Property customer service front desk service plan

Property customer service front desk service plan

Introduction: As the company's foreign-related window, the company's front desk must keep in touch with customers, which is of great responsibility. The reception at the front desk directly represents the corporate image and service quality. The following is the property customer service front desk service scheme I brought to you, hoping to help you.

The company's front desk reception must strictly abide by the reception work norms. Otherwise, it will have a serious adverse impact on the company image. In view of this, the detailed rules for reception work at the front desk are formulated to refine and concretize the reception work. The front desk receives all the work that should be responsible within the scope of post responsibilities. If there is dereliction of duty, resulting in heavy losses to the company, even if these rules are not formulated, the necessary responsibility for dereliction of duty can be investigated. The specific punishment will be decided by the chairman's office meeting after research.

First, customer service front desk service standards, service objectives

service standard

1, body, face, hands, etc. Must be kept clean to avoid odor.

2. Do not eat raw onions, raw garlic, leeks and other foods. Then give off an irritating smell before going to work and keep your breath fresh and tasteless.

3. Hair should be clean, tidy, dandruff-free, natural and elegant. Male employees have no moustache, long hair and can't dye their hair in other colors. The front hair does not cover the eyebrows, the side hair does not cover the ears, and the back hair does not cover the back collar and does not perm. The hair of female employees should not exceed the shoulders, and the hair should be rolled up if it exceeds the shoulders.

4. Female employees should wear light makeup when they go to work, and heavy makeup is not allowed.

5. Don't leave long nails and paint.

6. It is forbidden to pick your nostrils, ears, stretch, yawn, nails, skin and dirt in front of customers.

7. Avoid coughing and sneezing in front of customers. If you have to, cover your nose and mouth with a tissue, turn your head to the unmanned side and apologize in time. Excuse me. )。

8. Smoking, eating, chewing gum and reading newspapers are prohibited in front of customers.

9. No humming, whistling, laughing or talking loudly in the property project.

10, when talking with customers, use gestures as little as possible, and you can use gestures when guiding the direction or pointing out the location. The correct gesture to guide the direction is: palm straight, fingers together in the indicated direction; The arm is slightly bent, lower than the shoulder; Lean forward slightly in the indicated direction.

1 1. Always keep the correct smile expression when talking with customers: smile is natural, moderate, decent and solemn; The direction is clear and the other party is easy to understand.

12. When talking with customers, look at each other, listen attentively and nod frequently to show respect and understanding.

13, keep correct eyes and eyes when talking with customers: the line of sight stays in the triangle between the eyes and abdomen of the other party; Eye contact with the other person's face should only account for 20% ~ 60% of the total conversation time; Keep a straight face and avoid squinting, scanning and peeking.

14. Keep a distance of about 1.5m when talking with customers.

15. Employees who stand and work should always maintain a standard standing posture: their legs are upright and their feet are naturally shoulder-width apart; Eyes looking straight ahead, hands drooping naturally, chest out and abdomen in; It is forbidden to cross your arms or put your hands in your pockets, bend your head, lean against the wall, stagger and other bad behaviors.

16. Employees who work in a sitting position should always maintain the correct posture: the thighs are 90 degrees from the upper body; The calf and thigh are at 70 to 90 degrees, and the legs are naturally close together. It is forbidden to cross your legs, cross your legs, take off your shoes, keep your head up and down, lean forward and lean back, and put your legs on the armrest of the seat.

17. Pay attention to the sound of knocking, opening and closing the door. Never leave the door handle until you have completed the whole process of opening and closing the door.

Service target

Standardize the service image of the front desk of each property service center, unify the standardized management content of people and things at the front desk, and reflect that Vanke Property Company always adheres to the people-oriented principle? Heart and soul for you? The service tenet of

Second, the preparation before service

(A) customer service content

1, responsible for the check-in and decoration procedures of residents, reception, order arrangement, tracking and return visit for the maintenance of residents' houses and facilities and public facilities.

2. Responsible for handling household complaints and daily household contact, communication and coordination.

3. According to the charging standards and relevant management regulations published by the Municipal Price Bureau, timely notify the owners and users to collect and collect relevant property management fees, and publish the income and expenditure according to the relevant data provided by the planning and financial departments.

4. Responsible for the management of internal administrative affairs and documents in the management office.

5, under the guidance of the company's functional departments, to carry out various paid services.

(2) Etiquette of receiving customers

1, dignified and neat appearance;

2. Dress in accordance with the regulations, dress neatly, wear a badge, comb your hair neatly, wear light makeup, do not leave long nails, and do not apply nail polish;

3. Answer the phone and make a record of the call;

4. Provide customers with safe custody services for valuables;

(3) Basic polite expressions

Basic courtesy expressions: Hello, please, thank you, sorry, goodbye.

1, telephone

Answer all incoming calls within three tones, with a steady tone and clear pronunciation. Listen patiently and carefully, don't interrupt each other's conversation at will, and answer succinctly and clearly. All calls can't be hung up until the other party hangs up.

Polite terms: "Hello, Vanke House 1 Property Customer Service Center, how can I help you?" "May I know your name?"

2. Front desk reception

If a customer visits, you should nod and smile to give the customer a sense of intimacy. At the same time, we should guide customers to sit down and serve tea (note that tea should not be too full. Reception courtesy: "Hello, sir/madam! what can I do for you?

3. Consultation:

"Hello, sir/madam. What can I do for you? " "Please wait a moment. I'll ask for you. " "Is there anything you don't understand?" "Thank you for coming. Goodbye. " "You go, goodbye."

4. Repair:

Listen carefully and take notes: "Is the address on XXX correct?" "When is it convenient for us to repair?"

5. Complaint: Listen patiently and carefully record: "I'm really sorry for the trouble (inconvenience)!" "Sorry, this is an oversight in our work, and we will try to improve it." "Thank you for your suggestion (feedback), and we will try our best to improve it in the future work."

6. If you need to reply afterwards:

"Thank you for your comments (feedback). We will give you a satisfactory answer within three days. " "Thank you for your support for our work! ? Hello, sir/madam, what can I do for you?

(D) customer demand for property services

Analysis based on demand sources: it is divided into contractual demand of both parties, active demand discovery and passive demand acceptance.

1. Contract demand of both parties: the demand determined in the form of contract can be divided into normal demand and dynamic demand. Normal demand refers to the daily work of the property, such as vehicle access management, project inspection and daily cleaning. Dynamic demand refers to the immediate demand from customers, such as on-site maintenance and safe reception services.

2. Proactive discovery of demand: most of them are value-added services, that is, on-site property enforcement agencies voluntarily provide services outside the contract based on daily service experience and demand survey.

3. Passive acceptance of demand: refers to the services unilaterally proposed by customers that are beyond the scope of the contract and need to be re-organized and implemented after review.

Third, customer service front desk service skills

1, service process of customer service front desk

2. Identify different types of customers

3. Know the customer's skills

4. Meet customer expectations

5, the skills to retain customers

6. Timely service

Fourth, customer complaint handling skills

(A) steps to deal with customer complaints

Review and summarize after receiving complaints, listen to opinions, judge and deal with them.

1, accepting complaints

Politeness is the basis of handling complaints. The complaint acceptance environment is the first level that affects the handling work.

2. Listening and recording

Listen to users' complaints sincerely. Carefully record the main points of the accident.

3, judgment, processing

Thank you for your concern and love. Quick judgment, quick response and timely treatment. After judgment and analysis, when you find a problem, you should respond to the user with a positive attitude, such as telling him how to deal with it.

4. Follow-up visit

It is an important link to build trust and make up for mistakes caused by various reasons, and it is also the best opportunity to test the quality of work, communicate with users and improve relations.

5. Summary

What is the reason for this complaint? What did you learn from this complaint handling? How can we avoid similar situations in future work and what adjustments need to be made?

(B) the reasons for customer complaints

1. Complaints about equipment:

Users' complaints about equipment mainly include: air conditioning, lighting, water supply and power supply, elevators, etc. Even if we have established a system of inspection, repair and maintenance of all kinds of equipment, we can only support the occurrence of such problems, but we cannot guarantee to eliminate all potential problems of equipment.

2. Service attitude complaints:

Users' complaints about service attitude mainly include: irresponsible reply behavior, indifferent attitude, indifferent reception method and so on. Local managers and users are composed of people with different personalities, so such complaints are easy to happen at any time.

3. Service quality complaints:

Users' complaints about the quality of maintenance and the failure to deliver the mail to users in time are all complaints about the quality of service. The best way to reduce users' complaints about service attitude and service quality is to strengthen the training of service personnel.

4. Complaints about emergencies.

(C) handling skills of different types of customer complaints

1, rational home complaints:

Rational tenants will be dissatisfied or angry after receiving dissatisfied services, but usually they will not be emotional or angry because of this. Such tenants are easy to deal with. We just need to: express sympathy and concern for him and promise him to take necessary improvement measures immediately; Thank him for his question. Companies should pay attention to providing them with the best service and strive for support and understanding.

2. Disappointed family complaints:

A disappointed tenant is usually good at complaining, either about his unhappiness or his disappointment. You must ask them to take action, what they want you to do, not complain. You can ask him this way: What can we do to satisfy you? What do you want us to do?

3. Angry household complaints:

Angry residents usually like to shout loudly without accepting any explanation, which makes it difficult to communicate for a while. At this time, the handling skills are: let him vent his anger; Reduce the tone and speed of your speech; Use nonverbal skills, such as looking at him closely, nodding at the right time and leaning towards him; Never argue with him; Retell the reasons that make him angry, present the facts and see how he thinks it should be solved; Say something to let the other person know that you care about his situation; Tell each other clearly what you can and can't do; When the other person's mood stabilizes, turn the topic to the solution.

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