XX物业管理有限公司客服中心工作手册完整版.docVIP

下载本文档

3
0
约4.18万字
约 83页
2015-07-29 发布于贵州
举报
版权申诉

XX物业管理有限公司客服中心工作手册完整版.doc

1、原创力文档（book118）网站文档一经付费（服务费），不意味着购买了该文档的版权，仅供个人/单位学习、研究之用，不得用于商业用途，未经授权，严禁复制、发行、汇编、翻译或者网络传播等，侵权必究。。
2、本站所有内容均由合作方或网友上传，本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺！文档内容仅供研究参考，付费前请自行鉴别。如您付费，意味着您自己接受本站规则且自行承担风险，本站不退款、不进行额外附加服务；查看《如何避免下载的几个坑》。如果您已付费下载过本站文档，您可以点击这里二次下载。
3、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等，请点击“版权申诉”（推荐），也可以打举报电话：400-050-0827(电话支持时间：9:00-18:30)。
4、该文档为VIP文档，如果想要下载，成为VIP会员后，下载免费。
5、成为VIP后，下载本文档将扣除1次下载权益。下载后，不支持退款、换文档。如有疑问请联系我们。
6、成为VIP后，您将拥有八大权益，权益包括：VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
7、VIP文档为合作方或网友上传，每下载1次，网站将根据用户上传文档的质量评分、类型等，对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档

客服中心工作手册 2008- - 发布 2008- - 实施合肥东宇物业管理有限公司发布合肥东宇物业管理有限公司客服工作手册章节号 0、1 主题目录版本/修订 1/0 页次 1/2 目录 1.客服中心岗位结构图······························4 2.客服主管岗位职责································5 3.客服前台岗位职责·······························6 4.办公内勤岗位职责·······························7 5.物业管理员岗位职责······························8 6.泳馆主管···································9 7.泳馆前台服务员································10 8.泳馆救生员·································11 9.办公环境管理规范······························12 10.员工仪容仪表管理规范····························13 11.员工行为举止规范······························14 12.员工语言使用规范······························15 13.员工电话使用规范······························16 14.员工接待客户规范······························17 15.客服中心值班与交接班作业规程·························19 16.入伙操作规程································22 17.入住操作规程································24 18.装修管理规程································26 19.楼宇巡查管理作业标准规程··························28 20.违章处理作业标准规程····························32 21.来电、来访操作规程·····························36 22.投诉处理操作规程······························38 23.回复、回访操作规程··································40 24.与客户沟通操作规程··································42 25.内部沟通作业规程································47 26.费用收取操作规程······························49 27.费用催缴操作规程·································50 28.费用管理作业规程······························51 29.特约服务操作规程······························52 30.重点户管理操作规程·····························53 31.钥匙管理操作规程······························58 32.车位租赁操作规程······························62 33.数据统计及信息收集管理规程·························63 34.资料管理作业规程······························65 35.客户满意度调查作业规程·····························68 36.社区文化活动管理标准作业规程·························70 37.家政服务作业规程······························72 合肥东宇物业管理有限公司客服工作手册章节号 0、2 主题岗位职责之客服中心岗位结构图版本/修订 1/0 页次 1/1 客服中心岗位结构图合肥东宇物业管理有限公司客服工作手册章节号 1.1 主题岗位职责之客服主管岗位职责版本/修订 1/0 页