How to turn angry customers for hi - customer complaint to deal with law.docVIP

 PAGE \* MERGEFORMAT 16 How to turn angry customers for hi - customer complaint to deal with law 1: the principles of grievance handling Business not only to create a customer, but also to retain customers. Whatever kind of complaint, must be the customer’s way of thinking to find a solution to the problem. Grievance handling principles include: (1) the correct service concept Require frequent staff continually improve the quality and operational capacity, and foster the idea wholeheartedly for the customer service, ‘customer is always right’ concept. Grievance handling were faced with angry customers must pay attention to restrain themselves from emotional, always remember to represent the company or store’s overall image. (2) rule-based Should have specialized systems and personnel to manage customer complaints, so that a variety of situations will be handled rules to follow and maintain the service uniform, standardized. In addition to doing a good job of prevention, so that preventive measures customer complaints. (3) Timely processing Remember, when dealing with complaints will not delay the time to shirk responsibility, departments should work together to respond quickly to customers ‘prudent and clear’ description of the event originally, and strive in the shortest possible time a comprehensive solution to the problem, giving customers a satisfactory outcome . Otherwise, delay or shirk their responsibilities, will further anger the complainant, make things more complicated. (4) clearly define the responsibilities Not only to distinguish between the responsibilities caused by customer complaints department and responsible persons, but also a clear complaints handling departments, and all categories of personnel specific responsibilities and authority, as well as customer complaints are not the responsibility of timely and satisfactorily resolved. (5) left File Analysis For each necessary to deal with customer complaints and to make detailed rec