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How should the property front desk deal with complaints?
The property front desk shall give an explanation on the spot when receiving the complaint phone. If it cannot be handled, the owner of the complaint should be directed to a special complaint handler.
After receiving a complaint, the complaint handling personnel should first appease the owner's emotions, and use the principle of "handling emotions first, then handling things" to give the owner a sense of intimacy in attitude and treat the owner's complaints with a positive attitude.
When the owner states the reasons, the complaint handling personnel shall make a detailed record of the reasons stated by the owner for enquiry, and ask the owner to show relevant certificates as vouchers.
Classify the business according to the matters complained by the owner, and immediately verify whether the complaint is true and effective. If it is effective, it can be handled on the spot and immediately.
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