What are the technical standards of property management?

1. service standard 1. Peer-to-peer service: one-to-one group (area) service; 2.24-hour service: all-weather preparation service; 3. Emphasis on timely service and one-stop service: coordinate the linkage of various professions to form a closed-loop service. Second, the implementation measures 1, service preparation (1) are equipped with eight customer service specialists, and each specialist is required to be familiar with all aspects of the two groups of owners at the same time. When the exclusive customer service specialist is on holiday, he can contact the duty specialist at any time to provide service for the owner. (2) Each customer service specialist turns on the phone 24 hours a day to ensure that the owner enjoys peer-to-peer service. (3) Configure three customer service front desks (front desk reception, charging and repair service) to receive the visits of the owners and visitors. Assist the customer service specialist to accept the owner's requirements and make records. (4) Configuration supervisor 1, as the department supervisor, is responsible for the daily management of the project customer service team. 2. The reception service at the front desk (1) receives visitors, answers the service hotline, records the telephone calls, and informs the exclusive customer service specialist for handling. * * * regional maintenance content, directly fill in the dispatch order to the engineering maintenance department, and supervise the subsequent maintenance progress, and reply the maintenance results to the owner. (2) Assist the customer service specialist to supervise and follow up the progress and treatment results of maintenance and complaints, fill in the treatment results and improve the record content. (3) Classify the reception contents every month, make statistics on the number and distribution of maintenance, the focus of complaints and the owner's feedback on the treatment results, and submit them to the customer service supervisor to assist him in maintenance and complaint analysis, find out the reasons and put forward improvement suggestions. (4) Owner's file management: each owner has a file, including occupancy documents, house inspection documents, commitment documents, decoration documents and decoration plans (including construction drawings), maintenance documents, vehicle and pet information, personalized service information, complaint information, compensation information and legal documents. The content is continuous and complete, and it is filed monthly to supplement the missing items. The files are stored in file boxes, and the directories and subdirectories of the files are established, and the list of Aconitum in each file box is established. Every month, the customer service specialist will conduct spot checks, emphasizing that the form in the owner's file must not be empty. If there are vacancies, analyze the reasons, which are operational problems, provide targeted counseling, and rectify within a time limit. This is a form design problem. We should discuss it with the customer service specialist and redesign the form. 3. Accept the service requirements (1) All the service requirements of the owner are accepted by the corresponding exclusive customer service specialist (or transferred by the customer supervisor), and the work order and the agreed service time are listed, and then the professional team is coordinated to provide services at the agreed service time. (2) Within the agreed service time, the customer service specialist should personally go to the site to supervise the service. If you can't go to the scene under special circumstances, you should also confirm or follow up the service by phone to ensure the timeliness of the service. (3) After the service, the customer service specialist should ask the owner for acceptance, and if the owner is not satisfied, organize rework in time. And finally get the written confirmation from the owner and charge the relevant fees. (4) Two days later, the customer service specialist should pay a return visit to the service effect and ask for the opinions of the owner. After completing the comments column of the owner's return visit, the dispatching order shall be signed by the project customer service supervisor or project manager and filed. 4. Complaint Acceptance Requirements (1) When there is a complaint from the owner, the customer service specialist will come to the owner to know the details and verify them. (2) Report to the project manager and make complaint analysis. After discussion, the project manager confirms that the complaint is invalid, and the customer service specialist will fully communicate with the owner to try to understand. For valid complaints, the customer service specialist should fill in the complaint form. (3) The customer service specialist sends the complaint list to the head of the responsible department, and urges him to solve or reply to the processing progress within 24 hours. The customer service supervisor should track the processing progress. (4) The customer service specialist keeps in touch with the owner at any time to inform the processing progress or processing results. Complaints that cannot be solved in a short period of time should be explained to the owners, informed of the efforts of the property management company, and sought their understanding. Complex complaints can be assisted by the customer service supervisor or the project manager. (5) Inform the owner of the treatment result in writing, solicit opinions from the owner, fill in the complaint form, and file it after being signed by the project manager.