【正文】 quality and on the building of a harmonious munity and promote the harmonious development of the society to have the important meaning. 【 key word】 property management service quality Countermeasures 廣東交通職業(yè)技術(shù)學(xué)院公路學(xué)院 2021 屆物業(yè)管理專業(yè)畢業(yè)論文 目錄 【摘要】 .....................................................................................................................................III Abstract .....................................................................................................................................IV 第 1章、物業(yè)管理客戶服務(wù)概述 ................................................................................................... 1 客戶服務(wù)的含義 ..................................................................................................................... 1 客戶服務(wù)在物業(yè)管理中的作用 ................................................................................................ 1 第 2章、物業(yè)管理客戶服務(wù)特性 ................................................................................................... 1 服務(wù)和管理合二為一 .............................................................................................................. 2 服務(wù)對(duì)象非常廣泛，服務(wù)內(nèi)容不斷豐富 .................................................................................. 2 服務(wù)標(biāo)準(zhǔn)難于落實(shí) ................................................................................................................. 2 第 3章、物業(yè)管理客戶服務(wù)質(zhì)量社會(huì)現(xiàn)狀 ..................................................................................... 3 物業(yè)管理與業(yè)主之間矛盾重重 ................................................................................................ 3 行業(yè)人才匱乏，高素質(zhì)人才 更是鳳毛麟角 .............................................................................. 3 客服資金投入與產(chǎn)出比例失調(diào) ................................................................................................ 4 物業(yè)管理的法制建設(shè)滯后 ....................................................................................................... 4 第 4章、影響物業(yè)管理客戶服務(wù)質(zhì)量的主要原因 .......................................................................... 5 觀念亟待轉(zhuǎn)變，物業(yè)管理推廣難 ............................................................................................ 5 建筑工程遺留問(wèn)題多，物業(yè)服務(wù)不到位 .................................................................................. 5 市場(chǎng)競(jìng)爭(zhēng)不足，服務(wù)質(zhì)量提升難 ............................................................................................ 5 物業(yè)管理公司游離于業(yè)主委員會(huì) ............................................................................................ 5 小區(qū)設(shè)施不健全 ..................................................................................................................... 6 物業(yè)管理企業(yè)與業(yè)主缺乏溝通 ................................................................................................ 6 第 5章、如何做好物業(yè)客戶服務(wù)工作 ............................................................................................ 6 要擺正位置，調(diào)整心態(tài) .......................................................................................................... 6 要博學(xué)多才，能言善辯 .......................................................................................................... 7 要嚴(yán)格自律，不計(jì)較個(gè)人得失 ................................................................................................ 7 要明禮誠(chéng)信，盡職盡則 .......................................................................................................... 7 要追求卓越，勇于開(kāi)拓 .......................................................................................................... 7 適當(dāng)?shù)靥峁┰鲋捣?wù) .............................................................................................................. 8 廣東交通職業(yè)技術(shù)學(xué)院公路學(xué)院 2021 屆物業(yè)管理專業(yè)畢業(yè)論文 第 6章、提高物業(yè)管理客戶服務(wù)質(zhì)量的建議 ................................................................................. 8 加強(qiáng)小區(qū)基礎(chǔ)設(shè)施建設(shè) .......................................................................................................... 8 引入優(yōu)秀人才 ........................................................................................................................ 8 建立良好的客戶服務(wù)質(zhì)量標(biāo)準(zhǔn) ..............................................................................................