物業管理基本內容按服務的性質和提供的方式可分爲：常規性的公共服務、針對性的專項服務和委託性的特約服務三大類。也是我門最常接觸的管理方式之一。
物業管理畢業論文提綱
【摘要】
物業管理屬於服務行業，所生產的是無形的服務產品，因此，客戶服務水平的好壞直接影響業主對物業管理的滿意程度，客戶服務質量的好壞直接影響到物業管理企業的經營效益。本文圍繞我市現時物業管理客戶服務質量存在的主要問題，分析影響物業管理客戶服務質量的主要因素，並有針對性地提出提高物業管理客戶服務質量的建議。
物業管理行業存在的客戶服務質量問題影響了物業管理企業的發展與社會和諧的建設，不斷改善企業自身存在的問題和提高資質水平有利於客戶服務質量水平的提高。隨着人民生活水平與文化素質的不斷提高，其消費觀念、維權意識也在發生着巨大的變化，享受優質的物業管理客戶服務已成爲廣大業主的心聲。探討如何協調物業管理企業和業主的關係，提高物業管理企業的'客戶服務質量，對於建設和諧社區乃至推動社會的和諧發展具有重要意義。
【關健詞】 物業管理 客戶服務質量 對策
Abstract
Property management belong to the service sector, and the production of is the intangible service products, and therefore, the customer service level will have a direct impact on the owner of the property management in the satisfaction, customer service quality has a direct influence on the property management enterprise's operation efficiency. This paper focus on the current property management of quality service to customers, the main problems of property management of analysis on the main factors of quality service to customers, and thereafter puts forward improving customer service quality property management advice.
Property management industry existing customer service quality problem affected property management enterprise development and the construction of harmonious society, and constantly improve enterprise own problems and improve the level of qualification to raise the level of quality service to customers. As the people's living level and culture quality rise ceaselessly, the consumption idea, rights protection consciousness is also in having huge changes, enjoy high quality property management customer service has become a general owners' aspirations. Discusses how to coordinate the property management enterprise and the owner of the relationship, improve property management enterprise customer service quality and on the building of a harmonious community and promote the harmonious development of the society to have the important meaning.
【key word】 property management service quality Countermeasures
【摘要】
III Abstract
IV 第1章、物業管理客戶服務概述
1 1.1 客戶服務的含義
1 1.2 客戶服務在物業管理中的作用 ............................................................................................................. 1 第2章、物業管理客戶服務特性 ................................................................................................................. 1 2.1 服務和管理合二爲一 ............................................................................................................................. 2 2.2 服務對象非常廣泛，服務內容不斷豐富 .............................................................................................
2 2.3 服務標準難於落實 ................................................................................................................................. 2 第3章、物業管理客戶服務質量社會現狀 ................................................................................................. 3 3.1 物業管理與業主之間矛盾重重 ............................................................................................................. 3 3.2 行業人才匱乏，高素質人才更是鳳毛麟角 ......................................................................................... 3 3.3 客服資金投入與產出比例失調 ............................................................................................................. 4 3.4 物業管理的法制建設滯後 ..................................................................................................................... 4 第4章、影響物業管理客戶服務質量的主要原因 ..................................................................................... 5 4.1 觀念亟待轉變，物業管理推廣難 ......................................................................................................... 5 4.2 建築工程遺留問題多，物業服務不到位 ............................................................................................. 5 4.3 市場競爭不足，服務質量提升難 ......................................................................................................... 5 4.4 物業管理公司遊離於業主委員會 ......................................................................................................... 5 4.5 小區設施不健全 ..................................................................................................................................... 6 4.6 物業管理企業與業主缺乏溝通 ............................................................................................................. 6 第5章、如何做好物業客戶服務工作 ......................................................................................................... 6 5.1 要擺正位置，調整心態 ......................................................................................................................... 6 5.2 要博學多才，能言善辯 ......................................................................................................................... 7 5.3 要嚴格自律，不計較個人得失 ............................................................................................................. 7 5.4 要明禮誠信，盡職盡則 ......................................................................................................................... 7 5.5 要追求卓越，勇於開拓 ......................................................................................................................... 7 5.6 適當地提供增值服務 ............................................................................................................................. 8
第6章、提高物業管理客戶服務質量的建議 ............................................................................................. 8 6.1 加強小區基礎設施建設 ......................................................................................................................... 8 6.2 引入優秀人才 ......................................................................................................................................... 8 6.3 建立良好的客戶服務質量標準 ............................................................................................................. 8 6.4 建立規範合理的收費標準 ................................................................................................................... 10 6.5 強化業主權責意識
11 6.6 完善物業管理法律法規
11 結束語
12 參考文獻
13 致謝