[计算机]微软保安管理-Guard service complaint handling.doc

Purpose目的 This document aims to provide a guideline how to face and handle the complaint from customer during the servicer deliver. 本文旨在给保安员提供在服务期间如何正确对待和处理客户投诉的一个基本指引。 Scope范围 This policy procedure applies to all Microsoft facilities and premises in GCR. 本政策和程序适用于所有微软房地产和大中华区内的基地。 3. Definition定义 3.4 Security guards – The person from security service vender authorized by GCR Dept. 保安—大中华安全部授权的保安公司服务人员 3.5 GCR Security – the MS security organization whose responsibility cover all Great China Region指负责微软大中华区保安管理的组织 Roles Responsibilities任务和责任 GCR Security guard : GCR 保安 Statement of Policy政策综述 5.1 Sorts of complaint 投诉的种类 5.1.1 Quality of guard service 保安服务质量投诉客人对保安服务的礼仪、态度、服务方式等不满意而提出的相关投诉 5.1.2 Security management保安管理投诉客人对保安管理上不足、漏洞、方式等方面的投诉 5.1.3 Security system保安系统投诉保安对保安系统，如门禁系统、报警系统、闭路监控系统等存在的问题、不足、不当等提出的相关投诉。 5.2 Channel of complaint 投诉渠道 5.2.1 Verbal, such as comments, complaints makes the record and report to security supervisor/manager as soon as possible.口头投诉，例如建议、抱怨等作好记录并尽快汇报给保安主管及经理 5.2.2 Written complaint, such as email, letter etc. Forward the message to security supervisor and manager immediately. 书面投诉，如邮件、投诉信等将投诉信或邮件等信息立即转送保安主管和经理。 5.3 How to face and handle the complaint 5.3.1 Security guard/leader received the complaint from customer, whatever the complaint is right or wrong, don’t refute or argue with complainant, just listen at others with modest, and record the complaint then report to immediate supervisor/manager.如果保安/组长接到客户投诉，无论你认为是对还是错，除非是客户要求解释，否则不要反驳客人或与客人发生任何争执，应虚心听取他人意见，并事后将投诉记录下来，将投诉情况向保安主管/经理汇报； 5.3.2 After received the complaint, the security supervisor /manager should immediate conduct the investigation, and understand the root cause of the complaint, if it is misunderstand from the complaint, security supervisor/manager responsible for explain, if the complaint is the problem about quality of guard service, or management default or security system problem, security supervisor/manager should take immediate corrective action