物业管理投诉处理培训
物业管理知识培训《投诉处理》投诉处理之技巧一、对待住户投诉应持的基本态度真心诚意二、处理投诉的基本原则真心诚意地帮助住户解决问题决不与住户争辩不损害管理处的利益三．住户投诉的类型对设施、设备的投诉对服务态度和服务质量的投诉四．处理投诉的程序认真听取意见保持冷静表示同情表示关心不转移目标记录要点把将要采取的措施告诉住户并征得同意把解决问题所需要的时间告知住户采取行动，解决问题回访住户记录存档五、投诉事件处理程序客户投诉处详细询问客户的意见和要求，做好记录并详细询问投诉人事件情况，如有必要亲临现场了解情况。管理处主管部门亲临现场向投诉客人了解情况，进行处理。1物业管...
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