I'm going to interview the customer service supervisor in an office building, and I'd like to ask the matters needing attention.

In the case of a single owner, the property users of high-rise rental office buildings are composed of a large number of tenants. Compared with the owners or tenants of residential buildings (communities), they have fewer responsibilities, wider rights, simpler obligations and higher requirements. The object of management and service is a group with high mobility and relatively high cultural quality. Such groups have more subjective and direct evaluation basis for management and service, more uncertain factors and deeper and more detailed requirements for service.

Customer service principle: fully consider the proportion of customer service in the management of high-rise leased office buildings, take the service concept of "customer first" as the core of dispatching other management resources and means, subdivide service methods and forms, deepen service connotation, and provide convenience for meeting customers' personalized and diversified service needs.

Segmentation and refinement of services

In recent years, many service industries have made some innovations in service methods according to their own industry characteristics, and put forward new service concepts such as "personalized service", "zero interference service" and "atmosphere service". In fact, this is a subdivision of services. Its purpose is to provide different services according to customers' different requirements for service mode, form and degree, so that the conventional services can abandon the unchangeable fixed mode, show dynamics and flexibility, show strong affinity, and meet customers' diversified and personalized needs as much as possible.

The subdivision of service embodies the principle of "customer first", which is based on the refinement of service and thoughtful, considerate and meticulous customer service. For example, in office building management, there may be obvious differences in dress between the security guards responsible for office building patrol and security management services and the staff responsible for parking lot and office building peripheral security tasks: the former wears suits, while the latter wears uniform clothes of security guards, which makes it difficult for guests in the building to identify security guards from their appearance. The purpose of doing this is not only to coordinate with the environment, but also to meet the guests' demand for security, and at the same time to minimize the psychological rejection of the guests. Another example is to set up a special passage in the building. Employees wearing work clothes, foreign delivery personnel and decoration workers will use special passages to avoid taking the elevator with guests and try their best to create a quiet and comfortable environment for customers. In addition, the daily cleaning work should be arranged well, not only to satisfy customers, but also to avoid serving in an inappropriate way at an inappropriate time. These have actually created conditions for the innovation of service methods and concepts.

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Reference property management network

Property management office building management service specification

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Selection of management and operation mode of high-rise leased office building

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