客服部工作手册---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---目录客服部质量目标：......................................4一、前言..............................................4二、客服组织架构.......................................4三、部门职能：.........................................4四、客服部相关规定.....................................5（一）物业接管验收要求及规程...........................5（二）空置房治理规定...................................6（三）首问责任制治理规定...............................7（四）客服值班治理规定.................................8（五）咨询服务治理规定................................10---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---（六）办理车位手续治理规定............................11（七）借（领）钥匙治理规定............................11（八）楼宇巡查治理规定................................12（九）报修治理规定....................................14（十）装修治理规定....................................15（十一）二手房交接治理规定............................16（十二）走访治理规定..................................17（十三）业户投诉处理规定..............................18（十四）回访治理规程..................................20（十五）业户违章处理治理规定..........................21（十六）社区文体活动组织实施操作规定..................24（十七）紧急事件处理制度..............................25（十八）业主档案治理规定..............................26（十九）职职员牌治理制度..............................26五、治理规范..........................................29六、工作流程..........................................341.首问责任制操作流程..................................342.车位办理流程图：....................................35---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---3.报修流程图：........................................364.办理装修流程图：....................................375.二手房交接治理流程..................................386.业户中意调查流程图..................................397.业户投诉流程图：....................................408.突发事件处理流程....................................418.办理世界花卉大观园流程..............................42七、相关表格..........................................431.《空置房巡查记录表》XST-HD-KF-001...................432.《来电、来访咨询记录》XST-HD-KF-002................443.《值班周检查记录表》XST-HD-KF-003...................454.《客服排班表》XST-HD-KF-005.........................465.《交接班记录》XST-HD-KF-004.........................476.《突发事件登记表》XST-HD-KF-024.....................487.《车位办理登记表》..................................498.《借用钥匙记录表》XST-HD-KF-006.....................509.《楼宇巡查记录表》XST-HD-KF-007.....................5110.《违规通知单》XST-HD-KF-008........................52---本文来源于网络，仅供参考，勿照抄，如有侵权请联系删除---11.《客服报修记录》XST-HD-KF-011......................5312.《报修回访记录》XST-HD-KF-009......................5413.《入户回访单》XST-HD-KF-010........................5514.《装修施工申请表》.................................5615.《室内装修检查表》XST-HD-KF-012....................5716.《室内装修违规记录表》XST-HD-KF-013...............5817.《装修违章整改通知书》XST-HD-KF-014................5918.《二手房交接确认单》XST-HD-KF-015..................60...