Handling Customer Complaints Principle

Business is not only to create customers, but also to retain customers. No matter what complaints are handled, we must try to find ways to solve them in the way of customers' thinking. The principle of complaint handling includes:

(1) correct service concept

It is necessary to constantly improve the quality and professional competence of all staff, set up the idea of serving the customers wholeheartedly and the concept of "customers are always right". The complaint handling staff must be careful to restrain themselves and avoid feelings when facing angry customers, and always bear in mind that they represent the overall image of the company or shopping malls.

(2) there are rules to follow.

It is necessary to have special systems and personnel to manage customer complaints, so that all kinds of situations can be handled in accordance with the rules, so as to maintain the unity of services. Standard 。 In addition, we should do well. Prevention Work to make customers complain and take precautionary measures.

(3) handle in a timely manner

When dealing with complaints, remember not to delay the time and shirk responsibility. All departments should cooperate with each other and react quickly to explain the cause of the incident to the customer in a "steady and clear" manner, and strive to solve the problem in a short time and give the customer a satisfactory result. Otherwise, procrastination or shirking responsibility will further aggravate the complainants and further complicate matters.

(4) distinguish responsibilities

We should not only distinguish the responsible departments and responsible persons that cause customer complaints, but also need to clearly handle the specific responsibilities and powers of all departments and personnel of complaints, and the responsibility for timely and satisfactory settlement of customer complaints.

(5) filing Analysis

Every customer complaint and its handling should be recorded in detail, including the content, process, result and satisfaction of the customer. Through recording, learning lessons and summing up experience, we will provide a visit for better handling of customer complaints in the future.