We should talk about the problems we often talk about better, otherwise customers will be dissatisfied, and dissatisfied customers will of course complain. The key to handling customer complaints is how to satisfy customers. If customers are really satisfied, they will naturally not complain. I think the following three points can be used as a starting point.

Unification. There are many policies and different standards, which confuse customers. The occurrence of customer complaints is often caused by the nonstandard and inconsistent service behavior of communication enterprises. Therefore, communication enterprises should intensify their work, strictly implement unified service standards, unify propaganda caliber, dressing the appearance, unify employee behavior, unified service terms and unified assessment standards. In order to achieve unity, we must strengthen the responsibility education and skills training for employees, improve the overall quality of all employees, respond to customer needs immediately, solve problems immediately, pay a return visit immediately after handling, and create a good service reputation through process optimization, bearing in mind that excellent services will always be provided to customers by excellent employees.

Speed. In practical work, due to slow service speed or delay in time limit, some customer complaints will also occur. Therefore, speeding up service is not only a slogan, but also depends on tangible actions. For example, some communication companies require service personnel to contact customers within 10 minutes after receiving the work order, and arrive at the service site within 1 hour. These regulations look good literally, but the key to service is that they can be put into practice to the letter. In the information age, speed has become the code of communication service. For more customers, people pay more attention to the speed of service, including the speed of equipment, the speed of network and the speed of manual operation.

Supervision. The synchronization of service behavior and customer perception determines the importance of service supervision, because customers are dissatisfied, and once complaints occur, all efforts will become remedies. Therefore, in order to minimize those rescues that are similar to mending after the sheep is dead, communication enterprises should strengthen the supervision and management of services from the source, combine internal and external services, and take a two-pronged approach to increase supervision and inspection of hot issues that customers are concerned about, so as to nip in the bud, which is better than a fire at the city gate.