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Customer complaints, also need standardization
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Customer complaints, also need standardization
Protect the interests of consumer spending this year, 3-15 June survey found that there is a complaint online shopping almost every two courier industry complaints surged more than 70% year on year. Been known even before the service, quality and experience of Jingdong three squirrels, the same can not escape, quickly bogged down after the rapid development of inefficiency and low quality service. the status of customer complaints b] refraction [/ b] Companies tend to fame as the consumer before God, focusing on customer relations, focusing on corporate image and reputation. Normative enterprise after fame as always, and management and business philosophy lagging sales due to the rapid expansion of business scale poor management , reduced efficiency, service degradation, a variety of management confusion and complaints will be increased. Even Jingdong, large-scale quasi-listed companies such STO, related to customer complaints, you will find the basic processes and records are not very clear, but in better customer service staff to help customers with the personal qualities of fire, badly will only mechanically back sorry, I will help you reflect, but still received no response next time even record the last complaint can not be found, the situation is slightly more complicated inability to deal with customer service, there is no awareness and capacity reporting, worried scolded, Customer Service Manager also lack of management experience and management awareness. corporate management to keep up with the pace of development of enterprises, that is overwhelmed. do not pay attention to improve the handling of customer complaints and process design, that is, in connivance various irregularities occur, eventually losing enterprise reputation and consumer goodwill and support. The same pharmaceutical companies, corporate quality problems caused by adverse reactions, enterprises pay attent
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