The Process and Skills of Handling Complaints by Property Customer Service

"Customer first, professional service" is the service tenet of all property management companies. In order to satisfy users, we should not only provide high-quality and efficient services, but also handle users' complaints correctly. The following is the process and skills I collected for you about handling complaints by property customer service. Welcome to learn from them.

I. Definition of complaints

The behavior that users reflect to the relevant departments through various channels because of their service needs or dissatisfaction with property management companies is called complaints. User complaints include calls, visits, letters and others (such as newspapers).

Second, the classification of user complaints:

1. According to the nature of the complaint, there are effective complaints and communication complaints.

1) Effective complaints:

There are two kinds of effective complaints: users' complaints about dereliction of duty and violations of law and discipline of property management units in management services, fees, fund management and maintenance. , has been verified and registered by the relevant industry authorities. Users complain to the property management, thinking that the management unit or manager's intention, unintentional or negligence has harmed the interests of users or the public.

2) Communication complaints:

Help-seeking type: the complainant has difficulties or problems that need help to solve.

Consultation type: the complainant has contacted the management department for questions or suggestions.

Venting type: the complainant has some inner dissatisfaction due to dissatisfaction, injustice or misunderstanding, and asks to solve the problem. If the communication complaint is not handled properly, it will become an effective complaint, so it must be dealt with seriously.

2, according to the content of the complaint is divided into:

1) Equipment complaints: Users' complaints about equipment mainly include air conditioning, lighting, water supply and power supply, elevators, etc. Even if we have established a system of inspection, repair and maintenance of all kinds of equipment, we can only support such problems, but we cannot guarantee to eliminate all potential problems of equipment.

2) Service attitude complaints:

Users' complaints about service attitude mainly include: irresponsible reply behavior, indifferent attitude, indifferent reception method and so on. Local managers and users are composed of people with different personalities, so such complaints are easy to happen at any time.

3) Service quality complaints:

Users' complaints about the quality of maintenance and the failure to deliver the mail to users in time are all complaints about the quality of service. The best way to reduce users' complaints about service attitude and service quality is to strengthen the training of service personnel.

4) Complaints about emergencies.

Third, correctly understand user complaints.

1, here are some data worthy of our attention:

Dissatisfied users: 96% will leave quietly, 9 1% will never come back, 80% of such users will tell 8 to 10 friends about their dissatisfied service activities, and 20% of such users will tell 20 friends.

The reasons why users leave: 3% because of relocation, 5% because of establishing new friendship, 9% because of better and better choices, and 83% because of unprofessional service or bad attitude towards others.

Will users who want to leave stay? 70% will! If their complaints are properly resolved, 95% of users will stay! If their complaints are solved immediately, on average, each complainant will tell his five friends about his complaints and the final solution of the matter.

2. How should we understand the complaint?

1) complaints can point out the links that should be improved in the service process.

2) Complaints actually mean that users have given us the opportunity to provide services that should be improved again, and users who have opinions on the right to use will accept us again.

3) Complaints give us opportunities to make users loyal to us.

Fourth, how to handle user complaints?

1, basic principles for handling complaints:

1) sincerely help users solve problems.

User complaints indicate that there are loopholes in the work, indicating that some requirements of users have not been taken seriously. Everyone should understand users' feelings, try to identify and meet users' real needs, and help users solve problems sincerely. Only in this way can we win the trust and goodwill of users and help solve problems.

2) Give "rights" to users

Users will complain because of dissatisfaction, and often their emotions will get out of control. At this time, we should not lose control. We should understand this problem from each other's point of view. Even if the user's speech is wrong, the "right" should be given to the user. Disputes with users will stimulate contradictions.

3) Do not harm the interests of the company.

2. Procedures for handling user complaints

From the beginning to the end of the complaint, it is a wide-ranging and interrelated process:

Reception of complaints-listening-judgment and handling-return visit-summary.

1) Accept complaints

Politeness is the basis of handling complaints. The complaint acceptance environment is the first level that affects the handling work.

2) Listening and recording

Listen to users' complaints sincerely. Carefully record the main points of the accident.

3) Judgment and handling

Thank you for your concern and love. Quick judgment, quick response and timely treatment. After judgment and analysis, when you find a problem, you should respond to the user with a positive attitude, such as telling him how to deal with it.

4) Return visit

It is an important link to build trust and make up for mistakes caused by various reasons, and it is also the best opportunity to test the quality of work, communicate with users and improve relations.

5) Summary

What is the reason for this complaint? What did you learn from this complaint handling? How can we avoid similar situations in future work and what adjustments need to be made?

3, safety management personnel handling complaints skills

1) Guidelines for handling complaints: When receiving any complaints, you must be patient and polite, cooperate sincerely, handle each complaint with tact, and explain the handling methods and procedures to the other party.

2) Complaint handling method: When receiving any complaint, be polite under any circumstances and record the complainant's main points.

3) Handling complaints is the most important service work and a comprehensive embodiment of service quality. Handle it properly, which is embodied in (five clarifications and one report):

(1) Listen carefully to the owner's complaints, stay calm and listen patiently to the guests' complaints.

(2) Ask about the things reflected in the owner's complaint, the time and place, and what happened specifically. If you didn't understand at that time, please ask the owner to repeat it in time and be sincere and euphemistic.

(3) clearly record the contents of the owner's complaint, and leave the name and telephone number of the complainant. , understand the details and analyze the reasons for the complaint.

(4) Feedback and reply to the relevant departments of the owner with clear complaints? One stop? Solve problems with the fastest speed, be objective, comprehensive and patient.

(5) Make clear the content of the complaint, and if there is a timely commitment, solve the problem quickly, try your best to meet the customer's requirements, and maintain a polite, friendly and understanding attitude throughout. If you can't give the complainant a satisfactory answer for other reasons, you should try to explain it to the owner until you are satisfied.