文档介绍：客服部流程图新 3
County continuation records has examined and approved the draft, spirit, believe, comprehensive Yearbspirit, believe, comprehensive Yearbook of zhuanglang already prepared draft, entered the phase of evaluation. Civil air defense work
客服管家全程跟踪维修进度，全程监控维修过程
程，并负直接管理责任
维修完毕，业主验收合格。
维修人员立即整进行现场维修
维修部维修完毕，维修人员和业主共同在维修验收合格后于《特约维修单》上签名确认，《特约维修维修单》客户联。
留与住户。
施工队维修完毕，维修人员和业主同在维修验收合
格后于《维保单》上签名确认。
《特约维修单》、或《维保单》各留一联于项目部分户存档
前台接报客服员再次进行入户回访：
1、实地查看维修项目
2、向在维修现场的业主（住户）或家人了解维修人员服务情况
3、询改进意见
4、核对收费情况
。
业主来电来访咨询投诉
业主咨询、投诉流程图
接待住户咨询投诉及记录工作
客服接听人员应记录住户的房号、姓名、联系方式以及咨询投诉详情。并区分是有效投诉还是无效投诉。
County continuation records has examined and approved the draft, spirit, believe, comprehensive Yearbook of zhuanglang already prepared draft, entered the phase of evaluation. Civil air defense work
County continuation records has examined and approved the draft, spirit, believe, comprehensive Yearbook of zhuanglang already prepared draft, entered the phase of evaluation. Civil air defense work5
County continuation records has examined and approved the draft, spirit, believe, comprehensive Yearbook of zhuanglang already prepared draft, entered the phase of evaluation. Civil air defense work
暂时不能解答的,告之投诉者已详尽记录，会尽快将咨询、投诉内容转报给相关人员，或主管经理。
能予以解答或解决的,应当场解答或解决,并在“处理结果”栏注明处理情况。
客服记录人员在“记录人”栏签字确认
告之区域管家及相关人员前去处理业主投诉，并在“备注”栏注明处理情况
客服员及相关人员处理咨投诉
客服员查看《客服诉求记录表》，将咨询投诉内容并详细记录在《工作日志本》上，后续对其回访
重点对其做回访工做(重要时需主管经理做回访工作
County continuation records has examined and approved the draft, spirit, believe, comprehensive Yearbook of zhuanglang already prepared draft, entered the phase of evaluation. Civil air defense work
County continuation records has examined and approved the draft, spirit, believe, comprehensive Yearbook of zhuanglang already prepared draft, entered the phase of evaluation. Civil air defense work6
County contin