What aspects does the communication of property management customers generally include?

What does the content of property management customer communication generally include, including internal customers and external customers? Internal customers refer to internal personnel of the enterprise, and external customers refer to units and individuals related to property management services, including owners (or property users), construction units, professional companies and * * * departments. Customer management refers to the behavior of property management enterprises to continuously improve their work, improve the management service level and obtain greater economic benefits through customer communication, complaint handling and satisfaction survey. In the customer management of property management, the owner (or property user) is the direct consumer of property management services, and has the closest connection and the most important relationship with property management service activities, so it is the most important customer management object. First, the concept and content of customer communication communication is the process of exchanging information, opinions and understanding between two or more people. Good communication can make both sides fully understand, bridge differences and resolve contradictions. Forms of communication include oral communication, written communication and other forms of communication (such as the Internet). Communication methods include: listening, speaking, writing, reading and nonverbal expressions (such as expressions and gestures). In property management service activities, communication is a common management service behavior and an important part of property customer management. Grasping the ways and means of communication scientifically plays an active and important role in improving the quality of property management service, successfully completing property management service activities and meeting the needs of owners (or property users). The communication contents of property management customers generally include the following aspects: (1) communicate with the construction unit on issues such as early intervention, undertaking inspection, and property transfer; (3) Business dealings with municipal public utilities, professional service companies and other relevant units and individuals; (4) Communicate with the owners' congress and owners' committee on property management; (5) Communication with owners (or property users), including: 1) publicity and communication of laws and regulations related to property management; (two) the contents and standards of property management services and the publicity and explanation of related accounts; 3) Consulting and answering related matters, regulations and requirements of property management; 4) Property management complaint acceptance and handling feedback;

What does residential property management generally include? 1, sanitary management. Sanitation, garbage cleaning and regular cleaning of public places, including public corridors of buildings;

2. Daily maintenance and management of greening objects. Prune, fertilize and update the greening objects regularly to keep the greening objects growing well;

3. Public security management. Full-time security personnel should be on duty 24 hours a day to ensure the safety of residential areas;

4. Maintain public reservoirs. The reservoir in the building should be cleaned and disinfected regularly. Ensure the quality of drinking water for residents;

5. Hydropower management. Daily maintenance of power distribution equipment, water pump house and public water and electricity facilities to maintain the normal operation of equipment;

6, sewage facilities management, dredge and maintain drainage, sewage pipes, septic tanks, to ensure normal use;

7. Additional services for high-rise buildings. Equipped with full-time elevator management personnel to do a good job in elevator maintenance to ensure the normal operation of the elevator;

8, according to the need to increase other services.

Property management refers to the activities that the owners manage or entrust the property service enterprises or other managers to manage the buildings, facilities, devices, places and sites owned by the owners, so as to distinguish all buildings and buildings, places and facilities within the building division. The Property Law stipulates that the owner can manage the property by himself or entrust the property service enterprise or other managers to manage it.

Property management is divided into narrow sense and broad sense. In a narrow sense, property management refers to the activities that owners entrust property service enterprises to maintain and repair buildings and their facilities, municipal public facilities, greening, sanitation, transportation, living order and environmental appearance according to the entrustment contract. Property management in a broad sense should include the process of joint management by owners and the management process entrusted by property service enterprises or other managers.

What is property management, including what aspects? Its basic content can be divided into three categories according to the nature of services and the ways of providing them: regular public services, targeted special services and entrusted special services. 1. Conventional public services mainly include the following items: ① Management of main buildings and daily supervision of residential decoration; (two) the management of housing equipment and facilities; ③ Environmental sanitation management; ④ Greening management; ⑤ Cooperate with public security and fire departments to maintain public order and safety in residential areas; ⑥ Vehicle road management; ⑦ Public institution services; The second is targeted special services: ① daily life; 2 commercial services; ③ Culture, education, health and sports; 4 financial services; ⑤ Brokerage agency intermediary service; ⑥ Social welfare; Third, entrust special services: When property management enterprises implement property management, the first category is the most basic work, which must be done well.

What does residential property management include: 1, public order maintenance, safety management, monitoring management, border management and fire management;

2, cleaning, disinfection, insecticidal, garbage removal, corridor cleaning; Ground cleaning, ditch cleaning;

3, plant weeding, hedge construction, vegetation management, green landscape sketch cleaning;

4. Maintenance, maintenance, replacement and inspection of public facilities, and sporadic minor repairs;

5. customer service. Owner reception, owner reporting, owner asking for help, property fee collection, other fee collection, and property file management;

6. Other * * work that needs to be coordinated, such as community economic census, community elections, community charity activities, participation in community cultural activities, and other community work assistance;

What are the general complaints about property management, and how to deal with the owners' home trips, water cuts, broken doors and windows, blocked sewer pipes, range hoods, household appliances and door locks; Where the property can be repaired, repaired or replaced manually, the customer service center will arrange engineering maintenance personnel to handle it; Anything that the property management company can't handle, such as home appliance maintenance, air conditioning maintenance, range hood cleaning, etc. , will be handled by the property management company, and the expenses will be borne by the owners themselves. The customer service center only needs to send a bill.

What aspects does the property management fee include? Does it include safety? The items and functions of property services mainly include:

1, the salary of the management service personnel and the welfare funds drawn according to regulations;

2, public facilities, devices, daily execution, maintenance and maintenance costs;

3. Greening management fee;

4. Cleaning and sanitation costs;

5. Security costs;

6. Office expenses;

7. Depreciation expense of fixed assets of the property management unit;

8. Statutory taxes and fees.

In addition, the property management fee should also include the profits of the property management company. For the property management of high-grade residential quarters, insurance premium can be added to the cost. In line with the transformation of China's basic price system, according to the different pricing subjects and formation methods, there are three ways to price property management fees: market adjustment price, * * * guidance price and * * * pricing.

What is the main task of general public security management in property management? What aspects should be included in the specific implementation of property security management? Property safety management has an important position and significance in the whole society, and it is the foundation and guarantee of social activities. In property management activities, it is not only related to the life and property of owners and users from being damaged, but also to ensure the normal operation of property management companies. However, the current complex social environment and public security situation pose a severe challenge to the safety of property management. The role of strengthening safety precautions has become increasingly prominent and has become the primary issue in property activities. Safety is the benefit source and lifeline of enterprises. Property safety management mainly refers to taking safety measures such as fire prevention, theft prevention, loss prevention and natural disasters in the property area to prevent owners and users from suffering losses and injuries. Property safety management has many contents and a wide range, and is characterized by strong professionalism, coexistence and mutual restriction of management and service. If you are not careful, there may be potential safety hazards or accidents. Case: "In 2004, an owner of Donghai Garden was killed by a murderer at home. Later, it was found that the murderer used an expired decoration pass to sneak into the community, and the victim's family demanded compensation of up to 6 million yuan. In the first instance, the court ruled that the property company should assume supplementary responsibility for the victim's losses and compensate170,000 yuan. " For the low-profit industry of property management, hundreds of thousands of compensation will be lost in vain. Therefore, the establishment of an efficient and professional safety management team is the top priority of property management activities. As a safety supervisor, besides having good professional ethics, professional quality and professional knowledge, he must also have a high sense of responsibility and mission. In order to realize the coexistence of management and service, I think that according to the current company's safety management situation, safety management should be further improved in the following aspects: First, to build a complete safety management system and improve the post responsibility system is the guarantee of enterprise interests. "No rules can make Fiona Fang". Formulating and perfecting detailed rules and regulations is not only of guiding significance for future work, but more importantly, through the system, the problems and loopholes existing in the work are tested and revised and improved in time. For example, in the document system of ISO9000, Shenzhen x x Property Company stipulates that the personnel on duty in the fire center must strictly observe their posts within 24 hours, and the telephone must be answered within three tones, otherwise they will be treated as leaving their posts without permission. This detailed operating procedure is meticulous and quantitative, which shows the superb management level of the property management company. On the file system, through the actual operation of the company and the post, we constantly adjust, modify and summarize, and finally work out the post system that is most in line with the actual operation. In addition, all the work of property safety management should be recorded in detail and kept completely, which is not only the embodiment of management norms, but also an important basis for traceability in the future. For example, public security patrol records, visiting and entering registration systems, goods release systems, and central control duty records. In the event of a dispute, it will become an important basis for ascertaining the facts when judging whether the property company has fulfilled its security obligations. On the basis of establishing and perfecting the safety management system, the system should be implemented. Safety management personnel in all positions need strict requirements and management to promote the implementation of safety management system. For example, a safety seminar is held once a month to discuss potential safety hazards, formulate preventive measures and impose safety penalties on individuals who make mistakes. Seriously analyze the cause of the problem and summarize the improvement. The second is to strengthen training and ideological education to improve the professional knowledge and skills of safety management. In the final analysis, the management and service of property management companies depend on the quality of employees. Although we carefully select security personnel, we consider their adaptability to the profession and the needs of the post. However, due to many individual differences, such as employee acceptance and thinking differences; In order to meet the needs of service work and improve the quality of personnel, as safety supervisors, we must make great efforts to train and educate them. Only by mastering professional property management knowledge and service skills can we reduce mistakes in our work, improve work efficiency, maintain a positive working attitude, and change from passive obedience to active service and quality service. For example: strengthen the cultivation of professional ethics, let them establish a correct outlook on life and values, and cultivate professionalism; Strengthen the training of etiquette knowledge, enhance the service consciousness of employees, establish a good image of the company and establish a "window" of civilized service; Strengthen the training of property knowledge and fire protection knowledge, and improve business knowledge and skills; Strengthening the training of legal knowledge, so that they can know, abide by and understand the law, can not only correctly safeguard the interests of owners and companies, but also protect themselves. Third, establish a mechanism of "prevention and treatment by groups" to maintain law and order in the jurisdiction. In a closed place, any property is only a building point of a city, and its public security work must rely on social forces and the public security forces of surrounding communities. Therefore, the property management company (as the safety supervisor) should keep close contact with the local security personnel, keep abreast of the local public security situation, grasp the movements of criminals, and ensure the property safety in the region. According to the principle of "prevention by groups and governance by groups", we should maintain the public-private relationship in the community and fundamentally expand the security scope of the community. It was held in Shenzhen XX Property Company and organized by the local police station, and achieved good results. Through regular inspection and notification of the public security situation in the jurisdiction, the atmosphere of "one party is in trouble and all parties support" is formed, good community relations are established, and public security forces are expanded, thus reducing the incidence rate and ensuring the safety of buildings. Fourth, strengthen the prevention and handling of emergencies: emergencies can be divided into emergencies, natural disasters, fire accidents and so on. And the key to this incident is to do a good job of prevention. For natural disasters, as a safety supervisor, we should first be familiar with the natural environment and local climate and geology. Such as rainstorm and seasonal typhoon. Take timely preventive and response measures for places that are easy to cause damage to the property community; For emergencies, in line with the principle of minimizing major issues, minimizing minor issues and putting users first, handle them promptly and efficiently. For fire management, it is necessary to establish a fast and flexible fire team, strengthen training and fire training at ordinary times, and conduct fire drills every quarter. Regular fire drills can not only test the fire-fighting facilities and devices in the community, further exercise the professional skills of volunteer firefighters, but also carry out fire-fighting publicity, so that owners and users can enhance their fire-fighting concepts, establish fire-fighting awareness and reduce the probability of fire accidents from the user's concept of "I want to be safe". V. Management of parking lots and vehicles Strengthening the management of parking lots is conducive to maintaining traffic order and ensuring the personal and property safety of users. Avoiding parking and ensuring good traffic order are important links and components of property management activities, and also an important means of market competition to increase passenger flow and income. At present, it is very difficult to manage the parking lot. Accidents such as car crashes, car crashes and car theft occur frequently, which leads to many disputes and difficulties in solving them. In addition, vehicles are expensive, which may easily lead to potential safety hazards. Therefore, we need to establish a high-quality safety management team to prevent these situations, and through strict training, strengthen professional training, build a complete technical prevention device, and properly equip advanced technical equipment and facilities, such as storage, recording, inquiry, automatic safety retrieval function, computer safety management system, etc. We can effectively ensure the safe execution of the parking lot. The rational allocation of human resources in the intransitive verb safety management team, and an effective management organization structure should be conducive to the rational allocation of resources. For the safety management team of each management office, I should be familiar with the job responsibilities of each post, determine the number of people according to the scale of property management, select personnel with suitable characteristics according to the type of property management, arrange personnel scheduling reasonably according to the service commitment of management, allocate high-quality personnel with responsibility, management ability and dedication to their posts in key positions of safety management, and put forward substantive suggestions on the rational allocation of human resources of the company's safety management team. The Interpretation of the Supreme People's Court on Several Issues Concerning the Application of Laws in the Trial of Personal Injury Compensation Cases, which came into effect on May 1 2004, stipulates that if natural persons, legal persons and other organizations engage in business activities such as accommodation, catering, entertainment or other social activities, they fail to fulfill their security obligations within a reasonable range and cause personal injury to others, the people's court shall support them. Although there is no clear definition of property management in law, from the terms, property management should belong to "business activities", and there is no doubt that a property management company should assume the obligation of security for its owners and users. As a property manager, we should strengthen our responsibilities, establish a good sense of safety and ensure the normal implementation of property management activities. At present, the actual situation of the safety management team is: young, mobile and uneven in quality, which brings difficulties to our safety management. I think we should organize more amateur cultural activities at ordinary times, cultivate good team spirit, strengthen guidance, insist on regular training for safety administrators, pay equal attention to software and hardware, establish excellent teams, and do a good job in safety and service.

What are the main contents of residential property management services?

(1) Maintenance and management of buildings * * *. The maintenance and management of the house includes: the appearance of the house is intact and clean; The group and building number in the community have obvious signs and a plan to guide the direction; The housing integrity rate is over 98%; No illegal buildings that violate urban planning; The timely rate of house repair is over 98%, and the qualified rate of house repair is 100%, and a return visit system and records are established; Housing information files are complete and well managed, and household files are established.

(two) the facilities and equipment used in the house and their maintenance and management. Equipment management includes: all drawings and data files of public equipment in the community are complete and well managed; The device is in good condition, operates normally, has no hidden dangers of accidents, and has a complete maintenance and repair system; There are daily execution records, and the executives strictly abide by the operation procedures and maintenance specifications; The elevator is executed according to the specified time; There are strict management measures for residents' domestic water, high-pressure pump, pool and water tank; The hygiene license for secondary water supply, water quality inspection sheet and health certificate for operators are complete; The fire fighting system is in good condition and can be started at any time; Boiler heating, gas and gas are normal, and the indoor temperature of heating in winter in northern area is not lower than 16 degrees.

The management of municipal public facilities includes: all public facilities in the community are in good condition and cannot be changed without authorization; * * * Water, electricity, communication and lighting equipment are complete and working normally; The road is flat and the road surface is flat; Smooth sewage discharge, etc.

(3) Environmental sanitation and greening management services. Environmental sanitation management includes: the community has complete environmental sanitation facilities, including garbage bins, garbage bins, garbage transfer stations and other cleaning equipment; Standardized cleaning and cleaning are implemented, and garbage is not seen every day; Do not raise poultry, livestock and pets in violation of regulations; The public stairs, handrails, walkways, basements and other parts of the house should be kept clean and tidy, and no debris should be piled up or occupied; The commercial outlets required by residents' daily life are managed in an orderly manner, without stalls, billboards, stickers and graffiti. Greening management includes: rational distribution of public green space, courtyard green space and green space on both sides of the road, proper allocation of flower beds, trees and architectural sketches; The per capita green area of public green space in newly-built residential areas and old residential areas should reach the indicators set by the state; Green space management and maintenance measures are implemented, and there is no phenomenon of destruction, trampling and random use by comrades.

(4) Services to assist community traffic, fire fighting, public security and other management affairs. Assist relevant departments to do the following work: ensure the smooth roads in the community, implement traffic vehicle management in an orderly manner, and prevent motor vehicles and non-motor vehicles from stopping and leaving; The community basically implements closed management; Implement a 24-hour security system; Security personnel have obvious signs, standardized work and strict style; Places that endanger the safety of residents have obvious signs and preventive measures; There are no major fires, criminal offences and traffic accidents in the community. Do a good job in community security and actively carry out community cultural activities. For example, the community has a convention on the construction of spiritual civilization for residents, and residents can consciously abide by the various management systems of the community; Neighborhood residents unite and help each other, live a civilized life and care for the elderly and the disabled; The management unit regularly organizes healthy and beneficial community cultural activities.

(5) Property management and decoration management services, including the application and approval of house decoration, as well as the design and safety management of house decoration.

(6) Custody service of special maintenance funds for * * * parts and facilities of houses (hereinafter referred to as "special maintenance funds"). That is, property management companies accept the entrustment of owners and owners' committees to manage special maintenance funds.

(7) Property file management.

(8) Collection and payment of fees.

What does residential property management include? Refers to the public management and service work in property management, which is the most basic management and service provided by property management enterprises for all residents and owners.

There are mainly the following eight items:

(1) Main building management and daily supervision of residential decoration;

(2) Management of housing facilities;

(3) Environmental sanitation management;

(4) Greening management;

(5) Cooperate with public security and fire departments to maintain public order in residential areas;

(6) Vehicle order management;

(7) Services of public institutions

(8) Property file management