【正文】 1 遠(yuǎn)洋城 銷(xiāo)售中心 物業(yè) 服務(wù)方案 20xx 年 4 月 2 目 錄 第一章 遠(yuǎn)洋城銷(xiāo)售中心概括 .......................................................................................... 4 第二章 服務(wù)規(guī)范及內(nèi)容 ............................................................................................... 5 一．銷(xiāo)售中心客群分析 ............................................................................................... 5 ■ 直接客戶(hù) ............................................................................................................ 5 ■ 間接客戶(hù) ............................................................................................................ 5 二 ．遠(yuǎn)洋城銷(xiāo)售中心服務(wù)策劃 .................................................................................... 5 ■ 無(wú)縫隙銜接服務(wù) ................................................................................................. 5 ■ 橫向溝通和服務(wù)評(píng)價(jià)機(jī)制 ................................................................................... 8 ■ 現(xiàn)場(chǎng)專(zhuān)業(yè)物業(yè)顧問(wèn)服務(wù) ...................................................................................... 8 ■ 體驗(yàn)星級(jí) VIP 貴賓服務(wù)（針對(duì)間接客戶(hù)） ......................................................... 9 三．銷(xiāo)售中心接待規(guī)范 ............................................................................................. 13 ■ 銷(xiāo)售中心接待流程 ............................................................................................ 13 ■ 銷(xiāo)售中心接待工作內(nèi)容 .................................................................................... 13 ■ 各項(xiàng)操作規(guī)程 ................................................................................................... 15 四．樣板間接待規(guī)范 ................................................................................................. 20 ■ 操作要點(diǎn) .......................................................................................................... 20 第三章 服務(wù)范圍、模式及內(nèi)容 .................................................................................... 22 一．銷(xiāo)售大廳 ............................................................................................................ 22 二．樣板區(qū) ................................................................................................................ 22 三．辦公室 ................................................................................................................ 22 四．外圍臨時(shí)停車(chē)場(chǎng) ................................................................................................. 22 五．售樓現(xiàn)場(chǎng)入口 ..................................................................................................... 23 六．食堂管理 ............................................................................................................ 23 第四章 銷(xiāo)售中心管理細(xì)則及工作進(jìn)程 ....................................................................... 24 一．銷(xiāo)售中心的開(kāi)放安排 .......................................................................................... 24 二．照明燈、空調(diào)的開(kāi)啟及關(guān)閉安排 ....................................................................... 24 三．銷(xiāo)售中心、樣板間物品交接 ............................................................................... 24 ■ 驗(yàn)收交接 .......................................................................................................... 24 ■ 接管后日常交接程序 ........................................................................................ 24 3 第五章 銷(xiāo)售中心服務(wù)人員組織架構(gòu)及培訓(xùn) ................................................................ 26 一．組織架構(gòu) ............................................................................................................ 26 二．遠(yuǎn)洋城銷(xiāo)售中心服務(wù)人員配置 ........................................................................... 27 三．服務(wù)流程 ............................................................................................................ 28 四．主要服務(wù)人員崗位職責(zé)及標(biāo)準(zhǔn) ........................................................................... 28 ■ 物業(yè)經(jīng)理 .......................................................................................................... 28 ■ 主管 .................................................................................................................. 29 ■ 吧臺(tái)客服 .......................................................................................................... 30 ■ 樣板間管理員 ................................................................................................... 30 ■ 禮仕 /門(mén)童 /迎賓 ................................................................................................ 31 五．服務(wù)人員培訓(xùn)管理 ............................................................................................. 32 六．員工基本行為規(guī)范 ............................................................................................. 32 ■ 儀容儀表 .......................................................................................................... 32 ■ 文明用語(yǔ) .......................................................................................................... 33 ■ 工作基本要求 ................................................................................................... 33 ■ 禮儀注意事項(xiàng) ................................................................................................... 34 第六章 遠(yuǎn)洋城銷(xiāo)售中心突發(fā)事件處理 ....................................................................... 35 一．突發(fā)事件定義 ..................................................................................................... 35 二．各類(lèi)突發(fā)事件舉例 ............................................................................................. 35 ■停電停水事件 .........................................................................................