物业公司综合服务手册：服务理念与服务意识.doc

物业公司综合服务手册：服务理念与服务意识 物业公司综合服务手册：服务理念与服务意识提要：零缺点服务：100-1＜0，即一次失败的服务比不提供服务起到的作用更差，在服务中努力使客户的满意率为百分之百 更多精品自报告 物业公司综合服务手册：服务理念与服务意识 一、服务理念 客户是我们的上帝，视客户满意为服务质量的最高标准，提倡”零缺点”服务。 客户总是有理的，客户投诉是服务质量改进的最好机会，良好的抱怨是我们改善经营管理的契机。 零缺点服务：100-1＜0，即一次失败的服务比不提供服务起到的作用更差，在服务中努力使客户的满意率为百分之百，尽量减少客户的投诉，即使有投诉，也应积极改进，使客户的投诉有回音，最终达到客户满意。 二、服务意识 服务意识，就是在工作中处处自觉地体现出：要为客户提供最满意的服务，要用自己的劳动去为客户创造方便与幸福，同时为公司创造社会效益和经济效益。 1、客户是公司的财源，为客户提供优质服务是公司生存、发展的需要； 2、客户每次服务呼叫、每项服务需求，都是公司的创收机会； 3、所接待的每个人，都是公司客户（或潜在的客户），都有可能成为公司效益的重要； 4、客户也是人，在处理与客户的矛盾及投诉时，要从客户的角度去考虑问题，从而巩固客户与我们的良好关系，维护公司的优质服务形象。 5、为客户提供优质服务不是讨好客户，而是要让客户在服务过程中感受到服务的价值和行业的尊严。 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological quality, psychological quality and image quality. The formation of excellent moral education curriculum system and management system, th