投诉——管理改善之源（- improve the source of complaint management）.docVIP

投诉——管理改善之源（- improve the source of complaint management） In the face of complaints, the terrible first reaction: excuse, find reasons, and challenge the authenticity of complaints Overt complaints are only the tip of the iceberg of implicit discontent, and it is the duty of the enterprises to dig up the root of complaints Whats more, the Chinese peoples lack of transparency determines the scarcity of complaints, and Chinese enterprises should be good to the complaints of scarcity Behind the complaint is the customers confidence in the enterprise, change complaints for wealth is the enterprise to improve the short board ??? in the face of complaints, generally there are two kinds of common phenomenon, a is very important for the companys products to customer complaints, from the quality department and then back to the production department, ring ring, ring ring problem to implement the responsibility, responsibility of objective facts reflection, this is rational on rational docking, so improving quickly; the other is the service from the aspects of the complaint, the complaint content as the product defect is less intuitive, the total parties of the complaint explain some reasons, this perception of emotional complaints, is the enterprise most difficult to solve in the camp of the hoe, this is the bottleneck of enterprise China change the concept of the transition from manufacturing to services in the. ??? the first response to complaints is terrible: excuse, excuses, complaints and complaints and even questioned the overthrow of the occurrence of chunqiangshezhan, although because of business interests is complicated, we do not exclude complaints competitor slander or conspiracy, but we cant get those individual plot as a general and slander, deny most sincere and kind-hearted peoples complaints, complaints due to deny their grievance or injustice. All complaints must be a reason behind it, is that a well founded clue clear complaints, there are unfounded complaint