物业项目公司客户投诉管理制度.doc

物业项目公司客户投诉管理制度 物业项目公司客户投诉管理制度提要：当接到一般性投诉时，将情况记录在用户意见受理表后，向有关职能部门反映 自 物业项目公司客户投诉管理制度 　　一、做到’五清楚、一报告’的处理原则 （一）听清楚：在接待用户投诉时，应耐心听用户讲完，听清楚用户投诉的内容，不得打断用户说话，更不能急于说话。 （二）问清楚：待用户讲完后，要进一步问清楚有关情况。切记与用户正面辩驳，应客观冷静地引导用户叙述清楚实际情况。 （三）跟清楚：受理用户投诉要一跟到底，直到问题得到解决并回复用户为止。对不能解决的投诉，应委婉向用户讲清楚，并确定下次回复的时间。 （四）复清楚：对用户的投诉在充分了解有关情况后，应及时把处理的过程及结果清楚地回复用户，以表明用户的投诉以得到足够的重视和妥善的解决。 （五）记清楚：处理用户投诉后，应把投诉的事项、处理过程及结果清楚地记录于用户意见受理表内，由用户加盖意见后收回存档。 （六）报告：重大投诉，必须马上报各部门主管或公司领导。 二、投诉处理办法： （一）当接到一般性投诉时，将情况记录在用户意见受理表后，向有关职能部门反映，并立即将情况回复用户。 （二）遇到重大投诉，超出部门处理权限，须将投诉事项移交部门主管处理，向投诉用户解释原因，并确定回复时间。 （三）对用户的书面投诉，要在公司收文登记簿上登记后呈公司领导，处理完毕后以书面回复用户。 （四）每月对投诉进行一次汇总，记录在用户意见受理表上，并根据用户投诉情况，进行用户回访。 自 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 educatio