Standardize and guide households in paid cleaning services to ensure the efficiency and quality of paid services.
2.0 Scope of application
The paid cleaning service of households carried out by the service center.
3.0 Liability
3.1 The environmental leader is responsible for the pricing of paid service projects, the organization and implementation of paid cleaning services, and the quality monitoring of the service process.
3.2 The cleaner is responsible for the paid cleaning service of specific households in accordance with this work instruction.
4.0 Method and process control
4.1 Accepting the order: After the environmental supervisor / foreman confirms the price of the paid service item with the household (according to the relevant charging standard of the “Owner and Resident Manual” and the latest charging standard of the property service center), fill out the “Special Service Form” and record the service The content and working time of the work, the requirements and precautions of this service work.
4.2 Preparation: The cleaners should pay attention to check their appearance and instruments when receiving service assignments; prepare the cleaning equipment, tools, cleaning agents, etc. required for the service; keep in mind the work requirements, precautions and service standards.
4.3 Knocking on the door: arrive at the designated place on time; before entering the customer's home, you should gently knock on the door and report your identity statement, and you can enter only after obtaining the customer's permission. If the customer is not at home, when leaving the key to request service, you must knock on the door before entering the door. Make sure that no one can open the door gently with the key and hang the "cleaning in progress" sign on the door lock.
4.4 Introduction: When the customer opens the door or asks inside, he first introduces himself: "Hello, I'm disturbed. I'm a cleaner of the service center ×, come to do paid cleaning services for you."
4.5 Into the door: When entering the home of paid service customers, employees should take off their shoes outside the door, enter barefoot or wear their own clean shoe covers (if the cleaning is completed after the decoration is clean, wear the shoes with the permission of the customer), service after the customer's permission, enter Footsteps should be light when indoors, and cleaning equipment, tools, and cleaning agents should be handled lightly.
4.6 Inspection: Enter first to check the service location for abnormal phenomena and damaged items. If any abnormality is found, it should be reported to the client and foreman before working.
4.7 Cleaning: Work in accordance with the specified content and requirements, and the specific operation method should be in accordance with the relevant work regulations. During the whole working period, it is not allowed to accept items sent by customers, nor to borrow tools, rags, etc. from customers' homes.
4.8 Arrangement: Put the cleaned items back in place without damage to any items. After cleaning, collect the cleaning equipment, tools, cleaning agents, etc.
4.9 Explanation: Explain the cleaning effect to customers to ensure customer satisfaction. If it cannot be cleaned for some reason, it must be explained clearly to the customer until satisfied.
4.10 Signing: After the work is completed, the environmental foreman should personally check the service quality, please check and accept the customer ’s opinions on the service, and ask the customer to sign on the service form to //confirm/i/i; if the customer is not at home, the environmental foreman should check the work with the cleaning staff After no omission, turn off the power, lock the door, and submit the work order to the customer service center for processing.
4.11 Farewell: After signing, please politely say goodbye to the customer, walk out of the room, and walk lightly. When moving the cleaning equipment and supplies to the door, you should turn around and face the customer of the room, saying: "In the future, there is a need for cleaning services, please feel free to contact the customer service center Contact, bye. "
4.12 Notes
4.12.1 When cleaning services at customers' homes, employees with good ideological and technical qualities must be selected, and after strict discipline training, they can be tasked.
4.12.2 When performing paid cleaning services, employees should be full of spirits, with neat appearance and instruments, not to distribute their heads, treat people politely, and provide civilized service; they must wear work permits during service to accept customer supervision.
4.12.3 When there is a doorbell at the customer's home, lightly press the doorbell, and the ringing time should not be too long. If no one answers, ring the bell again, and the ringing time will increase; when there is no doorbell, the door will be knocked three times, and if no one answers, the door will be knocked again. The knocking rhythm is getting faster and stronger.
4.12.4 It is forbidden to speak loudly and make noise in the customer's house, and smoking is strictly prohibited in the customer's house.
4.12.5 The valuables of the room shall not be arbitrarily moved, and any items or facilities of the customer shall not be enjoyed.
4.12.6 It is strictly forbidden to ask customers for additional property, theft is forbidden, and no tips are allowed.
4.12.7 If the customer needs overtime cleaning service under special circumstances, it must be reported to the foreman for approval before proceeding.
4.12.8 After the cleaning service is completed, the environmental protection foreman should carefully check the quality of the work, and record the work and customer satisfaction in the "Special Service Form".
4.13 Working standards: The paid services carried out satisfy the customers.
4.14 Common tools and materials
Mop bucket, mop, rubber broom, garbage shovel, towel, garbage bag, dust pusher, glass scraper, water applicator, spatula, aluminum ladder, washing powder, glass water, clean and bright, wax water, water suction machine, vacuum cleaner Machines, floor cleaners, polishers, blow dryers, crystal surface processors, etc.
4.15 Control of environmental factors
4.15.1 Pay attention to environmental protection. The storage, receipt and preparation of various cleaning agents shall be carried out in accordance with regulations, and empty bottles shall be promptly recovered and returned or disposed of in a centralized manner.
4.15.2 Pay attention to the construction time, which should be staggered from the rest time to avoid the influence of noise and vibration.
4.15.3 Save water and electricity, start and stop according to the rules of the machine, and prohibit idling for a long time.
4.15.4 Pay attention to the smell of disinfecting or cleaning medicines, you should inform and request asylum measures in advance.
5.0 related records
"Special Service Order"
