平顶山金世纪物业服务有限公司客服部工作手册编号:JSJ-OM-PM-01版本/状态:A/0编制:审核:批准:生效日期:二〇一六年二月八日0平顶山金世纪物业服务有限公司平顶山金世纪物业服务有限公司编制目录1.0质量方针与目标····························22.0客服部职责······························23.0组织架构·······························34.0客服部岗位职责····························35.0部门制度·······························75.1劳动纪律·····························75.2礼仪规范·····························85.3会所/板房迎宾服务规范······················125.4接听电话规范···························155.5接待用语规范···························165.6标识管理制度···························185.7例会和培训制度··························185.8巡检制度·····························185.9前台管理制度···························185.10业户档案管理制度·························195.11钥匙管理制度···························205.12物品出入管理规定·························205.13通告发放管理规定·························205.14投诉处理和回访规定························206.0作业流程······························226.1入伙流程·····························226.2装修管理流程···························236.3报修服务流程···························246.4投诉处理及回访流程························241平顶山金世纪物业服务有限公司6.5费用账单发放、催缴流程······················256.6业户迁出服务流程·························256.7社区文化服务···························266.8增值服务·····························276.9特约服务·····························276.10满意度调查及质量控制流程·····················352平顶山金世纪物业服务有限公司1.0质量方针与目标金世纪物业服务有限公司的质量方针：专业规范可持续增长金世纪物业服务有限公司的质量目标：年度客户服务满意率：95%以上月报修处理满意率：100%月投诉处理率：100%月投诉回访率：100%月度记录、资料保存完整，及时归档，归档率：100%年度管理费用收缴率：98%以上2.0客服部职责1)负责服务实现的策划，以及新增加服务项目的计划制定、可行性论证、整体形象策划和安排；2)负责服务实现的提供，以及服务过程、服务质量的测量和控制；3)负责工作计划、总结、规章制度、月度报表等各类文件的起草、审核、打印、复印、分发和登记工作；4)负责例会会议纪要的整理，严格执行保密制度，做好各项保密工作；5)负责公共区域的巡查及办理楼宇公共财物保险和公众责任险；6)负责业户档案、智能卡、钥匙等资料和物资的管理，以及本部门记录管理；7)负责接听电话、接待来访，处理报修和投诉；8)负责与客户沟通，收集客户对服务中心的意见与建议，接待并协调处理客户投诉进行统计分析，满足客户提出的合理要求；9)负责办理入住、装修、退租等手续，以确保相关工作得到有效控制及提供满意服务；10)负责二...
