What is the process of handling property complaints?

In the face of property customers' dissatisfaction with property services, how will the property handle written and oral objections, protests, claims and requests to solve problems? So what is the property complaint handling process? Come and have a look with me.

What is the process of handling property complaints?

Property customer complaint handling process is as follows:

1, record the contents of the complaint.

Property staff should record all the contents of customer complaints in detail according to the customer complaint registration form, such as the complainant's name, complaint time, complaint object, complaint requirements, etc.

2. Judge whether the complaint is established.

After understanding the contents of customer complaints, it is also necessary to determine whether the reasons for customer complaints are sufficient and whether the requirements for complaints are reasonable. If the complaint is not established, then you can reply to the customer in a euphemistic way to gain the understanding of the customer and eliminate the misunderstanding of the other party.

3. Determine the department responsible for handling complaints.

According to the content of customer complaints, specify the specific accepting unit and person in charge.

4. The responsible department analyzes the cause of the complaint.

It is necessary to find out the specific reasons for customer complaints and the specific responsible person who caused the complaints.

5. Put forward the treatment plan fairly.

According to the actual situation of customer complaints and referring to the customer's complaint requirements, reasonably put forward specific complaint solutions.

6, submitted to the competent leadership instructions.

In response to customer complaints, the relevant competent leaders should check the complaint handling plan one by one and give instructions in time. Then according to the actual situation, take all possible measures to recover the losses that have occurred as much as possible.

7. Implement the treatment plan.

Property should not only punish the person directly responsible, but also inform the customer and collect customer feedback as soon as possible. The person directly responsible and the person in charge of the department shall be punished in accordance with relevant regulations, and then a certain percentage of the performance or funds of the responsible person shall be deducted according to the losses caused by the complaint. The person responsible for the delay caused by the failure to deal with the problem in time should also bear the responsibility.

8. Summarize the evaluation.

Summarize and comprehensively evaluate the complaint handling process, and relevant staff should learn from experience and lessons, and also put forward improvement countermeasures to avoid similar complaints.

Before you complain to the property, you'd better know about the property complaint handling process, and then prepare the relevant complaint materials before you complain. The above is an introduction to what is the property complaint handling process, and friends in need can learn more about it. I hope the above content will be helpful to everyone.