Centralized delivery plan organization, process control, risk prevention and "MOT" key service contact control.

"It's easy to build a house, but difficult to deliver it" is becoming an increasingly common and universal social problem. Contradictions and disputes between housing enterprises and customers (especially in the delivery stage) are on the rise. Delivery not only relates to the success or failure of the project, but also affects the brand image of the enterprise and the stability and harmony of the society. Therefore, it has attracted more and more attention from industry, customers and society. How to scientifically organize the delivery of houses? How to effectively deal with disputes or conflict crisis caused by house delivery? How to systematically reduce the risk of house delivery and improve customer satisfaction has become a compulsory topic for many housing enterprises!

This course takes the planning and organization process of benchmark enterprise Longhu Real Estate as an example, analyzes the laws of success and failure, and summarizes and exchanges experiences and lessons. Not only for the dispute crisis itself, but also to expand our thinking, and guide enterprises to change their concepts, improve management and implement crisis pre-control from the perspectives of enterprise brand building, customer relationship management throughout the project and risk management throughout the project!

Teaching object

Executives of real estate companies and department heads responsible for housing delivery (engineering, marketing, customer service, property, etc.). )

Lecturer introduction

Miss Wang: A well-known professional manager of real estate/property management in China.

He used to be the project general manager of Longhu Property Beijing Regional Company and the operation director of Longhu Group.

He is currently the deputy general manager, senior lecturer and senior economist of a listed real estate group in Hong Kong. He has participated in the compilation of classic training materials such as Cost Control and Fine Management of Property Management, Customer Demand Identification and Best Service Case. Joined Longhu in 2006, working 10. He has a profound understanding and summary of the property management system, management process and landing method of Longhu Group. For real estate enterprises, how to successfully organize the delivery, how to control the delivery process, how to avoid risks, and how to truly provide high-satisfaction property services have unique insights. It has organized and implemented the delivery of a number of large-scale projects with more than 10000 households, and was responsible for the delivery of more than 3000 households during Longhu. In addition to rich practical experience, Mr. Wang also has rich teaching experience. He is very good at grasping the key points of benchmarking enterprise management achievements and guiding students to think and learn. Students who have listened to his courses all commented that he said "you can use it when you go back", and he is a real combat soldier.

course syllabus

The first part: Longhu house delivery plan organization and key process control measures;

1. Why does delivery become a common problem for all housing enterprises?

1, complaint trend of real estate customers

2. Why is it a hurdle to hand over the house?

3. Delivery expectation

? What is a smooth handover?

? What is the ideal standard for successful delivery?

4. The key to successful delivery?

? What is the first element of successful delivery?

? What are the key factors that affect housing delivery?

Second, Longhu real estate delivery organization's key process and landing tools analysis

1, before handing over the house

Tool Analysis: Guide to Preparing Delivery Materials for Longhu Property

Tool analysis: guide to household inspection of Longhu property

Tool Analysis: Guide for Showing Highlights of Longhu Property Open Day Service

2. In the process of delivery

Tool Analysis: Longhu Real Estate Delivery Standard Drawing

Tool Analysis: Longhu Handover Work Instruction

Tool Analysis: A Guide to Show Highlights of Longhu Centralized Distribution Service

3. At the end of delivery:

Tool Analysis: Re-examination of the Standardization Process of Longhu Property Acceptance

Tool Analysis: Longhu Housing Delivery Scheme

Tool Analysis: Longhu Property Delivery Management System

The second part: centralized delivery dispute handling and risk response measures;

First, common delivery complaints and customer disputes

Second, the handling of housing delivery disputes and the response to risk conflicts

1, the "cause" and "fate" of the dispute

2. The general mentality and behavior characteristics of customers during the complaint period.

3. Basic rules for customer complaints and disputes during delivery.

4. Evolution model of customer dissatisfaction escalation

5. An important link in the complaint and risk control of house delivery.

6. Basic principles and strategic tools for complaint and risk control

Third, the handling skills and risk control methods of house delivery complaints

1. Risk pre-control period: control operation points and cases.

? Longhu risk pre-control: project delivery risk list

? Guide to delivery risk inspection and simulated acceptance

? Key points of risk pre-control evaluation before project delivery

Practical case: internal project inspection and effect of a benchmark enterprise

2. Risk incubation period: control rules, key points and cases.

3. Outbreak period: laws, key points and cases.

Operation method: the key points of rapid response when the dispute risk breaks out

Practical case: eight measures of crisis management and field control cooling

4. Key points and measures to be taken in the transition period and good later period.

Practical cases: communication and negotiation skills and game strategies

Fourth, how can real estate enterprises use Internet mobile tools to double the delivery efficiency (live demonstration)

The third part: the management and control of "MOT" key contacts behind Longhu's high satisfaction and the sharing of practical experience;

First, the basic understanding of "MOT" key services

1. What is "MOT"?

2. Five-step ladder of "MOT critical moment"

3. Three important understandings of "non-critical moment"

4. Importance and value of "MOT Critical Moment"

Second, Longhu real estate customer service key contact design

1, customer demand identification analysis of Longhu Real Estate

? Life Cycle Theory of Longhu Project Management

? Division of six stages of project life cycle

? Identification of customer demand characteristics in different stages

2, Longhu real estate scientific customer classification management experience sharing.

? Customer classification principle of Longhu Real Estate

? Customer Classification Management of Longhu Real Estate

3. Design of 3.MOT service circle

? Application of MOT service circle in work

? MOT service circle scene design exercise

Third, Longhu Real Estate "MOT" service value application

1, service value chain cycle

? What is the service value chain?

? Quality service and satisfaction

? Quality service and charging standard

? Quality service and reputation

2. Service complaint management

? Correct understanding of owners' complaints

? Preparation before complaint handling

? Classification of owner's complaint handling

? Definition of complaint

? Principles of handling complaints from owners

? Requirements and methods for handling complaints

Course description

Organizer: CIIC Business School?

Training time: 2018165438+10-1Wuhan (the detailed address is subject to the confirmation letter sent one week in advance).

The training fee is 4,800 yuan/person; ? The team consists of 5 people, 20,000 people, 10 people and 30,000 people (including lecturer fees, training fees, teaching materials fees, tea breaks, venues, etc.). )?

The conference group provides hotel reservation service. If you need accommodation, please indicate it in the registration receipt. The conference group will make unified arrangements and pay its own expenses. (Membership card is preferred)

Contact person? 400-00 1-0027

Official website? Www.fdcceo.com Zhongzhi Business School