What are the basic procedures and precautions for property customers to handle complaints?

In order to improve the direct handling rate of complaints from various departments of the property management company, shorten the waiting time of the owners, shorten the time limit of the whole process, standardize the complaint handling behavior and unify the complaint handling caliber, reduce the number of repeated complaints, and finally achieve the purpose of improving the satisfaction of the owners, the complaint handling personnel of the property management company must master the following complaint handling processes:

I. When receiving complaints (telephone complaints, on-site complaints, front desk complaints), if the first person to ask is an ordinary employee of the property management company, you can give an explanation on the spot. If you can't handle it, you should refer it to a special complaint handler.

Second, after receiving the complaint, the complaint handling personnel should first appease the owner's emotions, and use the principle of "handling emotions first, then handling things" to give the owner a sense of intimacy in attitude and treat the owner's complaints with a positive attitude.

3. When the owner states the reasons, the complaint handling personnel shall make detailed records of the reasons stated by the owner for reference, and ask the owner to show relevant certificates as vouchers.

Four, according to the owner's complaint business classification, and immediately verify whether the complaint is true and effective, if effective, can be dealt with on the spot and immediately; If you can't handle it on the spot, you can negotiate the processing time with the owner and give a limited telephone reply after asking the superior.

5. If you have any complaints about problems that need the cooperation of other departments, you should contact other departments as soon as possible and give a reply to the owner after obtaining the solution.

Six, the owner is not satisfied with the results, the complaint handling personnel can be handed over to the superior. When the personnel on duty can't solve the problem on the spot, they can find another time to negotiate the telephone tracking service with the owner and give a reply within a limited time.

Seven, when the owner does not agree to change the time, briefly summarize the complaint handling situation, report and hand it over to the higher authorities for handling.

Eight, when handling complaints, the complaint handling personnel will send the owner out of the door, and shall record the complaint handling results in time. If time permits, complaints can be classified and summarized.