with the indoor cleaning work of × × property?
A. Satisfied B. More satisfied C. More dissatisfied D. Unsatisfied
2. × × × property cleaning services are currently implemented at the national level standard, you think that in accordance with this standard cleaning services cleanliness?
A, very unclean B, not clean C, general D, clean E, very clean
Opinions or suggestions
A, daily sweeping of the building (including the basement) B, weekly water mopping of the building (including the basement) C, wipe the stairs, handrails, window sills every day D, wipe the windows once a month E, the public **** garbage daily collection F, intercom door three times a week to wipe G G, monthly wipe street lamps / signs / garbage cans, etc. H, weekly water mopping activity room / garden benches
(C) order maintenance services (janitorial)
1, × × × property is currently strict control of outsiders, hawkers, miscellaneous people into the house, do you think this affects your normal life?
A, the impact, should be released at will B, does not affect, this is more secure C, a little trouble, but acceptable
2, in order to ensure the safety of motor vehicles parked in the district, currently does not allow foreign unlicensed vehicles parked for a long period of time, do you think this is reasonable?
A. Reasonable B. Unreasonable C. Other
3, × × × property owners are sent to check the hydrant once a month, do you think this is necessary?
A, necessary B, not necessary
4, × × × property every week to patrol the district's safety precautionary warning signs, do you think it is necessary?
A. Necessary B. Not necessary
(D) the level of service of outdoor sanitation and landscaping
1, × × × neighborhoods have to empty the septic tank twice a year, do you think it is appropriate?
A, appropriate B, inappropriate C, in line with national requirements on the line
2, the neighborhood's outdoor roads are swept once a day, patrol 2 times, you think the degree of cleanliness?
A, very clean B, clean C, not clean D, very unclean
3, x x x neighborhoods twice a year on the secondary water tank cleaning and disinfection, do you think it is appropriate?
A, appropriate B, inappropriate C, in line with national requirements on the line
4, you are satisfied with the overall greening of × × neighborhood?
A. Satisfied B. More
Satisfied C. More dissatisfied D. Unsatisfied
5, do you think the trees and shrubs in the district are pruned in time?
A, timely B, not timely C, other
6, you think the neighborhood green space in the health to maintain how?
A, very good B, general C, not good
(E) water and electricity maintenance
1, × × × equipment in the district have established equipment accounts, the maintenance of equipment updates are recorded, you think
necessary?
A, there is a need B, no need C, does not matter
2, × × × community of each property services staff are obliged to the community around the environment, such as access, doors and windows, etc., the situation of inspection, inspection, do you think so in place?
A, in place B, not in place C, does not matter
3, in the heating period, the heat exchange station property arrangements have a person on duty 24 hours a day, every two hours to check the operation of the equipment record, you are satisfied with this arrangement?
A, satisfied B, dissatisfied C, in line with national ...... >>
Question 5: How to improve the satisfaction of property services Communicate more with the owners, and solve the problems reflected by the owners in a timely manner, and formulate a standard workflow, such as how long it takes to deal with the complaints must be given a reply, how long it takes to solve the problem, and the progress of the processing of timely feedback to the owners. Do a good job in the area of equipment maintenance, security and cleaning work, to give owners a safe environment good home. In order to improve the satisfaction of property services, you can also use a third-party property management platform to assist the property work, such as the cloud platform for property management, cloud platform for property management, can assist the property for housing management, owners move in and out of the management, the owners of the management of complaints, equipment maintenance, security patrol management, cleaning management, advertising management in the area, etc., not only to help the property to improve the efficiency and quality of work, to enhance the satisfaction of the property services, but also to help property companies to increase revenue, and also to help the owners to increase their income. It can also help property companies to increase revenue.
Question 6: What does the Property Management Service Department do to enhance the satisfaction of property owners? The establishment and strengthening of the concept of courtesy and courtesy throughout the daily service work is the key to the success of the property management business, but also a reflection of the qualifications and professional standards of the service personnel.
Learning skills, good professional skills is to provide guests with quality service, efficient service, thoughtful service basis. Business skills are not skilled, not proficient, to achieve quality, fast service, can only be an empty word. In addition to high service skills, strong sense of service, but also must be highly establish the legal concept, to do in the daily work of life, know the law, understand the law, abide by the law, and use their own knowledge of the law, to safeguard the interests of the enterprise, the interests of the guests, their own interests. In foreign relations, guest services, there can be no legal loopholes, so as not to make themselves and the enterprise suffer undue losses.
Teamwork, property management business is a need for all departments to cooperate with each other, coordination, pay attention to group cooperation, departmental collaboration of modern enterprises, although the ministries of different divisions of labor, each employee's responsibilities are different, different positions, different tasks, but the property management business has two major core tasks are to be all employees from top to bottom, from the inside to the outside of the wholeheartedly in order to be able to complete. One is to create 100% customer satisfaction rate and quality service; the second is to create good economic and social benefits.
Innovative management, innovation is the soul of enterprise development. Service personnel in addition to a solid grasp of good service standardization, standardization, but also due to people, time and place to do a good job of personalized service, special services, value-added services.
With the help of property management software, such as Yun Jiajia property management and operation platform, based on SaaS Internet software service mode, the use of cloud and mobile technology, standing in a new perspective dimension, according to the actual needs of the property construction, to follow the overall layout, step by step implementation, to meet the needs of the daily work of the property. Further optimize the property management, improve the quality of property services, enhance the profitability of the property hematopoietic ability, fundamentally solve the difficult problems of the property enterprise management, service and profitability, to help its rapid development.
Question 7: How to improve customer service satisfaction I have read an article, recommended to you to see
How to improve the level of property management and customer satisfaction ideas
Although we have achieved a little bit of success in this owner satisfaction survey, but we also learned from the owners of the relevant aspects of the work of the owners of the dissatisfaction, and then we organized the competent
The main purpose of the survey is to help the owners to improve the quality of property management and to improve the quality of customer service. We organized the director of the above personnel to use the "three to find certain" both: find the gap, find the root cause, find the responsibility, set measures. So that we know where the gap is, through item by item, article by article sorting, the development of corrective measures. 2008 we have identified as the company's "service quality improvement year", and began to implement, which is positioned in March for the "learning Lei Feng activities month" by watching the Lei Feng film, through the study of Lei Feng By watching Lei Feng movie, by learning Lei Feng's "spirit of nails" and hard study of professional business and help people's advanced deeds of the talks, now the company up and down all the nervous and orderly toward efficient, convenient, timely, enthusiastic, time-saving high standards of service to the owners of the direction of progress. At the same time, we also put forward the slogan of learning from Vanke in the distance and Longhu in the near future, in a word, we should strive to enhance the ability of middle and high-end service from the rough service relying on labor only to the high technology and quality management within 2 years. The property should select and train high-point management and technical talents to create a high-quality ladder-shaped management team to adapt to the talent needs of medium and high-end property management services.
Frankly speaking, due to the complexity and specificity of the project, the subjective and objective reasons for the property to bring confusion and difficulty are beyond imagination, once not done well, will detonate the owners of the crisis events. Therefore, we are treading on thin ice, under great mental pressure and high intensity work, without complaint and without remorse, with blood and sweat to support the casting of the brand of Sunshine 100 and the property brand.
In the future, we will also work around the following points, so that owners gradually have confidence in us:
Firstly, we will carry out the 2008 "Service Quality Enhancement" year activities in synchronization with Yuneng One Hundred, and comprehensively enhance the staff's understanding of enhancing customer satisfaction through a series of activities to ensure that all kinds of conditions are not very well equipped. Not very well equipped with the situation, after unremitting efforts, in the existing customer satisfaction on the basis of the next level.
Second, because of the project causes property 4 customer satisfaction is low, the future to:
1, in advance to grasp the time of each project node and the matters affecting customer satisfaction follow-up and the development of countermeasures;
2, pay attention to the perfection of each detail, the formation of customer service value chain with its own characteristics, while targeted and gradually improve the existence of customer Unsatisfactory matters;
3, to strengthen the comprehensive quality of the property team's own training, especially in the reception of customer complaints processing, response to reflect the "enthusiasm, efficiency, time-saving";
4, focus on communication and coordination with the real estate, to ensure that customer satisfaction increases.
Third, so that every manager and employee to realize that "I want to do" into a conscious "I want to do" the construction of the company's executive culture, imperative.
Fourth, must be in the sales phase of the relevant contract terms and conditions of the separation of property management and developer's responsibility, this move is to reduce the contradiction with the owners, the Board, to enhance the premise of future satisfaction.
Fifth, the contract must be signed seriously, strict fulfillment of the contract, good service, is to resolve the contradiction between the property management company and the owners, the Board, to enhance the key to future satisfaction.
Sixth, it must be clear that regular surveys of owners' satisfaction, and constantly improve the shortcomings of the service, is to resolve the contradiction between the owners, the owners' committee, to enhance the satisfaction of the fundamental.
Seventh, the previous third-party owner satisfaction survey found in the problem one by one decomposition, subdivided, implemented to the responsibility of the leaders in charge to specific rectification in place;
Eighth, focusing on the twelve aspects of the improvement
1, focus on the culture of corporate culture and the culture of execution of the training and construction;
2, focus on the optimization of the staff structure, optimization of the wage structure;
3, focusing on open source and cutting costs, adding vitality;
4, focusing on careful study of the property pre-intervention;
5, focusing on the delivery of property owners before and after the care, guidance, hardcore owners of the cultivation of problematic owners of the response to the measures to be put in place;
6, focusing on the customer service and the property resources to integrate the operation mode of the further improvement;
7
7, focusing on how to introduce psychology into the property management services;
8, focusing on the property management contract and property management of the relevant laws and regulations and policies is the property company and the owners, the owners' committee to fulfill their respective obligations, the exercise of their respective rights based on;
9, focusing on the symmetry of the information, smooth communication;
10, focusing on the property services in place;
11, focusing on the humanization and differentiation. focus on grasping the degree of humane and differentiated services;
12, focusing on the community culture in various forms, colorful.
Ninth, efforts to build a "three high and one fast" both: high ideological awareness, high business skills, high satisfaction with the service, the actual action fast; such a comprehensive quality of the property team, the actual ...... >>
Question 8: How to enhance the property company's customer satisfaction 1, in the service attitude, the pursuit of general to high-grade enhancement, to win the trust of customers.
2, in the service mode, the pursuit of simple to subtle thoughtfulness to enhance, win the customer's emotions.
3, in the service management, to meet the needs of different customer groups, so that customers really reflect the warmth.
Question 9: How to improve customer satisfaction in the property management company 1, in the service attitude, the pursuit of general to high-grade enhancement, to win the trust of customers.
2, in the service mode, the pursuit of simple to subtle thoughtfulness to enhance, win the customer's emotions.
3, in the service management, to meet the needs of different customer groups, so that customers really reflect the warmth.
Question 10: the needs of the owners and how to improve customer satisfaction with the property Customer satisfaction management, refers to the enterprise through the investigation, analysis, research, in order to understand the current customer satisfaction of the enterprise on the basis of the factors affecting customer satisfaction, through the introduction of the concept of customer satisfaction within the enterprise, and continuous improvement of customer satisfaction behavior.
To successfully introduce customer satisfaction management, companies must think about the following questions:
Thinking 1: What is the purpose of introducing customer satisfaction management?
Compared to advertising, promotion and other behavior, customer satisfaction management is a complex and can not achieve immediate results in the management of the movement, if the enterprise is to improve or enhance the performance of the month or quarter, the pursuit of short-term effects, then your business is not suitable for the introduction of customer satisfaction management in this state.
Thinking 2: Is there a preparation to fight an offensive strategy?
Chinese people are known for their intelligence and flexibility, especially some of the helmsmen of today's enterprises, they have these excellent qualities at the same time, especially when their enterprises have achieved a certain degree of success, but also more or less with the Chinese people's flamboyance, fashion and some of the inferiority of the good and the great, and the implementation of customer satisfaction management, is a long-term project, need to dispersal of the business leaders of the considerable energy, the need to Business leaders sustained, often attention and persistence, business leaders have no such preparation and give the project leader enough authorization.
Thinking 3: Have business leaders set up a customer-centered rather than their own will-centered awareness and reflective ability?
Effective implementation of customer satisfaction management is the premise of the enterprise to establish a customer-centric management concept, for Chinese enterprises, due to the lack of effective constraints on the power of business leaders, therefore, to successfully implement and effectively carry out customer satisfaction management, the premise is that the business leaders can set up a customer-centered awareness, and customer-centered, will inevitably require that the business leaders in the enterprise's management to abandon their own good and bad, customer-oriented. And in the absence of effective constraints on the mechanism of the case, the enterprise how to sustain the implementation of customer satisfaction management, if some of the leaders of customer satisfaction management contrary to the words and deeds of behavioral constraints, it is necessary for the leaders to have a strong ability to reflect as well as the ability to reflect under the behavior of the development of effective mechanisms.
More about customer complaints, customer satisfaction and other knowledge reference: China Complaint Handling Association