客客户户服服务务工作手册工作手册目录公司名称：南充市嘉宏物业管理有限公司文件编号JHKH版本编号JHLI-6文名称件：客户服务工作手册（受控）生效日期2015-8-15页数共57页基础常识篇...................................................................4部门应知应会.................................................................4前台事务办理篇................................................................5一、客户服务前台装修备案办理流程............................................5办理装修业主和装修单位需提供的资料...........................................6装修备案办理.................................................................6装修延期办理.................................................................7装修保证金退还办理...........................................................8二、客户服务前台收费流程....................................................10前台收费流程................................................................10前台各项费用的收取方法......................................................10收费票据的填开..............................................................11收费责任须知................................................................12公司相关指导文件............................................................12三、客户服务前台入住办理流程................................................13顾客办理房屋交付时应携带的资料：............................................14房屋交付手续办理............................................................14转让房新业主入住手续的办理..................................................15三、客户服务前台信息传递流程................................................16信息收集渠道................................................................16信息传递原则：..............................................................17信息传递过程：..............................................................17未关闭信息的处理............................................................18四、客户服务前台物资搬运放行办理流程........................................18物资放行原则：..............................................................18物资放行手续办理：..........................................................19办理《物资搬运放行条》注意事项：............................................19五、客户服务前台IC卡业务办理流程...........................................20外部顾客IC卡授权办理：.....................................................20内部顾客IC卡授权办理：.....................................................20办理车场IC卡办理：.........................................................21IC卡授权操作注意事项：......................................................21投诉处理篇...................................................................22一、客户服务前台投诉处理流程................................................22客户投诉的分类..............................................................22客户投诉的处理原则及处理要领................................................23客户投诉的处理流程：........................................................24客户投诉回访................................................................25客户投诉信息的整理..........................................................26客户投诉档案................................................................26网上投诉处理.............................................
