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物业管理有限公司客服中心工作手册范本.doc

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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