Commitment letter of property after-sales service 1
Jin Changjiang Property Management Company's Service Standard Commitment
In order to further enhance service awareness, correct service attitude, cultivate good professional ethics, improve management level and optimize work efficiency, this service specification commitment is formulated according to the requirements of the Party branch of Jinchangjiang Industrial Company and the actual situation of the company.
First, service attitude commitment
All employees are warm and thoughtful, talk kindly, behave generously and decently, treat people with civility and courtesy, stick to their posts, take the initiative to work and accept the supervision of employees and owners.
For those who go to the property management company to handle various matters, all employees of the property management company promise to achieve five ones, a greeting when entering the door, a chair, a cup of tea, a pen (taking notes) and a promise.
Article 2. One-time notification commitment
1. Matters that need to be handled by the service object (mainly including renting a house, inquiring about the water and electricity of the rented house, renaming the payer of the property management fee, asking for repairing the leaking house, dredging the sewer blockage, replacing the leaking water pipe, circuit maintenance, settlement by the construction unit, etc.). ),
The manager will review the relevant procedures and materials on the spot and handle the immediate matters; If the procedures and materials are incomplete or do not conform to the prescribed form, inform the procedures and materials that need to be supplemented at one time; After the applicant makes corrections according to the notification requirements, the handling personnel shall handle them on time.
2, received inquiries from workers or owners, belonging to the scope of work of the property management company or Jin Changjiang Industrial Company, the interviewee is responsible for coordinating and handling, and give the inquirer a progress reply; If it belongs to the responsibilities of other departments, politely inform the inquirer of the specific undertaking department and its contact information.
And make a good record of work.
3. If you can tell clearly at one time but fail to tell clearly, you should call in time and apologize. If the client runs for the second time, causing inconvenience to the client, the responsibility of the relevant personnel will be investigated.
Article 3. Work with commitment.
1 Reply to the other party within days, in principle, no more than the second working day.
For the application that the superior leader does not agree to execute, after receiving the clear instructions from the superior leader, reply to the other party on the same day, in principle, no more than the second working day.
For ordinary things, whether they are done well or not, give the other party a progress reply within 15 working days after receiving the application, and then give a progress reply every 15 working days until things are done well.
For special (urgent and important) matters, in addition to reporting to the competent leader in time, we will give the other party a progress reply within three working days after receiving the application, and then every five working days until the matter is done well.
For all kinds of problems that affect the progress of the work when implementing the application content, the handling department (person) must take the initiative to get in touch with the application department (person) and solve them through consultation.
Article 4. Eight promises of civilized service
Don't let the workers and owners who come to handle affairs be left out here;
Don't let the backlog of work stay here;
Don't let work mistakes happen to me;
Don't let the work discipline relax here;
Don't let words and deeds that affect unity appear on me;
Don't let things that violate discipline and law happen to me;
Don't let the image of the unit be influenced by me;
Don't let the interests of employees and owners be infringed because of me.
Article 5 Maintenance Service Commitment
1 sporadic maintenance shall be completed within one working day after filling out the dispatch order.
If it cannot be completed on time due to objective reasons, it shall negotiate with the application department in time and agree on the completion time, which shall not exceed two working days at the latest.
2 Ensure the maintenance quality. After the maintenance is completed, it must be accepted with the application department, and the application department will sign the acceptance opinions.
3. If it belongs to the maintenance of the construction unit during the warranty period, the on-site representative of the property management company responsible for the project will go to the site for inspection on the same day after receiving the maintenance requirements from the owner. If it is indeed a construction quality problem, it will immediately notify the maintenance unit and require it to be completed within seven working days. Otherwise, it will be treated as sporadic maintenance.
If other maintenance projects need to be reported to the superior leader for approval, relevant personnel shall be sent to the site to understand the actual situation within three working days after receiving the maintenance report required by the owner, and the situation (including the cost budget) shall be reported to the superior leader for approval within seven working days.
After the implementation is approved by the superior leader, organize personnel to start work within 7 working days, and notify the owner of the application for planned completion time.
Article 6. A promise to do things openly.
1, open the daily procedures of the property management company.
2. The "hot" issues in the work, which are not confidential, should be disclosed to the whole company through appropriate forms within the scope allowed by the company, and actively accept the supervision of higher authorities and employees.
3, in the work must be for the people, pragmatic, honest, diligent, efficient, law-abiding, staff shall not seek personal gain, it is strictly prohibited to "eat, take, card, want, drag" in the work, adhere to the honest service.
Article 7 Supervision and Guarantee
1. Organize the establishment of a supervision team, and the branches and relevant departments of the company regularly inspect and supervise the implementation of service commitments.
Two, accept the supervision of the masses, set up a complaint telephone, seriously deal with the problems reflected by the masses, and publish the results.
Third, combine the service commitment with the post evaluation of the staff, criticize and punish those responsible for violating the commitment, and publish the results.
Four, adhere to the company responsible person on-site office system.
The person in charge of the company should take the initiative to go to the serviced unit and the property community to understand the situation, and take the initiative to provide intimate services for employees and owners.
Five, adhere to the system that the person in charge of the company contacts the property company, actively understand the difficulties existing in the work of the property company, and solve some substantive problems.
6. Coordination of complaint supervision telephone number: 6067069.
Property management must implement the service commitment system and effectively improve the quality of service.
Adapt to the needs of enterprise development, activate the enthusiasm of property management, strive for higher management level, higher service level and higher quality, improve the satisfaction rate, fully implement the commitment system, and work hard for the construction of the Three Gorges Hospital.
Jin Changjiang-property management company
Commitment letter of property after-sales service II
Dear owner of * * Plaza:
Hello!
In the spirit of being highly responsible for the owners of this residential area, our company pays attention to improving the overall living environment quality of residential areas in accordance with the requirements of relevant policies, and pays attention to protecting the overall environment and long-term good use function of residential areas by strengthening property management.
It is conducive to the ecological environment, humanistic environment and intelligent construction of the community, and advocates the concept of harmonious home between man and nature. Through our effective management mode, continuous improvement of service process and compliance with the requirements of laws and regulations, we finally achieve the satisfaction of the owners.
The specific work is as follows:
1. The property management company has professional managers who are responsible for all daily management affairs and complaint handling in the community, and the customer center implements 24-hour public telephone service (by landline).
Complaint handling rate 100%.
2. Hygiene and cleanliness: If our company takes over this area, we will first rectify the comprehensive environment that the owners are most eager to improve and clean up the garbage dump outside the west wall of the community.
Daily cleaning will be responsible for the sanitation and cleaning of public areas, corridors and public facilities in the community according to the company's cleaning operation standards, keeping them free of stains, garbage and sundries, and keeping all public facilities clean.
Regular cleaning and disinfection of domestic garbage bins; Remove domestic garbage in time to keep the community environment clean and hygienic.
3. Public order: In order to maintain the public order of the community, the order maintainer is on duty 24 hours a day.
The company invested funds to install an electronic patrol system for the community to ensure that the night patrol is in place in time.
Patrol personnel are equipped with walkie-talkies to keep in touch with other team members at any time and assist the public security department in safety management.
4. Daily maintenance of public facilities: carry out daily maintenance of public facilities, provide free daily maintenance for the owner's room (materials provided by the owner), and solve the troubles caused by the owner's minor life problems (specifically according to the company's engineering maintenance service commitment system).
5. Greening management: Greening is an important part of the community. For the greening of the community, we should maintain trees and flowers, trim flowers and trees, spray drugs in time, prevent and control pests and diseases, and maintain the green landscape.
Replace and replant some lawns with poor varieties and dead trees.
6. Elevator operation and maintenance: Elevator is an important part of high-rise buildings. For the operation and maintenance of elevators, our company chooses an elevator company with the third-class qualification or above to maintain the elevators in this area and provide 24-hour service.
Ensure the normal and safe operation and long-term good use function of the elevator.
7. Assistance: Our company will fully assist the industry committee to solve a series of problems that need to be solved urgently in this respect, and coordinate with relevant units.
During this period, our company will provide vehicles and workplaces.
8, according to the requirements of the "property management regulations" combined with the actual situation of this community, cooperate with the industry committee * * * to develop a mature, perfect and feasible property management plan.
After signing the contract, our company will invest (or advance) a certain amount of money to restore intelligent facilities to increase or improve the facilities in this area, improve the public security management of the community as soon as possible or realize the closed management of the community, so that the owners in this area feel comfortable, at ease and at ease.
Through our service and management, the area will be managed as an excellent community standard, and then gradually upgraded.
9. The charging standard of this area is quoted according to the construction area (tentative) ① Residential property service fee: 0.40 yuan/square meter/month; ② Elevator fee: 0.40 yuan/m2/month; ③ Secondary water supply fee: 0. 10 yuan /m2/ month; ④ Business users: 0.90 yuan/square meter/month.
After the takeover, the property service charges shall be reported to the Price Bureau for approval according to the actual situation of the community and implemented according to the charging documents.
The final charge price is lower than the price approved by the price bureau.
Service first and then charge, and car owners can voluntarily pay in advance.
We sincerely ask all owners to supervise, help and guide our service work, so that we can work together to create our beautiful home.
* * * Property Management Co., Ltd.