How to deal with the common problems of property front desk

Hello, if you are an employee of the property, at the front desk of the property, the common problem in this job is to communicate with the owners of the community. They often come to the property to ask some questions or let you solve them. In this case, you should handle them properly.

Reception work at the front desk of residential property customer service center

It is the most basic work of residential property.

Its main work includes

Accepting complaints from owners (tenants)

Organize and manage the information of owners (tenants)

answer a call

Open release notes

receive a visitor

Engineering bill

And charge various property fees.

one

Accepting complaints from owners (tenants)

Complaints are divided into effective complaints and communication complaints (complaints).

1. Efficiency complaints include complaints from owners (residents) about dereliction of duty and violation of regulations of property management companies in management services (cleaning and vehicle management), arbitrary charges and equipment maintenance.

2. Communicate complaints:

Help-seeking type: the owner (resident) has difficulties or problems that need help to solve (warranty service).

Consulting type: the owner (resident) has questions or suggestions to communicate with the management department.

Venting type: the owner (tenant) has some inner dissatisfaction and psychological imbalance 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. Therefore, we should handle communication complaints carefully, and be careful not to make promises to the owners (tenants) easily when dealing with various complaints.

Procedures for handling validity complaints:

1, make a good record of complaints;

2. Accurately judge the nature of the complaint;

3. Accurately judge the responsible department of the complaint;

4. Take the person in charge of the responsible department to the site to understand the situation;

5. The person in charge of the responsible department is the central figure who mainly deals with the problem;

6. pay a return visit.

Procedures for handling communication complaints:

1, make a good record of complaints;

2. Confirm the identity of the other party;

3. Check the payment of the complainant;

4, notify the relevant departments to deal with or give a reply;

5. pay a return visit.

two

Organize and manage the information of owners (tenants)

1, old files are classified and filed;

2. Update the owner (resident) information;

3. Manage all kinds of contract documents;

4. Responsible for printing and filing.

three

answer a call

1, report your address (building management office);

2. Ask the identity of the other party;

3. Listen to what the other person is saying;

4. take notes;

5. Answer relevant questions to the other party. If you can't answer on the spot, leave the other party's contact information;

6. After hanging up, find the relevant department to solve it;

7. pay a return visit.

four

Open release notes

1, which requires the other party to show their certificates;

2. Inquire about the payment of the other party;

3. Determine what the other party needs to release;

4, confirm the identity of the other party, if necessary, call the owner to confirm whether to release.

five

receive a visitor

1, ask the purpose;

2. Confirm the identity of the other party;

3. Notify relevant departments;

4. Guide tourists to the reception area and sit down;

5. Send tea.

six

Engineering bill

1, billing;

2, notify the engineering department;

3. sign for it;

4. follow up;

5. pay a return visit.

seven

Matters needing attention in customer service front desk work

1, pay attention to dress neatly;

2. Keep the front desk clean and tidy;

3. Skilled in operating office equipment;

4. Non-work needs do not use office equipment such as computers, telephones, printers and photocopiers;

5. Pay attention to saving paper and energy;

6. Watch your manners.