Study On The Competence Of Customer Service Staff In Fengwei Property Company

According to the competence model theory, combined with the evaluation requirements of customer service staff in Fengwei Property Services Company, the study built an initial competence evaluation model based on the property customer service staff working characteristics. Using factor analysis method to get the initial model, examine and rectify the conclusions, finally it form a competence model of customer service staff in Fengwei Property Services Company. Based on the competence of customer service model, the study built a competence index system which can be used for measure and evaluation. Ultimately, it puts forward the corresponding countermeasure and suggestion to improve the competence of the company. The main conclusions of this study are as follows:Firstly, the competence model which is suitable for Fengwei Property Services Company service staff is established by testing initial one. In order to achieve the optimal allocation of human resources, it systematically study all kinds of competence of Fengwei property services company to built an evaluation system of competences of customer service staff, and also set up the guaranteeing measures.Secondly, competence model indicators were designed to obtain the connotation coding and evaluation criteria of each indicator, so that competence evaluation system was established. Through evaluating, we find that the services staff’s competence can satisfy the working need.Thirdly, this study pointed out that the competence management of customer service staff is the key to improve enterprise core competitiveness of the company. Cultivation and selection of customer service staff reach the new realm of enterprise strategy and laid a good human capital foundation for long-term development. Therefore, focused on the improvement of customer service staff competence in Fengwei property Services Company, it presents specific upgrade strategy.