【正文】 ............................................................................................8 . 客服部員工服務(wù)管理標(biāo)準(zhǔn)作業(yè)規(guī)程 ......................................................................................................11 . 客服部員工績(jī)效考評(píng)實(shí)施標(biāo)準(zhǔn)作業(yè)規(guī)程 ............................................................................................. 17 . 檔案管理標(biāo)準(zhǔn)作業(yè)規(guī)程 .......................................................................................................................... 20 . 辦理入住標(biāo)準(zhǔn)作業(yè)規(guī)程 .......................................................................................................................... 21 . 服務(wù)收費(fèi)標(biāo)準(zhǔn)作業(yè)規(guī)程 .......................................................................................................................... 23 . 客戶申請(qǐng)服務(wù)標(biāo)準(zhǔn)作業(yè)規(guī)程 .................................................................................................................. 23 . 前臺(tái)管理標(biāo)準(zhǔn)作業(yè)規(guī)程 .......................................................................................................................... 24 . 客戶服務(wù)查詢標(biāo)準(zhǔn)作業(yè)規(guī)程 .................................................................................................................. 26 . 外借物品標(biāo)準(zhǔn)作業(yè)規(guī)程 .......................................................................................................................... 26 . 小件物品寄存標(biāo)準(zhǔn)規(guī)程 .......................................................................................................................... 27 . 處理業(yè)主投訴標(biāo)準(zhǔn)作業(yè)規(guī)程 .................................................................................................................. 28 . 巡視工作標(biāo)準(zhǔn)作業(yè)規(guī)程 .......................................................................................................................... 31 . 業(yè)主走訪 /回訪工作管理標(biāo)準(zhǔn)作業(yè)規(guī)程 ................................................................................................ 33 . 空置房管理標(biāo)準(zhǔn)作業(yè)規(guī)程 ...................................................................................................................... 34 . 業(yè)主裝修標(biāo)準(zhǔn)作業(yè)規(guī)程 ………………………………………………………………………...34 . 業(yè)主求助服務(wù)管理作業(yè)規(guī)程 .................................................................................................................. 36 . 值班與交接班標(biāo)準(zhǔn)作業(yè)規(guī)程 .................................................................................................................. 38 . 社區(qū)文體活動(dòng)組織實(shí)施標(biāo)準(zhǔn)作業(yè)程序 ................................................................................................. 40 . 業(yè)主意見(jiàn)征詢標(biāo)準(zhǔn)作業(yè)規(guī)程 .................................................................................................................. 40 . 特殊事件處理標(biāo)準(zhǔn)作業(yè)規(guī)程 .................................................................................................................. 41 6. 相關(guān)表格清單 ........................................................................................... 44 . 附件一《業(yè)主違章處理記錄表》 .......................................................................................................... 44 . 附件二《客服部前臺(tái)、夜值、綠化保潔、管家日、周、月檢、抽檢考評(píng)表》 .......................... 45 . 附件三《客服部經(jīng)理 、日檢、周檢、月檢、抽檢考評(píng)表》 ............................................................ 46 . 附件四《小區(qū)客服中心業(yè)主檔案查閱、復(fù)印審批表》 .................................................................... 47 . 附件五《小區(qū)客服中心業(yè)主檔案目錄》 ............................................................................................. 48 . 附件六《 業(yè)主情況登記表》 .................................................................................................................. 49 . 附件七《小區(qū)物品領(lǐng)用登記表》 .......................................................................................................... 50 . 附件八《繳款通知書》 .......................................................................................................................... 50 . 附件九《催繳通知書（ 1） 》 .................................................................................................................. 52 . 附件十《客服中心業(yè)主 \租戶收費(fèi)單簽收表》 .................................................................................... 53 . 附件十一《小區(qū)客服中心特約服務(wù)收費(fèi)單（三聯(lián)）》 ...................................................................... 54 . 附件十二《小區(qū)客服中心特約服務(wù)項(xiàng)目匯總表》 ............................................................................ 55 . 附件十三《 電梯搬家預(yù)約單》 .............................................................................................................. 56 . 附件十四《小區(qū)客服中心來(lái)電來(lái)訪記錄表》 ..................................................................................... 57 . 附件十五《借物登記表》 ...................................................................................................................... 58 . 附件十六《 寄存單》 .............................................................................................................................. 59 . 附件十七《小區(qū)客服中心 物品寄存保管登記表》 ............................................................................ 60 . 附件十八《業(yè)戶投訴登記表》 .............................................................................................................. 60 . 附件十九《業(yè)戶投訴處理單》 .............................................................................................................. 62 . 附件二十《綜合巡查登記表》 .............................................................................................................. 63 . 附件二十一《綜合巡查問(wèn)題處理表》 ................................................................................................. 64 . 附件二十二《業(yè)主意見(jiàn)反饋表》 .......................................................................................................... 65 . 附件二十三《空置房登記表》 .............................................................................................................. 66 . 附件二十四《業(yè)主求助登記表》 .......................................................................................................... 67 . 附件二十五《小區(qū)客服中心前臺(tái)、夜值值班及交接記錄》 ............................................................ 68 . 附件二十六《社區(qū)文化活動(dòng)登記表》 ................................................................................................. 69 . 附件二十七《 服務(wù)意見(jiàn)