Handling customer complaints echelon.docVIP

 PAGE \* MERGEFORMAT 14 Handling customer complaints echelon Complaints - always inevitable Complaints, the enterprise is concerned, is always inevitable. Complaints of enterprises is concerned, is ‘bad’, but is a good thing; it is a disaster, but also an opportunity. Customer complaints will lead to our services better and faster, waiting for a good solution for enterprise customers and even contribute to the long-term loyal customers. But ignore customer complaints, the customer is very angry, very serious consequences of the scenes are not uncommon. I would let you talk about a durable goods industry, 10 years ago, occurred in instances of customer complaints. A fuse of the story of an elderly couple happily bought a 21-inch color TV, the Spring Festival, and happy over a year. Bu Zengxiang, New Year’s Day, bad color TV, images, sounds nothing (this failure surface looks great, is the time when the voltage is unstable, the machine fuse self-protection fuse). Fortunately, the purchase, the manufacturer warranty cards left, the above commitment, 24-hour home repairs, anxious old couple call the factory phone, the first day of New Year, a number of calls unanswered, New Year 2, a lazy lengthy voice told an elderly couple, this problem do, where to buy where you are to solve. Pass the buck started the New Year the next day, the old couple gave up New Year’s activities, friends and relatives to begin the manufacturer provides a phone call one another to communicate, but fortunately, the old couple are the intellectuals, all the things very patient, one day, sales outlets, sales department, marketing department, after-sales service department we have finally reached after several rounds of communication and the preliminary results - Onsite Maintenance is committed to printing error, television can be sent to the company’s after-sales support department to solve. New Year 3, 5 floor, an elderly couple from the television a step by step and moved to cab drivers to