4 Ways To Improve Customer Complaint Handling Efficiency By Using CRM System

Improving customer satisfaction is the core of enterprise customer relationship management, and effective management is the effective way to improve customer satisfaction.

CRM system has a large part of content, which is around the problem of customer complaints.

The author will combine several common complaint questions and combine with the actual management process of enterprises to talk about how the enterprises can provide a one-stop service for complaints handling with the help of the CRM system, so as to improve the handling efficiency of customer complaints.

In June 25th 2008, A enterprises were complained by customers.

Customers reflect that there are defects in a batch of screwdrivers provided by A enterprises, such as iron embroidery on the screwdriver bar.

In view of this quality defect, the customers of the enterprise hope that the A enterprise can deal with this matter quickly and find out the cause of the problem and the corresponding preventive measures, so as to prevent future similar mistakes.

1, acceptance of complaints.

When the customer calls the sales person, as long as the salesperson opens the CRM system, by integrating the call center, the CRM system will determine which customer is calling according to the customer's telephone number. At the same time, the CRM system will automatically open a window showing the execution of the latest order of the customer and the handling of the recent complaints by customers.

When the customer complained that 20080505003 of the sales orders had quality problems, there was obvious rust on the screwdriver.

By entering customers' sales order numbers, the salesperson can immediately inquire about the documents related to the sales order in the system, such as when the order company was received and when it was completed and shipped.

After receiving the customer's complaint call, the salesperson can immediately generate a customer complaint in the CRM system according to the corresponding delivery order or sales order information.

The benefits of directly generating complaints based on the original documents are very obvious.

First, the relevant order information can be related to the complaint list, such as when the order is shipped, how much time it is away from, and whether the quality guarantee date has been exceeded. Two, the input efficiency of the complaint list will be very high. It is not necessary for the customer to manually input the customer's complaint, what products are being complained, and so on. These contents will be automatically converted to the complaint list according to the original document content, and the salesperson only needs to input the specific content of the customer complaint.

After handling the relevant documents, the salesperson can send the relevant documents to the specific personnel.

The consultant recommends that: after receiving complaints from customers, sales staff should make simple classifications for customers' complaints so as to facilitate subsequent processing.

According to the urgency of customer complaints, the contents of customer complaints can be classified into emergency and general.

For urgent customer complaints, the enterprise may require the responsible person to deal with it within two days. For a general customer complaint, the duration of the enterprise may be five days.

Therefore, if sales personnel can effectively classify customer complaints, subsequent processing will facilitate the demand.

Besides, when customers complain, they also talk about their requests.

If enterprises are needed to deal with problems, and take relevant measures to prevent similar problems again.

Salespeople should not only describe the problem clearly, but also write the requirements of the customers one by one.

In this case, the specific processing personnel behind the quality problem can be handled according to the customer's complaint requirements until they are satisfied.

Therefore, the quality of the entry of salesperson's customer complaints will affect the follow-up process to a large extent.

Therefore, during the implementation of the CRM project, the author strictly stipulated the contents of the customer complaint handling sheet.

What contents must be filled and how to fill in the contents require customers to make specific provisions according to the actual situation of their own enterprises.

Our aim is to ask the relevant personnel to know the details of the complaint when they see the complaint, and do not need to come back to call the operator to ask for details.

2, handling of complaints.

A enterprises stipulate that complaints about quality must be distributed to sales managers, quality managers, purchasing managers and general managers at the same time.

For this reason, A enterprises have set up relevant workflow settings in advance in CRM system.

When the customer complaint is audited, it will automatically send instant messages and mail to these people, informing them that there are quality problems and need to be resolved.

According to the A employee's jurisdiction, customer complaints must be resolved by quality managers, and general quality problems must be dealt with within three days.

After receiving the complaint information, the quality department began to read the customer's request carefully.

According to the customer's complaint information, the customer has two requirements for this quality problem.

First, it is necessary for A enterprises to take immediate measures to solve this quality problem first. Two, the customer also asks the enterprises to find out the causes of the problems and propose practical preventive measures to prevent similar problems.

For the first requirement, I think you can understand that this is the most basic requirement.

But for the second requirement, some people can't think of it. Do customers still ask for it? If there is such a doubt, it means that you have not contacted the ISO project.

If we have implemented the ISO project, we must know that there is a large content in ISO about how to prevent it.

ISO requires that any product quality problem can be solved if you solve the problem, and some precautions must be worked out to prevent similar problems.

Therefore, the second requirement of customers is the deep embodiment of ISO requirement.

According to the specific requirements of customers, the quality manager writes the opinions according to the sales personnel's complaint sheets.

The first thing is to send quality department personnel to the customers immediately tomorrow to find out the causes and deal with the problems.

And take three production personnel to the customer site to deal with these defective products.

Two is in seven days, find out the cause of this problem and put forward preventive measures, and inform our clients of our results.

The quality department manager created the two tasks in the CRM system according to the customer complaint sheets.

According to the process of customer complaint handling in A enterprises, the quality department will send out specific details to the specific personnel after writing the preliminary solution according to the customer's complaint.

If they have no objection, they will follow the plan.

According to the above analysis, we know that in the stage of complaint handling, we mainly do two things.

According to the customer's complaint content, the responsible person decomposes and decomposes into the specific task.

This decomposition process is very important, and it is also a test of the ability of the responsible person.

The person in charge can write a specific task in the CRM system, and then the CRM system can track the specific processing of the task, and there can be reports showing the progress of these tasks visually, so that the user can easily know the progress of the complaint handling.

The two is to set a specific embodiment for the task.

If the task has not set a specific completion date, these problems may be delayed due to the inertia of employees.

Therefore, when assigning tasks, the responsible person still needs to specify the specific time limit.

At the same time, we can send the forecast processing method and the relevant deadline to the other employees who have been appointed in advance, so that they can know the handling of the complaint.

3, complaint handling completed.

After receiving complaints from customers, the quality department manager decided to divide two lines. One is to send people to deal with problems on the client side immediately and handle the aftermath.

On the other hand, it is actively looking for the cause of the problem and looking for preventive measures to prevent subsequent similar problems and improve customer satisfaction.

When the remedial staff come back from the customers, report to the quality department manager that the problem is successfully handled.

The reason for the problem is preliminarily obtained. The pport department failed to do well in the pportation process, and the quality problems caused by the inlet of the screwdriver packing box.

According to these results, quality department managers have made relevant records in the CRM system.

First, he closed the first task and annotated the concrete aftermath.

When the task is completed, the system will send a message to the salesperson and the sales manager to tell them that the problem has been disposed of.

Secondly, the quality department manager will sum up the reasons for this problem and the preventive measures to be taken later.

Because this is the pport department in the pportation process is not well disposed of, so A enterprise decided later in the product pport process, in a tray's outer packing box, should be wrapped nylon, prevent pportation in the process of water.

This reason and the way of handling, after the sales manager audit, will be sent to the customer according to the requirements of the pre customers, the specific handling of the quality problems, together with the analysis and preventive measures of the quality department for this problem.

In this process, users do not need to bother to collate relevant information.

The CRM system will integrate according to the relevant information recorded in the system before, and then automatically generate the format of the document in accordance with the pre defined format of the client.

Users only need to make minor modifications, and even without any modification, they can send them to customers.

4, follow up processing in the future.

In the CRM system, it provides a wealth of reports to track the results of customer complaints.

If there is a customer complaint handling status sheet, it can reflect the handling progress of a customer's complaint and what has been processed and what is still in progress.

Such as customer complaints prevention measures report form, can reflect complaints against customers, whether the relevant departments have taken certain preventive measures to prevent similar complaints from happening again.

It can also reflect whether these precautions have been sent to customers.

These rich reports will help us to improve the handling efficiency of customer complaints.

I believe that under the guidance of these reports, we will be able to make this customer complaint handling process better.