Understand the property norms and handle property registration matters.

Because owners need to deal with the property management department in advance when decorating, many owners don't know how the property management department communicates with the owners.

Next, we will analyze it from the perspective of the standardization of the property department, so that the owners can handle the property with confidence. First, the property reception process (telephone, customer visits)

Answer the phone: All calls must be answered within three rings (including calls from other departments). When answering the phone, you should say "hello" and "Jia Zheng Property" first, pronounce them clearly in a language that customers can understand, and ask the other party to hang up before the call is over. Record every phone call. When you need to transfer a call, say "please wait a moment" to the other party first, and then transfer the call.

Owner's visit:

(1) When the owner came to the management center, the property assistant stood up and greeted him with a smile, saying hello first, such as "Hello, Mr./Miss xx", "What can I do for you?" If the owner asks questions or looks for information, the property assistant will say "please wait a moment, and I will help you find it as soon as possible". If the search time is too long, you should say, "I'm sorry to have kept you waiting." Pay attention to concentrate on talking to the host.

Do nothing else. Make eye contact with each other to show your concentration. (2) When the owner comes to pay the management fee, the property assistant should get up and say hello with a "smiling face", first say hello to Mr./Ms. xx, invite the owner to sit down, pour tea for the owner, notify the finance department to collect money and have a cordial conversation with the owner, and take this opportunity to introduce our services to the owner, and send the owner away after the unemployed owner completes the payment procedures.

Second, the property review process

Repair application: After the engineering department reports the repair, the property assistant will pay a return visit in time, usually by telephone, register the owner's feedback and inform the engineering department to solve the nonconformities again. The property assistant will pay another visit until the owner is satisfied with the maintenance service.

Paid service: pay a return visit to greening, cleaning and laundry services in time. Talk with residents, listen to their opinions sincerely, and feed back the opinions of the owners to the corresponding departments.

Third, paid services for property.

1. working rules: when the property assistant receives the owner's service requirements in greening, cleaning and laundry, etc. The property assistant should say "thank you for giving us the opportunity to serve you" and write down the items, dates and requirements that the owner needs, and promise the owner to arrange relevant departments to provide on-site service as soon as possible.

2, laundry procedures

(1) The owner needs to collect clothes for dry (wet) washing. When he arrived at the door of the owner's house, he rang the doorbell and saw the owner calling with a smile. "Hello, sir/miss, I'm a staff member of the management center. I'm here to collect your dry (wet) laundry."

(2) When collecting clothes, check whether the clothes are damaged, count the quantity, write down the price of the receipt, give the "customer copy" of the receipt to the shopkeeper, and ask about the return date; (3) each piece of clothing should be marked to avoid omission;

(4) Contact Gao Jie Company to collect the clothes and explain the return date; (5) After Gao Jie Company returns the clothes, carefully check whether there is any damage.

Verify the quantity, whether it is the owner's clothes; (6) After verification, return the clothes to the owner (the door-to-door service process is the same as (1)) and ask the owner whether he is satisfied with the laundry quality. Pay attention to politeness, etiquette, tone of voice and smiling service in this working procedure.

Iv. Operating procedures for handling complaints from owners

When the owner comes to the management center to complain, the property assistant should invite the owner to sit down, take the initiative to pour tea for the owner, listen carefully to the owner's complaint, understand the situation, and apologize to the customer. When customers express dissatisfaction, we should remain calm and show concern and understanding. If there is a controversial issue, you can explain it euphemistically or ask your superiors to handle it. You must not quarrel with customers. After the owner leaves, it should be recorded in the owner complaint registration form. What can be solved within the scope of this responsibility shall be solved as soon as possible. Otherwise, it should be reported to the superior immediately and handled by the superior.

Verb (abbreviation of verb) Transmission of property notice

(1) After receiving the notice of temporary water and power cut, you should call the owner in time, explain the reason and recovery time as far as possible, and give a lecture on "Sorry for the inconvenience".

(2) Make a written notice of killing insects and rodents in the park and distribute it to the owner one day in advance.

Intransitive verb communication between property and owners

Recover the building through the owner; Regularly distribute the owner's opinion questionnaire; Pay management fees or consulting fees through the owner; Interview during the inspection; Processing applications; Notice distribution, etc. Seize every opportunity to contact and communicate with the owner, follow up the owner's opinions in time, and do your best.

(1) When meeting the owners and guests, stand and serve with a smile, take the initiative to say hello and address appropriately. For those who are familiar with the host's surname, address the guest's surname. For example, when you see your host in the morning, you should take the initiative to call Mr. Zhou good morning and Miss Wang good morning. When you see your host at night, you should take the initiative to call Mr. Zhou good evening and Miss Wang good evening.

(2) Keep a distance of about 1 m when talking with guests.

Pay attention to the use of family manners, and pay attention to the words "please" and "thank you" to show respect for the host and guests. (3) Pay attention to the host's words, keep your eyes on the guest's face, wait for the guest to finish, don't interrupt the guest's conversation, don't show any irritability when the guest talks to you, stop what you are doing, look at each other with a smile, and respond accordingly.

(4) When talking with the host, if the other host has something to do, nod and say hello; Or ask the guests to wait a moment, don't turn a blind eye, say nothing, neglect the host, end the conversation as soon as possible and welcome the host's guests. If it takes a long time, say "I'm sorry to have kept you waiting", and don't start without saying a word.

(5) When we can't meet a certain service requirement put forward by the owner for the time being, we should take the initiative to explain the reasons and apologize to the guests, and at the same time give them suggestions to solve the problem or take the initiative to help them contact and solve it. Let the owners feel that although the problem has not been solved for the time being, they have received attention and received the help they deserve.

(6) On the issues of principle and sensitivity, the attitude should be clear, but the way of speaking should be witty and flexible, which neither violates the company regulations, but also protects the owner's self-esteem. It is forbidden to use questions, questions and orders, but must use questions, requests, discussions and explanations.

1 query type. Such as "excuse me-?"

2 request type. For example, "Please help us"

3 consultation. For example, "Do you think this is good?"

④ Explanatory formula. For example, "in this case, the company's regulations are like this."

Seven, for the owner's difficulties, we should show concern, sympathy and understanding, and try our best to find a solution.

If there is a dispute with the customer, you can explain it tactfully or ask the superior to handle it. Never argue with customers. In addition, the following points should be kept in mind when giving priority to services:

1. For conversations with more than three people, you should use the language you can understand.

2. Don't imitate others' language, tone and dialogue.

Don't get together to chat, don't talk loudly, don't laugh loudly, don't make a noise.

Don't yell at another person.

Never use any excuse to refute, satirize or dig at the guests.

6. Don't tell excessive jokes.

7. Don't say anything that will damage the company's image.

Let the owners feel that although the problem has not been solved for the time being, they have received attention and received the help they deserve. (6) On the issues of principle and sensitivity, the attitude should be clear, but the way of speaking should be witty and flexible, which neither violates the company regulations, but also protects the owner's self-esteem. It is forbidden to use questions, questions and orders, but must use questions, requests, discussions and explanations.

1 query type. Such as "excuse me-?"

2 request type. For example, "Please help us"

3 consultation. For example, "Do you think this is good?"

④ Explanatory formula. For example, "in this case, the company's regulations are like this."

Seven, for the owner's difficulties, we should show concern, sympathy and understanding, and try our best to find a solution.

If there is a dispute with the customer, you can explain it tactfully or ask the superior to handle it. Never argue with customers. In addition, the following points should be kept in mind when giving priority to services:

1. For conversations with more than three people, you should use the language you can understand.

2. Don't imitate others' language, tone and dialogue.

Don't get together to chat, don't talk loudly, don't laugh loudly, don't make a noise.

Don't yell at another person.

Never use any excuse to refute, satirize or dig at the guests.

6. Don't tell excessive jokes.

7. Don't say anything that will damage the company's image.