Customer service mainly embodies a customer-oriented value, and integrates and manages all elements of the customer interface with the preset optimal cost-service combination. The following are the basic customer service requirements I have compiled. I hope everyone will read it carefully!
Contact information 1: pedestrian entrance
-The safety officer is neatly dressed, but his face is clean and his appearance is correct.
-The security officer is kind and friendly to customers: nod, smile or greet customers who come in and out. If the customer requests or needs to take the initiative to negotiate with him, he should take the initiative to salute and receive the goods with polite language.
-Identify foreigners, ask politely, verify, register and guide them.
-The sentry box and service desk are in good condition and clean; Items are neatly arranged.
-The access control is used normally, without damage or corrosion, and it is opened normally, with moderate force and no collision sound when closed; Signs are intact, clean and clear.
-The sun umbrella and umbrella seat are not damaged or faded, and they are neatly rolled when not in use.
-The ground is free of sundries, stains, stagnant water and obvious dust.
-The surrounding flowers and trees are growing well, neat and beautiful, with no dead branches, yellow leaves and loess exposed.
-Lighting is normal at night.
Contact 2: garage entrance and exit
-The safety officer is neatly dressed, but his face is clean and his appearance is correct.
-Keep a good standing posture when there are no vehicles coming in or out; When the vehicle approaches or waits for the customer to roll down the window, take the initiative to look at the customer and smile and salute. Use polite language when talking with customers, and hand over items with both hands.
-Provide charging bills (bills are flat and clean), and put the invoices that customers don't want into the invalid ballot box.
-Traffic signs shall be complete, undamaged, clean and clear.
-The sentry box and canopy are in good condition without damage or fading.
-The gate is opened normally; Card readers and turnstiles should be clean and free of mottled paint.
-Night lighting is moderate in brightness and not dazzling. Security officials wear reflective clothes.
-Deceleration slope (road arch) is fixed firmly, and bolts are free from protrusion, damage and mottling.
-The road surface is free of damage, sundries, stains and water.
-The surrounding flowers and trees are growing well, neat and beautiful, with no dead branches, yellow leaves and loess exposed.
Contact 3: Road, Square
-Strengthen the patrol frequency and cleaning efforts of main roads and squares before peak hours to ensure that the roads are free of garbage and debris, and the traffic is fast, safe and orderly.
-timely query suspicious idle personnel in the community; Discourage and stop uncivilized behavior (including uncivilized pets, etc.). ) in time.
—— Lu Yu customers are polite, slow down (slow down or stop at the bicycle patrol post) to make way, and nod, smile or say hello when making eye contact with customers. In case of customer inquiry or active negotiation, take the initiative to salute (get off at the bicycle patrol post first); Use polite language when talking with customers, and hand over items with both hands.
-The road surface and kerbs shall be smooth, without sag, damage or looseness.
-Handrails are undamaged and the paint is mottled and rusty.
-All signs are intact, clean and clear.
-Entertainment facilities should be clean and tidy, with no spots and corrosion on the paint, and no musical instrument noise when the owner is active.
—— The cover plate of rain (sewage) ditch (well) is free from damage, blockage and looseness, and the vehicles pass without inclination and noise.
-The deceleration slope (road arch) is free from damage and spots.
-The street lamp (floor lamp) has normal lighting, no cobwebs, no accumulation of insect corpses in the lampshade, and the lamp post is clean and free from mottled corrosion.
-The ground is free of sundries, stains, stagnant water and obvious dust.
-If an operation is performed, the corresponding "sign" should be placed. If a customer passes by, stop the operation and wait until the customer passes by before continuing.
Contact 4: Waterscape
—— The water quality is clear, the bottom of the pool is clean, and the water surface is free of silt and debris, obvious floating objects and peculiar smell.
-The warning signs are sufficient, clear and obvious, and there is no damage or fading;
-Plants in the water and along the shore grow well, and they should be cared for regularly.
Contact 5: Parking lot
-there is a special person to take care of it, and the traffic command is standardized; No parking space.
-The lighting is normal, and the lamp post and lamp holder are free from mottling and corrosion.
-There is no damage, stain or mottled paint on the bumper.
-All signs are complete, undamaged, clean and clear.
-The ground should be smooth and clean, free of sundries, accumulated water, depressions, damages, sand and obvious dust. There is no stain or damage on the wall. There is no water leakage in the ceiling.
-The drainage grille is not damaged, blocked or loose.
-Deceleration slope (road arch) is fixed firmly, and bolts are free from protrusion, damage and mottling.
-Protruding equipment (valves, etc.). ) There are anti-collision signs and facilities.
-The fire evacuation indicator light in the underground garage is bright and eye-catching.
-The underground garage is equipped with fire extinguishers, which are neatly arranged without corrosion, and checked regularly to ensure normal use.
-Pedestrian entrances and exits are well lit, access control is normal, doors and handles are in good condition, and surfaces are clean.
-When the vehicle enters the parking lot, the security officer will guide it in time, and the underground garage will be called up and down, and the car will arrive at the person.
Contact 6: Fence
-Fences (fences) shall be intact and firm, free from damage, mottling, stains and graffiti.
-The perimeter fence is equipped with infrared reflection or electronic fence, which is tested every day.
-Anti-climbing facilities (anti-climbing, glass slag, etc.). ) on the low and easy-to-climb fence, check it daily to ensure that it is in good condition.
Contact 7: bulletin board
-The publicity column should be neat, free from fading, spots, corrosion and damage, and clearly marked.
-At night, the lighting in the publicity column is normal, and there are no loose or naked lines, and there are no insect corpses in the publicity column.
-The posting position is appropriate, and the posting is smooth, neat and beautiful.
-The notice is moderate in size, appropriate in content, fluent in sentences and appropriate in wording.
-Signature and seal, valid until timely removal.
-Do not post it indiscriminately (it is strictly prohibited to post it on the unit door, garden door and entrance door).
Contact 8: Garden door and unit door
-The gate is normally opened with moderate force, and there is no collision sound when it is closed.
-The handle shall be firm without looseness, mottled paint and rust.
—— There is no disorderly posting or daubing on the door, and there are anti-collision signs on the glass door.
-Access control works normally, the intercom system has clear voice and the language of the staff is standardized.
-The card reader (password) and various signs are intact, clean and clear.
-The glass canopy is intact and firm, free of garbage and obvious dust.
-In winter, you can wrap the cool red flannel on the group door and unit door handle of the park.
Contact 9: In the garden
-The ground is free of sundries, dust, stains and water; Strengthen the cleaning work during peak hours.
-Installation of facilities shall be stable, free from fading, spots, corrosion and damage, and clearly marked.
-Entertainment facilities should be clean and tidy, with no spots and corrosion on the paint, and no musical instrument noise when the owner is active.
-Flowers and trees grow well, neat and beautiful, with no dead branches, yellow leaves and loess exposed, no sundries in the green belt and no hanging objects on the trees.
-Lock the power switch box and power distribution room.
-The road should be flat without sag, looseness or damage.
-Leisure tables and chairs, sculptures, floor lamps, etc. No dust, stains and cobwebs.
-There is no debris accumulation on the raised floor, the walls/floors are clean and undamaged, and the pipes are clearly marked.
Contact 10: trash can
-The trash can is in good condition, with no stains, peeling and damage of paint, and no garbage overflow.
—— There is no scattered or bagged garbage around, no peculiar smell, stains, mosquitoes and flies breeding and cross-flow of sewage;
-Construction waste in residential areas should be piled up at a fixed point and at a fixed time, cleaned up and transported at a fixed time, and no littering is allowed.
—— Special garbage generated by restaurants, supermarkets and other businesses in the community shall not be placed at will, and shall be removed in time without polluting the community environment.
Contact information 1 1: lobby (elevator hall)
-Plenty of light and fresh air.
-The glass door in the lobby has anti-collision signs.
-The floor, walls, doors, windows and ceilings shall be free of scratches, dust, sundries and stains, and the stone floor shall be polished regularly.
-bulletin boards, mailboxes, fire hydrant boxes, electronic display screens, fans, signs, etc. In good condition, free of dust and stains.
-Sofas, coffee tables and decorative items should be kept clean, free from dust, damage, fading and spots.
-Indoor potted plants are growing well, and the bottom plate of flowerpots is clean.
-The elevator button panel is intact, free of dust and stains.
-Clean trash cans and ashtrays in time.
-Put the "Slide Carefully" sign in time in rainy days.
Contact information 12: inside the elevator
-Sufficient light, good ventilation and no peculiar smell.
-The floor should be free of sundries, dust and stains, and the stone floor should be polished regularly.
-Car walls, mirrors, photo frames, handrails, ceilings and signs are bright; No scratches, dust, stains, cobwebs.
-Smooth operation, no abnormal vibration.
-Post safety tips for stairs, annual inspection certificate (within the validity period) and no-smoking signs.
-The floor display is correct, the anti-pinch function is effective, the emergency call button is effective, and the rescue phone is publicized.
-During the renovation, there is no obvious odor in the car, and the protective panel is not obviously damaged or stained.
-Inform the customer in advance when the elevator is in maintenance, and set up warning signs and protective fences at the scene during maintenance.
Contact information 13: corridor
-The corridor floor should be flat, free from sundries, dust and stains, and the floor tiles should be free from damage and falling off.
-There are no damages, stains or cobwebs on the walls and ceilings.
-Doors and windows, handrails, fire hydrant boxes, fans, etc. No dust, stains, spots and cobwebs.
-No peculiar smell and good ventilation.
-The light is sufficient and the light switch functions normally.
-The smoke exhaust door opens normally without mottling and corrosion; The strength of the door closer is moderate, and there is no impact when closing the door.
-The paint of fire box and fire extinguisher shall be free of corrosion and spots; Open normally, the pressure of the fire extinguisher is normal, and there is no dust. Fire belt, spear head and small hammer are fully equipped; Check that the signs are posted neatly, the records are normal and there is no dust in the box.
-The floor signs are legible and undamaged;
-Schematic diagram of fire evacuation in high-rise posts.
-The fire evacuation indicator lamp works normally, the circuit-breaking test is normal, and the power-off work lasts for more than 15 minutes; The emergency light is dust-free and works normally.
-When the cleaner meets the customer's trip in the corridor, he will stop his work, nod and smile, and let the owner pass sideways.
Contact information 14: Store
-There is no littering, occupation of roads, misplacing of articles and hanging of posters around the store.
-Don't pull the wires.
-The ground is free of sundries, dust, oil stains and water.
-No oil smoke pollution and noise disturbing people.
-No noise from the store staff.
-The equipment in the fire box is complete and in good condition, and should be checked regularly.
Contact 15: front desk
-The environment is clean, tidy and bright, with moderate temperature, fresh smell and proper decoration.
-Walls, doors and windows, publicity stands, information stands and signs are free from dust, stains and cobwebs.
-The countertop shall be clean and tidy, the articles shall be placed in an orderly manner, the documents and materials shall be classified and placed, and the appearance shall be uniform.
-There are chairs (sofas, etc.). ) Waiting area for customers to rest, drinking fountains and newspapers and magazines.
—— The service personnel are well-dressed, full of energy, elegant in words and deeds, and hand in articles with both hands. And do "whether there are customers at the front desk is the same."
-Strictly implement the service standard of "smile when you meet, take the initiative to say hello, get up and serve".
-Customers need to wait for a long time, apologize "Sorry for waiting" and so on.
-to communicate with customers or keep them waiting, you must pour water for them.
-carefully record the opinions reflected by customers in person and ask them to confirm.
-If the charge calculation process is involved, please witness the customer, collect the bill and make changes with the new money as much as possible.
-Give a business card and ask, "What else can I do for you?" Or tell the customer, "If you need anything, please feel free to contact us."
-The air conditioner, fax machine and copier are working normally.
-Sofa and coffee table are clean and tidy.
-Indoor potted plants grow vigorously, and the bottom plate of flowerpots is clean.
-When the customer leaves, stand up and say goodbye.
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