Property management is complained, also say property is complained, door of course of study is complained, it is to show property holder is mixed use person, move as a result of facilities of building quality, facilities in the process that property is used or enjoys a service, daily with all sorts of special service, grievance that border the reason place such as the relation gets or dissatisfaction to property management the enterprise puts forward indictment, request the action of processing.
Had handled property management to complain, it is property management company one of be engaged in property management and servive routine main task, also be with door of course of study is direct communication, communication optimal way.
Property management is collect service, management, run the service type business that is an organic whole, and it is completely impossible that the property management company that serves as service type business wants to put an end to property management to complain, place of logion of sale of no less than is told " a piece of paper is lain between only between acknowledgment and dissatisfaction " .
One, the reason that property management complains generation
1
The element of property layout, form a complete set and building quality respect.
It is door of course of study design, of all kinds to the integral layout of property, environment form a complete set feel malcontent: If afforest is enclothed rate is little, tree of flowers and plants grows a capacity little or breed is rare, the part such as system of coal of water and electricity or cable television, guard against theft did not reach the designated position, position of etc of station of the rubbish room inside property, distribution room, sewage disposal is unreasonable, without enough car place room, did not lie fallow with public place of entertainment or mobile room; Wait without convenience inn.
2 it is the around that entering property, feel malcontent to the quality respect of the building: Be like building ooze water, craze of body of wall of inside and outside, conduit break or jam, sewer not free.
2
The element of respect of equipment, establishment.
Basically have two sides: It is right design of equipment, establishment is unreasonable and feel malcontent: If elevator hall is narrow, the number moves to show without floor outside elevator etc.
2 it is the dissatisfaction that runs abnormal place to feel to equipment, establishment: If elevator often stops ladder maintenance, the equipment such as water supply, power supply, heating often appears system of electron of entrance guard of breakdown, guard against theft often cannot be used normally etc.
3
Property management serves the element of the respect. What the short of such as quality of effectiveness for a given period of time of attitude of attending to guests of supervisory of the property in often running a company because of property, service, service, offers service item expects and cause is malcontent:
1) attitude of attending to guests: If partial property manages a person,formal ceremony owes beautiful, verbal and cloddish or uncivilized, undeserved; Manner cool detachment of curt, frown.
2) serves effectiveness for a given period of time: If service and processing incident rate are too slow, service or maintenance are not seasonable, dilatory wait.
3) serves quality: If the safety of person, belongings cannot get safeguard, environmental sanitation is dirty, random, poor, fascicular, deadwood defeats the fireweed inside afforest area leaf, maintenance repair rate is advanced.
4) serves an item: Advocate if point to property management,the property that company place offers serves an item relatively oneness, cannot satisfy of all kinds and disparate arrangement of ideas the demand of door of course of study.
4
The element of respect of property overhead expenses. Basically be the collection that serves all sorts of cost, apportionment of expenses to wait to property management and feel malcontent: If think property administration fee is too tall, the apportion of the charge such as of all kinds and public specific power consumption not all or unreasonable wait.
5
The element of community culture respect. Basically be to point to to activity of culture breath, community is lacked inside property, from this and form dissatisfaction, expression is: The country decides holiday environment to decorate do not have or owe beautiful, did not conduct community commonweal activity, atmosphere of the culture inside property not thick or did not wait.
6
Sudden incident tackles the element of the respect. These elements have his admittedly paroxysmal, but the consequence that produces as a result of this kind of incident is more serious, the regular job that affects door of course of study directly not only and household live, brought the trouble of very old rate or inconvenience to its, bring about arose to compare complain strongly: Be like unexpected power failure, be stranded at elevator, indoor by room of pilfer, home soggy, of the missing, private thing that suffers accident fire, car be waited for by caustic.
7
The element of respect of photograph adjacent relation. Because the contradiction of generation coordinates door of course of study and photograph adjacent to won't do and turn between door of course of study,basically be those who reach property management company is of all kinds complain: If be restricted and be caused because of design department the installation of door of guard against theft, sound insulation because of wall body is poor between photograph adjacent and the influence rests normally between photograph adjacent, because the conduit laid when decorate is undeserved,cause place of the etc between toilet, kitchen to be down slack and bring about photograph.
2, property management complainant and its state of mind
Complainant of management of sufficient understanding property and its state of mind are processing of property service company the crucial place that property management complains, the bosom friend tells the other, ability 100 battle do not danger.
1
Property manages complainant
Property management complainant is roughly OK reduce is the following 3 kinds:
1) profession complainant, or weigh professional complainant. These people are in before obtaining property to serve, medium or hind, the uninterrupted from beginning to end big petty thing with different reason, different level undertake complaining, hope through such way can direct or indirect ground is obtained economically more accrual or compensation and offer superhigh to serve level for its. Complained content often is small issue, but complainant always tries with exaggerated. The course of study to this kind of type door, property management company identifies very easily, basically be to see what complainant secures some kind complain mode can.
2) problem complainant. The project is complained in property management in, great majority person belongs to this kind, they treat place to be faced with the problem that already appeared or dissatisfaction, often do not think fussily, want to pass problem or dissatisfaction all sorts of efficient ways to have report only, ask property management company can give processing to solve as soon as possible, give satisfactory response, problem or dissatisfaction were solved, so they also acquired contented move.
3) potential complainant. This kind of complainant has his to complain main content reasonably, but the consideration that stems from some kind of reason does not want to undertake complaining, although also meet the kin friend to oneself sometimes " complaint " or croak ceaselessly, grouse. The complainant of this type is in only by " be driven to join the Liangshan Mountain rebels " when just can change a problem to complainant.
2
Property manages the state of mind of complainant
One of 1) state of mind: Seek respect. This basically is to show those have a place, have fortune etc kind (if find oneself is good,wait) door of course of study, they often the tone is big, the force with which sth breaks out is fierce. Run a company to property, not be to take a table, throw a thing namely, make a noise to shout greatly greatly even, thrusting. Through this a series of language and behavior hint to property management company: You should pay close attention to me, respect me, want ground of one hundred percent to handle affairs for me etc.
Of 2) state of mind: Beg abreact. The course of study of type of this kind of state of mind door, because he is on the job, on intercourse, in waiting, domesticity got differ the grievance of degree, the error that causes mentally or lopsided, be enlightened crosses pair of some bagatelle thinks method to search even complain a dot, abreact in the heart depressed or unhappy, come to those who satisfy mentally comfort with this.
Of 3) state of mind: Seek compensation. "Duplicity " it is this kind of type the state of mind with first-rate door of course of study is stated. The force with which sth breaks out of this kind of person often not feral, come straight to the point is not after coming, however honey-tongued, boast this assist that, do so that property manages a person confused and disoriented, wave wave desire celestial being, must reach in future when returning a god, invert straight from the shoulder suddenly the topic of conversation, cut a theme formally, the purpose should win economically compensation namely.
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3, understanding and be kind to property management to complain
Property management is complained and cannot be afraid of, and can say it is inevitable, property service company ought to understand to complain with the management of of all kinds property that is kind to door of course of study with a kind of correct state of mind:
1
Recieving management of as of all kinds as processing property to complain is the main component in Wu of property management kimono, also be the important way that raises property government service and level. Pass the processing that complains to property management to solve, can correct each error that in moving with the service in property management, appears or inadequacy not only, and the credit that still can be safeguarded and increases property management company and figure.
2
Accept reach those who handle door of course of study to complain, to property management company, be not happy thing, management of property of correct look upon complains Dan Reneng, change it for a kind of opportunity -- one kind removes error, improvement government, deepen with door of course of study communicates the good luck with connection, evildoing also became an act of charity.
3
In property service, the actor that governs quality of the stand or fall that run, service is poor, door of course of study is the person that have authoritative judge most, their complain the flaw that often reveals a property to serve an enterprise to exist in the place in property management and service, (Unreasonable complain or disable complain except) , property service company is OK also from which peek course of study door what be to the demand of property management and service, what is expectation value; Will of all kinds complain project classify to file, the evaluation that the quantitative statistic method that uses science at the same time undertakes considering repletion idea spending, pass the available data that reach thereby, class of witting customer satisfaction is spent, find out the crucial place of the problem, try to use, make management and service further upward.
4
If property service company complains ignore, muddle through one's work to the management of of all kinds property that needs door of course of study, so, not only cannot solve a problem, and possible still problem broaden the scope. Because property serves an enterprise to meet those who encounter various different type likely complain everyday, if cannot give as soon as possible quite in time processing, solve, give door of course of study answer, can bring about door of course of study to relapse instead answer the phone is complained, epistolary complain etc.
Affected the regular job of door of course of study and life already, brought new difficulty to processing again. As time passes, door of course of study makes breathed resistance with respect to the way that can pay property administration fee with refus, affected the economic benefits of the enterprise directly.
5
Business says " 100 decrease first-class Yu Ling " , means says, the company is told to 100 people, can make him satisfactory, but if offended a client, that is met all one's previous efforts wasted. This inferior service can be passed " public relations effect " travel in the client. The service that additionally the client feels is not objective, integral service, however the subjective analysis of the direct to him, pertinent information that obtains secondhand.
If of person of same property management is complained to property be not treated seriously or do not try to take seriously, door of course of study is met occupy the bad service of 1% to ascribe to directly only that time on the service level of the enterprise, it is property management so the enterprise is in charge of again how good, service level again how outstanding, also cannot make he changes his to support some idea, affected business take a lot of trouble directly extremely found easiness good reputation and brand effect not easily.
4, the processing principle that property management complains
Property management company is in when accepting door of course of study to complain, besides should accomplish civilized courtesy, enthusiasm patient and affable, considerate, language outside the service standard such as respectful modest, still should follow the following principle:
1. Responsibility principle. Namely " who is accepted, whose follow-up, whose reply " .
2. Record principle. Complain to each property management namely need to make detailed record, carry a record, the itself of property management person that accepts processing not only is right complain incident be clear at a glance, and the experience that property administration complaint handling can sum up after file, property administration complaint handling is politic.
3. Seasonable principle. Once appear,property management is complained, property management person is about to adopt measure to give as soon as possible solve, to having settlement problem temporarily, in give door of course of study the specification beforehand besides, want the processing when making an appointment with, constantly follow-up, force contention solves a problem in the round inside the shortest time, give door of course of study a seasonable satisfactory answer.
4. Complete principle. In the around process that administrative company is accepting property to be complained with the property that handles door of course of study, should " from one and eventually " , " treat a disease treat a root " , solve door of course of study thoroughly complain, avoid by all means 0 broken broken, anticlimactic.
5, the method that handles property management effectively to complain
Listen attentively to patiently, not with argue
The state of mind that property customer service must be deeply concerned with calm listens to door of course of study patiently seriously complain, let door of course of study state complained issue. Listening attentively to while, should use " be " , " right " " really such really " wait for a language, and the compassion that inclination fashion shows him, do not interrupt door of course of study to talk.
Because midway is interrupted, the impression that can make door of course of study causes is: Be door of course of study complaining is apparent mistake; 2 be door of course of study complaining is negligible; 3 it is to not was necessary to listen to door of course of study to talk. Interrupt can make door of course of study thinks its cannot get due esteem.
Meanwhile, property serves an enterprise to still can pass euphemistic means to quiz ceaselessly, make clear in time complained germ place. Inconsistent with the facts of door of course of study, extreme to those or of misunderstanding complain, property serves an enterprise to must not reveal the any dissatisfaction, mood that mock, the feeling that wants door of pair of course of study expresses to understand, strive for utmost ground and course of study door produce soulful communication, make door of course of study experiences the manner with modest and cordial property.
Cannot get " insignificant problem " , or do any hostile sexes, exculpatory sex refute. Because door of course of study comes round to complain, the service that is certain to property management person respect, management had dissatisfaction or opinion, there is resentment in the heart, be like right now explain blindly or refute door of course of study to complain, door of course of study thinks property does not respect its opinion and aggravate opposes mood, produce conflict even.
Detailed notes complains content
Complain in what listen attentively to door of course of study carefully while, had done seriously even complain a record, write in detail as far as possible dot, specific feature, content includes: Complained time, ground is nodded, phone of complainant full name, connection (contain phone of contact of phone of mobile phone, family, unit phone, lash-up to wait) , what occupy a dwelling place, by complainant, branch, complain item; Complained requirement and purpose; Accept or handle a person to wait.
Because make good record, the speed that can make door of course of study speaks not only by turn quickly slow, amortize its are excited and cobbly mood, this still allows the kind that door of course of study comforts one kind.
Repeat complain a problem, express to sympathize with and strengthen communication and communicate
Should listen and record door of course of study after complaining, the content that property serves an enterprise to answer place of door of course of study to complain and the project that ask to solve undertake repeat, look to whether get the problem that was clear that door of course of study is complained, facilitate undertake handling settlement further. Can say:
"Gentleman, young lady Ms. ／ , you are to say... ... , be? " " gentleman, young lady Ms. ／ , you think... ... , right? " " gentleman, young lady Ms. ／ , is the problem that you complain such... ... ? " wait.The course contains the complains content repeat of the query, ask to door of course of study offers affirmation or deny. Occasionally, door of course of study listens after the repeat of customer service, can say: "Yes, yes, namely such " or " right, right, I am this meaning " . It is not clear to become what place of door of course of study states to complain content to convey, or to customer service listen attentively to when understanding truly, also can say: "Not, not be this meaning, I am to say... ... " wait.
Right encounter or sympathize with of door of course of study, the state of mind that lets door of course of study is able to balance. Can say the word of a few such:
"Thank you to tell me this thing " " go up in your body to this its happening, I state very feel sorry ／ is sad " " yes, yes, I understand you completely present mood " " if encounter me, also meet such " etc.If door of course of study cries to shout greatly in complain, the hand takes a table, the foot plays the situation such as bench, before should going up express actively to show loving care for to its, the word that says a few cares show consideration for in a subtle way if " feel embarrassed, ask your disappear calm one's anger, not such " , " ask you not to get angry, the body of ／ of hand ／ foot that can hurt you so " the word of and so on.
Property service company should have " the part is changed " , " compare the heart the heart " the state of mind that processing complains, change the position, be considerate from course of study door the trouble that its encounter angle look upon and misfortune, comfort door of course of study, utmost ground is adjacent with the psychological distance of door of course of study. If one has the place of public relations expert of experience very much,narrating in that way: In the client's contact, should state oneself can understand the client's mood very much, it is especially when the client is angry, huffish, should say a few words that are client consider more, this kind of channel with client mentally makes to past meeting bilateral relationship produces delicate change, turn to collaboration from hostility, from change direction stiff harmonious, from each other uncompromising turn to mutual concession, just can be helpful for a problem so solve.
It is good that property serves an enterprise to want to cast its place as far as possible, locate resonant spot, make friend with its, can be close to complainant more so, the communication that achieves heart and heart and communicate, no less than is alleged " from an exchange of blows friendship grows " . Want to be full of sense of humor in communicating a process at the same time, because be in the association between person and person, humour often has a kind of wonderful power, it is a kind of lubricant, can make original insecurity becomes gentle, mix smoothly natural, arrive since " change arms to be jade objects and silk fabrics " action.
Decide property management complains property
Should define the category that property management complains above all, decide next property is complained reasonable. If complain,belong to unreasonable, customer service should reply quickly door of course of study, mild and indirect shows reason or case, get door of course of study sincerely forgive. Want to notice at the same time: Right of door of course of study unreasonable complain should explain it is OK to be clear about only, do not want to be pestered too much.
If belong to reasonable and effective complain, customer service must stand in " forgive of equal, just, reasonable, each other " processing puts forward to solve an opinion on footing, satisfy the reasonable requirement of door of course of study. Beginning to handle when solving a problem, the attention is serious the issue point that deducts place to complain, not optional extend the meaning. Want to estimate the time that settles problem place need adequately, best can tell door of course of study to cut the time that solve truly. If do not have confident word to also have nothing to do with, as long as to course of study door show a case, believe door of course of study also is met of reasonable.
Property serves an enterprise to want to act instantly, take step, handle as soon as possible complain content
Protracted handle door of course of study complain, it is to bring about door of course of study to arise to complain germ newly. Seasonable processing is the best way that wins reliance of door of course of study. Pay attention to the quality of property complaint handling particularly even at the same time, this fame that direct correlation runs a company to property and figure, lane is bad to still can cause a favour to become bad thing, make door of course of study loses the faith that runs a company to property, bring about finally " carelessness breaks Jing Zhou " miserable bureau.
After property administration complaint handling ends, the result that customer service wants a complaint handling in order to visit, direct feedback gives the means such as phone, letter door of course of study, this is the important segment that processing complains the job
If loses this one link, all effort that show place of property management company is done and swot all one's efforts wasted. Head of registered permanent residence of course of study is complained can reply with phone form, should not exceed a weekday commonly; Door of course of study will case complain should give answer in order to return case form, should not exceed 3 weekday commonly, a week must not surpass below special situation.
Reply door of course of study is OK to course of study door show its are complained already got attention, and already appropriate processing, say from another angle, timely response can show property serves the work efficiency of the enterprise.
Thank the opinion of door of course of study and proposal, as the basis that improve and perfects the job
Service company can press property every months or every quarter will be of all kinds the file that complains a record gives classify to file, undertake analysis, evaluation, self-criticism, sum up lesson and experience, perfect and improve management and servive routine, accumulate the experience that handles a case from which.
In the meantime, after customer service handles property to complain, best to what each complaining door of course of study extends one " acknowledgment cases " , thank them complain, the accredit that thanks them and support, can make complain instead so become property to serve enterprise and industry door the communication link of harmonious coexist, return the favorable result that meeting occurrence expect is less than probably.
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