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客服中心工作手册2008--发布2008--实施合肥东宇物业管理有限公司发布目录1.客服中心岗位结构图······························42.客服主管岗位职责································53.客服前台岗位职责·······························64.办公内勤岗位职责·······························75.物业管理员岗位职责······························86.泳馆主管···································97.泳馆前台服务员································108.泳馆救生员·································119.办公环境管理规范······························1210.员工仪容仪表管理规范····························1311.员工行为举止规范······························1412.员工语言使用规范······························1513.员工电话使用规范······························1614.员工接待客户规范······························1715.客服中心值班与交接班作业规程·························1916.入伙操作规程································2217.入住操作规程································2418.装修管理规程································2619.楼宇巡查管理作业标准规程··························2820.违章处理作业标准规程····························3221.来电、来访操作规程·····························3622.投诉处理操作规程······························3823.回复、回访操作规程··································40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1/224.与客户沟通操作规程··································4225.内部沟通作业规程································4726.费用收取操作规程······························4927.费用催缴操作规程·································5028.费用管理作业规程······························5129.特约服务操作规程······························5230.重点户管理操作规程·····························5331.钥匙管理操作规程······························5832.车位租赁操作规程······························6233.数据统计及信息收集管理规程·························6334.资料管理作业规程······························6535.客户满意度调查作业规程·····························6836.社区文化活动管理标准作业规程·························7037.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前台收费员内勤物管员合肥东宇物...