What is the work content and process of real estate customer service?

1.0 The management regulations of the customer service department of the property management company aim to standardize the internal management of the customer service department and ensure that the work of the customer service department can be carried out efficiently and orderly.

2.0 Scope applies to customer service management office.

3.0 responsibility

3. 1 The manager of the property management company is responsible for inspecting and supervising the work of the customer service department.

3.2 The Minister of Customer Service is responsible for organizing the implementation.

3.3 The customer service personnel are responsible for the specific work of the customer service department.

4.0 Method and Process Control

4. 1 The work of the customer service department includes: repair application management, file management, charge management, warehouse management, key management, return visit management, complaint management, community cultural activities management, decoration management, etc.

4.2 Maintenance management

4.2. 1 The service reception administrator is responsible for recording the service contents in detail, conveying them to the maintenance department in time, and tracking and urging the maintenance work to be completed on time.

42.2 After receiving the residents' request for repair, the reception administrator shall immediately fill in the Residents' Repair Record Form; And notify the maintenance personnel of the maintenance department of the recorded maintenance contents (including account name, address, contact telephone number, maintenance contents, scheduled maintenance time, etc.). ) within the specified time; After the maintenance is completed, take back the maintenance task list and mark "Maintenance is completed in * * time" on the household maintenance record form.

4.3 Return visit management

4.3. 1 The customer service department is responsible for organizing and implementing the return visit.

4.3.2 The customer service supervisor shall designate a special person to be responsible for the return visit; According to the return visit time and return visit rate specified in the return visit management standard operating procedures; After the return visit, the return visit personnel should accurately and objectively record the return visit results on the return visit record form.

4.4 Archives management

4.4. 1 The customer service department is the main department responsible for the file management of the management office, and the person in charge of the customer service department shall designate a special person to be responsible (hereinafter referred to as the file manager).

4.4.2 Make an annual file inspection plan, and check it regularly, at least twice a year, and incorporate the file inspection plan into the annual work plan of customer service department.

4.4.3 When document changes are involved, the file manager of customer service department should sort out the changes at any time to ensure the timely effectiveness and confidentiality of the documents.

4.4.4 When consulting and borrowing files, except for special circumstances such as temporary inspection by the superior department of the company, it must be approved by the management office manager.

4.5 Key Management

4.5. 1 The customer service department shall designate a special person to manage the keys.

4.5.2 Key classification: owner's (resident's) key, public door and window key, computer room key and water meter box key.

4.5.3 Key identification: the owner's (resident's) keys are generally divided into five types: security door key, indoor door key, electronic intercom door key, water meter box key and mailbox key; * * * Doors and windows are identified by floors, and equipment rooms are identified by equipment.

4.5.4 The key elevator shall be made according to the regulations of the company.

4.5.5 Precautions for key keeping: No one may lend it in private name unless it is necessary for work, and the registration formalities must be strictly handled when lending it; A set of "emergency spare keys" should be reserved for each type of key to prevent the loss from being minimized in case of emergency, and the "Key Lending and Return Management System" should be strictly implemented.

4.6 Complaint management

4.6. 1 The customer service department is responsible for the reception, tracking, statistics and return visit of customer complaints.

4.6.2 The customer service department of each management office must accept customer complaints according to the time requirements specified in the service standard of this project.

4.6.2 After receiving the owner's complaint, the customer service personnel shall immediately fill in the owner's complaint record form and transmit the information to the relevant departments within the specified time. Other work in the process of handling shall be carried out in strict accordance with the Standard Operating Procedures for Complaint Handling.

4.7 Decoration management

4.7. 1 The customer service department is responsible for the decoration management, such as handling the decoration procedures and informing the decoration precautions.

4.7.2 In the Application Form for Home Decoration, the decoration change must be verified by the maintenance department (within the scope of not affecting safety) before the decoration formalities can be continued, otherwise the decoration cannot be carried out.

4.7.3 Customer service personnel shall collect management fees related to decoration according to the regulations of the property management company, and do a good job of verification and registration to avoid wrong collection and arbitrary collection.

4.7.4 After the decoration work, the customer service department shall organize the maintenance technicians to carry out the acceptance work.

4.8 Cost management

4.8. 1 The toll collector of the customer service department of the management office is responsible for the collection of various fees in the community, mainly including property service fees, collection and remittance, decoration management fees, etc. All kinds of property service charges should be clearly marked.

4.8.2 Management office toll collectors should do a good job of collecting, registering, verifying and handing in fees. Every month, according to the relevant financial knowledge, make a detailed report on the income and expenditure of this month.

4.8.3 After the fees are collected, no one in the management office may use them for other purposes, and offenders will be dealt with according to the company's financial system.

4.8.4 Various fees are charged and settled daily, and large fees are charged daily.

4.8.5 The management office manager should do a good job of supervision and inspection, and report any violation of the financial system in time.

4.9 The work of customer service department shall be recorded according to the regulations of the company.