How to accept owners' complaints in property customer service work

I. When receiving complaints (telephone complaints, on-site complaints, front desk complaints), if the first person to ask is an ordinary employee of the property management company, you can give an explanation on the spot. If you can't handle it, you should refer it to a special complaint handler.

Second, after receiving the 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.

3. When the owner states the reasons, the complaint handling personnel shall make detailed records of the reasons stated by the owner for reference, and ask the owner to show relevant certificates as vouchers.

Four, according to the owner's complaint business classification, and immediately check whether dad's complaint is true and effective, if effective, can be dealt with on the spot and immediately; If you can't handle it on the spot, you can negotiate the processing time with the owner and give a limited telephone reply after asking the superior.

5. If you have any complaints about problems that need the cooperation of other departments, you should contact other departments as soon as possible and give a reply to the owner after obtaining the solution.

Six, the owner is not satisfied with the results, the complaint handling personnel can be handed over to the superior. When the personnel on duty can't solve the problem on the spot, they can find another time to negotiate the telephone tracking service with the owner and give a reply within a limited time.

Seven, when Ye Feng doesn't agree to change the time, a brief summary of the complaint handling, reported and handed over to the higher authorities.

Eight, when handling complaints, the complaint handling personnel will send the owner out of the door, and shall record the complaint handling results in time. If time permits, complaints can be classified and summarized.

Principles of handling property management 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.

Third, the principle of rapid response.

Fourth, the principle of moderate refusal.

Five, timely summary principle