what aspects does the communication of property management customers generally include

including internal customers and external customers. Internal customers refer to personnel within the enterprise, and external customers refer to units and individuals related to property management services, including owners (or property users), construction units, professional companies and * * * departments. Customer management refers to the behavior of property management enterprises to continuously improve their work, improve the management service level and obtain greater economic benefits through customer communication, complaint handling and satisfaction survey. In the customer management of property management, the owner (or property user) is the direct consumer of property management service, and has the closest contact and the most important relationship with property management service activities, so it is the most important customer management object. First, the concept and content of customer communication communication is a process of exchanging information, opinions and understanding between two or more people. Good communication can make both sides fully understand, bridge differences and resolve contradictions. The forms of communication include verbal communication, written communication and other forms of communication (such as the Internet). Communication methods include: listening, talking, writing, reading and nonverbal expressions (such as expressions and gestures). In property management service activities, communication is a common management service behavior and an important part of property customer management. Grasping the ways and means of communication scientifically plays an active and important role in improving the quality of property management services, successfully completing property management service activities and meeting the needs of owners (or property users). The communication contents of property management clients generally include the following aspects: (1) communication with the construction unit on early intervention, undertaking inspection, property transfer and other issues; (3) Business communication with municipal public utilities, professional service companies and other relevant units and individuals; (4) Communicate with the owners' congress and the owners' committee on property management; (5) Communication with owners (or property users), including: (1) publicity and communication of property management related laws and regulations; 2) Publicity and explanation of contents and standards of property management services and relevant accounts; 3) Inquiries and answers about property management related matters, regulations and requirements; 4) Property management complaint acceptance and handling feedback; What does residential property management generally include?

1. Clean sanitation management. Sanitation, garbage removal and regular cleaning of public places, including public corridors in buildings;

2. Daily maintenance and management of greening objects. Regularly prune, fertilize and update the greening objects to keep the greening objects growing well;

3. Public security management. Full-time security personnel shall be on duty 24 hours a day to ensure the safety in the residential area;

4. Maintain the public reservoir. The reservoir in the building should be cleaned and disinfected regularly. Ensure the drinking water quality of residents;

5. Water and electricity management. Daily maintenance of power distribution equipment, water pump house and public water and electricity facilities to maintain the normal operation of the equipment;

6, sewage facilities management, dredging and maintenance of drainage, sewage pipes, septic tanks, to ensure normal use;

7. Additional service projects in high-rise buildings. Equipped with full-time elevator management personnel, do a good job in elevator maintenance, and ensure the normal execution of elevators;

8. Other service projects added as required.

property management refers to the owner's activities of managing all buildings * * * and buildings, places and facilities in the building division * * * or entrusting property service enterprises and other managers to manage buildings, facilities, devices, places and sites owned by the owner * * *. The Property Law stipulates that the owner can manage the property by himself or entrust the property service enterprise or other managers to manage it.

property management can be divided into narrow sense and broad sense. In a narrow sense, property management refers to the maintenance and repair activities of buildings and their installations, municipal public facilities, greening, sanitation, transportation, living order and environmental appearance, which are entrusted by the owners to the property service enterprises according to the entrustment contract. Property management in a broad sense should include the process of co-management by owners and the management process entrusted by property service enterprises or other managers. What is property management and what aspects does it include?

its basic contents can be divided into three categories according to the nature of services and the ways of providing them: regular public services, targeted special services and entrusted special services. First, the routine public service mainly includes the following items: ① the management of the main building and the daily supervision of residential decoration; (2) the management of housing devices and facilities; ③ Management of environmental sanitation; ④ Greening management; ⑤ Cooperate with the public security and fire departments to maintain public order and security in residential areas; ⑥ Vehicle road management; ⑦ Public agency services; The second is targeted special services: ① daily life; 2 business services; ③ Culture, education, health and sports; 4 financial services; ⑤ Brokerage agency intermediary service; ⑥ Social welfare; Third, entrusted special service: when property management enterprises implement property management, the first category is the most basic work, which must be done well. What does community property management include

1, public order maintenance, safety management, monitoring management, border management and fire management;

2, cleaning, disinfection, insecticidal, garbage removal, corridor cleaning; Ground cleaning, ditch cleaning;

3. Plant weeding, hedgerow construction, vegetation management, and clear treatment of landscape sketches;

4. Maintenance, maintenance, replacement and inspection of public facilities, with sporadic minor repairs and minor repairs;

5. customer service. Owner reception, owner reporting, owner asking for help, property fee collection, other fees collection, and property file management;

6. Other * * * work needs cooperation, such as community economic census, community election, community charity activities cooperation, community cultural activities participation, and other community work assistance; What are the general complaints about property management, and how to deal with

the owner's home trip, water cut, damaged doors and windows, blocked sewer pipes, range hood failure, household appliances failure, and door lock failure; Where the property can be repaired, repaired or replaced manually, the customer service center will arrange engineering maintenance personnel to handle it; Anything that can't be handled by the property management company, such as home appliance maintenance, air conditioning maintenance, range hood cleaning, etc., will be handled by the property management company, and the expenses will be borne by the owner himself. The customer service center only needs to send a bill. What aspects does the property management fee include? Does it include security?

The projects and functions of property services mainly include:

1. Managing the salaries of service personnel and welfare funds drawn according to regulations;

2. Daily execution, maintenance and maintenance fees for public facilities and devices;

3. Greening management fee;

4, cleaning and sanitation fees;

5. Security fee;

6. Office expenses;

7. depreciation expense of fixed assets of the property management unit;

8. statutory taxes and fees.

in addition, the property management fee should also include the profits of the property management company. For the property management of high-grade residential quarters, insurance premium can be added to the cost. In line with the transformation of China's basic price system, according to the different pricing subjects and formation ways, property management fees are priced in three ways: market-adjusted price, * * * guiding price and * * * pricing. In property management, what are the main tasks of general public security management? What aspects should be included in the specific implementation of property security and safety management

Property security and safety management has an important position and significance in the whole society and is the foundation and guarantee of social activities. In the property management activities, it is not only related to the life and property of the owners and users from being damaged, but also to ensure the normal operation of the property company. However, the current complex social environment and public security situation pose a severe challenge to the safety of property management. The role of strengthening safety precautions has become increasingly prominent and has become the primary issue in property activities. Safety is the benefit source and lifeline of an enterprise, and property safety management mainly refers to taking safety measures such as fire prevention, theft prevention, damage prevention and natural disasters in the property area to prevent losses and injuries to owners and users. Property safety management has many contents and a wide range, and is characterized by strong professionalism, coexistence and restraint of management and service. If you are not careful, there may be potential safety hazards or accidents. Case: "In 2114, an owner of Donghai Garden was killed by a murderer at home. Later, it was found that the murderer used the expired Decoration Pass to mix into the community, and the victim's family demanded compensation of up to 6 million yuan. The court ruled in the first instance that the property company should bear the supplementary responsibility for the victim's losses and compensate more than 171,111 yuan." For the low-profit industry of property management, hundreds of thousands of compensation will be lost. Therefore, the establishment of an efficient and professional safety management team is the top priority in property management activities. As a safety supervisor, in addition to good professional ethics, professional quality and professional knowledge, you must also have a high sense of responsibility and mission. In order to achieve the coexistence of management and service, I think that according to the current company's safety management situation, safety management should further improve the following aspects: First, building a complete safety management system and improving the post responsibility system are the guarantee of the interests of enterprises. "No rules can make Fiona Fang". Formulating and perfecting detailed rules and regulations will not only be of guiding significance for future work, but more importantly, through the system, the problems and loopholes existing in the work will be tested and changed and improved in time. For example, in Shenzhen x x Property Company, in the ISO9111 file system, it is stipulated that the duty officer of the fire center must strictly observe his post within 24 hours, and the telephone must be answered within three tones, otherwise it will be treated as leaving his post. This detailed operating procedures, the work detailed, quantitative, showing the superb management level of property management companies. In the file system, through the actual operation of the company and the post, we constantly adjust, modify and summarize, and finally formulate the post system that is most in line with the actual operation. In addition, all the work of property safety management should be recorded in detail and stored completely, which is not only the embodiment of management norms, but also an important basis for future traceability. For example, security patrol records, visiting and entering registration system, goods release system, central control duty records, etc., once a dispute occurs, it will become an important basis for determining the facts when judging whether the property company has fulfilled its security obligations. On the basis of establishing and perfecting the safety management system, it is necessary to implement the system. Safety management personnel in all positions need strict requirements and management to promote the implementation of safety management system. For example, conduct a safety seminar once a month to discuss potential safety hazards, formulate preventive measures, and impose safety penalties on individuals who make mistakes. Seriously analyze the causes of problems and summarize improvements. Second, strengthen training and ideological education to improve the professional knowledge and skills of safety management. In the final analysis, the management and service of property management companies depend on the quality of the staff. Although we choose safety personnel carefully, we consider their adaptability to the profession and the needs of the post. However, due to many individual differences, such as employees' acceptance and ideological differences; In order to meet the needs of service work and improve the quality of personnel, as a safety supervisor, we must make great efforts to carry out training and ideological education for them. Only by mastering professional property management knowledge and service skills can we reduce mistakes in our work, improve work efficiency, maintain a positive work mentality, and change from passive obedience to active service and quality service. For example: strengthen the training of professional ethics, let them establish a correct outlook on life and values, and cultivate professionalism; Strengthen the training of etiquette knowledge, enhance the service consciousness of employees, establish a good image of the company and establish a civilized service "window"; Strengthen the training of property knowledge and fire protection knowledge, and improve business knowledge and skills; Strengthen the training of legal knowledge, so that they can know the law, abide by the law and understand the law, which can correctly safeguard the interests of owners and companies and protect themselves at the same time. Third, establish a mechanism of "prevention and treatment by groups" to maintain public security in the area. No matter how closed it is, any property is only a building point in a city, and its public security work must rely on the security forces of social forces and surrounding communities. Therefore, the property management company (as the safety supervisor) should keep close contact with the security personnel in the local area, keep abreast of the local security situation, grasp the movements of criminals, and ensure the safety of the property in the area. According to the principle of "prevention by groups and governance by groups", we should maintain the public-private relationship of the community and fundamentally expand the security scope of the community. Held in Shenzhen XX Property Company and organized by the police station in the jurisdiction, it has achieved good results. By regularly checking and reporting the public security situation in the jurisdiction, the atmosphere of "one party is in trouble and all parties support" is formed, good community relations are established, and public security forces are expanded, thus reducing the incident rate and ensuring the safety of the building. Fourth, strengthen the prevention and handling of emergencies: emergencies can be divided into emergencies, natural disasters, fire accidents, etc., and the key to this incident is to do a good job of prevention. For natural disasters, as a safety supervisor, we must first be familiar with the natural environment in the region and the local climate and geology. For example, rainstorm, seasonal typhoon, etc., take timely preventive and response measures for places that are easy to cause damage to property communities; For emergencies, we should handle them in a timely and efficient manner, with the principle of minimizing major issues, eliminating minor issues and putting users first. For fire management, it is necessary to establish a fast and flexible fire brigade, strengthen training and fire training at ordinary times, and conduct fire drills quarterly. Regular fire drills can not only test the fire-fighting facilities and devices in the community, but also further exercise the professional skills of volunteer firefighters, and also carry out fire-fighting publicity, so that owners and users can enhance their fire-fighting concepts, establish fire-fighting awareness and reduce the probability of fire accidents from the concept of "I want to be safe" by users. V. Management of parking lots and vehicles Strengthening the management of parking lots is conducive to maintaining traffic order and ensuring the personal and property safety of users. It is an important link and part of property management activities to avoid parking vehicles and ensure good traffic order, and it is also an important means of market competition to increase passenger flow and income. At present, the management of parking lots is very difficult, such as car collision, car crash and car theft, which frequently occur, resulting in many disputes and difficulties in solving them. In addition, the value of vehicles is expensive, which easily leads to potential safety hazards. Therefore, we need to establish a high-quality safety management team to prevent the occurrence of these situations, and through strict training, strengthening professional training, building a complete technical prevention device, and properly equipped with advanced technical equipment and facilities, such as storage, recording, inquiry, automatic safety retrieval function, computer security management system, etc., we can effectively ensure the safe execution of the parking lot. Vi. Rational allocation of human resources of safety management team An effective management organizational structure should be conducive to the rational allocation of resources. For the safety management team of each management office, I should be familiar with the job responsibilities of each post, determine the number of people according to the scale of property management, select personnel with suitable characteristics according to the type of property management, and arrange reasonable shifts of personnel according to the service commitment of management and other factors.