投诉处理能力（Complaint handling capacity）.doc

投诉处理能力（Complaint handling capacity） Ways to improve the efficiency of customer complaints handling Improving customer satisfaction is the core of enterprise customer relationship management. Through effective management, to solve the problem of customer complaints is an effective way to improve customer satisfaction. A large part of the CRM system revolves around the issue of customer complaints. Complaints following the author will combine several common, and combined with the actual business management process, to talk about how the enterprises in the CRM system, provide for the customer complaint handling all in one service, improve the processing efficiency of customer complaints. In June 25, 2008, A enterprises received complaints from customers. The customer reflects a flaw in the screwdriver supplied by the A company, such as the iron embroidery on the screwdriver bar. In view of this kind of quality flaw, the enterprise customer hoped that the A enterprise can handle this matter promptly, and discovers the question reason and the corresponding prevention measure, prevents later will make the similar mistake again. 1, the admissibility of complaints. A customer call to the sales staff, as long as the sales staff to open the CRM system, through the integration of call center, the CRM system will be according to the customers phone number to determine which customers; at the same time, the automatic CRM system will open a window, shown above the customers orders as well as the implementation of recently customer complaint handling recently etc.. When the customer complained that 20080505003 of the sales order they had had a quality problem, there was a sharp rust on the screwdriver. The sales staff reported to our customers by entering their sales order number, immediately can query the documents related to the sales order information in the system, such as the order is received when the enterprise what is what, when completed and shipped. After receiving the c