How to solve the problems existing in the property customer service center

How to solve the problems existing in the property customer service center

With the rapid development of modern urban residential quarters, high-grade villas, office buildings, commercial squares, CBD and other real estate formats, property customer service centers came into being.

? Hello, the property customer service center is at your service at any time. What can I do for you? This professional language is becoming more and more familiar to every urbanite.

And the customer service center of many property service companies can only be described in one sentence: asking three questions and not knowing, doing one thing is not like four. Because these property service companies have not really figured out a basic question: what is a real property customer service center? In other words, how should the property customer service center realize its service function?

Property customer service center is not only an information center that receives and transmits customer information, but also a management center that centrally handles the needs of owners. It is an operation management mode in the property service system and the control center of the property service enterprise.

So, a real property customer service center should pass? Information flow? 、? Quick response? 、? Resource allocation? 、? Process management? 、? Turn off feedback? And then what? Continuous improvement? These six links are designed and operated by links.

First,? Information flow? . First of all, we must ensure that the unified public service telephone is answered 24 hours a day; Secondly, information between customers and customer service centers, between customer service centers and service execution departments, and between customers and service execution departments can be transmitted unimpeded.

Second,? Quick response? . Including three aspects? Fast? : 1, quick answer: someone must answer the phone twice after it rings; 2. Quick commitment: customers' demands are promised within the specified time limit, such as? I'll help you solve it in time, okay Or? I will give you an accurate information reply in time? . The general appeal is closed in half an hour, and the major appeal is closed in 6 hours. Note: At this time? Me? With what? we? The difference between the two words will have a completely different effect. The other party will feel that the degree of due diligence is very different. 3. Quick arrival: The most intuitive feeling for customers to arrive in time is that the property service provider attaches great importance to this complaint. It can reduce the anger of the complainant.

Third,? Resource allocation? . Property customer service center occupies a core position in the whole property service management and operation system and has absolute resource allocation right. Its instructions can be directly sent to various professional departments and even specific operators. Just like the central processing unit in a computer system.

Fourth,? Process management? . Or follow up. No matter what kind of appeal, no matter which service execution department executes it, the customer service center must continue to follow up the execution process of customer appeal, not just procedural information transmission. This link must not be omitted, in order to let customers know clearly that the customer service center has been providing services for them continuously.

Fifth,? Turn off feedback? . For the completed customer complaint, the feedback determined by the customer should be obtained, and the customer should be closed for confirmation. If it is found that the promise made to the customer cannot be realized, the customer service center must apologize to the customer at the first time, and sincerely explain the specific reasons why the promise cannot be realized, and take the initiative to propose specific remedial measures. Don't you think? As long as customers don't pursue it, they can get away with it? . Since the customer service center has made a promise, customers will pay great attention to the content of the promise.

Sixth,? Continuous improvement? . Regularly organize information and analyze customers' statistics according to relevant service disciplines, and at the same time formulate continuous and effective improvement plans and supervise their implementation.

A customer service expert once put forward such a research result: when a customer stops trading with a company, it is mainly because the company doesn't care about his needs and feelings. On the contrary, when asked why a customer has long-term loyalty to a certain brand of products, the most common answer is:? They care about me? .

Only when the real property service center gives full play to its role can it achieve the four service management goals that property service enterprises ultimately want to achieve: 1, brand cultivation: property service is a necessary condition for owners to choose real estate; 2. Quality assurance: multi-level service and zero defect guarantee; 3. Project control: remote control, evaluation and supervision of all projects of the property trust; 4. Early warning of customer situation: analyze the situation of front-line customers in time to achieve continuous improvement.

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