物业处理投诉的流程与技巧

"用户至上，专业服务"是所有物业公司的服务宗旨，要使用户满意，除了要提供优质高效的服务外，还要正确处理好用户的投诉。下面是小编为大家收集关于物业客服处理投诉的流程与技巧，欢迎借鉴参考。<sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">

一、投诉定义</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">用户因对物业管理企业的服务需求或不满等，通过各种方式向有关部门反映的行为，称之为投诉。用户投诉的方式包括来电、来访、来函、其它(如登报)等。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">二、用户投诉的分类:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、按投诉的性质分:有效投诉与沟通性投诉</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1)有效投诉:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">有效投诉有两种情况:用户对物业管理单位在管理服务、收费、经费管理、维修养护等方面失职、违法、违纪等行为的投诉，并经过有关行业主管部门查实登记的。用户向物业管提出的管理单位或管理人员故意、非故意，或失误造成用户或公众利益受到损害的投诉。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2)沟通性投诉:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">求助型:投诉者有困难或问题需给予帮助解决的。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">咨询型:投诉者有问题或建议向管理部门联络了的。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">发泄型:投诉者带有某种不满，受委屈或误会等造成的内心不满，要求把问题得到解决的。沟通性的投诉若处理不当，会变成有效投诉，所以必须认真处理沟通性投诉。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、按投诉的内容分为:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1)对设备的投诉:用户对设备的投诉主要包括:空调、照明、供水供电、电梯等等，即使我们建立了一个对各种设备的检查、维修、保养制度，也只能养活此类问题的发生，而不能保证消除所有设备潜在的问题。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2)对服务态度的投诉:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">用户对服务态度的投诉主要包括:不负责任的答复行为，冷冰冰的态度，爱理不理的接待方式等。由地管理人员与用户都由不同个性的人组成，所以任何时间，此类投诉都容易发生。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3)对服务质量的投诉:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">用户对维修的质量、邮件未能及时送到用户手中，都属于对服务质量的投诉。减少用户对服务态度与服务质量的投诉的最好方法是加强对服务人员的培训。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4)突发性事件的投诉。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">三、正确理解用户投诉</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、下面是一些值得我们得视的数据:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">对服务不满的用户:96%会静静地离开，91%永远不会再回来，80%的此类用户将不满意的服务活动向8至10位朋友诉说，20%的此类用户更会向20个友人讲述。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">为何用户会离开:3%因搬迁而离开，5%因建立新的友谊关系，9%因更好更优的选择，83%因管理者的服务不专业或恶劣的待人态度。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">想离开的用户会留下吗?70%会!假如他们的投诉问题被妥善解决后，95%的用户将会留下!假如他们所投诉的问题即刻得到解决，平均每一位投诉者将会对其5位朋友讲述自己的投诉及事情最终的解决办法。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、我们该如何理解投诉?</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1)投诉能指出在服务过程中应改善的环节。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2)投诉其实是用户给予我们再度提供应改善服务的机会，使用权有意见用户重新接受我们。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3)投诉给我们机会去令用户忠于我们。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">四、如何处理用户的投诉?</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1、处理投诉的基本原则:</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1)真心诚意地帮助用户解决问题</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">用户投诉，说明工作尚有漏洞，说明用户的某些要求尚未被重视，每个人都应理解用户的心情，努力识别及满足他们的真正需求，满怀诚意地帮助用户解决问题。只有这样，才能赢得用户的信任与好感，才能有助于问题的解决。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2)把"对"让给用户</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">用户因为不满才会来投诉，往往用户的情绪会失控，这时，我们不该失控，要从对方的角度去理解问题，即使用户言谈中有不对的，也要把"对"让给用户，与用户争议会激发矛盾。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3)不损害公司的利益</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2、处理用户投诉的程序</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">从投诉的开始到结束，是一个牵涉面相当广而又一环扣一环的过程:接诉--聆听--判断处理--回访--总结。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1)接诉</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">礼貌是做好投诉处理工作的基础。投诉接待环境是影响处理工作的第一关。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2)聆听与记录</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">诚意听取用户的投诉。认真记录事故的要点。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3)判断、处理</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">感谢用户的关心和爱护。快速判断、迅速反映、及时处理。经过判断分析，当找到问题所在，应以积极的正面态度回应用户，如告诉他会怎样处理等。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4)回访</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">是建立信任，弥补因种种原因造成失误的重要环节，也是检查工作质量，与用户沟通，搞好关系的最好机会。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5)总结</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">发生这次投诉的原因是什么?从这次投诉处理中学到了什么?在从今后的工作中怎样才能避免类似情况的发生，需要作哪些方面的调整。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3、安管员处理投诉技巧</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1)处理投诉的准则:接到任何投诉时，必须坚持耐心和礼貌，诚心与合作，以及运用机智去处理每一项投诉.并向对方解释处理的方法和过程.</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2)处理投诉的方法:接到任何投诉时，在任何情况下必须必须以礼相待，记录投诉者的要点.</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3)处理投诉是一个最主要的服务工作，是服务素质的综合体现，处理要得体到位，具体表现在(五清楚一报告):</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">①听清楚?—对业主投诉的事情要保持镇静，耐心倾听客人的投诉内容。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">②问清楚?—对业主投诉反映的事情要问清楚，什么时间、地点，反映事情的详细经过，当时没听明白的及时请业主进行重复一遍，态度要诚恳、委婉。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">③记清楚?—对业主投诉的内容作好记录留下投诉人的姓名、电话等，了解事情细节、分析产生投诉的原因。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">④跟清楚?—对业主投诉的内容反馈给相关部门，回复用“一站式”的服务方式，以最快的速度解决，应做到客观全面、耐心到位。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">⑤复清楚?—对投诉的内容，有时效性承诺的，误必要解决快，尽力满足顾客的要求，在处理整个过程中应保持礼貌友善和谅解的态度，如果是因别的原因暂时无法给投诉人有一个满意的答复，应尽量和业主解释，直到满意为止。</section><sectionstyle="margin:0px0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-size:17px;text-align:justify;min-height:1em;transition:margin0.1slinear0s,padding0.1slinear0s,width0.1slinear0s,height0.1slinear0s;font-family:"PingFangSC","HiraginoSansGB","MicrosoftYaHei","WenQuanYiMicroHei","HelveticaNeue",Arial,sans-serif;letter-spacing:0.5px;line-height:1.75em;box-sizing:border-box!important;overflow-wrap:break-word!important;">⑥报告?—对业主/住户投诉的内容和处理结果，及时汇报给部门领导和相关人员，也让领导知道这回事，同时也是对领导的尊敬。</section>