What principles should the property grasp when handling customer complaints?

It is normal for property management companies to accept complaints from owners. It can be said that a property management company without complaints is abnormal, and a property management company with a high complaint rate is not necessarily a bad property management company. Complaints can point out the links that the company should improve in the service process, let the owners with opinions accept the property management company again, and give the property management company an opportunity to improve the service quality. Therefore, it is not terrible for owners to complain. The key is how the property management company treats them and how to deal with them. In the process of handling complaints, the first thing a property management company should do is to master certain complaint handling principles.

First, the principle of empathy

In the process of handling complaints, we must take safeguarding the interests of the company as the criterion, learn to put ourselves in the shoes, take respect and understanding of the owners as the premise, control our emotions with a positive, sincere and serious attitude, deal with the emotions of the owners first, and change their mentality with a calm and peaceful attitude before handling complaints. We can't fail to deal with complaints because of a small mistake, which will produce Matthew effect and trigger a series of complaints.

Second, there are laws to follow.

Property management companies face all kinds of complaints every day. If they don't screen and think that every complaint is effective, then no matter how high the management level, the property management company will be exhausted. On the one hand, it bears the responsibility that the company should not bear; On the other hand, it will also make the property management company a place for owners to complain, and the property management company will become a hodgepodge, which will lead to unclear work authority and thankless work. Therefore, when accepting owners' complaints, we should distinguish effective complaints from invalid complaints under the condition of stabilizing owners' emotions, so as to improve the work efficiency of property management companies. All complaints included in the property management regulations are valid complaints in the terms of the contract signed between the property management company and the owners' committee, and all complaints that do not fall within this scope (such as seven types of complaints that do not fall within the scope of complaint acceptance as stipulated in the Interim Measures for Property Management Complaints in Shenzhen promulgated by Shenzhen Property Management Association) are invalid complaints. Of course, this requires the relevant staff of the property management company to be familiar with the relevant laws and regulations of property management.

Third, the principle of rapid response.

Complaints occur sporadically, and most owners come with emotions. If it is not handled properly, the owner will be furious, and the relevant owners will watch and affect the brand image of the company. If the owner is angry, he will report it to the news media, which will have a great negative impact on the company. This situation requires us to quickly and accurately identify whether the owner's complaint is valid. If it is effective, what can be solved on site must be solved, and what needs to be solved by other departments must be solved on the basis of effective and smooth communication mechanism; If it cannot be solved on site, the specific time and time limit for solving the complaint shall be agreed upon through consultation with the owner, and the complaint shall be solved satisfactorily within the specified time limit. In the face of major complaints, we should reflect the information at the first time, the first responsible person should handle it personally, and at the same time we should correctly grasp the relationship with the news media.

Fourth, the principle of moderate refusal.

When meeting customer requirements, if there are valid complaints within the company's authority, the property management company will handle them according to the owner's complaint handling service system; If the complaint is invalid, if time and human resources allow, the property management company can help solve it, otherwise it can boldly refuse, so as to avoid the owners from developing the dependence psychology of relying on the property management company for everything, which will bring a lot of inconvenience to the daily management of the property management company.

Five, timely summary principle

In many cases, complaints are inevitable. If it is practical, it is only satisfied with the control of the complaint handling process, so that the owners can go home satisfied, without paying attention to the follow-up afterwards and the analysis, summary and training of complaint cases. Similar complaints will continue to occur. In this cycle, owners who lose patience with the services of property management companies will spread the negative information of the company from the side, leading to the damage of the company's reputation and brand. As the ancients said, "once you fall, you will gain wisdom." Today's summary, improvement and training, on the one hand, is to improve the technical level of relevant personnel; On the other hand, it is to reduce complaints and pave the way for the next step. On this basis, it will improve customer satisfaction, enhance the company's competitiveness and amplify the company's brand awareness.