How to interact with the security and cleaning etiquette training of property companies?

Teaching plan of basic service awareness training for security personnel

Training purpose: to make security personnel establish a good sense of service, so as to output high-quality security services at work.

Training Focus: Seven Service Consciousness

Training target: all security service personnel engaged in property management.

Training teachers:

Course schedule: **60 minutes

Teaching methods: lectures and case studies.

Teaching content:

First, the nature of property management:

Property management is neither agriculture nor industry, but the tertiary industry. More precisely, it is "service industry".

Occupation classification:

Classification by industry-industry-occupation:

Primary industry: agriculture, forestry, animal husbandry, fishing and water conservancy;

Secondary industry: industry and construction;

Tertiary industry: circulation industry and service industry outside the primary and secondary industries;

Second, the property management company security personnel's nature and content of work:

1, be loyal to your duties and serve wholeheartedly:

Security personnel should have a strong sense of responsibility, be conscientious, energetic, conscientious, abide by the contract, actively, thoughtfully and enthusiastically serve customers, do their best to meet customers' needs and ensure the safety of customer units. At the same time, in daily life and work, helping others enthusiastically is also the minimum social responsibility requirement that a citizen should have. Only in this way can we firmly establish the idea of providing customers with high-quality and high-level safety services wholeheartedly.

2, the obligation of fearless civilization:

Security personnel are in the front line to prevent safety, and it is inevitable to fight against all kinds of illegal and criminal acts. As a security personnel, they should have the spirit of not being afraid of difficulties, hardships, dangers and sacrifices, dare to stand up and resolutely fight criminals when the property and life of customers are violated. On the other hand, in duty work, we should treat customers with civility and courtesy, respect others, be kind, convince people by reasoning, and act according to law, so as to win the support, trust and understanding of customers and do a better job in security service.

Three, seven basic service consciousness:

(A), how to understand the "customer first"

1, the customers are our parents.

Customers need us to provide comfortable and perfect service.

3. The basic basis of service is the needs of customers.

Don't be assimilated by bad habits in society.

5. Try to provide convenience for customers and create joy.

6. Don't quarrel with customers under any circumstances.

(B), how to understand "the customer is always right"

1, fully understand the needs of customers.

2, fully understand the customer's thoughts and mentality.

3. Fully understand the misunderstanding of customers.

4. Fully understand the fault of customers.

(3) 100- 1 = 0 service quality formula

Its meaning is that the customer's evaluation of service quality is a complete overall evaluation, and as long as there is an error in one detail or link, it will lead to customer dissatisfaction.

(4) What is quality service?

Quality service = standard service+excellent service

(v) Attitude towards complaints

Not afraid, but also take the initiative to find complaints.

(VI) How to handle complaints

1, listen carefully.

Step 2 calm down

Step 3 show sympathy

Step 4 use your heart

5. Don't divert the target.

6, record the main points

7. Tell the guests about the measures to be taken and get their consent.

8. Tell the guest how long it takes to solve the problem.

(VII) Calculation formula of service dissatisfaction: 1: 326.

(26× 10)+( 10×33%×20)=326

It means that when customers complain about an enterprise orally or in writing (that is, they are dissatisfied with the enterprise), it will indirectly lead to 326 people being dissatisfied with the enterprise.

Four, security personnel basic service standards:

The organic unity of "witty and brave security guards", "warm and thoughtful waiters" and "skilled firefighters" is our security service standard.

Five, the basic service rules:

1, it is forbidden to do private things in the guest activity place.

2, before going to work, work are not allowed to drink, eat food with pungent smell.

Don't get together to chat at work.

4. Don't run in the guest activity place, and insist on "speaking lightly, walking lightly and operating lightly."

5. It is forbidden to have indecent behavior in the guest activity place at any time.

6. Be diligent in eyes, mouth, hands and legs when going to work.

7. Always smile on your face.

8, keep clean and tidy, generous appearance, clear-headed.

9. Be gentle and polite, and finish what you start.

10, the language of answering the phone is standardized and the tone is soft.

1 1, don't joke with the guests.

12, good at observing the needs of guests.

13. When the guest complains, don't argue.

14, don't talk to the guests during the operation, and you are absent-minded.

15, don't sit in with the guests.

16, don't get in the way with the guests.

17, try to remember the guest's name.

18. Comply with company regulations and take good care of public property.

19, don't watch accidents or other special events.

Six, staff service 10 points:

1. A little more etiquette;

2. Be quick;

3. Use your brain a little;

4. Work harder;

5. Smile a little sweeter;

6. A little more efficient;

7. Speak softly;

8. Give you a kiss on the mouth;

9. Have a bigger stomach;

10. Make way for the dispute.

Security guard image rules

1, service consciousness.

As the first representative of a property management company, a security administrator should know his value of the image. Safety management personnel should improve their image building in appearance, operation and service performance, leaving the company with the first high-grade logo image.

The overall requirements of post image: dress neatly, stand upright, behave rigorously, have a solemn expression, walk steadily, have bright eyes, operate normally, and be disciplined by military and police.

2. Posting image rules

A Specification for Operation Images of Road Crossing Workers

1. Enter the car and write the card.

① Standing position and posture. Standing posture is in working condition, upright or hanging. The car body is slightly close to the side of the car passage, so pay attention to the entry of vehicles. Non-business needs, not to leave the post when on duty;

② Greeting etiquette. When the car shop is in front of the interception slope, the personnel on duty should salute to greet it, and then take the car time card sideways;

(3) Kazi. Visually inspect the driver, hand the time card to the driver with the right hand, and signal with the left hand that the action is standard and polite;

(4) Enter the etiquette. After handing in the card, the personnel on duty should move their arms according to the regulations to show the company's warm reception and courtesy to the incoming passengers.

2. Car inspection fee.

① Standing posture and position. The person on duty is standing at work, with his body slightly to the side of the car;

(2) get off and salute. When the car stops on the slope, the personnel on duty should stand at attention and salute the driver, and be prepared to pick up the card, be punctual and charge;

③ Card inspection fee. When checking the card, the attendant will pick it up with his right hand, skillfully check the card, charge by time, and report the charging data to the driver, such as: "Your car has been parked for xx minutes, please pay the parking fee of xx yuan". When the vehicle is released, the person on duty should stretch his left arm horizontally and pay attention to getting out of the car.

3. There is no charge for entering and leaving the vehicle, just follow the etiquette instructions for entering and leaving the vehicle. One arm stretches forward and the other arm swings in the driving direction at the same time; .

4. Pedestrian passage to answer questions

(1) Pedestrians should pay attention to etiquette operation and nod;

(2) VIPs, leaders and owners should salute when accompanying guests in and out.

(3) When asked, you should salute the inquirer before answering the question;

(4) The security administrator should be familiar with the road sections and building number units in the area, and the answers should be clear and quick;

When talking with inquirers, you should pay attention to the following honorifics: "What can I do for you, sir (madam)?" "Which department and building number are you looking for?" Wait a minute. Don't use other disrespectful words to interrogate or answer the questioner.

5. After the handover

(1) The handover of the guards on duty shall be conducted according to the handover etiquette, and the handover person shall salute first, and the handover person shall reciprocate;

(2) After the two sides salute, the person after the handover should report the business situation on the post, then quit the post and hand over to the person after the handover.

6. Job taboos

(1) The personnel on duty can be disheveled and slack;

② The personnel on duty shall not leave the post, chat with others or do other things unrelated to the post without authorization during the duty;

(3) Don't let others stay near the post;

(4) Except for post handover, other affairs should not be handled inside or outside the booth. If it is necessary to handle it, you can leave your post and handle it elsewhere without affecting your post.

B. Mobile mail

1. Standing and walking posture

The security guards in mobile posts often appear standing posture and walking posture alternately in mobile duty. When standing, stand straight, stand straight and stand steady. When walking, walk straight and walk steadily. Standing and walking posture should not be loose, casual, long-scattered, slack and lazy, nor should it be walking, strolling, relaxing or sluggish. Stand up straight and keep your spirit straight when walking.

ask about

Anyone who finds suspicious people and phenomena should ask politely. If you see strangers coming in and out of the building, you can ask them. The way to ask can be: "Sir (Miss), who are you looking for?" . If you see someone walking out of the building with something, you must first determine whether there is anything suspicious. If there is anything suspicious, you should ask. The language of the inquiry is: "Sir (Miss), please stay. What did you bring?"? Can you check it? " And so on. Interrogation often arouses the antipathy of the other side. You should apologize after the trial. The language is: "sorry for the delay, please!" " "If the other party under investigation is not satisfied, he should explain:" I'm really sorry, it's routine. "For those who are questioned, there should be apologies, tributes, gifts, etc. Salute should have rules, and gifts should be sent by gestures.

3. Enter vehicle instructions

① All vehicles or other vehicles entering the area to load and unload goods shall operate according to the following procedures: give a stop signal and instruct the diverted vehicles to enter the area; ② Image indicating parking operation. Raise your left arm in front of the car, raise your left palm at right angles to your arm, and put your five fingers together, and follow the traffic police's parking instruction posture; ③ Display the image of driving operation. One arm stretches forward and the other arm swings in the driving direction at the same time; ④ Image of shunting operation. For vehicles that can be parked in this area, salute and greet after being instructed to enter the line. The greeting language is "Welcome!" ; For vehicles entering the area without parking space temporarily, explanations should be given, such as "There is no parking space temporarily in this area, please park in the parking lot opposite, thank you for your cooperation!" Or "I can't enter the area for the time being, please arrange it for you later, thank you!" ; ⑤ The operational image of handling traffic disputes. In the area where there is no parking space for the time being, traffic disputes and disputes often occur. Incoming cars disobey orders and have to enter the area by force. In case of such disputes, they should be handled in accordance with the principles of persuasion, explanation and asking for understanding, and try to avoid quarrels. The operating language should be more apologetic and comforting, such as "There is no parking space for the time being, thank you for your cooperation, please wait a moment" and "Sorry, you can't enter the area for the time being, I will arrange it for you as soon as possible." Wait a minute. The personnel on duty should do "You are angry with me, you are anxious to be polite, and you ask me to apologize". In case of refusing to move, refusing to listen to driving instructions or forcibly entering the vehicle, it should be reported to the superior management department for handling.

3 intercom use

Civilized language when using walkie-talkies:

First, when answering, please dial the other party's number. For example, "XXX"

Second, the language should be standardized, civilized and polite, such as "please speak".

Third, the language should be concise, such as "yes", "understand" and "I will do it".

Fourth, at the end of the speech, say "finished".