How to effectively reduce and avoid customer complaints in property services

Owners' complaints are not terrible, the key is how the property company treats them and how to deal with them. Dealing with customer complaints is a combination of psychology and social skills, which embodies the comprehensive qualities of service personnel such as moral cultivation, professional level and working ability. Through a comprehensive and profound analysis of complaint records, the property management company finds out the best solution, which becomes an opportunity to strengthen service and self-improvement, thus improving the company's reputation and social benefits. Property service companies can grasp from the following aspects, carry out targeted work, reduce complaints and avoid effective complaints. First, strictly control the early intervention +0, and the supporting facilities must be improved. If it is a residential community, the planning and design must consider the number of residents in the community, kindergartens, schools, supermarkets, restaurants, farmers' markets, beauty salons, post offices, banks, entertainment facilities and other basic living facilities; 2. There should be room for water and electricity supply capacity. At present, more and more modern electrical appliances are purchased by families, and the electricity load has soared. When planning and designing, we should fully consider the regional characteristics and development needs, leaving enough room; 3. Garbage disposal is essential. According to the different temperatures in different places and the different residential environment, it is decided whether to adopt the garbage passage. 4, fire control facilities do not leave a dead angle. In architectural design, there are strict requirements for the matching of fire-fighting equipment, and property service companies should aim at all kinds of fire-fighting dead ends; 5, the problem of heating in winter in the north, if the collective heating, we should pay attention to the reserved heating room, design the direction of heating pipes, whether there are security risks. The property management company should be a good construction supervisor when it is involved in the early stage, and have a better understanding of various engineering quality problems. For example, the water leakage in the bathroom and kitchen and its causes, the direction of water and electricity pipelines is conducive to safety and easy maintenance. Once problems affecting the use of functions are found, they should be solved as soon as possible to clear the way for future services. For the construction unit, the property service company participated in the construction supervision, which strengthened the supervision power, and some problems affecting the use function were discovered and solved as soon as possible, which made the project quality another guarantee; Facing the property company, we can fully understand the overall situation of the property, ensure the smooth handover of the house, save time for developers and lay a good foundation for after-sales service because we participated in the whole process from planning and design to construction supervision. Before the house is delivered, the property management company should stand on the position of the owner and participate in the project acceptance on behalf of its interests. For all kinds of quality problems that do exist, the property company should assist the developer to claim compensation from the construction contractor. The best way is to withhold some money in advance as compensation and leave it to the property company to deal with quality problems later. Property companies in the acceptance, not only to accept the status quo of the project, but also to take into account the situation after a period of use. Second, strengthen the guidance and publicity in the early stage of check-in. When the owner receives the occupancy notice and comes to handle the relevant formalities, the property management company should do: 1 and do a good job in guiding and publicizing. At the beginning of occupancy, create a welcome atmosphere in the external environment, such as hanging banners and colored flags at the gate, giving the owners a visual effect of going home and generating a sense of identity with the property company. In the internal environment, it is necessary to publicize all relevant procedures related to moving in, such as relevant charging standards, relevant policies and regulations, to the owners through simple forms such as on-site consultation, question and answer and bulletin boards. And closed management should be changed to open office, so that owners can clearly understand consumption, and complaints will be reduced in the future. 2. Simplify procedures. The service work should stand from the owner's point of view, and effectively handle the relevant procedures. The form can be "one-stop" or "one-stop", and the procedures, fees, documents and matters needing attention to be completed at one time before handing over the owner's key. Third, based on the communication channels of the owners, formulate a pragmatic handling system. 1. Establish a customer service system. Set up customer service posts in personnel setting, actively communicate with the owners through frequent visits by customer service personnel, reduce contradictions, solve problems, put an end to complaints, and achieve the "people-oriented" service concept.