Basic behavior etiquette of property personnel

The etiquette image of property customer service is a reflection of the property's own image, demeanor and self-cultivation. Whether the property customer service understands and uses the basic etiquette in modern property customer service not only reflects the quality of the customer service itself, but also reflects the corporate culture level of the property company itself. The property management industry belongs to the service industry, and serving people is the main form of its activities. Therefore, it is of great significance to pay attention to politeness and etiquette when communicating with people and providing good service to customers. The following is what I arranged for you, I hope it will help you!

I. Expression

1. Smile, sincere, sweet, gentle, friendly and natural, giving people a pleasant and comfortable feeling just right;

2. Service enthusiasm and initiative. If you find the host or user approaching at work, you should stop your work, smile and ask the host or user if there is anything you need help with.

3. Accept the evaluation of the owners and users with an open mind; When the host and user leave, they should say goodbye with a smile.

Second, standing posture

1. The head is straight, the eyes are straight, the face is smiling, the lower abdomen is slightly retracted, the shoulders are flat and slightly backward, the right hand is placed on the back of the left hand, the jaws are clenched, and it is naturally placed vertically in front of the body;

2. Abdomen, chest and buttocks; Knees should be as close as possible, toes should be opened at 30 degrees, heels should be crossed, the center of gravity of the body should be vertically downward between legs, and the whole body weight should be evenly distributed on both feet, so don't press on toes.

Third, sitting posture.

1. When sitting, the posture is correct and the sitting posture is gentle;

2. Keep your head straight, your upper jaw slightly lean forward, look straight ahead and smile;

3. The upper body is straight, the body center of gravity is concentrated on the waist, the waist is straight, the hands are naturally placed on the knees, the legs are close together, the knees are close together, the calves are vertical to the ground, and the difference between the feet before and after placement is not more than half a foot;

4. Men are full and women are half full.

5. When sitting, don't lean back and forth on the chair, hold your chest with your hands, cross your legs or sit half-lying, and don't lie prone on the workbench or shake the tables and chairs to make noise.

Fourth, posture

1. When walking, walk with dignified posture, tall and straight upper body, and lean forward slightly for 3-5 degrees. Look straight ahead with both hands, chest out and abdomen in, shoulders relaxed and even left and right;

2. When walking, hands and fingers naturally come together, and arms naturally swing back and forth. The amplitude should not be too large, and the wrist should not be thrown hard;

3. When walking, the legs are straight but not stiff, the toes are straight, and the feet are parallel in a straight line. The stride length should not be too large, the stride frequency should not be too fast, and the pace should be light and steady;

4. When walking, don't put your hands in your pockets, and don't hold your chest with your hands or walk with your hands behind your back; Don't shake your head, whistle, snap your fingers or eat snacks while walking;

5. When walking with others in the workplace, don't walk around and play;

6. When walking, don't grab the road at will; Under special circumstances, you should signal others before crossing the line.

Verb (short for verb) gesture

1. Guiding gesture: fingers together, palms up, naturally rising from the front of the body, and straightening in the indicated direction. After straightening, the arm should be lower than the shoulder, while the upper body leans forward slightly, and the head leans in the direction indicated, indicating with eyes;

2. Conversation gestures: When talking with people, don't use too many gestures, too many movements, too many gestures, don't high-five, don't clap your legs, and don't dance.

Six, squat posture

The correct way is to bend your knees, keep your knees together, keep your hips down, and keep your upper body in a straight line, so that the squatting posture will be elegant and beautiful.

Details determine success or failure, and forming good habits starts from bit by bit.

What property service personnel must know.

First, noise disturbance.

1. If the construction unit may cause noise nuisance, explain the requirements to the construction unit in advance, and announce the construction items and construction plan to the customer in advance if conditions permit;

2. Security guards should pay attention to the noise generated around the property, such as the noise of machines, stereos and people, which will directly affect other customers;

3. Explain and stop any noise source caused by customers or decoration and maintenance construction, and notify the property department in time;

4, when receiving customer complaints or inspection found, must investigate the source of noise, explain to stop, and promptly notify the property department;

5. Users or construction units who still don't stop noise projects or reduce the volume after repeated persuasion should report to the management office and be punished according to regulations, and report to the environmental protection supervision department when necessary;

6. If the noise caused by the intentional gathering and harassment of foreign personnel seriously affects customers, and it is still not corrected after intervention, it shall notify the police for handling;

7, record all relevant information, fill in the accident report and submit it to the management office.

Second, do not listen to dissuasion.

1, when correcting violations, first of all, be kind, speak kindly, and convince people by reasoning;

2, for those who don't listen to advice, to find out the name, unit, timely report to the relevant departments, according to the nature and degree of things to make corresponding treatment;

3. In the event of a dispute, pay attention to grasp the policy, distinguish the situation and handle it flexibly. In case of the other party's insolence and abuse of security guards, corresponding countermeasures should be taken according to the seriousness of the case.

Third, drunken people make trouble.

1. If foreigners get drunk and make trouble, they must try their best to dissuade or prevent them from leaving the property area;

2, such as foreign drunkards beat or destroy public property, security can decisively take coercive measures, but be careful not to over-constrain, and can call the police for help;

3. When customers and guests get out of control after being drunk, the security guard should inform the property department to find out their identity and residence number, and try to persuade their relatives and friends to take them back to their rooms. When necessary, security guards can assist in monitoring and control;

4. For all kinds of drunken accidents that cause personal injury and property loss, security guards should take photos or videos, collect evidence, recover and investigate the responsibility according to the facts.

Fourth, mental patients.