Detailed rules for the implementation of the code of conduct for property communities

First, professional ethics requirements

1. I love my job, I am diligent and dedicated, I am willing to work hard and contribute to my work.

2. Abide by discipline: abide by national policies, regulations and laws, and abide by company rules and regulations and labor discipline.

3. Honesty and trustworthiness: what you say is the same, what you do is the same, do not cheat, deceive yourself, cut corners, shoddy goods, and honor contracts and keep promises.

4. Earnestly study: Earnestly study scientific and cultural knowledge, constantly strengthen professional and technical level, and strive to improve service quality.

5. Distinguish between public and private: cherish public property, do not seek personal gain, and consciously safeguard the company's interests and reputation.

6. Diligence and thrift: Have a good sense of thrift, work hard and save energy.

7. Unity and cooperation: be strict with yourself, be lenient with others, and correctly handle the working relationship between individuals, collectives and colleagues; Good cooperation spirit, easy to get along with people.

8. Strictly keep secrets: Without approval, you may not spread or provide internal information of the company.

Second, the service awareness requirements

1. Politeness: standard language, elegant speech, neat clothes and dignified manners.

2, initiative and enthusiasm: with a sincere smile, take the initiative to serve users enthusiastically, take the initiative to understand user needs, and strive to solve problems for users.

3. Patience and thoughtfulness: employees should be patient and thoughtful in their service to users, never tire of asking questions, listen to opinions with an open mind and answer questions patiently, so as to be considerate, responsive, comprehensive and perfect.

Third, gfd requires

1, keep the clothes clean and tidy, dress according to the specified requirements, and wear the work number plate correctly on the left chest.

2. Shorts, vests and slippers are not allowed in the workplace.

3. Male employees should shave their heads without covering their ears or collars, keep their nails clean without long nails, fasten their clothes and pants buttons, fasten their ties (the belt buckle is subject to the big arrow), and dress in bundles.

4. Female employees' hair is not shoulder-length, do not have weird hairstyle, do not leave long nails, do not dye nails, do not wear heavy makeup, and do not wear black or floral stockings.

5. Employees are not allowed to make up, pick their noses, scratch, sneeze, yawn or stretch in public, which will affect their image and behavior.

Fourth, the behavior requirements

1. Standing posture: Stand upright naturally, look straight at your eyes and smile, hang your arms naturally or cross your hands tightly, and hang in front of your body naturally.

2. Sitting posture: the upper body is straight, the shoulders are relaxed, and the hands are naturally placed on the knees. It is not allowed to lean back and forth in the chair and shake the legs and feet.

3. When walking, keep your eyes forward, keep your shoulders straight, and your arms naturally droop and swing. Men walk in parallel, while women walk in word and deed, without looking around, shaking hands or scratching their backs.

4. On various occasions, smile when you meet colleagues or users, and take the initiative to say hello.

5. Before entering other people's office or residence, you should tap three times with your hand and get permission before entering. After entering, don't flip the indoor items at will.

6, take the elevator to comity, go first, then go in, it is strictly prohibited to talk loudly in the elevator.

V. Requirements for answering the phone

1. All incoming calls should be answered after three rings.

2. After picking up the phone, greet briefly first, and report to the company department. The language is kind and soft.

3. Listen carefully to the other party's speech, record the reason, time, place and name of the other party's notice or message in detail when necessary, and repeat it to the other party.

4. After the phone call, thank the other person, and then put the phone down gently.

5. During office hours, it is generally forbidden to make (transmit) personal calls. In case of emergency, the call time shall not exceed 3 minutes.

6. When you make a phone call, you should sort out the phone content in advance, and the language should be concise and clear.

Six, handling complaints

1. Employees must be aware that the company's work is user-centered and must attach great importance to user complaints.

2. Listen to users' complaints carefully and patiently, and let users speak freely.

3. Seriously record the complaints in written form, and quickly and properly solve the problems complained by users or report them to relevant departments for solution.

4. When accepting complaints, you shall not alter, tear up or forge the complaint records involving yourself.

5. After investigation, the complaint is true and can be used as the basis for employees' reward or punishment.

6. We should thank users for their complaints and apologize for the incident. After handling the complaint, you should take the initiative to reply to the user to understand the user's satisfaction.

Seven, obey the leadership, obey the command

1. The company implements hierarchical management and post responsibility system. Employees at all levels are responsible to their immediate superiors, and the general manager is responsible to the head office.

2, managers at all levels should seriously obey the leadership's work arrangement and scheduling, finish the task on time, shall not contradict the superior, shall not delay, refuse or terminate the work without reason. If you encounter difficulties or dissatisfaction, you should ask for instructions and complain to the direct leader as soon as possible.

Eight, work hard and be polite.

1, pay attention to etiquette: it is the most basic attitude towards users and colleagues. Smile, use honorifics, with the word "please" on your head and "thank you" in your mouth. Say "hello" first when you answer the phone. Customer first, warm and polite.

2. Pay attention to efficiency: provide efficient services, pay attention to every detail of the work, worry about the urgency of users, and solve problems for users, thus winning the satisfaction of users and the reputation of the company.

3. Responsibility: Whether it is daily service or daily management, we should do our duty and make every effort to achieve satisfactory results, leaving users with a good impression of high efficiency and good service.

4. Cooperation is one of the important factors of management. Departments and employees should cooperate sincerely and should not shirk each other. They should work together to solve problems and maintain the reputation of the company.

5. Honesty and trustworthiness: Honesty and trustworthiness are the qualities that managers must possess. What is reported must be reported, mistakes must be corrected, false information cannot be lied about, and people cannot be whitewashed, duplicitous and framed. If the personal information provided by the employee to the company is inaccurate, resulting in personal rights and interests being damaged, the employee shall be responsible for it. The company will hold the employee responsible for the loss of the company's interests caused by this behavior.

Nine, rules and regulations, resolutely implement

1, get to and from work on time, so as not to be late, leave early or be absent without reason. Don't leave your post for no reason at work, and you must get the consent of your superiors before leaving your post.

2. Employees must be neatly dressed. Uniformed employees must wear work clothes in accordance with the regulations when going to work. You are not allowed to go out wearing or carrying company uniforms except on business or with approval.

3. The staff wardrobe is used to store work clothes, and toxic, flammable, explosive and prohibited items shall not be stored, and it shall be kept clean and tidy; Please don't store valuables and money in the closet. The company is not responsible for any loss. Adding keys is not allowed without permission. If you lose them, you should report them to the department and the security department immediately. It is not allowed to change the wardrobe without approval; The company has the right to check at any time.

4. For buildings with employee access, employees must go through the employee access after work and consciously accept the supervision and inspection of security personnel.

5. No employee shall give special preferential treatment and care to his relatives and friends by taking advantage of his authority or work.

Ten, take care of public property, pay attention to hygiene.

1. The uniforms, employee ID cards, wardrobe keys and other items issued by the company to employees shall be properly used and kept. If it is lost or damaged, it should immediately notify the department manager and report to the human resources department to apply for compensation and go through the formalities. All items must be returned when leaving the company, and those who have not returned shall be compensated according to the regulations.

2, take good care of all the company's work supplies, pay attention to the regular maintenance of all equipment.

3, open source and reduce expenditure, save water, electricity and consumables, are not allowed to take public property, are not allowed to throw useful public property into the trash can.

4. Be civilized and hygienic. Be friendly to people, speak politely, don't swear, don't spit everywhere, throw scraps of paper, peels, cigarette butts and sundries, and keep the environment clean and beautiful. When you see scraps of paper and sundries in public places, you should immediately pick them up or inform relevant departments.

XI。 term of service

1, said to visitors:

Hello, which building are you going to? "Please show me your certificate."

2. When no one answers the intercom, say to the visitor:

"I'm sorry, the person you are looking for is not in. Would you please contact him later? "

When visitors leave, they should say.

Thank you for your cooperation. Welcome to visit again. Goodbye.

4, said to the illegal driver

"Sorry, we are a one-way street here. Please drive in the specified direction."

"Thank you for your cooperation."

5, for illegal driving should say

"I'm sorry, no parking in the fire escape. Would you please park your car in the parking space? "

6. Tell others in the parking lot.

"Hello, to ensure your safety, please don't play in the parking lot."

"Thank you for your cooperation."

7. When the vehicle is driving, it should be said.

"Hello, your parking space charges RMB"

"This is your receipt. Have a nice trip. "

8, when the vehicle into the car should say

"Please lock the doors and windows, carry valuables with you, and don't put them in the car.