Yantai W Property Company Customer Service Performance Appraisal System Optimization Study

Since the reform and opening up,China’s real estate market has flourished under the influence of national policies guiding support and the accelerating urbanisation process.Property management,as a derivative product of real estate,has made a huge breakthrough in management scale and business philosophy under the impetus of the real estate market.However,with the transformation of the real estate market from an incremental market to a stock market,the real estate market is experiencing a cold spell and the scale dividend brought about by the rapid growth of real estate has disappeared,resulting in increasingly fierce competition among property service enterprises.As a labour-intensive enterprise,property companies are characterised by a huge number of grassroots employees and uneven overall quality,among which customer service,as a bridge between property companies and owners,plays a vital role in the overall property service.Therefore,how to use performance assessment to stimulate the enthusiasm of customer service,improve the quality and level of customer service,establish a harmonious and harmonious customer relationship,enhance customer satisfaction and establish a good reputation for the property service enterprise has become the top priority of property management work.This paper takes the customer service department of W Property Company as the background.By reviewing a large amount of literature and using questionnaire and field interview methods to study and analyse the current situation of the customer service performance appraisal system of W Property Company,it finds that there are problems in its implementation such as unscientific design of performance appraisal indexes and weights,unreasonable design of appraisal subjects and periods,and insufficient feedback and application of performance appraisal results,which help the company to find the problems We helped the company find out the causes of the problems and guided W Property to carry out scientific optimisation of the existing performance appraisal system for customer service: redesigning performance appraisal indicators under the guidance of the company’s strategic objectives,using the hierarchical analysis method to determine the weights of performance appraisal,redefining and supplementing the appraisal subjects,formulating suitable appraisal cycles and appraisal methods,and optimising the performance appraisal feedback and application mechanism.It helps the enterprise to improve its competitiveness and position in the industry,and also provides some reference and reference for other property service enterprises to carry out optimization and innovation of the performance appraisal system for customer service personnel.