The first question responsibility system is a work system adopted to facilitate customer work and improve service quality.
For the matters raised by the customer, if the person in charge can handle it first, it should be handled on the spot; If it cannot be handled on the spot, the person in charge of the first question needs to explain the time limit and relevant procedures to the customer. If the matter falls within the scope of responsibilities of other positions, the person responsible for the first question shall be responsible for guiding the customer to connect with the specific contractor.
To put it simply, the first question responsibility system requires: all questions must be answered, questions must be explained, polite and enthusiastic, and efficient. In order to further change the work style and enhance the sense of responsibility and service of employees, it is necessary to implement the first question responsibility system.
The first question responsibility system is conducive to strengthening the sense of responsibility of employees. The first question responsibility system is to specific the responsibility to the person, strengthen the sense of job responsibility, from the source to stifle the phenomenon of prevarication and procrastination due to the weak sense of service, and improve the work style of employees who are procrastinating and lazy. It requires every employee to keep in mind their job responsibilities, and when they encounter problems, they should act immediately or transmit information in time to solve them as quickly as possible and improve the operational efficiency of the entire company. If you receive a customer consultation or complaint, and the person responsible for the first question answers with language such as "I don't know", "I don't know", "I don't know", "I don't care", etc., it will make people very disgusted, and form a bad impression such as irresponsible work, poor service awareness, and mutual blame.
The first question responsibility system is conducive to improving the service awareness of employees. As a service company, Lvqing adheres to the corporate mission of "satisfying customers", regards service quality as a key factor in the development of enterprises, and if there is a lack of service awareness and ignorance of customer needs, it will inevitably affect the company's future development. An important part of the first question responsibility system is to standardize the work etiquette and work efficiency of employees when encountering problems, and require employees to always keep in mind the "customer-centric", stand in the customer's position, think about what the customer thinks, be anxious about the customer's urgency, and solve the problem for the customer in a timely manner. Property service work is mostly trivial affairs, no matter what kind of customers you face, you should serve warmly and politely, which is not only the service awareness of the property industry, but also the minimum professional ethics.
The first question responsibility system is conducive to improving the business ability of employees. The first question responsibility system requires that the first person responsible must solve the problems raised by customers in a timely and effective manner, and for this reason, all employees must have a grasp and understanding of the company's relevant information, the division of labor of functional departments, and the process of handling various affairs. Therefore, employees need to continue to learn and improve their business level, otherwise they will not be able to properly handle and solve all kinds of problems raised by customers. At the same time, through continuous communication with customers, they can also effectively accumulate work experience and improve their on-the-spot adaptability.
The first-question responsibility system is conducive to strengthening coordination and cooperation between departments. In the process of solving problems for customers, the first person in charge often needs to communicate and coordinate with different departments for problems that exceed their job responsibilities, and the work coordination and cooperation between departments are closer, and it is easier to establish the overall situation of the company.
The first question responsibility system is conducive to enhancing the company's brand image. "The gold and silver cups are not as good as the customer's reputation", the brand of the property service company is slowly established in the hearts of customers bit by bit. The core of the first question responsibility system is to be guided by customer needs, requiring employees to be really close to customers, listen carefully to the voices of customers, and take this as the action orientation of their work, realize effective communication with customers, solve their service needs in a timely and effective manner, and improve customer satisfaction and recognition of the company.
The implementation of the first question responsibility system is to cultivate our sense of service, establish our sense of responsibility, so that each employee fundamentally understands the importance of "starting from me".
The implementation of the first question responsibility system is to put "customer-centric" from a beautiful slogan, through an effective system, to implement a solid daily work.
The implementation of the first question responsibility system is to practice the green spirit of "serving partners and blooming themselves", and every answer, every smile, and every implementation is to accumulate strength for the corporate brand.
Every Lvqing person must be familiar with the company's business, adhere to the first question must be answered, the first question must be explained, and the first question must be fruitful, so that every demand of customers has been settled, done well, and satisfied, and truly write a good article of "customer satisfaction".