How to handle property service complaints?

1. 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 submit it to a special complaint handling department to complain to the owner.

Second, after receiving the complaint, the complainant should first appease the owner's emotions and treat the owner's complaints with a positive attitude by using the principle of "dealing with emotions first, then dealing with things".

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.

legal ground

property management regulations

Article 35 A realty service enterprise shall provide corresponding services in accordance with the stipulations of the realty service contract.

The realty service enterprise fails to perform the realty service contract, causing personal and property safety damage to the owner, and shall bear corresponding legal responsibilities according to law. Thirty-sixth property services companies to undertake the property, it should cooperate with the owners' committee for property acceptance procedures.

The owners' committee shall hand over the information specified in the first paragraph of Article 29 of these regulations to the realty service enterprise. Article 37 The ownership of property management houses belongs to the owners according to law. Without the consent of the owners' meeting, the property service enterprise shall not change the use of the property management house. Thirty-eighth when the realty service contract is terminated, the realty service enterprise shall return the property management room and the information specified in the first paragraph of Article 29 of these regulations to the owners' committee.

When the realty service contract is terminated, if the owners' congress selects a new realty service enterprise, the realty service enterprise shall do a good job of handover.