物业前台接待工作规程.docVIP

物业前台接待工作规程 物业前台接待工作规程提要：接待客户日常咨询、投诉、请修、办理入伙、车位办理、回访、特约服务、各类证件办理等工作；客户光临客服中心时，客服前台应起身“笑脸”相迎、问好如：“先生/小姐您好”，“我可以帮到您吗？ 源自于建筑资料 .0目的:建立客户与管理处之间的联系平台。 范围:客服中心前台工作。 职责:接待客户日常咨询、投诉、请修、办理入伙、车位办理、回访、特约服务、各类证件办理等工作; 方法和过程控制: 服务工作程序 客户光临客服中心时,客服前台应起身”笑脸”相迎、问好如:”先生/小姐您好”,”我可以帮到您吗?” 认真听取客户提出的咨询问题,使用服务用语”请稍等,我马上帮您了解一下。”如果查找时间过长,应说”对不起,让您久等了。” 如有访客到访,客服前台应起身”笑脸”相迎,要先问好,必须讲”请问先生/小姐找哪一位?”“请问先生/小姐贵姓?”等服务用语,必要时带路引见。 用户/访客离别时,要主动讲”再见”。 所有电话务必在振铃三响之内接听。 接听电话[[应先讲”您好”及报”xxxx”。必要时将用户提及的问题在〈用户投诉意见登记表〉上做好记录,采取相应的措施进行处理。 与用户或公司领导通话时,通话要简洁清楚,如有需要向对方复述一遍,并让对方先挂断电话后才算通话完全毕。 接待客户的原则: 对客户讲话时要用普通话或便于与客户交流的语言。 礼貌待客,使用文明用语。 安抚客户情绪,并保证全力解决他的问题。 做好相关记录。 处理投诉及事故原则: 对一般性投诉问题及突发事故,需做好与相关部门的协调,及时妥善处理。 对重大投诉问题以及重大突发事故必要时可及时向公司经理汇报。 参考资料: kH-21-R01《客户服务登记录》 源自于建筑资料 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological quality, psychological quality and image quality. Th