二十三项物业服务工作程序和标准

<sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;box-sizing:border-box;letter-spacing:0.544px;text-align:justify;color:rgb(62,62,62);font-size:16px;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;font-family:微软雅黑;overflow-wrap:break-word!important;"><sectionstyle="margin:0px;padding:0px5px;outline:0px;max-width:100%;vertical-align:inherit;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;text-align:center;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">二十三项物业服务工作程序和标准<sectionstyle="margin:0px;padding:0px;text-align:justify;outline:0px;max-width:100%;box-sizing:border-box;letter-spacing:0.544px;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;overflow-wrap:break-word!important;"><sectionstyle="margin:0px;padding:0px5px;outline:0px;max-width:100%;vertical-align:inherit;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;text-align:center;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">一交接房屋</section></section><sectionstyle="margin:0px;padding:0px;color:rgb(51,51,51);font-size:17px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．业主身份</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">按开发商提供的业主清册，让业主出示身份证件及买卖合同，核实身份</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．业主相关资料</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">复印业主身份证，收集业主应该交与物业的通知及资料</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．业主填写《业主档案》</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">业主须填写完整，特别请业主留下紧急情况发生时通讯联系方式和生日</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．签署《安全责任制书》</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">向业主说明签署《安全责任制书》的重要性质</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．计算业主应交各种费用</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">从当日开始计算，预收半年。在《房屋交接表》上记录好起止时间</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6．请业主交费</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">收取相关费用</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">7．准备好业主钥匙、业主手册、装修手册</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">向业主说明钥匙使用方法，如有整改项目，征求业主意见，留一把整改。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">向业主简单介绍我们的公司及服务，说明我们的服务热线。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">8.向业主发放钥匙及有关资料,请业主在<文件签收表>上签字</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">9.在《房屋交接汇总报表》上作记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">每接受一套，即做登记；对未接房屋，作好原因登记。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">相关记录表格：《房屋交接表》、《业主档案》、《房屋交接汇总报表》、主清册、房屋交接验收表、交接遗留问题整改记录表、交房日报表交房文件签收表</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">相关文件：《安全责任制书》、业主手册、装修手册等</section><sectionstyle="margin:0px;padding:0px5px;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;box-sizing:border-box!important;overflow-wrap:break-word!important;"><sectionstyle="margin:0px;padding:0px5px;outline:0px;max-width:100%;vertical-align:inherit;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px5px;outline:0px;max-width:100%;vertical-align:inherit;line-height:25.6px;border-width:0px;border-style:none;border-color:initial;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">二办理装修</section></section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.业户提出申请，向业主说明所需程序和准备的资料</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">提前准备一份《装修申报须知》，给业主一份。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.指导业主填写装修申请表、装修承诺书</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．申请表和承诺书必须业主签字，如业主不能亲自来办理，须出示委托书。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3.收集业主及装修公司有关装修申请资料,核实是否符合规定</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.装修施工图纸，包括平面图、天花图、管线及电力、弱电布置图、剖面图等，加盖装修公司鲜章。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">装修公司负责人身份证、营业执照、施工资质证书复印件各一份，并加盖鲜章。并核实上述证书是否有效。如涉及商业性质或重点装修场所，还须提供设计资质证书。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．将装修申请资料整理成套,交工程部审批</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.在1个工作日内审批完毕，并通知客户；</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.客户部、工程部负责人或授权人审批签字。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．如涉及消防报建、结构改动、煤气改动等，须请业主向有关政府部门报批</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.如涉及，向业主说明；</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.准备好消防报建、结构改动、煤气改动等流程、申请表、所需资料、政府主管部门电话及地址等办事指南，方便业主办理。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6．通知业主审批情况，并请业主在审批表上签字确认</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.审批后，请业主认可审批内容并签字</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">7．签署装修管理服务协议</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.原则上装修管理协议由业主签字，但业主可通过《装修承诺书》委托装修公司签署。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">8．向业主说明装修中的禁止事项和注意事项</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.除了书面规定外，口头特别向业主强调现场防火、施工施工、搬运时间、施工秩序、文明安全施工等注意事项，及禁止改变外观、安装防护栏等禁止事项。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">9．业主交纳相关费用</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.收银员向业主出示公开收费标准，包括装修押金、管理服务费、清运费、出入证等收取标准，并解释各项费用收取之性质和用途。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.申请表上交费栏，由收银员按收费标准计算、填写，并收取。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">10．发放施工进场证，办理工人出入证</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．施工进场证上注明公司服务电话，以便装修工人紧急情况之需。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．贴于大门外。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．在《装修工人出入证办理表》上做登记。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">11．带领装修公司或业主到房屋作入场验收，双方签署《进场装修确认表》</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.装修前，带领装修公司作入场确认，避免设备设施损坏，责任不清扯皮。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">12．向其他部门发放《业主装修入场通知单》，客户中心做每日巡查</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．每入场一家，客户中心向其他部门签发《装修入场知会单》</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．每入场一家，客户助理做每日巡查，随时掌握装修动态。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">13．装修监管</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．客户助理、工程部、保安部每个部门每日巡视，并作记录。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．如发现轻微违章，及时向工人或负责人口头提出整改或警告；如严重违章，即拟写3份《违章整改表》，首先向业主电话通报，取得业主谅解和支持后，再向装修公司负责人通报。并将书面违章记录找两当事人签收。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．对违章按协议收取违约金的，在《违章整改表》记录，项目经理签字认可后，客户助理存档到业主档案内，以备退还押金时，予以扣除。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．违章材料、乙炔气罐、电焊工具等未经书面同意，不得入内。如需动火，必须严格办理《动火审批》。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．现场巡视签到表、巡视记录表由客户助理更换回收存档。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">15．受理业主装修中的合理诉求，积极协助业主装修，帮助解决有关需要</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.装修过程，既做到严格监管，又做到热情服务，积极帮助业主或装修公司解决有关需求。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">16．装修完毕，业主提出验收申请，安排工程部、保安部竣工验收，并做记录，对不合格施工向业主说明</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．业主填写《竣工验收表》。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．与业主约好具体验收时间。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．客户助理通知工程部、保安部负责人。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．对验收存在的问题，在表上记录。并向业主说明原因和整改措施、方法。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">18．自竣工验收之日起3个月以后，通知业主或装修负责人退还装修押金。退还时，须业主、装修公司、项目中心负责人三方进行退款验收签字，并作记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．退还时，确认有无引致公共利益、相邻业主利益受损，如违反禁止事项，漏水等。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．如装修公司提出退还，则需通知业主，由业主同意。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．客户助理负责办理退还，翻阅历史记录，扣除违章违约金及应付水电费等费用后，在表上记录应退费用。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．项目经理在退还同意表上签字。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．收银员作《押金退还备忘表》记录。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">相关记录表格和文件：装修管理协议、装修管理规定、装修申请表、装修承诺书、入场确认表、装修掌控表、出入证办理登记表、临时出入证、巡视签到表、巡视记录表、违章整改通知书、装修入场知会单、竣工验收表、安全防火责任制书、动火审批表、装修办理报表、押金退还备忘表</section><sectionstyle="margin:0px;padding:0px;color:rgb(51,51,51);font-size:17px;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">

三客户入住</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．确认</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．一般以客户搬家为准，并确认业主身份</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．若是租户入住，须向业主核实，业主出承诺书和房屋租赁协议</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．祝贺</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．客户助理向业主表达乔迁新居祝贺，并询问业主需求。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．若是VIP客户或公司实际需要，可送鲜花和贺卡祝贺。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．知会</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">向内部各部门发《入住知会单》，以重点服务，如楼层环境等。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．服务</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">告知客户服务电话及措施，协助解决电话、网络、有线电视开通事宜，办理车场月卡等。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．收费</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">收银员标注该户入住信息，开始特别留意收费时间段。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6．登记</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">客户助理在《客户入住记录表》上记录业主入住时间。如是租户，则请其填写《租户信息表》，提供户主有关身份证明。并签署《安全责任制书》，</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">7．入住更新</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">档案员将入住资料更新。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">有关记录和文件：入住知会单、客户入住记录表、租户信息表、业主承诺书</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px5px;color:rgb(51,51,51);font-size:17px;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">四物品放行</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．确认客户身份</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">核实携带人是业主还是租户，是小孩子、保姆还是公司职员等。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．确认放行物品名称</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">携带人申报搬运物品名称、数量。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．确认物品出门性质及原因</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.出门性质及原因有：搬家迁出、临时携带物品。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.如客户频繁、非正常临时搬运单件物品出门，则引起注意。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3.物品放行种类：限大件物品如家具、办公桌、电脑、电器、纸箱、大件包裹和袋子等。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．与收银员确认交费情况</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">搬家迁出的，需结清所欠费用，包括截止当日水电气、物管费用。否则，一律不得放行。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．与户主或业主核实意见</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.若是租户迁出，客户助理须电话向业主核实，征得业主同意。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.若非业主本人，如亲属、保姆、家政、劳务工等携带物品，应电话向业主核实，征得业主同意。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3.若是办公单位职员携带货物或物品出门，应电话向该公司负责人核实，征得该公司同意。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4.向业主之电话核实，应在《出门条》上做好记录，记录向业主去电时间及核实意见，以免日后扯皮。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5.如联系不上业主，暂不放行。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6．开《物品放行条》，经办人、业主和携带人分别签字</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.放行条记录完整、清晰，在空白处划线。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.客户中心经办人、携带人、业主三方签字。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">7．《物品放行条》存档</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.物品放行条一式二联，存档联由客服部档案员存档。客户联，由客户出门时交给保安。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">相关记录：物品放行条</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px5px;color:rgb(51,51,51);font-size:17px;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">五客户来电来访</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．起身站立迎接</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．三声之内接听电话</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.客户来访，客户助理（前台接待）立即放下手头工作，起身站立迎接，热情说“您好，有什事需要帮助的吗”，示意客户请坐。并主动送上一杯水。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.接听电话礼貌用语：“您好，世纪城物业服务客户中心”</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．倾听客户来访需求</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.认真听客户的意见或询问。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.重大、紧急、突发事件问题，立即报告上级领导。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．回答客户询问</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">对客户提出的需求或意见，做出满意答复或处理意见，向客户表示出客户中心很重视、很认真对待这件事情。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．作记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">在《客户来电来访记录表》上作记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">根据来电显示，记录好客户来电号码</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．送客</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">礼貌说“请慢走”</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6．跟进处理</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">对客户反映的问题及时回复或转报给其他部门处理，客户助理负责回答客户</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">相关记录：客户来电来访记录表</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px5px;color:rgb(51,51,51);font-size:17px;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">六客户需求、建议受理</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．礼貌热情受理</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">接到需求或建议，不能能当场给客户答复或处理完毕的，10分钟内转报相关部门处理。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">重大紧急、突发事件问题，立即报告上级领导。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">在《客户需求、建议受理表》上做记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．跟进</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">跟进、督促处理情况</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．回复</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">客户任何需求、建议在受理后1天内做出处理和回复；或在事前给客户承诺的时间内做出回复。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．整理、汇总、总结、存档</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">每周五下班前对本周受理事项汇总、报表</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">相关记录：客户需求、建议受理表</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px5px;color:rgb(51,51,51);font-size:17px;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">七投诉处理</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．接待、受理</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.在接待客户投诉时，请客户入座。耐心倾听客户投诉，不要随意辩解，听清内容，不要打断业主说话，更不能急于表态；</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.待客户讲完，要进一步问清有关情况；切忌与客户正面辩驳，应客观冷静地引导业主叙述清楚实际情况；</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3.受理客户投诉要一跟到底，直到问题得到解决并回复客户为止；对不能解决的投诉，应婉转地向业主讲清楚，并确定下次回复的时间。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4.对客户的投诉在充分了解情况后，应及时把处理的过程及结果清楚的回复客户，以表明客户的投诉已得到足够的重视和妥善的解决；</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5.处理客户投诉后，应把投诉的事项、处理过程及结果清楚地记录于业主意见受理表内，由客户加盖意见后收回存档。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6.重大投诉，必须马上报告部门主管或公司领导。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．界定投诉性质</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.投诉性质由项目主管界定。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.根据经验和实际情况，界定投诉是有效投诉还是无效投诉；若是无效投诉，也应该礼貌、耐心向客户解释清楚，消除误解。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3.若是有效投诉，则界定投诉轻重：重大投诉、重要投诉、轻微投诉。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4.重大投诉范围：</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">公司承诺或合同规定提供的服务没有实施或实施效果有明显差距，经客户多次提出而得不到解决的投诉。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">由于公司责任给客户造成经济损失或人身伤害、产生心理恶劣影响的。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">有效投诉在一周内得不到合理解决的投诉。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">涉及突然大面积停电、停水或设备设施突然停止运行，引致客户投诉的。

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">同时引起5个客户以上就同一事件投诉的。

其他公司认为系重大投诉的。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．重要投诉：

客户提出的合理需求，没有得到及时解决，严重影响客户正常办公和房屋使用的。

服务过失或员工服务态度恶劣，客户怨气非常大的。

其他公司认为是重要投诉的。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5、一般轻微投诉：

指因公司的设施、设备和管理水平问题、员工服务态度问题，给客户造成的生活、心理、工作造成轻微不便或影响，造成客户轻微怨言，可以立即较易通过改进而得到解决的问题。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．向客户作出初步处理或回复意见</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.能现场答复处理方式或结果的，可立即作出客户可能满意或需要的结果意见。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.不能及时作出明确处理意见的，给客户一个“受重视”和“尊重”的答复：“好的，我们接下来进行整改”，“我们下来立即调查”等。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．向上级或其他部门报告</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.接到重大投诉、重要投诉立即向上级报告，并根据实际情节和事件进展，由上级向公司领导报告。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.接到的投诉，首问责任人不能处理的，在接到投诉10分钟内转报其他部门。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">5．记录</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">首问责任人在《客户投诉、意见记录表》上记录。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">6．处理、跟进</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.客户助理（前台接待）填写完毕《客户投诉、意见记录表》。客户中心主管（经理）在《客户投诉、意见记录表》上签署处理意见。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.被投诉部门负责人在客户助理处领取《客户投诉、意见记录表》。按规定时效处理。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3.客户助理收到被投诉部门投诉处理的反馈信息后，将情况上报项目主管或经理，并在当天将处理结果及时回复给投诉的客户，并在《客户投诉、意见记录表》上注明回复时间。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4.投诉处理时限：</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">轻微投诉：能及时解决的，应立即解决或回复，或按客户要求的期限内处理完毕。如特殊情况，限半日内处理完毕，超时需经主管经理批准。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">重要投诉：一般在1日内处置完毕，超时需经管理部经理批准。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">重大投诉：应当在2日内给投诉的客户明确答复，解决时间不宜超过15日。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">7．回复处理意见</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.客户助理收到被投诉部门投诉处理的反馈信息后，将情况上报客户经理，经理同意处结果后，在当天将处理结果，以《客户建议/意见受理回复表》回复给投诉的客户。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">8．回访</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.在投诉处理完毕后，1天内客户助理安排回访。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.回访率100%。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">9．统计、报表</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.每周对投诉事件进行统计、分析，将统计、分析结果并填写《部门日、周汇报表》。</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px5px;color:rgb(51,51,51);font-size:17px;text-indent:0em;outline:0px;max-width:100%;font-family:-apple-system,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;letter-spacing:0.544px;vertical-align:inherit;box-sizing:border-box!important;overflow-wrap:break-word!important;">八客户回访</section><sectionstyle="margin:0px;padding:0px;text-align:justify;text-indent:0em;outline:0px;max-width:100%;letter-spacing:0.544px;vertical-align:inherit;line-height:25.6px;box-sizing:border-box!important;overflow-wrap:break-word!important;">

</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作程序</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">工作标准</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．回访范围确定</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.客户报修、客户投诉、客户意见、客户提出善意建议等处理、完成后需回访</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.安排的大型社区活动。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2．回访时间安排</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.报修、投诉、意见回访。</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.救助客户等事后回访，大型社区活动等事后回访</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">3．回访人</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1．客户助理负责回访</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">4．回访内容</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">1.询问客户我们处理好了没有；</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;box-sizing:border-box!important;overflow-wrap:break-word!important;">2.对处理满意否</section><sectionstyle="margin:0px;padding:0px;outline:0px;max-width:100%;vertical-align:inherit;text-indent:0em;bo