A. Complaint acceptance and distribution B. Complaint handling and complaint closing C. Complaint return visit and complaint analysis D. Complaint filing?
Related knowledge points: test questions source: analysis a, b, C b, C.
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The five steps of the customer complaint handling process are: recording the complaint content, judging whether the complaint is established, determining the department in charge of complaint handling, handling the complaint and giving feedback, analyzing the reasons and improving it.
1. Record the complaint content: After receiving the customer complaint, record the complaint information in detail, including the complainant, complaint time, complaint object and complaint requirements. This helps to fully understand the complaints and provide a basis for follow-up treatment.
2. Judge whether the complaint is established: after knowing the contents of the complaint, judge whether the reasons for the complaint are sufficient and whether the complaint requirements are reasonable. If the complaint is unfounded, you can reply to the customer euphemistically to eliminate misunderstanding. Judging whether the complaint is established is helpful to clarify the direction of follow-up treatment.
3. Determine the department responsible for handling complaints: according to the contents of complaints, determine the relevant accepting units and responsible persons. For example, if it is a transportation problem, it should be handled by the storage and transportation department. This step ensures that complaints are resolved in a professional and timely manner.
4. Handling complaints and giving feedback: For established complaints, relevant departments should take measures to handle them, such as apology and remedial measures. At the same time, the processing results will be fed back to the customer to show sincerity. In the process of handling, we must follow the company's regulations and laws and regulations to ensure fairness and justice.
5. Cause analysis and improvement: After handling the complaint, it is necessary to deeply analyze the cause of the complaint and find out the problem so as to take preventive measures. At the same time, according to the complaints, constantly improve the company's internal management and service processes to improve customer satisfaction.
Matters needing attention when handling customer complaints:
1, stay calm and professional: in the face of customer complaints, first of all, stay calm and don't show impatience or resistance to customer complaints. At the same time, show a professional attitude and let customers feel that you attach importance to the problem and care about their needs.
2. Listen and understand: When customers complain, listen carefully to their problems and needs, and try to understand their positions and feelings. Don't interrupt customers easily, and don't deny or question their views.
3. Express Apology and Commitment: Express sincere apologies for customers' problems in time and promise to solve them as soon as possible. This can alleviate customer dissatisfaction and help build a trust relationship.
4. Take action in time: take action to solve the problem as soon as possible after understanding the customer's problem. If it takes a while to solve the problem, you should also feedback the progress to the customer in time to let them know that you are actively dealing with the problem.
5. Tracking and feedback: After the problem is solved, track the customers to find out whether they are satisfied with the results. If they have other needs or problems, they should also give timely feedback and handle them.