中国·重庆「鲁能·星城」客户服务中心操作手册（修订本）戴德梁行房地产顾问（重庆）有限公司鲁能星城项目管理处二○○八年三月Ref:CELE2008/PX/PX/080306签发人：目录第一部分组织架构及岗位职责...........................................................................................................2一、客户服务中心架构及编制.............................................................................................................2二、客户服务中心工作职责................................................................................................................3三、客户服务中心各岗位工作职责.....................................................................................................41.0客服中心经理................................................................................................................42.0客服助理.......................................................................................................................43.0客户维修技工................................................................................................................55.0会所助理.......................................................................................................................6第二部分操作流程及制度..................................................................................................................6一、特约服务处理程序.......................................................................................................................62.0特约服务处理流程.........................................................................................................62.0工作程序.......................................................................................................................7二、客户投诉处理程序.....................................................................................................................141.0客户投诉处理流程.......................................................................................................142.0工作程序.....................................................................................................................15三、“一站式”服务操作规程...........................................................................................................181.0工作流程.....................................................................................................................18四、保洁绿化操作程序.....................................................................................................................211.0清洁绿化工作流程.......................................................................................................212.0垃圾清运工作流程.......................................................................................................223.0工作程序.....................................................................................................................23五、拜访客户制度.............................................................................................................................251.0拜访客户流程..............................................................................................................252.0目的及适用范围...........................................................................................................253.0拜访目标....
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