What are the property etiquette trainings?

Property service etiquette training content

The etiquette image of property customer service is a reflection of the image, demeanor and accomplishments of the property itself. Whether the property customer service understands and uses the basic etiquette in modern property customer service not only reflects The quality of the customer service itself also reflects the corporate culture level of the property company itself. Moreover, the property management industry belongs to the service industry, and serving people is the main form of its activities. Therefore, when dealing with people and providing good services to customers, paying attention to politeness and etiquette is of great significance to doing a good job in property management.

1. Telephone Etiquette of Property Customer Service

One of the important tasks of property customer service is to receive and make a large number of phone calls every day. It seems that making a phone call is very easy. Talking to the other party through the microphone feels as simple as talking in person. In fact, it is not the case. Making a phone call is very particular. It can be said to be a knowledge and an art.

Answer the phone promptly

Generally speaking, in the office, you should answer the phone before it rings 3 times, and apologize after 6 times: "I'm sorry for keeping you waiting. "If the callee is doing something important and cannot answer the call in time, the person taking the call should give a proper explanation.

If you do not answer the phone promptly, do not apologize, or are even extremely impatient, it is extremely impolite behavior. Answering the call as quickly as possible will leave a good impression on the other person and make them feel valued.

Confirm the other party

When the other party calls, they will usually take the initiative to introduce themselves. If there is no introduction or you did not hear clearly, you should take the initiative to ask: "Who are you? What can I do for you? Who are you looking for?" However, people are accustomed to pick up the phone receiver and ask: " Hello! Who's there?" To the other party, this sounds strange, distant, and lacking in human touch.

When you receive a call from the other party, you should pick up the receiver and introduce yourself first: "Hello! I am so-and-so." If the person the other party is looking for is nearby, you should say: "Please wait a moment." Wait." Then cover the phone with your hand and gently ask your colleague to pick up the phone. If the person the other party is looking for is not available, you should tell the other party and ask: "Do you need to leave a message? I will definitely pass it on!"

Pay attention to art

When answering the phone, you should pay attention to keeping your mouth harmonious. Keep a distance of about 4 centimeters from the microphone; put your ear close to the microphone and listen carefully to what the other party is saying. Finally, let the other person end the call and gently put the receiver away. Don't throw it back to where it was before. This is extremely rude. It's best to hang up after the other person.

And choose a good time when making phone calls. If it is not an important matter, try to avoid the time when the callee is resting or eating, and usually a call should not be longer than 3 minutes.

Adjust your mentality

When you pick up the phone, be sure to smile. Don’t think that a smile can only be shown on your face, it can also be hidden in your voice. A friendly and warm voice will immediately make the other person have a good impression of us. If you keep a straight face, your voice will become cold.

Therefore, you should not be too casual when answering the phone. You must pay attention to necessary etiquette and certain skills to avoid misunderstandings. Whether we are making or answering the phone, we should be enthusiastic, generous and natural in tone, moderate in volume, clear in expression, concise and civilized.

2. Property Customer Service Appearance

Clothing: During working hours, you should wear uniforms made by the company. Clothing should be clean and flat, without obvious stains or damage, and cufflinks, coats, etc. Pockets contain no items. Tank tops, jeans, shorts, short skirts, collarless T-shirts, slippers, and other clothing inappropriate for the office are not allowed.

Work badge: You must wear a work badge when working. It is not allowed to be worn or covered. Take good care of your work cards and keep them clean.

Appearance: Male employees must not grow beards, and must not retain eye, nose, or earwax, have no exposed nose hair, and must not grow beards; their teeth must be white, and they must not eat food with an odor before going to work. Female employees must wear light makeup and are not allowed to wear heavy makeup or exaggerated jewelry. Do not do makeup in public places.

Shoes and socks: Keep them bright and free of dust. Do not slap on the soles. Wear flesh-colored socks without patterns. The tops of the socks should not be exposed.

The uppers of shoes should be kept clean and bright, and metal shoes are not allowed. Male employees must wear black leather shoes.

Hands: should be kept dry and clean, no long nails allowed, no colored nail polish.

Hair: Male employees are not allowed to have long hair, nor are they allowed to shave their heads, and their hair should not cover their ears or collar. Female employees’ hair should be neatly combed, no weird hairstyles should be done, and the hair should be dignified and elegant. Operation level personnel wear uniform headbands.

Expression specifications: Smile sincerely and always smile. When facing customers and colleagues, you should be enthusiastic, cordial and friendly, and have a sympathetic expression when necessary. Be energetic, full of emotions, neither humble nor arrogant.

3. Polite terms for property customer service

Appellations: miss, madam, madam, sir, comrade, elder sister, aunt, teacher, etc.

Greetings: Hello, good morning, good afternoon, morning, good morning, good afternoon, good evening, you have worked hard on the road, you are back.

Welcome: Welcome to our community, welcome to our building, and welcome.

Congratulations: Congratulations, happy holidays, merry Christmas, happy new year, happy birthday, happy wedding, happy new year, and good fortune.

Farewell: Goodbye, good night, see you tomorrow, I wish you a safe journey and welcome you back next time.

Apologetic words: I'm sorry, please forgive me, I've disturbed you, I'm rude.

Thank you: Thank you, thank you very much.

Response: Yes, okay, I understand, thank you for your kindness, you're welcome, it's okay, this is what I should do.

Inquiry: What can I do for you? What can I do for you? Do you need anything from me? Do you have anything else?

Basic polite expressions 10 words: Hello, please, thank you, sorry, goodbye.

4. Property customer service behavior

Standing posture: upright. It is required that the head is upright, the neck is straight, the shoulders are flat, the eyes are looking straight ahead, the chest is raised and the abdomen is lifted, the arms droop naturally, the heels are together, and the hands are put together in front of the abdomen.

Sitting posture: decent. Sit firmly, keep your chest upright, your waist slightly drawn in, and do not put your hands between your thighs or shake your legs or hug your knees; if a woman has her legs together, they can be stacked, parallel, front to back, or crossed. If the body leans slightly forward, it means Be respectful and humble.

Mobile posture: steady. The shoulders are required to be stable, the arms swing naturally, the steps are moderate, and do not rush to move or look around. Note: Do not put your hands in your pockets when walking; do not have more than three people walking side by side in the workplace; when meeting the owner or guests, give way and say "Hello!" with a smile.

Squatting posture: If you are picking up objects from low places, you should maintain a generous and upright squatting posture. The basic essentials of an elegant squatting posture are: one foot in front, one foot in the back, squat with both legs down, the front foot is fully on the ground, and the calf is basically perpendicular to the ground; the heel is lifted, the sole of the foot is on the ground, and the buttocks are downward. Don’t fall headfirst.

When you shake hands with others, the strength should be moderate. Don't hold the other person's hand for too long or too hard, nor too softly or too weakly; don't shake the other person's hand vigorously; don't shake hands with wet hands. At the same time, you should look at the other person, smile, and say "Nice to meet you" or "Nice to meet you." The woman extends her hand first, and then the man can hold it.

Gestures should be moderate, less rather than more, and no pointing is required. When talking to others, do not put your hands in your pockets or cross your arms.

It is not allowed to talk, laugh, make noise, hum songs, or whistle loudly in the office or the community.

When talking to business owners, you should maintain eye contact, smile naturally, listen attentively, and show respect and understanding.

It is prohibited to smoke, eat, chew gum, read books and newspapers, pick noses, ears, stretch, yawn, pick nails, scratch skin, tidy up personal clothes and make other inappropriate behaviors in front of customers. Elegant behavior.

Avoid coughing or sneezing in front of business owners. If you have to, cover your mouth and nose with a tissue, turn your head away from others, and apologize promptly and say "I'm sorry."

Do not do anything unrelated to work during working hours, such as listening to the radio, playing computer games, etc.

When attending various meetings, consciously turn off your cell phone and pager, or set them to vibrate.

When entering the office of a superior or other department, you should knock three times in a row with your bent index finger, neither lightly nor hard, in a hurry or slowly; if the door is ajar or open, you should also knock on the door and ask " Can you come in?" You can enter only after obtaining permission; if the door is closed when you enter, you should gently close the door when you come out; if no one responds, you can ask "Is there anyone there?", if there is still no response. If you respond, we will come back at another time. No unauthorized intrusion is allowed.

Keep the desk surface clean and tidy. Only document baskets, pencil boxes, calendars, water glasses and other essential items are allowed to be placed. It is prohibited to pile up newspapers, materials, documents and other sundries indiscriminately.