Seek advice on complaint management system.

User complaint handling system. Accept user complaints 1. No matter how users complain about the company's services, such as letters, telephone calls, faxes or interviews, the property management personnel of the management office will register, sort out and deal with them centrally, and feed back the results to the customers. 2. The management office shall establish a customer complaint registration form to record every complaint or opinion. The contents of the record include the customer's name, the complaint document number (official record of letter, fax, telephone and interview), the nature or content summary of the complaint, the handling result, etc. 3. According to customer complaints or opinions, the management office shall fill in the Customer Complaint Handling Notice in person or by designated personnel. In order to facilitate tracking and retrieval, each customer complaint handling notice should be numbered, which is consistent with the number in the Customer Complaint Registration Form and the number of the original customer complaint or opinion. 2. Handling of users' opinions (must conform to the company's commitment to users) 1. The management office will instruct the corresponding team to handle the User Complaint Handling Notice together with the original user's complaints or opinions. (1) The relevant team is responsible for taking remedial measures. (2) While taking remedial measures, it is also necessary to take corrective measures and complete them within the scheduled time. 2. Complaints about major issues, problems that the management office can't handle and need to be unified and coordinated, report directly to the manager, and the manager will make a decision. 3. Problems that need to be corrected should be recorded in the User Complaint Handling Notice for tracking and retrieval. 4. After the remedial measures are completed, the treatment results should be fed back to the management office, which is responsible for contacting the users and reporting the treatment results until the users are satisfied. Owner's complaint handling and analysis system. All the complaints of the owner about the management and service of the management office, no matter what methods are adopted, such as letters, telephone calls or interviews, are received and recorded by the customer service center, and then fed back to the relevant responsible departments according to the complaints, and each responsible department should make corresponding records. 2. After receiving the complaint, each responsible department shall reply to the owner about the remedial measures taken within the scheduled time, and the longest reply time shall not exceed three days. 3. Each responsible department arranges corresponding personnel to solve the complaints according to the contents of the industry, and feeds back the results to the operation department of the Department. 4 complaints about major issues, which cannot be handled by the responsible departments or need to be coordinated, should be reported directly to the director of the office, who will make a decision. Five. The service center should use telephone or other forms to track whether there are still problems after the complaint is resolved, and if there are, it still needs to instruct the relevant departments to deal with them quickly. Six. Analyze and summarize the owner's complaints half a year and at the end of the year. For recurring problems, it is necessary to organize relevant departments to conduct in-depth discussions and find solutions to prevent recurrence. Owner opinion survey and return visit system 1. The customer service center shall conduct an owner's opinion survey at least once a year, and the owner's opinion survey shall list the owner's satisfaction with the following aspects: a) power supply management; B) water supply management; C) Fire control and public security management; D) health management; E) greening management; Management of public facilities; G) maintenance service; H) service attitude. 2. The service center makes statistical analysis on the reclaimed opinion form, and reports the results in writing to the director of the office, such as the number of copies of questionnaires recovered, the overall satisfaction rate and partial satisfaction rate, and the opinions of the owners on property management (* * * opinions). 3. For the problems existing in various departments, the director of the office puts forward rectification opinions and instructs relevant departments to solve them within a time limit. 4. For the misunderstanding of the owner, the service center should make necessary patient explanations. Five. The results of the investigation of the opinions of the owners and the rectification plan shall be notified to the owners' committee on a regular basis and subject to supervision. 6. The property manager and relevant functional departments shall pay a return visit to relevant owners on a regular basis. Seven. Listen to opinions with an open mind, accept criticism sincerely, adopt reasonable suggestions, and make a record of the visit. Eight. During the return visit, if you can't answer the owner's questions and opinions immediately, you should inform the appointment time to reply. Nine. Major problems encountered after the return visit should be discussed at the regular meeting, and solutions should be found to ensure that everything is implemented and everything is echoed. In order to strengthen the contact between the management office and residents, solve problems for residents in time, and put the management work under the supervision of residents, so as to brainstorm, sum up experiences and lessons in time, continuously improve management and improve service quality, the visiting complaint acceptance system is established. 1. Receiving complaints from tourists 1. The property manager of the service center is responsible for the reception of complaints, and the management office should widely publicize the office location and telephone number for accepting complaints to facilitate residents' complaints. 2. Any manager should receive residents' complaints warmly, take the initiative to ask, and do a good job of patient and meticulous explanation. When residents don't understand the management rules and regulations of the community, they should be sensible and emotional, so that residents can understand and support the work of the management office. 3. The problems mentioned in the residents' complaints and visits should be recorded in time by the receptionist, investigated and verified on the same day, and then the results should be reported to the responsible department and the director of the management office; If it cannot be solved, it is necessary to report the problems and opinions to the relevant departments and the director, and the director will decide the solution. 4. When residents take the initiative to put forward reasonable suggestions, they should make detailed and serious records and report to the director in time. The director decides to adopt or formulate the rectification plan, and posts the rectification measures and the list of residents in my community, giving priority to the selection of "civilized households". 5. Responsible departments should be enthusiastic, proactive and timely when dealing with visits and complaints, adhere to principles and highlight services; Do not shirk responsibility, embarrass residents or take the opportunity to ask for benefits. After the treatment is completed, the results should be fed back to the residents and the director of the management office to ensure that everything is settled and echoed. 6. All managers should be serious and responsible, do their jobs well, provide satisfactory services to residents, and minimize complaints and criticisms from residents. Solve residents' dissatisfaction before complaining. 7. When the peer property management unit requests to visit, the management personnel should warmly receive, comprehensively introduce the situation of the community, learn from each other, and improve the management level of the community. 2. Return to work 1. Return visit requirements: (1) The director of the office will include residents' return visit in the scope of duties and implement it in the annual work plan and summary assessment. (2) Listen to opinions with an open mind, accept criticism sincerely, adopt reasonable suggestions, and make a record of the return visit. (3) During the return visit, if the questions and opinions raised by residents cannot be answered immediately, they should be informed of the scheduled time to reply. (4) After the return visit, timely sort out, study and properly solve the feedback opinions, requirements, suggestions and complaints one by one, and require the company to solve major problems. The return visit handling rate is 100%, and the effective complaint rate is below 1%. 2. Time and form of return visit: (1) The director of the office visits 1~2 times a year. (2) The property manager shall pay a quarterly return visit 1 time according to the division of labor within the region. (3) Hold a household forum every quarter to solicit opinions. (4) Take advantage of festivals, community cultural activities and villagers' gatherings to listen to residents' feedback. (5) Issue household questionnaires, conduct special surveys and listen to opinions. Return visit system 1. The maintenance return visit shall be conducted by the manager, supervisor and maintenance supervisor. In which: the return visit rate of managers is not less than10%; The return visit rate of the supervisor is not less than 30%; The return visit rate of the person in charge of maintenance shall be no less than 60%. 2. Arrange a return visit within one week after maintenance. Among them: pay a return visit within two days after the maintenance of safety facilities; Pay a return visit within three days after the maintenance of the leaking project. Three. Content of return visit: 1. On-site inspection and maintenance projects. 2. Ask the owner (resident) or family members about the service of maintenance personnel at the maintenance site. 3. Seek suggestions for improvement. 4. Inspection fee. 5. Ask the interviewee to sign. 4. Inform the maintenance personnel in writing to rectify the problems found in the return visit within 24 hours. Return visit system of residential management office In order to strengthen the contact between property management office and residents (owners) and make all the work of management office under the supervision of residents (owners), so as to brainstorm, sum up experiences and lessons in time, continuously improve management work and improve service quality, the return visit system of residents is formulated. 1. Return visit requirements 1. The director and deputy director of the property management office will bring the residents' (owners') return visit into the scope of their duties and implement it in the annual work plan and summary assessment. 2. Listen to opinions with an open mind, accept criticism sincerely, adopt reasonable suggestions, and make a record of return visit. 3 in the process of return visit, the residents (owners) inquiries and opinions can not be answered immediately, should inform the scheduled reply time. 4. After the return visit, timely sort out, study and properly solve the feedback opinions, requirements, suggestions and complaints one by one, and require the company to solve major problems. For the problems reflected by residents (owners), ensure that everything is settled and everything is echoed. The return visit handling rate is 100%, and the complaint rate is controlled below 1%. 2. Time and form of return visit 1. The director of the office of animal husbandry management office visits 1~2 times a year. 2. According to the regional division of labor, the property manager pays a monthly return visit 1 time. 3. Hold a meeting of building directors every quarter to solicit opinions. 4. Listen to residents' feedback through festivals, community cultural activities and public relations activities. 5. Make a special investigation on the residents (owners) and listen to their opinions. 6. The Property Management Office shall set up a complaint mailbox and telephone number, which shall be answered by a special person and handed over to the office director for timely handling. 7. Warm reception and registration at any time.