- 1、本文档共108页,可阅读全部内容。
- 2、有哪些信誉好的足球投注网站(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
查看更多
精品文档 精心整理
PAGE
精品文档 可编辑的精品文档
精品文档 精心整理
精品文档 可编辑的精品文档
物业公司客服中心工作手册
目录:
1、物业公司客服中心工作手册
2、物业公司经营发展中心工作手册
客服中心
工 作 手 册
合肥东宇物业管理有限公司 客服工作手册
章 节 号
0、1
主 题
目 录
版本/修订
1/0
页 次
1/2
目 录
1.客服中心岗位结构图······························4
2.客服主管岗位职责································5
3.客服前台岗位职责·······························6
4.办公内勤岗位职责·······························7
5.物业管理员岗位职责······························8
6.泳馆主管···································9
7.泳馆前台服务员································10
8.泳馆救生员·································11
9.办公环境管理规范······························12
10.员工仪容仪表管理规范····························13
11.员工行为举止规范······························14
12.员工语言使用规范······························15
13.员工电话使用规范······························16
14.员工接待客户规范······························17
15.客服中心值班与交接班作业规程·························19
16.入伙操作规程································22
17.入住操作规程································24
18.装修管理规程································26
19.楼宇巡查管理作业标准规程··························28
20.违章处理作业标准规程····························32
21.来电、来访操作规程·····························36
22.投诉处理操作规程······························38
23.回复、回访操作规程··································40
24.与客户沟通操作规程··································42
25.内部沟通作业规程································47
26.费用收取操作规程······························49
27.费用催缴操作规程·································50
28.费用管理作业规程······························51
29.特约服务操作规程······························52
30.重点户管理操作规程·····························53
31.钥匙管理操作规程······························58
32.车位租赁操作规程······························62
33.数据统计及信息收集管理规程·························63
34.资料管理作业规程······························65
35.客户满意度调查作业规程·····························68
36.社区文化活动管理标准作业规程·························70
37.家政服务作业规程······························72
合肥东宇物业管理有限公司 客服工作手册
章 节 号
0、2
主 题
岗位职责之
客服中心岗位结构图
版本/修订
1/0
页 次
1/1
客服中心岗位结构图
客服主管
客服主管
前 台
前 台
收费员物管员内 勤
收费员
物管员
文档评论(0)