Daily case analysis of property customer service

Case 1: Bitterness? What should the owners do to embarrass the property company?

Shortly after moving into a residential area, an owner ignored the dissuasion of the property management branch and installed the outdoor air conditioner on the main external wall. The responsibility of urging its rectification falls on Cui Weimin, the property manager in charge of supervising the renovation.

Director Cui went to the owner's house for consultation for the first time, told the owner about the relevant regulations for installing air conditioners in the community, and pointed out that air conditioners should be installed in designated locations, otherwise it would destroy the overall beauty of the community. He proposed that they must be removed and reinstalled. However, the owner did not give any room to speak, so he pushed Master Cui out of the door (property management workers not only had to suffer hardships, but also suffered grievances). Being able to endure grievances without flinching is an important symbol of a mature property manager.

The second time, Director Cui came to be the owner. This time, he not only told the owners about the management methods of air conditioning installation in the community, but also chatted with the owners in the distance, trying to shorten the emotional distance between the two sides. Obviously, the owner was not as outspoken as last time, but only promised to reconsider (this is how the work experience of property management is often accumulated from time to time).

The third time, Director Cui knocked on the owner's door a day later and sat with the owner for a long time. He not only told the owner about the concept and characteristics of property management services, but also sincerely solicited the owner's opinions and suggestions on the property company, and gave a reasonable explanation and explanation to the problems encountered by the owner from occupancy, decoration to occupancy. For a long time, the shopkeeper smiled and said, Dude, I am deeply impressed by your seriousness! I used to feel that you care about this and that, which is very uncomfortable. Do you always want it? Calling for strength? . After listening to your words, I understand that you are still good for the owners and the community. Don't worry, I'll have the air conditioner changed right away. ?

At this point, Director Cui breathed a sigh of relief and the problem was finally solved satisfactorily.

Case study: some things go wrong, and the reason may not be whether the things themselves are done properly. Not here, we can visit each other completely? Bulge? . If we want to solve it well, the key is to find the crux. It is a quack to treat a fever as a cold.

Case 2: What should I do if I have to help a customer with special difficulties?

One afternoon, he just went to work, and the owner of an apartment building A 14 found the property management company and asked about the telephone transfer.

The owner is an old Korean lady in her 60s. Her children work abroad, and she doesn't speak Mandarin very well. The staff of the customer service center asked the old man to sit down first, poured a glass of water, told her not to worry, and said slowly (say hello, please sit down, then serve tea, standard reception procedure). It took the old man a long time to make things clear: her home phone was bought from the developer when she joined the company, so it involved transfer, but she didn't know how to handle the transfer procedures and where to do it.

After the staff understood the old man's meaning, they patiently answered and told her that the transfer required the original ID card of the head of the household, and the transfer fee was 105 yuan, which was handled at the telecommunications bureau diagonally opposite Beichen Shopping Center. ? (Property management personnel should be familiar with the departments and processes that deal with matters closely related to customers' daily lives, and be good housekeepers and consultants. ) The old man turned pale after hearing this. It is really difficult for the elderly to deal with physical and language inconvenience by themselves. Thinking of this, the staff said to the old man in a consulting tone: Give me your ID card and I will help you. The old man was very happy and left his ID card with confidence.

During the lunch break the next day, the staff helped the elderly to go through the transfer procedures. When the transfer certificate and invoice were sent to the owner's home (entrusted by the customer to handle property-related matters, attention should be paid to clear handover to avoid unnecessary disputes in the later period), the owner said with great gratitude. Thank you so much for the property management company, otherwise I really don't know when it will be done. I really appreciate it． ? The staff smiled and answered:? You're welcome. If you have any difficulties in the future, please let us know and we will try our best to help you. ? The old man smiled with great satisfaction.

Case study:? Help if you are in trouble? It is a service pursuit, but not a management responsibility. Because the scope of management services of property companies is clearly defined, it is impossible and not obligated to do everything. We should make it clear who belongs to work and who belongs to work, and let customers know. In this way, when you are capable of doing foreign affairs, customers will appreciate it; Customers will not blame when they can't handle foreign affairs.

Case 3: What should I do if I meet a lost old man?

At noon on an autumn day, the office staff of a property management company in a residential area are preparing for dinner. I saw Wang Bo, the vice monitor of Class Two, leading an old man into the office. Everyone got up and asked. Unexpectedly, the old man said a lot of puzzling words, which confused the staff and had to turn to Wang Bo for help.

It turned out that when Wang was on a routine patrol, he found the old man knocking on the door of the meter box on the third floor of Building 1. He felt very strange and asked the old man what help he needed. Never thought, the old man suddenly said aimlessly, "why can't the door of this staircase be opened?" How can I go home? " Wang was even more surprised. He guessed that the old man might be mentally ill. After going out, he couldn't find his way home and went to the wrong room. His mind flashed, and he suddenly remembered that the old man lived in room 1609. Usually don't leave home at all, just go out for a walk with their families (all property managers should be familiar with the basic situation of residential customers to avoid unnecessary twists and turns when encountering some unexpected problems).

So Wang said kindly to the old man:? Your home is not here, let me take you home! ? He helped the old man to room 1609 and rang the doorbell for a long time, but no one answered. I have no choice but to take the old man to the office.

After finding out what happened, the branch manager quickly ordered the staff to take out the owner's file and find the phone number of the owner to call the owner. After getting in touch with the shopkeeper, the staff still refused to eat, poured water for the elderly and chatted with them (be kind to all customers regardless of age, reflecting good professional quality and service consciousness). Although the old man couldn't understand what he said, everyone smiled patiently and accompanied him.

More than a minute later, the owner came to the office and saw that his lost father was safe and sound. He shook hands with all the staff present and kept saying thanks. Thanks to your taking care of my father, he is a little senile. If he really gets lost, he will be in big trouble. ?

Case study: A series of problems brought by the aging population have attracted more and more attention from the society. In residential property management, how to take care of the elderly has become an important topic faced by property companies. A good solution can not only improve the management service level, but also create new business opportunities.

Case 4: The case of building glass falling and hitting a car.

On September 10, 2003, a university teacher parked his car in front of the building. At about 40 noon, a piece of glass suddenly fell upstairs, hitting the windshield of the car, smashing the windshield and scratching the front cover. The glass is on the aisle window, which is made of steel and has been in disrepair for a long time. The owner thinks that the property management center has managed the residential property, charged the property management fee and has the management obligation to the building. If the glass in the public part of the building falls and damages the car, the car should be repaired and restored to its original appearance.

Case analysis: First, it depends on whether the property management center has the responsibility to keep the car. Some of our communities have assumed the responsibility of managing and keeping vehicles, signed vehicle storage contracts with the owners, and collected vehicle storage fees, thus forming a de facto custody contract relationship. In the case of the establishment of the contract, the property management center is responsible for keeping the damage and loss of the vehicle. Article 374 of the Contract Law stipulates that during the storage period, if the property is damaged or lost due to improper storage by the custodian, the custodian shall be liable for damages, but the storage is free, and the custodian shall not be liable for damages if he proves that he has no gross negligence. ? The property management center did not sign a custody contract with the owner, nor did it charge a custody fee. Therefore, it can be designated as free parking without compensation. Second, it depends on whether the property management center has management responsibility for the dropped glass. Article 126 of the general principles of civil law stipulates? If a building or other facilities, as well as the shelving and hanging objects on the building collapse or fall off or cause damage to others, its owner or manager shall bear civil liability, unless he can prove that he is not at fault. ? The responsibilities of owners and managers are clearly defined in the regulations. The glass is on the window of the aisle, which is managed by the property management center. The property management center should do its duty as a manager and have the responsibility to eliminate this hidden danger and repair the windows as soon as possible. Due to years of disrepair, the glass fell, and the front windshield and hood of the car were broken. The property management center should bear the unshirkable fault responsibility and compensate the owner for the maintenance costs.

Case 5: Who will bear the maintenance cost of water leakage upstairs?

In 2002, Su Mou, a resident in Unit 8 of a university 143, found that the ceiling of the toilet was leaking downwards, so he negotiated with Zhao Mou, an upstairs resident, and asked him to waterproof the toilet again, and the expenses were borne by Zhao Mou. Zhao ignored it on the grounds that there was no decoration at home. Su asked for a solution many times, so he took Zhao to court, but he lost the case in the trial because Su had insufficient evidence. So Sue changed the ceiling of her bathroom. On a certain day in June, 2003, 1 1, a toilet shed in Su's house was leaking. Su went to Zhao's house to check and found that the original heating pipe valve was damaged by Zhao, and a large amount of heating water flowed to the ground, causing a large amount of water leakage downstairs. Su also asked Zhao to replace the bathroom floor tiles and make waterproof requirements again. Because of the previous dispute, he went to court and Zhao refused. So Sue found the property management center and asked for a solution. After knowing the situation, the property management center personally went to these two houses to investigate. It is found that the pipeline has not been repaired for many years, and it has rotted and needs to be replaced. The pipeline is the part that the school promised to repair when it sold the house to an individual. Therefore, the maintenance fee should be paid by the school. The property management center reported the application for special funds to the school. After the approval, it reached a consensus with the two companies to redo Zhao's waterproofing and ensure the use of materials similar to the original floor tiles, thus solving the disputes and contradictions between the two companies.

Case study: Water leakage upstairs is an important factor causing disputes and contradictions in the neighborhood, and timely solving the water leakage problem is conducive to maintaining the harmonious relationship between owners. Article 83 of the General Principles of Civil Law of People's Republic of China (PRC) clearly stipulates? The neighboring parties of real estate should correctly handle the neighboring relationship in terms of water interception, drainage, transportation, ventilation and lighting. In the spirit of benefiting production, facilitating life, solidarity and mutual assistance, fairness and reasonableness. If it causes obstruction or loss to the adjacent parties, it shall stop the infringement, remove the obstruction and compensate for the losses. ? Therefore, the property management disputes caused by upstairs water leakage can be judged according to the principle of fault liability in civil law. The principle of fault liability takes fault as an important element, and the consequences caused by the fault of one party shall be borne by the fault party. If there is no fault, there will be no responsibility, then the principle of fairness will be applied to bear the expenses and both parties will share them fairly. This dispute is caused by the long-term use of the public part promised by the school and the damage of the pipeline, so the promised school should pay the maintenance fee.