What are the responsibilities of customer service staff in property management?

Responsibilities of customer service center

1 A special person is responsible for the file collection of team, individual and VIP guests, and the basic information list of the guests is entered immediately every day. For groups and individual travelers, the check-in date and serial number are the file number (for example, the file number of the first guest who checked in on February 14, 2004 is 0402 1400 1), and the file number of the guest is the card number.

The service center for the reception of visiting demolition work shall widely announce the office location and telephone number for accepting complaints, so as to facilitate residents' complaints.

When encountering residents' complaints, managers should receive them warmly, take the initiative to ask and explain them patiently and carefully. When there are rules and regulations that guests don't understand, they should be sensible and emotional, so that guests can understand and support the work of the service center.

The receptionist should record the problems mentioned in the guest's complaints and visits in time, conduct investigation and verification on the same day, and then report the results to the director of the responsible department; If it can't be solved, it is necessary to reflect the problems and opinions to the relevant departments, and the service center manager will decide the handling method.

When dealing with visits and complaints, we should be enthusiastic, proactive and timely, adhere to principles and highlight services; Don't pass the buck and embarrass the guests. After the processing, fill the processing result into the guest processing list, indicating the time, reason, recipient, processing result and so on. Used for records and return visits.

Return visit requirements:

The customer service center includes the return visit to the guests in the scope of duties and implements it in the annual work plan and summary assessment.

The customer service center should pay a return visit to potential customers such as individual customers and group customers on the second day after the guests leave the store, with a return visit rate of 100.

Listen to opinions with an open mind, accept criticism sincerely, adopt reasonable suggestions, and make a record of the visit.

During the return visit, if you can't reply to the guest's inquiries and opinions immediately, you should inform the scheduled reply time.

After the return visit, the opinions, demands, suggestions and complaints put forward by the guests again should be sorted out and studied one by one in time, and the solutions to the problems should be communicated and negotiated with relevant departments. Managers of relevant departments should feed back the results of the guests' handling, and sign the return visit form to prevent similar incidents.

It is necessary to inform the customer service phone number, the name of the returner and the discount for entering the store in time. Personal consumption when staying again can be regarded as the sales of customer service staff, and can be used as a bonus for the salesman's performance this month.

Everything is settled, everything is echoed, and you can't shirk, wrangle or pass the buck.

Take the initiative to greet visiting guests, be polite, smile, behave gracefully, speak clearly, use accurate and unambiguous words, and do not use indecent words.

When a guest has unreasonable words and deeds, he should be as tolerant as possible, patiently persuade, convince people with reason, and impress people with emotion. Don't use harsh words, let alone argue with them.

Customer service personnel enhance cohesion and establish

Combine large-scale activities with daily activities, enrich amateur cultural life, send greeting cards on guests' birthdays regularly, strengthen communication with guests, close the feelings between Bixi and guests, and strive for guests' participation and support, which will play a promoting role.