Guide to property customer service

Chapter 1 Overview of Property Customer Service

Section 1 Property Services

First, the concept and content of property and property services

Second, the characteristics of property services

Third, the role of property services.

Section 2 Customer Service

First, the concept of customer service

Second, the basic connotation of customer service

Section 3 Property Customer Service

First, the concept of property customer service

Second, the composition of property customer service

Three, the main content of property customer service

Four, the factors affecting the property customer service

Verb (abbreviation of verb) Specific measures for property customer service

The fourth quarter psychological skills of property customer service

First, know your customers.

Second, the skills of talking with customers.

Third, customer relationship handling.

The exercises in this chapter

Chapter II Basic Qualities of Property Service Personnel

Section 1 Comprehensive Ability of Property Service Personnel

I. Professional quality

Second, the comprehensive professional ability and its composition

Section 2 Professional Ethics of Property Service Personnel

First, the basic knowledge of professional ethics

Second, the connotation of professional ethics of property service personnel

Section 3 Psychological Quality and Ability of Property Service Personnel

First, the general psychological quality requirements of property service personnel

Second, the personality, psychology and ability requirements of property service personnel

The exercises in this chapter

Chapter III Check-in Service

Section 1 Life Service Procedures

I. Overview of Accommodation Services

Second, the service process of people's lives.

Three. Matters needing attention in building repossession service

Section 2 Decoration Management Services

I. Overview of Decoration Management Services

Second, the decoration management service process

Three, decoration management service rules

Four, common problems and solutions in decoration management services.

The exercises in this chapter

Chapter IV Customer File Management

Section 1 Owner's Archives Management

Firstly, the concepts of archives and owner/user archives.

Second, the formation scope of the owner's file

Third, collect and accumulate archival materials related to the owners.

Four. Arrangement of owners' files

Verb (abbreviation for verb) updates the owner's file.

Preservation of owners' files with intransitive verbs

Section 2 Property Archives Management

First, the concept and function of property archives

Second, the property file filing requirements

Third, the filing time of property files

Fourth, the scope of property archives filing

Verb (abbreviation of verb) Collection and accumulation of property files

Arrangement of intransitive verb property files

Seven, the custody of property files.

Section III File Query Service

A, the flow chart of the query

Second, the way of file query and utilization

Three. The work of archivists

Section 4 Computer Management of Customer Files

The exercises in this chapter

Chapter V Customer Service Center Services

Section 1 Overview of Customer Service Center Services

First, the customer service center service concept

Second, the important position of customer service center

Three. The work of customer service center

Fourth, develop customer service center services.

Section 2 Information Services

I. Concept of information service

Second, the "call center" triggered the change of inquiry service.

Third, the inquiry service procedures and etiquette

Section 3 Letters and Visits Service

First, the concept of letters and visits and letters and visits service

Second, the channels of letters and visits.

Three. Procedures for accepting letters and visits

Section 4 Customer Complaint Service

First, the concept of customer complaint service

Second, the reasons for customer complaints

Third, the principle of handling customer complaints

Four. Methods and procedures for handling customer complaints

Verb (abbreviation of verb) matters needing attention in handling complaints

Six, the establishment of customer complaint system

Seven, the role of the call center in handling customer complaints.

The exercises in this chapter

Chapter VI Club Services

Section 1 Club Property Services

First of all, the concept of the club

Second, the type of club.

Third, the characteristics of clubs.

Fourthly, the significance of club service.

Five, the principle of club service

Section 2 Chinese food service

First, the way of Chinese food service

Second, zero service for Chinese food

Third, banquet service.

Section 3 Western Food Service

First, the way of western food service

Second, western breakfast service.

Third, zero service for western food

Section 4 Bar Service

First, the bar service procedures

Second, the bar service etiquette and standards

Section 5 Tea service

First, tea art and tea

Second, the method of tea tasting

Third, the teahouse service procedures

The exercises in this chapter

Chapter VII Entertainment and Sports Services

Section 1 Gym Service

First, the characteristics and facilities of the gym

Second, the gym service.

Section 2 Indoor and Outdoor Sports Services

I. Swimming pool service

Secondly, tennis court service.

Third, billiards room service.

Four, squash court services

Five, table tennis venue services

VI. Simulated Golf Room Service

Section 3 Entertainment Services

I. Song and Dance Hall Services

Second, the chess room service

The exercises in this chapter

Chapter VIII Conference Services

Section 1 Basic knowledge of conference services

I. Types of meetings

Second, the significance of meeting management

Third, the current situation of the conference market

Section 2 Preparation of Conference Services

I the concept of conference services

Second, the pre-meeting coordination work

Third, make a meeting reception plan

Fourth, hold a preparatory meeting before the meeting.

Five, the venue layout and meeting facilities and equipment preparation

Matters needing attention in preparing intransitive verbs before the meeting

Seven, the role of training employees

Section III Conference Service Procedures

I. Meeting welcome service

Second, the conference sign-in service

Three. Conference process service

IV. End of conference services

Verb (abbreviation of verb) Matters needing attention in venue service

Section 4 Conference Catering Service

First, the basic characteristics of conference catering

Second, the conference catering service procedures

Three. Matters needing attention in conference catering

The exercises in this chapter

Annex Property Management National Vocational Qualification Level II

National unified appraisal examination

Main references