Basic requirements for property management personnel to receive owners

Property management personnel should pay attention to the following sixteen etiquette details when receiving owners: 1. When providing services to the owners, always smile, be affable and give people a sense of intimacy. 2. When talking with the host, the attitude should be kind, the language should be kind, the voice should be natural, clear and soft, the volume should be moderate but not too high or too low, it is advisable for the other party to hear clearly, and the answer should be quick and clear; Moreover, we should listen attentively, give people the feeling of being respected, treat people honestly, be neither humble nor supercilious, give people a sense of sincerity, appear calm, relaxed and confident, give people a sense of relief, be calm and steady, and give people peace. 3. Treat owners equally. Don't be too affectionate or chat with one host for a long time while two hosts ask for help, and ignore the other host. When an owner asks for help, you should immediately put down your work and say hello to the customer. 4. It is forbidden to joke with the host and take nicknames. 5. Don't listen to the conversation between the owners, and don't peek at the owners. 6. For owners who look weird or dress weird, it is forbidden to boss around, not to watch, not to talk behind their backs, to imitate or laugh at the owners. 7. When the owner puts forward service requirements that are not within the scope of his duties, he should try his best to help the residents, and never say "this has nothing to do with me". Because the whole property management company is composed of every employee, every employee's words and deeds can represent the company's image, and the owners may complain that the property management company's services are not in place. 8. When the host is talking, listen attentively, wait for the other person to finish, and don't interrupt the conversation casually. Politely ask the other person to repeat what you didn't hear clearly. Talk to the owner as quickly as possible to avoid keeping the owner waiting behind and saying sorry for keeping you waiting. 9. Answers to the owner's inquiry and consultation should be as complete, clear and complete as possible. If it is unclear, the relevant leaders should be asked to reply to each other as much as possible, and unclear answers are not allowed. 10. When you need the help of your host, you should say "Sorry to bother you" and thank you afterwards. 1 1. showed full concern, sympathy and understanding for the owner's difficulties, and helped solve them within his own ability without revealing company secrets, and said, "What can I do for you?" When the host wants to do a small favor, he should say, "Thank you for your kindness. The company has a rule that you can't accept it. Please understand. " 12. Say "Sir/Madam * *, you are back" when you meet familiar owners, and say "Hello Sir/Madam * *" when you pass by. 13. When you find that you misunderstood the host, you should say, "I'm sorry, I think we misunderstood." When you find that you made a mistake, you should say, "I'm sorry, I didn't mean that." 14. When the other party is provocative, you should say, "Please respect yourself, we are working, sir and madam!" 15. For things beyond our scope of work, we should say, "Sorry, this is not our scope of work, please forgive me." 16. at all times, be modest, calm, steady, concise, lively and not slow.