[计算机]微软保安管理-Guardservicecomplainthandling.doc

Guard Service Complaint Handling Procedure保安服务投诉处理程序ClassificationInternalDoc No.GCRSE-GP-S-?Effective Date05/12/2009Update Date05/12/2009Ver.1.0Page5 of 121. Purpose目的This document aims to provide a guideline how to face and handle the complaint from customer during the servicer deliver.本文旨在给保安员提供在服务期间如何正确对待和处理客户投诉的一个基本指引。Scope范围This policy & procedure applies to all Microsoft facilities and premises in GCR.本政策和程序适用于所有微软房地产和大中华区内的基地。3. Definition定义3.4 Security guards The person from security service vender authorized by GCR Dept.保安大中华安全部授权的保安公司服务人员3.5 GCR Security the MS security organization whose responsibility cover all Great China Region指负责微软大中华区保安管理的组织4. Roles & Responsibilities任务和责任4.1 GCR Security guard : GCR 保安5. Statement of Policy政策综述5.1 Sorts of complaint 投诉的种类5.1.1 Quality of guard service -保安服务质量投诉-客人对保安服务的礼仪、态度、服务方式等不满意而提出的相关投诉5.1.2 Security management保安管理投诉-客人对保安管理上不足、漏洞、方式等方面的投诉5.1.3 Security system保安系统投诉-保安对保安系统，如门禁系统、报警系统、闭路监控系统等存在的问题、不足、不当等提出的相关投诉。5.2 Channel of complaint 投诉渠道5.2.1 Verbal, such as comments, complaints -makes the record and report to security supervisor/manager as soon as possible.口头投诉，例如建议、抱怨等-作好记录并尽快汇报给保安主管及经理5.2.2 Written complaint, such as email, letter etc. -Forward the message to security supervisor and manager immediately. 书面投诉，如邮件、投诉信等-将投诉信或邮件等信息立即转送保安主管和经理。5.3 How to face and handle the complaint 5.3.1 Security guard/leader received the complaint from customer, whatever the complaint is right or wrong, dont refute or argue with complainant, just listen at others with modest, and record the complaint then report to immediate supervisor/manager.如果保安/组长接到客户投诉，无论你认为是对还是错，除非是客户要求解释，否则不要反驳客人或与客人发生任何争执，应虚心听取他人意见，并事后将投诉记录下来，将投诉情况向保安主管/经理汇报；5.3.2 After received the complaint, the security supervisor /manager should immediate conduct the investigation, and understand the root cause of the complaint, if it is misunderstand from the complaint, security supervisor/manager responsible for explain, if the complaint is the problem about quality of guard service, or management default or security system problem, security supervisor/manager should take immediate corrective action and make preventive measure for long term, and make the evaluation of action plan.保安主管/经理在收到投诉后，应尽了解情况和进行调查，如是客人误会，应礼貌向投诉者进行解释，如是保安服务质量、或管理、或安全系统而产生的问题，则应了解事情发生的根本原因，并作出针对性的即时改善措施和长期的整改计划，并对改善情况作出评估；5.3.3 After understanding the root cause and working out the corrective actions, in general, security supervisor/manager should gives the feedback to complainant in the same day, and inform the result of improvement later, learn how they satisfy to the result, if it cannot meet their exception, discuss with the complainant and review the action plan again, until the result completely meet the exception. 当事件了解清楚并做出改善计划后，原则上应于当日给客户回馈，并将事后改善的情况和结果反馈给投诉者/部门，了解他们对改善后的满意情况，如果客户依然不满意，则应与客户讨论他们的期望，并对改善措施进行重新审查和调整，直至达到客户的期望为止。5.3.4 定期对保安服务、安全管理和保安系统进行评估和审核，并在与部门沟通会上广泛征求意见，提前做好各方面的工作，减少投诉数量。Handle flow Customer ComplaintSecurity guard/leader receives the complaintImmediate reactionReport to Security Supervisor/ManagerSupervisor/Manager complaint handling and guideline providingImmediate investigation and reaction resultCorrective action planResult of improvementCustomer Satisfac