康佳方案编制客服手册2011.12.07.doc

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1、目录1.物业服务中心组织架构....................................................012.客户服务关键过程控制....................................................023.客服主管例行工作........................................................044.客服主管职位说明书................................................

2、......065.客服助理职位说明书......................................................106.服务礼仪规范............................................................137.客户服务规范............................................................258.客户服务计划管理要求..................................

3、..................27附件：顾客服务责任区分工表..............................................309.顾客投诉处理管理要求....................................................31附件：投诉登记表........................................................34投诉处理记录表.........................................

4、...........3510.客户问询管理要求........................................................36附件:值班记录本.........................................................3811.答客问管理要求..........................................................3912.报修受理管理要求...............................

5、.........................41附件：服务派工单........................................................43值班记录表........................................................4413.业务办理管理要求........................................................45附件：空调延时记录表..........................

6、..........................47邮件签收登记表....................................................48物品搬出放行条....................................................4914.装修登记管理要求........................................................51附件：装修服务指南.................................

7、.....................52装修申报登记表....................................................63装修管理服务协议书................................................64施工人员出入证....................................................69　动火作业登记表.................................................

8、...70康佳研发大厦装修整改通知书........................................71物业装修温馨提示..................................................72　康佳研发大厦装修施工许可证.......................................