物业客服接待业主及上门服务规范

发布日期:2016-05-03 文章来源:物业社区

上门准备

接待业主来访规范

①业主上门:

a.业主(或客人)进门时应主动向其打招呼,开门时先问候说:“您好/早上好/新年好。”

b.不得毫无反应或语气冷淡。

②起身让坐:

a.应热情招呼业主坐下。

b.不得自己坐着而让业主站着与其交谈。

③业主说明来意:

a.如业主没有先开口说话,应主动问:“请问有什么可以帮你的吗?/请问您有什么事?/请问您找哪位?”

b.如手头有重要工作一时无法完成,应说:“对不起,请稍等。”然后迅速处理手头上事务后接待业主(或客人)。

⑤送客:业主告辞时,应主动起身送至门口,并说:“再见/您慢走/欢迎再来。”

上门服务规范

①上门准备:

a.上业主家里拜访或维修时,应穿统一制服,佩戴工作证,保持良好形象。

b.上门维修时,应带齐所需工具、材料。

②敲门:

a.按门铃一下或轻敲门两下,如无反应,等待5s再次敲门。

b.除特殊情况外,严禁大力敲打或撞击业主门窗。

③业主开门后先说问候语:“您好!/早上好!”

④说明身份及来访目的。

⑤进门:

a.得到业主同意后,方可进入。

b.业主说“请进”时,应回答“谢谢”或点头微笑表示感激。

c.尊重业主生活习惯,视情况是否脱鞋。

d.未经业主许可不许在沙发上就座,谢绝业主敬烟。

e.严禁收取小费、礼物等或上门服务后在住户家中用餐。

⑦告辞:

a.向业主说“再见”或表示谢意。

b.主动为业主带门。

Post Author: admin

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