Work content and operation flow of property customer service front desk

Work content and operation flow of property customer service front desk

Brief introduction: The Municipal Housing Construction Committee is responsible for the supervision and annual assessment of the city's property management project managers. County-level property management departments are responsible for the daily inspection, guidance and assessment of project managers within their respective jurisdictions.

Handle the check-in service for the owner.

① Verify customer information:

The owner himself handles: the owner's ID card, occupancy notice and house sales contract;

The owner entrusts others to handle it on his behalf: in addition to the above information, the client's ID card and power of attorney are also required;

Unit purchase: in addition to the above information office, unit certificate and personal identity certificate are also needed.

2 Fill in the information or sign an agreement: fill in the household registration form; Sign relevant regulations or agreements.

③ Distribute items and confirm: house key, household registration book and house water and electricity diagram.

④ Charge: Property management fee.

(5) house acceptance and rectification:

Maintenance department professionals carry relevant appliances to guide owners (residents) to press? Housing quality acceptance registration form? Check and accept item by item;

Check the base of water meter, electricity meter and gas meter, and confirm with * * * *;

Quality problems are recorded in? Housing quality acceptance registration form? , customer service center to fill in accordingly? Owner's maintenance registration form (maintenance order)? , by the maintenance department or management office to assist developers to repair engineering quality problems;

After the maintenance department passes the re-inspection, the customer service center will contact the owner in time to confirm the re-inspection time, and notify the maintenance department to accompany the owner for re-inspection at the appointed time;

Please invite the owner (resident) to be present after the acceptance? Owner's maintenance registration form (maintenance order)? Sign for confirmation.

⑥ House custody: sign a custody agreement; Check the readings of water meter and electric meter, and the water meter shall not exceed 5? , the meter does not exceed 20? ; The property management fee is charged at 70% of the total amount. Arrange personnel to conduct outdoor inspections on the trusteeship room every week and before and after heavy rain, and handle the problems in time and notify the owner.

⑦ Data archiving: occupancy notice, copy of owner's ID card, copy of client's ID card, unit certificate, household registration book and agreement.

Owner's decoration reception

(1) Identify the owner: check the ID card; If the owner entrusts others to act as an agent, it is necessary to provide the power of attorney and the trustee's ID card, and deposit a copy of the trustee's ID card together with the power of attorney in the household administration file.

(2) Filing: reiterate the renovation time and prohibited items to the owner and the construction team, sign the renovation agreement, and review the renovation plan; Involving the demolition of the main structure and obviously increasing the load, the applicant needs to apply to the real estate administrative department where the house is located.

(3) Certification: issue decoration construction permits and temporary passes to construction personnel, and make records.

(4) Charge: transportation fee for decoration garbage.

(5) Data archiving: the power of attorney, the copy of the trustee's ID card, the renovation agreement, and the main structure of the demolition have been approved by the real estate authorities.

(6) Notification: Notify the maintenance department and security department of the decoration user, and monitor and manage the decoration process.

Foreground operation

Skilled operation of the front desk is the most basic job of a property assistant. The front desk mainly includes receiving complaints from owners (tenants), sorting out and managing information of owners (tenants), answering telephones, issuing announcement, receiving visitors and issuing project orders.

First, receiving complaints from owners (residents) can be divided into effective complaints and communication complaints (complaints).

(1) Efficiency complaints include complaints from owners (residents) about dereliction of duty and violation of regulations of property management companies in management services (cleaning and vehicle management), arbitrary charges and equipment maintenance.

(2) Communicative complaints:

Help-seeking type: the owner (resident) has difficulties or problems that need help to solve (warranty service).

Consulting type: the owner (resident) has questions or suggestions to communicate with the management department.

Venting type: the owner (tenant) has some inner dissatisfaction and psychological imbalance due to dissatisfaction, injustice or misunderstanding, and asks to solve the problem.

If communication complaints are not handled properly, they will become effective complaints. Therefore, we should handle communication complaints carefully, and be careful not to make promises to the owners (tenants) easily when dealing with various complaints.

Complaint handling procedures: ① Make complaint records; ② Accurately judge the nature of the complaint; ③ Accurately judge the responsible department of the complaint; (4) Take the person in charge of the responsible department to the site to understand the situation; ⑤ The person in charge of the responsible department is the central figure who mainly deals with problems; ⑥ Return visit.

Communication complaint handling process: ① Make a good complaint record; 2 confirm the identity of the other party; (3) Check the payment of the complainant; (4) notify the relevant departments to handle or give a reply; ⑤ Return visit.

2. Organize and manage the owner's information: (1) classify and archive the old documents; (2) Update the owner (tenant) information; (3) manage all kinds of contract documents; (4) responsible for printing and filing.

Third, answer the phone, answer the phone procedures: ① report your address (building management office); (2) ask each other's identity; (3) Listen to each other's expressions; (4) Make records; ⑤ Answer relevant questions to the other party. If you can't answer on the spot, leave the other party's contact information; 6. Find relevant departments to solve after hanging up; ⑦ Return visit.

Fourth, open a release form, the process of opening a release form: ① The other party needs to show relevant certificates (ID cards); (2) Inquire about the payment of the other party; ③ Determine the items that the other party needs to release; (4) Confirm the identity of the other party, and call the owner to confirm whether to release it if necessary.

Verb (abbreviation of verb) receives visitors: ① Ask what you are doing here; 2 confirm the identity of the other party; (3) notify relevant departments; (4) lead visitors to the reception area and sit down; ⑤ Send tea.

6. Project billing: ① billing; (2) notify the engineering department; 3 sign and receive; 4 follow up; ⑤ Return visit.

Seven. Precautions at the front desk: (1) Pay attention to dressing neatly; (2) keep the front desk clean and tidy; (3) Skilled operation of office equipment; (4) Do not use office equipment such as computers, telephones, printers and photocopiers for non-work needs; (5) Pay attention to saving paper and energy; (6) Pay attention to manners.

Supervise and coordinate the work of the department.

1. Security Department: (1) Check whether the security personnel are properly dressed; (2) Check whether each post is normal; (3) Supervising comatose employees; (4) If nonconforming products are found, find the team leader to handle them or open an internal coordination sheet; (5) Follow-up inspection.

2. Engineering Department: (1) Supervise employees to handle engineering maintenance in time; (2) engineering follow-up; (3) return visit; (4) If any nonconformity is found, find the engineering supervisor to handle it or open an internal coordination sheet; (5) follow up.

3. Cleaning Department: (1) Check the sanitary conditions of buildings; (2) Supervise the cleaning process of the cleaning department; (3) Supervise the cleaning department to deal with health incidents in time; (4) If nonconformities are found, the head of the cleaning department shall handle them or draw up a list of nonconformities; (5) Follow-up inspection.

Fourth, greening: (1) Follow up the planting process of greening; (2) Supervise the maintenance of greening; (3) If it is unqualified, notify the greening company to handle it in time; (4) follow up.

Check regularly.

Daily inspection of buildings: (1) sanitary conditions; (2) check the public facilities; (3) check the bulletin board; (4) Check the patrol situation table and record book of the security department (5) Notify the relevant departments for handling in time if it is found unqualified; (6) Follow-up inspection.

Advertising space and warehouse management

External leasing, including advertising leasing, warehouse leasing and site use leasing.

1. Advertising for lease: (1) Negotiation; (2) Signing contracts; (3) advertising management; (4) charge advertising rent.

Second, the warehouse lease: (1) negotiation; (2) Signing contracts; (3) Warehouse management; (4) Collection of warehouse rent.

Iii. Use of the leased site: (1) Negotiation; (2) Sign a contract (and pay the site management fee at the same time); (3) Supervise and manage the use of the site.

Property service fee management

It is the right of the owner (resident) to collect management fees and put forward opinions, and it is the obligation of the owner (resident) to pay management fees; Owners (tenants) can give up their rights, but they must fulfill their obligation to pay management fees. The collection of management fees can be divided into door-to-door collection and telephone collection:

First, door-to-door collection: ① indicate identity and purpose; (2) If the owner (resident) has any questions about the management office, he can answer them on the spot. If you can't answer the question, leave the contact information of the owner (resident) (no promises can be made); ③ Record the collection of management fees; (4) Follow up the payment management of the owners (residents).

Second, telephone collection: ① identify yourself; 2 confirm the identity of the other party; (3) indicate the intention of calling; (4) Make an appointment with the owner (resident) to pay the management fee; ⑤ Make records; ⑥ Follow up the payment of management fees by the owners (residents).

pay a return visit

(1) The return visit handling rate of maintenance service reaches 100%. Return visit within 2 days after the maintenance of safety facilities; House leakage engineering maintenance, return visit within 3 days after leakage test; Visit other maintenance projects within 2 days. A return visit can be made at home or by phone. Inform the maintenance personnel to rectify the problems found in the return visit.

(2) According to the visit plan, the supervisor of the customer service center arranges relevant personnel to visit or contact the owners and residents by telephone; Distribute the owner's opinion questionnaire every year, consult the owner's opinion, collect it in time, make statistical analysis and report it to the director of management office.

(3) When talking with the owners and tenants or understanding the situation, the attitude should be warm and gentle, and the conversation should be work-centered. When expressing some opinions, explain patiently and clarify the reasons and basis of things. After the return visit, you should thank each other for their support and cooperation. Offer to leave, thank each other again at the door, and take the initiative to close the door for the residents.

(4) Record the return visit record in detail on the corresponding format table, record the handling opinions and results, and report to the supervisor of the customer service center.

(5) Summarize the return visit records at the end of each month and make statistical analysis. If there are many similar problems, write a statistical analysis report, which will be reviewed in writing by the supervisor of customer service center and submitted to the director of management office.

Community cultural activities

(1) Make full use of the existing bulletin boards, central squares, clubs, entertainment centers, tennis (basketball) courts, gymnasiums, libraries and other hardware facilities to carry out various community cultural activities.

(2) Publicity column: publicize policies and regulations related to property management, community dynamics, etc. , and advocate the owner to establish * * * management. Replace it every two weeks.

(3) Cultural activities: Organize various meaningful and distinctive cultural activities according to seasons, festivals and special anniversaries.

(4) Make an activity plan: determine the activity theme, activity items, expenses, location, time, participants, number of people, activity process, relevant department personnel to be cooperated, prizes, etc.

(5) Venue layout: The customer service center will jointly arrange the venue in advance with the maintenance department, security department and environment department.

(6) Division of labor: define the personnel in each position and the corresponding division of responsibilities, and prepare the required resources.

(7) Archiving: recording, photographing and videotaping various community cultural activities, and archiving and preservation.

Convenient service and entrusted service

1. Announce the convenience service project to the owners and residents.

2. The customer service center receives the owners or residents who need to provide convenience services according to the reception procedures.

3. According to the content of the convenience service or entrusted service proposed by the owner or the household, the receptionist of the customer service center makes an oral or written agreement with the owner or the household on the service details such as the project, area, time, cost and effect involved.

4. The receptionist of the customer service center will inform the person in charge of the relevant department of the convenience service or special service according to its nature, and the supervisor will arrange the personnel to come to the door at the time agreed with the customer.

After the service is completed, the owner or tenant will check and accept the service. After the service is qualified, the agreed service fee will be charged and the bill will be issued.

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