处理业主投诉7大攻略

攻略一弄清投诉定义<sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">众所周知，物业管理是寓服务、管理、经营为一体的服务性行业，而作为服务性行业的物业服务企业要想杜绝业主住户投诉是完全不可能的。你做得很出色，业主住户不一定会赞扬你，而一旦你做得不够好，业主住户就一定会投诉你。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">为何投诉呢？它是指业主住户（即物业所有人和使用人）在使用物业或享受服务的过程中，由于对房屋质量、设施设备运行、毗邻关系以及服务质量、服务态度等产生不满情绪或抱怨，而提请物业服务企业解决处理，或者直接向有关主管部门反映的行为。处理投诉，是物业服务企业日常管理与服务工作的一项重要任务，也是与业主住户直接交流与沟通的最佳方式。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;box-sizing:border-box!important;overflow-wrap:break-word!important;">攻略二剖析投诉成因</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">俗话说：“金无赤足，人无完人”，尽管物业管理公司尽心尽力、尽职尽责，但也不可能把工作做到十全十美，无懈可击。因此，投诉也就在所难免。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section>

产生投诉的原因，可以归纳为以下几点：

1、房屋质量方面：如房屋渗水、内外墙体开裂、管道裂缝或堵塞、下水道不畅通等等。

2、物业配套方面：如水电、煤气或有线电视、防盗系统等未到位，垃圾房布置不合理，没有足够的车辆停放场所，没有休闲与娱乐场所或活动室。

3、设备设施方面：如电梯经常出故障，防盗门禁电子系统无法正常使用等。

4、管理服务方面：主要包括服务态度、服务时效、服务质量、所提供的服务项目等。

A、服务态度：如物业管理人员礼仪礼节欠佳，出言不逊，态度生硬，横眉冷眼等。

B、服务时效：如工作效率低、处理问题速度慢，维修不及时，办事拖拉等。

C、服务质量：如人身、财产的安全得不到保障，环境卫生脏、乱、差，绿化区域内杂草丛生，维修返修率高等。

D、服务项目：主要是指物业服务企业所提供的物业服务项目单一，不能满足各类不同层次业主的需求。

5、管理费用方面：主要是对物业管理服务费、各种分摊费用等感到不满：如认为物业管理费太高，各类公共能耗等费用的分摊不均或不合理等。

6、突发事件方面：如突然停电，被困于电梯，室内被盗、家室浸水，遭受意外的火灾、车辆的丢失、私人物件被损等。

7、相邻关系方面：主要是由于业户与相邻业户之间产生的矛盾协调不成而转至物业服务企业的各类投诉：如漏水、噪音等等。<sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;box-sizing:border-box!important;overflow-wrap:break-word!important;">攻略三洞察投诉动机</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">充分了解物业管理投诉者及其心态是物业管理从业人员处理物业管理投诉的关键所在，知己知彼，才能百战不殆。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、投诉者的类别：</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">A、职业投诉者。这些人不间断地以不同的理由进行投诉，希望通过这样的途径能直接或间接的获得经济上的更多的收益或补偿，以及为其提供超高的服务水准。投诉的内容往往是小问题，但投诉者总是试图以之夸大。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">B、问题投诉者。在物业管理投诉项目中，绝大多数都属于这一类，他们对所出现的问题感到不满，但不想小题大做只想将问题或不满通过各种有效途径进行反映，以求得到妥善处理。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">C、潜在投诉者。这类投诉者有其合理的投诉事由，但出于某种原因的考虑并不想进行投诉，尽管有时也会向自己的亲朋好友“诉苦”或不间断地发牢骚、埋怨。此类投诉者只有在被“逼上梁山”才会转为问题投诉者。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、投诉者的心态：</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">心态之一：求尊重。这主要是指那些有身份地位、有财富及其他类型（如自我感觉良好等）的业主，他们往往口气大，来势猛，有时甚至还大吵大闹，盛气凌人。他们力图通过这一系列行为向物业服务企业提示：你要关注我、尊重我、要不折不扣的为我办事等。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">心态之二：求发泄。这种心态类型的业主，由于他在工作上、家庭生活中受到不同程度的委屈，造成心理上的偏差或不平衡，想通过对某一件小事甚至想尽办法寻找投诉点，发泄心中的郁闷或不快，以此来满足心理上的安慰。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">心态之三：求补偿。“表里不一”是这种类型业户最好的心态表述。这种人来势往往不凶猛，来了以后并不是单刀直入，而是甜言蜜语、夸这赞那，弄的物业管理人员晕头转向，在未来得及还神时，突然直截了当地反转话锋，正式切入主题，目的是要获得经济上的补偿。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">心态之四：求解决。业户确实遇到问题，希望通过物业服务企业帮助或协调解决。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;box-sizing:border-box!important;overflow-wrap:break-word!important;">攻略四理性对待投诉</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">物业管理投诉并不可怕，而且可以说它是不可避免的，我们应该以一种正确的心态去理解与善待业户的各类物业管理投诉：</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、接待与处理各类物业管理投诉，是物业管理和服务中重要的组成部分，也是提高物业管理服务与水准的重要途径。通过处理好物业管理投诉，不仅可以纠正在物业管理与服务运行中所出现的各项失误或不足，而且还能够维护和提高公司的信誉和形象。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、受理及处理业户的投诉，对物业服务企业来说，并非愉快之事，但若能正确看待物业管理投诉，并把它转换为一种消除误会、改善管理、加深与业户沟通与联系的机遇，坏事也变为好事了。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">3、在物业服务中，管理运行的好坏、服务质量的优劣等，业户是最具有权威的评判者，他们的投诉往往暴露出公司在物业管理与服务过程中存在的缺陷（不合理投诉或无效投诉之外），公司也可以从中窥见业户的需求是什么，期望值是什么，从而便于更好的开展工作。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">4、物业公司如果对业户的投诉置之不理、敷衍了事，那么非但解决不了问题，而且有可能将问题扩大化。既影响业户的正常工作与生活，又给工作带来新的难度。甚至导致业户拒交物业管理费，直接影响了企业的经济效益。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">5、企业管理中有这样一条规律：一百减一等于零。用在物业管理中，可以有两种理解。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">其一：物业公司所做的工作，可以让一百位业户感到满意，但因一时疏忽而导致其中之一名业户不满意，那就会前功尽弃。这一次的劣质服务将会通过“公关效应”在业户中传播。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">其二：业户所感知到的服务不可能是全面的、整体的，他们的投诉得不到认真对待或重视，就会把那一次仅占百分之一的不良服务直接归咎于公司的整体服务水准上，那样的话，即使你管得再怎么好，服务水平再怎么优秀，也无法改变其持有的想法，从而直接影响企业辛辛苦苦极不容易创建起来的良好声誉与品牌效应。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;box-sizing:border-box!important;overflow-wrap:break-word!important;">攻略五把握处理原则</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">物业服务企业在受理业户投诉时，除了要做到文明礼貌、热情友善、耐心周到、语言恭谦等服务规范外，还要应遵循以下原则：</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、责任原则：即“谁受理、谁跟进、谁回复”。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、记录原则：即对每一起物业管理投诉都需要作出详细记录，通过记录，不仅接受处理的物业管理人员本身对投诉事件一目了然，而且归档后可以总结物业管理投诉处理的经验。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">3、及时原则：一旦出现投诉，物业管理员要尽快采取措施予以解决，对一时无法解决的问题，在事先给予业户说明之外，要约时处理，时时跟进，力争在最短的时间内全面解决问题，并给业户一个及时的圆满答复。对于不属于物业管理公司责任的问题，也要给于及时的回应和解释。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">4、彻底原则：物业服务企业在接受与处理业户的物业投诉的前后过程中,要“从一而终”、“治病治根”，彻底解决业户的投诉，切勿零零碎碎、虎头蛇尾。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;box-sizing:border-box!important;overflow-wrap:break-word!important;">攻略六丰富处理技巧</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、倾听，不与争辩</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">投诉时，一定要以平静关切的心态，认真耐心地听取业户的投诉，让业户清楚地将投诉的问题表述完整。在倾听的同时，要用“是”、“对”、“确定/确实如此”等语言，以及点头的方式表示自己的同情，不要随便打断业户的说话。因为中途打断，会使业户认为其得不到应有的尊重。与此同时，物业管理员还可以通过委婉的方式不断地提问，及时弄清投诉的根源所在。对那些业户的失实、偏激或误解投诉，物业管理员千万不要流露出任何不满、嘲弄的情绪，要对业户的感受表示理解，争取最大限度地与业户产生感情上的交流，使业户感受到物业管理企业虚心诚恳的态度帮他的忙。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、记录投诉内容</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">在仔细倾听业户的物业管理的投诉的同时，还要认真作好投诉记录，尽可能写得详细点、具体点。因为做好记录，不仅可以使业户讲话的速度由快减慢，缓冲其激动而不平的心情，这还是一种让业户感到安慰的方式。当听完以及记录完业户的投诉之后，物业管理员对业户所投诉的内容以及所要求解决的问题复述一遍，看看是否搞清楚了业户的业户所投诉的问题所在，以便进一步进行处理解决。对业户的遭遇或不幸表示歉意、理解或同情，让业户心态得以平衡。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">3、换位思考，将心比心</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">物业管理员要有“角色转换”、“将心比心”处理投诉的心态，转换一下位置，设身处地从业户的角度看待其所遭遇到的麻烦和不幸，安慰业户，最大限度地接近与业户的心理距离。正如一位很有经验的公关专家所述的那样：在与顾客的接触中，应该表示自己很能理解顾客的心情，尤其是在顾客生气、发怒时，更应该说些为顾客着想的话，这种与顾客心理上的沟通往往会使双方的关系发生微妙的变化，从而敌对双方转向合作，从僵硬转向融洽，从互不让步转向相互让步，如此才有利于问题的解决。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">4、分清投诉类别，判定投诉性质</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">首先应确定物业管理投诉的类别，是对政府部门和公共事业单位的投诉、对小区内其他业户的投诉、对发展商的投诉，还是对管理处的投诉。然后判定物业投诉是否合理，如投诉不合理，应该迅速答复业户，婉转说明理由或情况，真诚求的业户的谅解。同时要注意：对业户的不合理投诉只要解释清楚就可以了，不要过多纠缠。如属合理有效的物业管理投诉，一定要站在“平等、公正、合理、互谅”的立场上提出处理解决意见，满足业户的合理要求。在着手处理解决问题时，注意要紧扣所投诉的问题点，不随意引申。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">凡是具备以下特征的投诉，公司将其定性为重大/严重投诉：A、对同一事项投诉的业户达到5户以上；B、投诉的内容涉及的住户较多；C、投诉的影响较大（影响公司声誉）；D、投诉涉及重大人身、财产利益。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">5、明确回复时限，按时处理完毕</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">拖延处理业户的投诉，是导致业户产生新的投诉根源。及时处理是赢得业户信赖的最好方式。同时还要特别注重物业投诉处理的质量，这直接关联到物业服务企业的声誉与形象，弄不好还会好事变成坏事，使业户失去对物业服务企业的信任。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">一般属业户对管理处的投诉，务必在24小时内予以处理并回复业户；属业户之间的投诉，务必在3个工作日内予以答复业户；属业户对政府部门和开发商的投诉，务必在7工作日内予以协调并回复业户。对一般职能部门的事务（如停水、停电）则需于24小时内回复，并作回复记录。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">对于重大/严重投诉，如管理处接获，应于15分钟内填写《紧急/重大投诉事件处理记录表》通知管理处负责人。安排投诉处理专责人员，并将调查情况以书面汇报总经理，做好跟踪处理结果的记录。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">6、反馈处理结果，张贴投诉公告</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">物业管理投诉处理完毕后，物业服务企业把投诉处理的结果以投诉公告、走访、电话等方式直接反馈给业户，这是处理物业管理投诉工作的重要环节。倘若失去这一环节，则表明物业服务企业所做的一切努力与辛苦的工作将付诸东流。回复业户可以向业户表明其投诉已得到重视，并已妥善处理。从另一个角度说，及时的回复也可显示公司的工作时效。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">按投诉规定，投诉公告的内容应包括：受理投诉的时间、投诉业户的区域范围、受理投诉的事项、处理办法、处理结果、回访业户情况、根据投诉事项提出注意事项、投诉处理时限、投诉接待人、投诉处理跟进人、投诉处理负责人。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">7、总结经验教训，完善服务工作</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">处理完投诉，并不意味着一切就结束了，还应该将每月发生的投诉案例进行分类、汇总、分析，对投诉的处理方法进行评价、检讨，总结教训与经验，完善和改进管理及服务工作，从中积累处理各案的经验。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-align:center;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;box-sizing:border-box!important;overflow-wrap:break-word!important;">攻略七减少投诉的途径</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、建立和完善各项管理和服务制度，并严格按工作规程和规范开展工作，这是减少投诉的关键。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、加强与业户或用户的联系与沟通，经常把有关的规定和要求通过各种渠道传达给用户，使业户或用户理解、支持和配合，这是减少投诉的重要条件。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">3、利用各种形式，加强对物业从业人员的培训，提高员工的服务意识、服务技能以及预见能力，这是减少投诉的保证。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">4、加强巡视检查力度，及时发现和解决问题，把事态控制在萌芽状态，使管理尽善于“零缺点”或“无缺陷”的尽善尽美状态，是减少投诉的根本。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;"></section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">5、适应社会不断的发展，寻找新的服务方式和方法，这是减少投诉的前提。</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px16px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;max-width:100%;font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">物业管理公司应注重研究用户的潜在需要，具有超前的思维和“超前服务”意识，既要“想用户之所想”，又要“想用户之未想”，不断创新，提供更完善的管理和更便利的服务，才能获得用户长久的满意和支持，从而减少投诉。</section>