When customers complain in the process of accepting enterprise logistics services, the reasons may come from the goods provided by the logistics department or from the services. Once a complaint is made, it is an unpleasant thing for customers and logistics departments. The following is my understanding of how logistics enterprises handle customer complaints. Welcome to reading.
1. The procedures of the Logistics Department for handling customer complaints, whether it is front-line logistics personnel, management personnel or full-time staff in charge of customer service, are consistent in handling customer complaints. Its main purpose is to make customers' complaints properly handled and feel emotionally respected.
Therefore, when handling customer complaints, the following steps should be followed:
1, listen to all kinds of customer dissatisfaction statements effectively.
In order to calm customers down, we should do the following when listening effectively: listen to customers' complaints; Apologize; Provide solutions; Implement the solution; Summary of complaint handling results.
Handling steps of customer complaints in logistics department:
(1) Let customers vent their emotions first. When the customer hasn't told everything, interrupting halfway and finding some verbal excuses will only stimulate the other party's mood. If customers can fully express their words and emotions, they can often feel more relaxed and calm.
(2) Make good use of your body language to understand the customer's current mood. When listening, you should use focused eyes and nod intermittently, indicating that you are listening carefully, so that customers feel that their opinions are taken seriously. At the same time, we can also observe the emotions and attitudes of the other party when telling things, so as to decide the future coping style.
(3) Listen to the details of the dispute and confirm the problem. Listening is not only an action, but also a careful understanding of every detail of the matter, and then find the crux of the problem, and record the key points of the problem with paper and pen. If you don't know much about the content of the complaint, you can ask the other party after the customer has finished talking. But in some processes, customers should never be asked, but should be asked to provide information euphemistically, such as: "Excuse me, there is a place I don't know very well, can I ask you some questions about …"? And when the other party explains, always express your understanding of the problem with "I understand".
apology
Whether the responsibility of customer dissatisfaction belongs to the logistics department or not, if you can sincerely apologize to customers and thank them for their questions, you can make them feel valued. In fact, from the standpoint of the logistics department, if there is no customer complaint, the logistics manager will not know what needs to be improved. Generally speaking, customers complain that they care about this enterprise and are willing to continue to cooperate with it, hoping that these problems can be improved. Therefore, any customer complaint should be apologized and thanked by the logistics department.
Provide a solution
All customer complaints must be addressed to them. When providing solutions, the following points must be considered:
(1) Grasp the focus of the problem and analyze the seriousness of the complaint. After listening to confirm the crux of the problem, judge how serious the problem is and what the customer expects. These are all things that the processor must consider before proposing a solution. For example, customers are very dissatisfied with the delay in delivery time and complain. It is necessary to confirm whether this behavior has caused business losses to customers. If so, what is the compensation method and the amount of compensation, and we should make corresponding understanding.
(2) Sometimes the responsibility for customer complaints does not necessarily belong to the logistics department, but may be caused by other departments of the enterprise. For example, if a foreign body is found in the delivered product-milk powder, the responsibility should be in the production department of the enterprise. At this time, it is necessary to deal with it with the production department and help and keep in touch with customers to show concern.
(3) According to the established method of logistics department. The logistics department generally has certain handling methods for customer complaints, and the established policies should be taken into account when proposing solutions to customer complaints. Some problems can be solved immediately with reference to established methods, such as replenishment and exchange; As for the problems that can't be cited, we should consider flexible handling before we can propose a solution that is satisfactory to both sides.
(4) Determination of the scope of authority of the processor. Some customer complaints can be handled immediately by the customer service staff of the logistics department, while others must be reported to the logistics manager, which depends on how the logistics department stipulates the scope of handling authority at all levels. When the service personnel can't solve the problem for customers, they must find someone with decision-making power to solve it as soon as possible. If the customer doesn't get a response after waiting for a long time, it will make him return to his angry mood, and all previous efforts to appease the customer's mood will be in vain.
4. Make customers agree with the solution
Any solution put forward by the processor must communicate with the customer sincerely and obtain the consent of the other party, otherwise the customer's mood cannot be restored. If the customer is still dissatisfied with the solution, he must further understand the other party's needs in order to make new corrections. One thing is quite important: while proposing solutions to customers, we should also let them know the sincerity and efforts made by the logistics department to solve the problems.
Implement the solution
When the two sides reach an agreement on the solution, they must implement it immediately. If it can be handled within the authority, it will be solved quickly, cleanly and satisfactorily. If the problem cannot be solved on the spot or exceeds the authority, you must clearly tell the other party the reason of the matter, the process and procedure of handling, the time of notifying the other party and the name of the person in charge, and ask the other party to leave contact information for subsequent handling. While the customer is waiting, the handler should keep abreast of the complaint handling process, and notify the other party immediately if there is any change until all matters are handled.
6. Summary of customer complaint handling results
This step should start from the following two aspects:
(1) Review the gains and losses. For each customer complaint, an appropriate written record must be made and filed for future inquiry. Logistics managers should regularly review the gains and losses of complaint handling, and once some complaints are found to occur frequently, they must trace the root of the problem in order to improve the existing operation or formulate handling methods; If it is an occasional or special complaint, it is also necessary to formulate corresponding regulations as the basis for logistics staff to handle similar incidents again.
(2) To publicize the employees of the Logistics Department to prevent it from happening again in the future. The logistics manager should publicize all customer complaints in the department through regular meetings and other fixed channels, so that employees can quickly improve the factors that lead to customer complaints, understand the adverse effects that should be avoided when handling complaints, and prevent similar incidents from happening again.
Second, customer complaint handling operation essentials training
The most important thing to deal with customer complaints is to make the handling of each complaint event consistent. If the same type of customer complaints have different attitudes and practices because of different handlers, it is bound to make customers lose confidence in this enterprise. The way of customer complaints is nothing more than telephone complaints, letter complaints, or personal complaints directly to the logistics department. According to the way of customer complaints, the following measures can be taken respectively:
1. Handling of customer telephone complaints
(1) Listen to the other party's dissatisfaction, consider the other party's position, and express your dissatisfaction with your voice and words.
(2) Understand the basic information of the complaint from the phone.
(3) If possible, record and archive the telephone contents, especially the special or controversial complaints.
2. Handling of letters and complaints
(1) immediately notify the customer that the letter has been received, indicating sincere attitude and willingness to solve the problem.
(2) Ask the customer to inform the contact telephone number for future communication.
3. Handling of face-to-face complaints
(1) Properly handle all customer complaints according to the above "Complaint Handling Steps".
(2) All kinds of complaints need to fill in the Customer Complaint Record Form. All records in the form, especially the name, address, contact number and complaint content, must be repeated and confirmed by the customer.
(3) All complaints should be settled within the time limit.
(4) We must seize the opportunity to finish it in time, and don't waste the time of both sides because of the delay for too long.
(5) Once a customer complaint is handled, it must be immediately notified to the other party in written form, and every complaint must be resolved and answered.
(6) Use words carefully to avoid causing customer dissatisfaction again.
Third, the notification and training of customer complaint handling.
As the saying goes, "Prevention is better than cure". In addition to formulating the operational principles and essentials for handling complaints, the logistics manager must also inform the handling of each complaint through various channels and conduct planned training so that all employees can understand the necessary matters and achieve the purpose of effectively reducing customer complaints.
1, customer complaint handling notice
After all complaints are handled, the customer service staff should properly fill in the record form and sort it out, analyze the reasons of customer complaints, the gains and losses of handling, matters needing attention, determine rewards and punishments, improve methods, and then effectively notify each employee.
2. The ability to deal with customer complaints training
The ability of logistics service personnel to handle customer complaints has a considerable relationship with whether the complaint setting event can be effectively solved. To this end, the logistics manager should provide employees with corresponding service skills training, so that they can truly have superb industry quality and work hard to promote the improvement and improvement of the overall work of the logistics department. Complaints training includes:
(1) The basic idea of facing customer complaints and the principle of handling complaints.
(2) The established complaint handling methods and related customer service principles of the Logistics Department.
(3) Understand common customer complaints.
(4) Be familiar with the essentials of handling various complaints.
(5) Be familiar with various response terms. The handling of customer complaints is actually a continuous improvement process of the logistics department. Logistics managers should handle complaints well and master handling skills. The purpose is not only to reduce the occurrence of complaints, but more importantly, to improve the business level of their own departments by handling each complaint well.
;