How to better handle the 300 million owners' complaint database

The service aim of the property management company is to provide satisfactory service for the owners. In addition to daily security, cleaning, greening and maintenance, we should also correctly handle the complaints of owners and resolve the contradiction between property management companies and owners. Complaint handling combines psychology, management, behavior and social skills, fully embodies the comprehensive qualities of service personnel such as moral cultivation, professional level and working ability, and is a job to properly solve or satisfactorily answer the questions raised by complainants. The principle of handling complaints is to act in accordance with the law, the purpose is to better serve the owners, and the goal is to eliminate or reduce effective complaints by establishing good communication with complainants. Only by properly handling the complaints of the owners can we improve the relationship with the owners, thus enhancing the reputation and social influence of the property management company.

I. Types of complaints

Familiarity and understanding of the complaint itself is the prerequisite for handling complaints. The following will describe the various categories, occurrence, specific content and handling methods of complaints.

1, classified according to the nature of complaints.

(1) Dissatisfaction complaints: There are two types of dissatisfaction complaints: complaints caused by the owners' dereliction of duty in the management services, fees and maintenance of the property management unit and their failure to meet the basic needs of the owners. Owners' complaints about the intentional, unintentional and disciplinary actions of the property management unit or manager, which lead to damage to the interests of users or the public.

(2) Communication complaints

Help-seeking type: the complainant needs the help of the property management company if he has difficulties or problems.

Consulting type: the complainant has questions or suggestions about the property management company.

Improper handling of communication complaints will turn into dissatisfied complaints, so we must deal with communication complaints seriously. Solve the problem in time and eliminate the owner's dissatisfaction. Only in this way can the satisfaction rate of owners be effectively improved.

2, according to the content of the complaint classification:

(1) Equipment complaints: The complaints of the owner about the equipment mainly include air conditioning, lighting, water supply and power supply, elevators, etc. Even if we establish a system of inspection, maintenance and maintenance of various equipment, we can only reduce the occurrence of such problems, but we cannot guarantee to eliminate all potential problems of equipment.

(2) Complaints about service attitude: Complaints about the service attitude of the owners mainly include: irresponsible coping behavior of employees, indifferent attitude, indifferent reception mode and so on. Due to the different personalities of employees and owners of property management companies, such complaints may occur at any time.

(3) Service quality complaints: the owner's complaints about the quality of engineering maintenance, the damage caused by the security guard's lax care of the vehicles parked in the parking lot, and the inability to deliver the mail to the owner in time are all complaints about the quality of service. The best way to reduce owners' complaints about service attitude and quality is to strengthen the training of service personnel.

(4) Complaints about emergencies: All kinds of emergencies may happen at any time, and the key depends on the response speed of the property management company, so it is very important to train employees on various special incident handling plans.

Second, the basic principles of handling complaints

How to understand complaints is an important factor in handling complaints well. Complaints can point out the links that property management companies should improve in the service process, so as to find problems in time. In fact, complaints are an opportunity for property management companies to improve their services again. If handled properly, they will even enhance the loyalty of owners to the company. To this end, handling complaints needs to follow the following basic principles:

(1) Help car owners solve their problems sincerely. The owner complained that the work itself was insufficient and some requirements of the owner were not met. Every employee should try his best to identify and meet the real needs of the owner, put himself in the shoes, understand the feelings of the owner at the center of the incident, and sincerely help the owner solve the problem. Only in this way can we win the trust and goodwill of the owners and help solve the problem.

(2) Be reasonable to the owner, and don't compete with the owner for winning or losing. Owners will complain because of dissatisfaction, and if they are not dealt with accordingly, their emotions will often get out of control. At this time, the employees of the company must not be confused. They should understand the problem from each other's point of view. Even if there is something wrong with the owner's speech, they should give the "right" to the owner. Disputes with the owners will only intensify contradictions. Always firmly believe that "the customer is always right" is a code of conduct that all employees of a mature property management company should have.

(3) It does not harm the interests of the company. Although the starting point of complaint handling is the owner's satisfaction, it cannot harm the company's interests at the same time.

Third, the basic methods of handling complaints

From the beginning to the end of the complaint, the handling of the owner's complaint is a wide-ranging and interlocking process: receiving the complaint, listening, judging and handling, paying a return visit and summing up. Every link needs the full cooperation and close cooperation of all our departments.

(1) Receiving complaints: Politeness is the basis of complaint handling. A good attitude and a kind smile can solve the grievances of many owners.

(2) Listen to the tape. Sincerely listen to the complaints of car owners and carefully record the main points of things.

(3) Judgment and handling. First of all, thank the owners for their concern and love for the property management company. Then quickly judge, quickly reflect, and deal with it in time. Need to cooperate with all departments should be promptly informed and fully coordinated. After judgment and analysis, if problems are found, respond to the owner with a positive attitude at the first time and inform the property management company of the solution.

(4) pay a return visit. It is an important link to establish trust with the owners and make up for misunderstandings caused by various reasons. It is also the best opportunity to check the quality of work, communicate with the owner and improve the relationship.

(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? According to the requirements of the quality management system, continuously improve the management of the company, and always implement corrective and preventive measures to ensure that the same mistakes will not be made again.

When encountering complaints from owners, property management companies should educate employees to adopt reverse thinking. First, they should assume that the owners are telling the truth, and should not assume that the owners' problems are not within their responsibility. When the problems raised by the owners are within their own responsibilities, they should be solved in time. If they cannot be solved, they should also give the other party a reasonable answer, and can't say "this has nothing to do with me". Property management companies should be kind to every complaint of every owner, because the owner's request is the company's work. The key to alleviating contradictions and improving relations is to strengthen communication, and strengthening communication, understanding and respect should be the soul of property management.

Fourth, the first question responsibility system, handling complaints from the owners.

In the face of complaints from owners, all departments of the property management company cannot be divided into first-line and second-line, internal and external. No matter which department or job employees are engaged in, they should appear in front of the owner as the first person responsible for handling complaints when receiving complaints from the owner. They should enthusiastically do a good job of reception, send a few warm words, and resolve the excited dissatisfaction of the owners. Then, listen carefully to the complaints of car owners and carefully record the main points of complaints. When the owner leaves or hangs up the phone, he should immediately handle the owner's complaints with the relevant departments in the property to meet the owner's needs in the shortest time. Even if the problems complained by the owners are not within the management responsibilities of the property management company, we should do a good job in explaining them, be a good consultant to the owners, help them solve problems and seek ways and means to solve difficulties.

The first inquiry responsibility system is a system that property management companies should establish and must implement. Because the owners will not clearly distinguish the organizational structure and division of labor of the property management company, when their basic needs are not met, they will complain to any department and employee of the property management company to vent their dissatisfaction. If a department or employee receives a complaint and answers the owner's complaint in a tone that is not the responsibility of the department or itself, the owner's first impression is that the property management company has no sincerity to solve the complaint, or does not want to solve the problem for him or her at all. If so, the result will further enhance his or her dissatisfaction and deepen the contradiction between the owner and the property management company. Property management companies will greatly increase costs when handling and solving such complaints. Therefore, it should be the responsibility and obligation of every property management company employee to deal with the complaints of the owners.

To do a good job in property management services, we should not only do a good job in daily management, software and hardware construction, but also deal with complaints from owners. The highest level of service is to give the host a good feeling, a feeling of communication, understanding and respect. As long as our * * * employee Qi Xin works together, through the handling and effective communication of the owner's complaints, we can finally achieve the purpose of reducing or even eliminating complaints.