Property company management form

Management system of customer service department of property company

1.0 attendance management system and regulations of customer service department

1. 1 system

1. 1. 1 The customer service department will assign a special person to be responsible for employee attendance.

1. 1.2 The attendant should strictly abide by the company's attendance system and perform attendance work according to the company's regulations.

1. 1.3 The attendance clerk reports the attendance of his department to the Administration and Personnel Department on 25th of each month.

1. 1.4 Make the shift schedule for next month and send a copy to relevant departments. On-the-job personnel need a copy.

The schedule of 1. 1.5 shall not be changed or replaced at will. If it is necessary to adjust the shift, it should be reported to the superior supervisor for approval in advance. In case of special circumstances, it is necessary to report to the superior supervisor in advance so that he can reschedule his work.

1. 1.6 In case of major legal holidays (such as New Year's Day, Spring Festival, May Day, November Day, etc. ), you should arrange shifts in advance, and the arranged shift schedule should be printed and submitted to the administrative personnel department one week ago.

1. 1.7 If the shift schedule is modified, the relevant departments and personnel shall be notified again and copied to recover the old shift schedule.

1.2 regulation

1.2. 1 The company is on duty in three shifts.

1.2.2 employees should strictly observe the work and rest time.

1.2.3 those who go out temporarily during working hours, whether on business or for personal reasons, must ask for instructions from their immediate superiors before going out.

2.0 Customer Service Conference System

2. 1 system

2. 1. 1 morning meeting system

2. 1. 1. 1 customer service personnel should arrive at their posts 15 minutes in advance, change their work clothes and do a good job of handover. (Non-shuttle employees)

2. 1. 1.2 After the customer service manager reads and signs the handover record, he shall preside over the morning meeting of the department.

2. 1. 1.3 The heads of all customer service departments will raise the problems found the day before, communicate with each other, be coordinated by the customer service manager, and propose solutions at the same time.

2. 1. 1.4 The customer service manager can raise various problems found in the previous day's work and find solutions.

2. 1. 1.5 record the problems that can't be completed, report them to the superior leaders for handling and follow up in time.

2. 1. 1.6 If there is a problem directly directed at the outsourced cleaning company, the customer service manager will communicate.

2. 1. 1.7 Arrange and arrange the work of the day.

2. 1.2 Regular meeting system

2. 1.2. 1 Customer Service Department holds regular departmental meetings every Friday 16: 00.

2. 1.2.2 The regular meeting shall be presided over by the customer service manager.

2. 1.2.3 The purpose of holding the regular meeting is to summarize the work of last week, comprehensively put forward the problems, formulate solutions, and plan and arrange the work of next week.

2. 1.2.4 All employees of customer service department should attend the regular meeting, and those who can't arrive at their posts due to special reasons or shifts should submit or record the information that needs to be reflected in writing in the shift change record book in advance.

2. 1.2.5 The customer service manager conveyed the requirements and decisions of the company leaders at the meeting.

2. 1.2.6 When a regular meeting is held, a special person is required to keep records.

2. The minutes recorded in1.2.7 need to be circulated and signed by all participants.

2. 1.2.8 The minutes of the meeting shall be reported to the general manager of the property for review, and the problems raised at the meeting shall be handled and filed.

2. 1.2.9 All customer service personnel will arrange their work for next week according to the purpose and requirements of the regular meeting.

3.0 Customer Service Office System

3. 1 system

3. 1. 1 Strictly implement the company's attendance system. The working time on the shift schedule refers to the time to go to work or get off work, excluding the time to change clothes and eat.

3. 1.2 stipulates that working tools are needed during working hours, and casual clothes are not allowed in the office area.

3. 1.3 Strictly implement the company's requirements on etiquette, courtesy, words and deeds and various service disciplines within the department.

Law.

3. 1.4 The area under the jurisdiction of the customer service department should be clean and tidy, free of cigarette butts, paper scraps, melon and fruit peels and sputum marks.

Traces, no sundries, no waste stacking, etc.

3. 1.5 Arrange the meal time reasonably, and ensure that someone is on duty during lunch time, and there can be no absence or off-duty phenomenon.

3. 1.6 All employees of customer service department should strictly implement the company's post hygiene responsibility system and personal hygiene system, and develop good hygiene habits.

3. 1.7 Smoking and spitting are strictly prohibited in public places.

3. 1.8 It is forbidden to bring food into the office and eat during working hours.

3. 1.9 tidy up your personal belongings, and put personal office supplies in the desk drawer; Work should be guaranteed.

The countertop is clean and tidy; When you leave, you need to tidy up your office area and clean up your desk.

3. 1. 10 keep a secret. All kinds of data and documents should be filed in time, and should not be placed on the workbench or anywhere else at will to avoid the disclosure of relevant information.

3. 1. 1 1 customer service staff must finish the work assigned by the day before leaving work.

4.0 Department Security System

4. 1 system

4. 1. 1 All the staff in the customer service department are responsible for the working environment, facilities and equipment safety of this position.

4. 1.2 All employees in customer service department should have good safety awareness.

4. 1.3 When employees leave their posts, they should cut off the power supply of electrical appliances; After work, carefully check whether all kinds of electrical appliances have been turned off normally.

4. 1.4 employees of customer service department should know the operation principle of all facilities and equipment, and must not operate illegally to avoid potential safety hazards.

4. 1.5 employees of customer service department should know the operation of facilities and equipment in the area, and should be timely when not in use.

Cut off the power.

4. 1.6 in the course of work, if you find any suspicious places or public security problems, you should immediately report or notify the security department.

4. 1.7 Understand the location and usage of fire-fighting equipment, and put out a small amount of open flames in time when finding fire hazards.

4. 1.8 Understand the emergency handling procedures. If there is any problem, just follow the procedure.

4. 1.9 Every customer service employee should strictly abide by the company's safety regulations.

5.0 Customer Service Staff Confidentiality System

5. 1 The staff of customer service department shall abide by the company's rules and regulations and keep business secrets for the company.

5.2 Sensitive issues such as the company's relevant background and financial status shall not be disclosed to non-company employees.

5.3 The internal documents of the company shall not be taken out of the company or lent to other irrelevant personnel.

6.0 Provisional rules and regulations on file management of customer service department (applicable to department clerks)

6. 1 system

6. 1. 1 Formation and archiving of documents and materials

6. 1. 1. 1 data formation:

(1) Documents with preservation value formed in the work of various departments must be filed and managed by special personnel;

(2) The formation and accumulation of documents and materials must be included in the work plan of each department and clearly defined in the job responsibilities of department clerks.

6. 1. 1.2 data archiving:

(1) Archive scope of documents and materials.

① Property management

A. Business information (including repossession list, records of remaining maintenance problems and complaints, etc.). );

B. clean sanitation management;

C. greening management;

D. duty record;

E. building inspection records;

F. Maintenance records of public * * * areas.

② Quality management

A. quality system documents;

B. quality management information.

③ Other information

(2) Filing requirements

(1) The archived documents meet the company's requirements in paper and format, and writing materials such as ballpoint pens, pencils and pure blue pens are prohibited.

(2) The archived documents shall be complete, systematic, accurate and true.

(3) The document must be original.

(4) Keep the historical connection of archived documents and materials, and scientifically classify, archive and catalog the numbers.

The file directory should be compiled into general directory, file directory and volume directory.

⑤ The title of the file should accurately reflect the contents of the file in the volume, and distinguish the storage period.

6. The filing of documents and materials must be handed over.

All documents must be filed in time.

⑧ There are special cabinets. Shelving should be arranged from left to right and from top to bottom according to the order of categories and storage units, which is convenient for management and search.

6. 1. 1.3 at the end of each month, clean up and file, check the quality of incoming goods, and ensure that the accounts are consistent with the contents. Damaged or deteriorated documents should be repaired and copied in time.

6. 1. 1.4 The filing cabinet should pay attention to "seven precautions" (insect prevention, mildew prevention, dust prevention, fire prevention, theft prevention, moisture prevention and high temperature prevention).

6. 1. 1.5 Receiving, transmitting and lending files must go through the registration formalities, and the lent files must be returned within the specified time.

6. 1.2 file lending

6. 1.2. 1 All employees of the company should pay attention to protecting files, and borrow relevant files after going through the formalities according to the approval authority for reading files.

6. 1.2.2 Documents and archives are read-only and not borrowed.

6. 1.2.3 Borrowed files shall not be folded and disassembled at will, and it is forbidden to change or scribble files at will.

6. 1.2.4 obey the management of clerks, borrow within the borrowing scope, and confidential files cannot be consulted.

6. 1.2.5 When borrowing and returning files, check and sign the registration procedures, and the department clerk will check with the borrower face to face.

6. 1.2.6 If the document is lost, damaged or confidential information is leaked, a written report shall be written immediately, and the legal and administrative responsibilities of the parties concerned shall be investigated according to the circumstances.

6. 1.2.7 The personnel transferred from the company must be cleaned up and handed over, and the handed-over formalities can only be handled after the lent documents and archived materials are returned.

6. 1.2.8 Personnel from other units must hold the letter of introduction from their own units and their own certificates to consult the company files, and go through relevant consulting procedures after being approved by the leaders.

6. 1.2.9 When the superior company borrows the company's files, it must go through the relevant borrowing procedures before borrowing them.

6. 1.3 duties of archivists

6. 1.3. 1 be loyal to their duties, strictly abide by the company's document management system and these detailed rules, and actively carry out their work.

6. 1.3.2 Be responsible for collecting and receiving the files of the company's business and management, and do their duty to supplement, support, keep and provide reference.

6. 1.3.3 file in time, compile the general catalogue and the catalogue within the volume, and sort out and file. Be familiar with the files managed, and assist in consulting and searching.

6. 1.3.4 Familiar with the operation and application of computer database software system.

6. 1.3.5 Properly manage files, strictly implement the file reading system, establish loan registration, and urge the loan materials to be returned on time.

6. 1.3.6 Clean up regularly, and clean up and check all files early next year. After verification, all the files of the company will be kept in a centralized way.

6. 1.3.7 Keep it strictly confidential to ensure the safety of documents; Complete other tasks assigned by the leaders.

6. 1.3.8 Keep all kinds of materials and seal some documents regularly.

6. 1.4 internal and external document management of the company:

6. 1.4. 1 Various documents within the company are filed separately by department.

6. 1.4.2 The documents of the company's external related units should be separated from the company's internal documents, and each unit should have independent documents.

6. 1.4.3 All stored documents shall be filed in chronological order, and a file directory shall be established for easy searching.

6. 1.4.4 After one year's storage, the relevant documents should be put into file bags and sealed for future reference.

6. 1.4.5 For some documents involving company secrets, they should be stored separately in a locked filing cabinet to avoid accidents.

6. 1.5 file destruction

6. 1.5. 1 If any documents don't need to be stored, they should be destroyed and don't throw them about.

6. 1.5.2 confidential documents shall be handled by shredders. In case of ordinary documents and multiple documents, they should be torn up for post-processing.

6. 1.5.3 All archived documents shall be inspected regularly to avoid problems such as dampness, moth-eaten and corrosion.

6.2 regulations

In order to keep all kinds of files of the company completely and systematically, improve the level of file management and better serve the company's work.

Service, these provisions are formulated.

6.2. 1 Scope of file management:

6.2. 1. 1 policy and directive documents issued by government departments;

6.2. 1.2 Reply, instruction, notice, request, etc. From government departments and group companies;

6.2. 1.3 company documents;

6.2. 1.4 Property management, maintenance, maintenance plans, records and other information;

6.2. 1.5 Public security, fire protection, safety and other related information;

6.2. 1.6 company leader's speech and year-end summary;

6.2. 1.7 Other economic and outsourcing contracts;

6.2. 1.8 Audio-visual and photo materials;

6.2. 1.9 Other important documents that need to be filed.

6.2.2 Items 4, 5, 6, 8 and 9 shall be properly kept by relevant departments, and the rest shall be filed and kept by the secretary of the general manager. No department or individual may take them for himself for any reason.

6.2.3 Documents brought back from attending various meetings outside shall be submitted to the company secretary for filing in time, and shall not be saved or destroyed by themselves.

6.2.4 Archivists shall sort, classify, number, index and catalog the archived documents.

6.2.5 When borrowing documents, the following provisions must be observed:

6.2.5. 1 Go through the registration formalities, return it within a time limit, and do not take it out of the company;

6.2.5.2 cherishes the archives, and the borrowed archives shall not be folded and disassembled at will. It is strictly forbidden to scribble or alter the archives;

When 6.2.5.3 lends or returns files, it shall go through the inventory procedures, and the file managers and borrowers shall check them face to face;

6.2.5.4 archives are lost, damaged or leaked, and the responsibility of the parties concerned shall be investigated;

6.2.5.5 file borrowing is based on the approval authority of reading files;

6.2.5.6's personnel transferred from the company must clean up and hand over the files before they can go through the handover procedures.

7.0 walkie-talkie use regulations and dialogue requirements

Intercom is an important communication tool necessary for customer service department. All property personnel must implement the regulations on the use of walkie-talkies, be familiar with the performance of walkie-talkies, love and skillfully use walkie-talkies.

7. 1 Rules of Use

7. 1. 1 The telephone holder is responsible for keeping and using the walkie-talkie, and it is forbidden to lend it to others or disassemble the antenna for use.

7. 1.2 If the interphone is found to be damaged or communication failure, the interphone operator shall immediately report to his immediate superior, and the interphone operator shall submit it to the administrative personnel department for maintenance after being checked by the management office manager. It is strictly forbidden to dismantle and repair by yourself.

7. 1.3 Use it in strict accordance with the specified frequency, and it is forbidden to press or adjust other frequencies at will.

7. 1.4 Charge the battery in strict accordance with the interphone charging procedure to ensure the performance, service life and use effect of the battery.

7. 1.5 The customer service supervisor is responsible for checking all walkie-talkies and urging users to pay attention to the use and operation.

7.2 Dialogue requirements

7.2. 1 When calling the other party, report your position first, then call the other party, and finally say "Please reply when you receive it".

7.2.2 After receiving the reply, the calling party shall clearly and concisely explain the situation, and after receiving the situation or signal, the receiving party shall reply "clearly" or "understand".

7.2.3 When speaking on the walkie-talkie, you should use standard polite expressions. It is forbidden to use walkie-talkies to swear, joke or talk about things unrelated to work.

8.0 Document management system and regulations of customer service department

8. 1 system

8. 1. 1 The customer service clerk is responsible for collecting, filing and keeping all documents (notices, rules, orders, official letters, summaries, reports, notices, meeting minutes, government minutes, government regulations, etc.). ) from customer service.

8. 1.2 Clerks and assistants are responsible for collecting, archiving and keeping documents (technical drawings, manuals, business records, vehicle files, work contact sheets, notices, reports, official letters, summaries, meeting minutes, etc.). ) of various departments.

8. 1.3 whoever borrows the above documents and materials shall register the date, purpose, agent and return date.

8. 1.4 confidential documents shall be properly kept and their contents shall not be disseminated. Do not read, copy or take it out of the office without the approval of the general manager.

8. 1.5 If the employee's personal files and materials are confidential, others have no right to read them, and the custodian shall not read them without authorization.

8. 1.6 documents should be sorted alphabetically or by content and time. The purpose is to find them quickly and conveniently, so they must be clearly marked in the folder.

8. 1.7 Clean up and file regularly to avoid confusion in data accumulation, and clean up overdue documents in time.

With the approval of the general manager, materials that do not need to be preserved can be destroyed.

8. The1.8 document is very serious and authoritative, and it must be implemented once it is issued.

8. 1.9 Once the document is issued by the leader, no one may change it without authorization.

8. The distribution and delivery of1.10 files must be timely, accurate and safe.

8. 1. 1 1 All departments should carefully handle the documents that need to be handled, and shall not delay, do wrong or shirk. For the completed documents, the undertaker shall fill in the results and reports.

8.2 clause

In order to strengthen document management, accurately deliver documents and improve office efficiency, these regulations are formulated.

8.2. 1 Relevant regulations on external communication:

(1) All communications from higher authorities, government departments and other units shall be signed by the office;

(2) The received external documents shall be classified, registered, distributed and transmitted in time;

(3) In principle, external documents should be sent to the general manager for review and approval;

(4) According to the instructions of the general manager, pass them to the managers of all departments one by one for circulation;

5] According to the instructions of the general manager, deliver it to the document processing department and urge it to handle it;

[6] If there is any doubt in the process of undertaking, you should ask for instructions and report the solution in time;

After reading the document, the reader and the contractor shall fill in the contractor's achievements and reports and return them to the secretariat for filing together with the original text.

8.2.2 Relevant provisions on writing in foreign languages:

(1) The external reports, requests for instructions and business-related documents of the department must be sent to the general manager for review before they can be distributed.

⑵ After the external writing is approved by the leader, the original is kept and filed by the department clerk.

(3) For external writing, the department clerk is responsible for numbering, registration and delivery.

Internal writing

8.2.3. 1 General internal business documents (including contact sheets) shall be drafted by each department and signed by the department manager.

8.2.3.2's internal documents (including contact list) shall be collected, filed and kept by all departments, and the integrity and continuity shall be guaranteed for future reference.

8.2.4 Both external and internal writing shall be delivered by secretaries, clerks and back office staff.

9.0 Customer Service Key Management System

9. 1 system

9. 1. 1 key management

9. 1. 1. 1 The management personnel in the early shift go to the central control room to get the key of the management area after work, and fill in the key handover form.

9. 1. 1.2 After work, the middle shift manager gives the key of the management area to the central control room, counts the quantity and fills in the key handover form.

9. 1. 1.3 If the sealing key is damaged or lost, report it to the customer service department immediately, and write out the detailed process, and the customer service department will handle it.

9. 1.2 Unit Key Management of Rooms

9. 1.2. 1 The key of each room is kept in the customer service department and managed by a special person.

9. 1.2.2 If managers need to use the keys of each room, they should go through the borrowing procedures in a unified way and fill in the key borrowing registration form in detail.

9. 1.2.3 After checking the room, the management personnel should confirm that the power supply in the unit has been cut off, lock the unit in time after the doors and windows are closed, and return the key to the customer service department.

9. 1.2.4 The person in charge shall carefully check the key registration form every day, and find out the reasons for the keys that have not been recovered and make records.

9. 1.2.5 Without permission, no one is allowed to take the key out of the project customer service department or lend it to non-property personnel.

9. 1.2.6 When foreign construction workers (Party A's construction workers) employed by the customer service department need to enter the company for maintenance, the management personnel shall sign and borrow them from the customer service department. Construction personnel are not allowed to enter the customer service department to borrow directly.

9. 1.2.7 If the room key is damaged or lost, write a written report and report it to the customer service manager immediately.

10.0 customer service personnel code

Scope of application: suitable for customer service personnel.

10. 1 code

10. 1. 1 Responsibilities of customer service staff:

10.1.1.1Maintain the safety and cleanliness inside and outside its management area and the normal operation of all equipment in the building, and provide the best service for business owners.

10. 1. 1.2 abide by the company's regulations, work with a serious attitude, and all employees do their best to safeguard the company's interests and honor.

10.10.2 Customer service staff should know about their work:

Customer service personnel at all levels should have a clear understanding of all the equipment, location, performance and use in their management area, as well as emergency response measures.

10.10.3 attitude and instrument that customer service personnel should have:

10. 1.3. 1 Be polite to operators and visitors and help them as much as possible within the scope of their duties.

10. 1.3.2 respect and obey superiors, and help colleagues harmoniously.

10. 1.3.3 is strict with the work, and small things cannot be casual.

10. 1.3.4 always keep your appearance dignified and tidy, and your clothes should be neat and tidy to make others feel kind.

10.10.4 the daily work of the customer service staff is arranged by the director:

10. 1.4. 1 As the manager of the inspection work, check the sample rooms, greening, cleanliness, etc. in the management area one by one within the specified time and according to the established procedures, and report the problems immediately.

10. 1.4.2 Fill in the construction inspection report, report the construction quality problems detected to the engineering department of Party A, and assist in maintenance after being audited by the company leaders.

10. 1.4.3 Pay special attention to whether indoor maintenance uses open flames or leaves kindling (in the past, property fires were mostly caused by negligence in decoration and maintenance projects).

10. 1.4.4 Responsible for lighting the time switch management area (effect light).

10. 1.4.5 Pay attention to all people who enter and leave the building. If suspicious personnel are found, they should immediately report to the security department and take corresponding measures.

10. 1.4.6 Pay attention to corridors, stairs, elevators, all fire exits and fences. Don't put sundries and labels in these places unless you get permission.

10. 1.4.7 When checking, pay attention to whether the enclosure of the building and the doors and windows of the vacant unit are damaged.

10. 1.4.8 If the elevator fails to trap people, it shall immediately find out where the elevator stops, notify the maintenance personnel of the engineering department in time, and comfort the trapped people at the trapped place of the elevator until the trapped people are rescued.

10. 1.4.9 in case of severe weather such as strong wind, rainstorm and dust. , should immediately check all the empty rooms, and remove the doors and windows.

Close it tightly.

10. 1.4. 10 When a fire breaks out, you must go to the scene as soon as possible to inquire, and immediately notify the customer service department and the company leaders, and inform the engineering department to turn off the power supply in the fire area and stop using the elevator to guide the evacuation. If it is a small fire, cooperate with other colleagues to put it out, protect the scene and report to the manager.

10. 1.5 customer service personnel should observe discipline:

10. 1.5. 1 absolutely obey the reasonable guidance and deployment of the superior.

10.10.5.2 You shall not be absent from work without reason, or leave your post without a replacement.

10. 1.5.3 When on duty, you must wear neat company uniforms and badges.

10. 1.5.4 gambling in any form or allowing others to play gambling games in the customer service department and public places is not allowed during working hours.

10. 1.5.5 Do not drink alcohol on duty.

10. 1.5.6 Don't eat, drink or smoke in public places.

10.10.5.7 it is not allowed to engage in malpractices for personal gain, misappropriate public funds, cheat or conceal it.

10. 1.5.8 Do not practice favoritism, ask for or accept any form of rewards or gifts.

10. 1.5.9 Defamation, quarreling, fighting and making trouble shall not be used as an excuse.

10. 1.5. 10 It is forbidden to take drugs or collect contraband.

10.1.5.11Do not destroy, steal or waste public property.

10.10.5.12 be polite to business owners, and swear words are not allowed under any circumstances.

10.10.5.13 shall not engage in any behavior that damages the reputation or interests of the company in its name or by taking advantage of its authority.

10. 1.5. 14 shall not disclose any information of the company.

10.10.5.15 All employees are not allowed to take part-time jobs unless approved by the company.

10.10.5.16 All public property shall not be used for private use, and all public property shall be compensated if it is unreasonably damaged.

10. 1.5. 17 Don't sleep during office hours.

10.10.5.18 You have to listen to music or read newspapers and books during working hours.

10.10.5.19 shall not criticize or criticize the administration of the company to the outside world.

10. 1.5.20 In case of emergency, overtime or extra work shall not be refused without justifiable reasons.

10. 1.5.2 1 Don't be late or leave early.

10. 1.5.22 ask for leave.

(1) When employees apply for personal leave, they need to apply to the department in advance and fill out the personal leave application form. Leave without approval shall be treated as absenteeism.

(2) An applicant for sick leave must have an official document issued by a government registered doctor, and notify the supervisor to arrange a replacement.

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