The process of the property company to deal with the owner's complaint generally consists of three processes: the reception process, the processing process, and the supervision process. Here are the detailed steps:
1.The owner's complaint should be accepted in three ways: complaint**, visit and network, and record the complainant's name, unit name, unit number, complaint content and contact**.
2.Listen patiently to the owner's complaints, even if the fault is in the owner himself, do not point it out in person, and write down the content of the complaint. For the owner's complaint, he can make an explanation on the spot and solve it to the customer on the spotIf it cannot be handled immediately, the name of the complainant, the course of the incident, the object of the complaint and the contact information of the complainant should be noted so that the result can be told in time.
3.Thanks to the owner for pointing out the mistakes, expressing gratitude to the owner for the suggestions put forward, and submitting the incident to the relevant departments for handling or reporting to the superior for approval.
4.After the complaint is handled, the reception and acceptance department shall arrange a return visit and define whether the solution has been completed, and if the complaint is not resolved, it shall enter the definition and implementation procedure again until a mutually acceptable treatment plan is reached with the owner.
5.The handling of complaints should be defined in advance and the certainty of the incident should be considered. For valid complaints, the complaint level is determined according to the circumstances and severity of the complaint, and different levels of complaints are handled differently.
6.The content of the complaint announcement shall include: the time of accepting the complaint, the regional scope of the complaint, the matters to be accepted, the handling method, the result, the return visit to the household, the precautions according to the complaint, the time limit for complaint handling, the complaint receptionist, the follow-up person for complaint handling, and the person in charge of complaint handling.
The purpose of this process is to determine the correct direction and responsibility for complaints, resolve customer complaints efficiently and in a timely manner, and improve customer satisfaction. At the same time, the reception and handling of property complaints is an important part of property services, and it is also an important way to improve the level of property services.