Customer complaint
Litigation on behalf of others is called "guest complaint" and "Zi Tongzhi Jane Guang Shun in the second year of Zhou Dynasty": "Xinhai, troublesome:' When people have a lawsuit, they must first go through the county and state, observe it ... and let them handle their own affairs, and they can't sue privately. Hu Sansheng's Note: "If you don't do things for yourself, you will make false complaints, which are called guest complaints. "
customer service
Customer service refers to a customer-oriented value, which integrates all elements of managing customer interface in a preset optimal cost-service combination. Broadly speaking, anything that can improve customer satisfaction belongs to the category of customer service. Customer satisfaction refers to the gap between what the customer actually "perceives" and what he expects. )
Customer service is basically divided into manual customer service and electronic customer service, which can be subdivided into three categories: text customer service, video customer service and voice customer service. Text customer service refers to customer service based on typing and chatting, video customer service refers to customer service based on voice and video, and voice customer service refers to customer service based on mobile phones.
Simply put, customer complaints are complaints from others. Customer service is customer service!
What is the purpose of establishing a customer complaint handling process?
Generally speaking, the customer complaint handling process includes the following steps. (1) Record the contents of the complaint. According to the customer complaint registration form, record all the contents of customer complaints in detail, such as complainant, complaint time, complaint object, complaint requirements, etc. (2) Judging whether the complaint is established After understanding the contents of the customer complaint, it is necessary to determine whether the reasons for the customer complaint are sufficient and whether the complaint requirements are reasonable. If the complaint is not established, you can reply to the customer in a euphemistic way to gain the customer's understanding and eliminate the misunderstanding. (3) Determine the department responsible for handling complaints, and determine the relevant specific accepting unit and accepting person in charge according to the contents of customer complaints. If it is a transportation problem, hand it over to the storage and transportation department for handling; If it is a quality problem, it will be handled by the quality management department. (4) When analyzing the causes of customer complaints, the responsible department should find out the specific causes of customer complaints and the specific responsible person who caused them. (5) Put forward the solution fairly. According to the actual situation and referring to the customer's complaint requirements, put forward specific complaint solutions. Such as return, exchange, maintenance, discount, compensation, etc. (6) Submit the instructions of the competent leader. In response to customer complaints, the competent leader should check the complaint handling plan one by one and give instructions in time. According to the actual situation, take all possible measures to try to recover the losses that have happened. (7) Implement the treatment plan, punish the person directly responsible, notify the customer and collect customer feedback as soon as possible. The person directly responsible and the person in charge of the department shall be punished according to the relevant regulations, and a certain proportion of performance pay or funds shall be deducted from the person responsible according to the losses caused by the complaint. The person responsible for the delay caused by the failure to deal with the problem in time should also bear the responsibility. (8) Summary and evaluation Summarize and comprehensively evaluate the complaint handling process, learn from experience and lessons, and put forward improvement countermeasures, so as to continuously improve the business management and business operation of enterprises, improve customer service quality and service level, and reduce the complaint rate.
Definition of complaint rate of millions of customers
I guess you mean PPM.
PPM refers to a few parts per million, that is, the number of defective products per million products.
Formula = (defect quantity/total delivered quantity) * 1000000.
It is common with the commonly used customer complaint defect rate, but the manufacturing industry, especially the automobile industry, prefers to use PPM to express the defect rate.
If it is stipulated internally that external customers complain 100PPM, it means that for every 100000 products delivered, there can only be 100 defective products at most. Converted into non-performing rate =0.0 1%.
I hope I can help you.
What kind of evaluation index does the customer complaint rate belong to?
The types of responsibility centers are: 1. A cost center refers to a responsibility center that is only responsible for costs or expenses. 2. Profit center refers to the responsibility center that is responsible for cost, income and profit at the same time. Have independent or relatively independent decision-making power on income and production and operation. 3, investment center, refers to both the cost, income and profit, but also negative for the investment effect. ...
Steps to solve customer complaints
Methods and steps to effectively handle customer (ordinary) complaints
1. 1 Accepting complaints
The first step of customer complaint handling method is called "accepting complaints", which requires timely acceptance without delay. This is the first element. Resolutely avoid saying "please wait a moment" to the customer, otherwise you are taking a risk, because you don't know the customer's personality, how much this complaint will affect his life and work, and how the customer will react afterwards.
The purpose of complaint handling is not only to avoid troubles for enterprises, but more importantly, it is hoped that through effective complaint handling, customers' trust in enterprises can be restored, the reputation of enterprises can be well maintained, and more "repeat customers" can be found, thus turning "crisis" into "opportunity".
1.2 Calm down your grievances
When customers complain, they often have a strong color of * * *, which has the nature of venting, and they should calm their grievances. When customers are angry, we should appease them, keep a low profile, admit mistakes, calm their anger, and let them analyze and solve problems rationally.
1.3 Clarify the problem
It is necessary to give customers an opportunity to vent their dissatisfaction and grievances in order to dispel the backlog of dissatisfaction in their hearts. If we give up this opportunity, it will not be conducive to the final handling of complaints. Bring emotional complaints into the event by asking questions.
Ask questions, guide customers to tell the truth, and provide information with open questions. When the customer completes the whole process, the customer service staff should summarize the key points of the problem with closed questions. For example: "What you just said is that one of your users in Shijiazhuang told you that the laying rate of chickens dropped by two percentage points, and a few soft-shelled eggs and broken eggs appeared. Is that so? "
1.4 Explore solutions and take action.
Discussion and settlement refers to how to deal with complaints. Return, exchange or compensation. Many customer service staff often put forward solutions directly, without considering whether customers will feel like God when they lose their choice. The truly excellent customer service staff is done in two steps: the first step is to understand the solution that the customer wants, and the customer service staff actively asks "What do you think is better to handle this matter?" Then the second step is to put forward your solution to solve customer complaints quickly and effectively. In this way, whether the customer has a solution or not, the enterprise will take the initiative to solve the problem.
1.5 Thank customers.
Thanking customers is the most critical step and an important means and skill to maintain customers. Customer service staff need to say four sentences to express four different meanings:
In the first sentence, I apologize again for the inconvenience caused to customers;
The second sentence is to thank customers for their trust and patronage;
The third sentence is also to express our gratitude to our customers, so that we can know our own shortcomings when we find problems;
The fourth sentence is to show our determination to our customers and let them know that we will work hard to improve our work.
2 Effective handling skills of special customer complaints
2. 1 Special customer complaint type
A reasonable person may become unreasonable when he is dissatisfied, but fundamentally, he is rational and reasonable. However, a difficult person has a destructive splitting method to make others pay attention to his psychological needs. Such people are extremely difficult to communicate with. Most difficult customers feel insecure. In fact, they also need to be understood, welcomed and valued, even if they choose an inappropriate and impolite method.
The difficult customer types are:
Irritable customer
Being grumpy and difficult to communicate makes things difficult.
2. 1.2 Dirty or annoying customers
Feed (animal husbandry) enterprises will not often meet, but service enterprises will often meet. These people have poor cultural quality and conduct, and may be hooligans and local ruffians. But he also plays the role of a client in his life.
2. 1.3 Retain customers
Why do reserved customers call him a difficult customer? Generally speaking, the retention customer has some real ideas that he doesn't want to say. Such people are arrogant, difficult to communicate and difficult to accept the advice of service personnel.
2. 1.4 overbearing customers
As we all know, it is difficult.
2. 1.5 critic
What is a critic? Accustomed to blaming everything around him, he scolded and scolded, and finally bought it. When you look at any product or service, you have a critical eye, which is actually a venting nature.
2. 1.6 chattering customers
Nagging, endless.
2. 1.7 Eccentric customers
He often puts forward something beyond the scope of customer service ... >>
How do you say guest complaints in English?
Customer complaints
I am an insurance salesman, and a customer complained to me. I have proof that what he said is false. After he should pay,
. . . . He is irresponsible for anything. . . The customer is God. . . Unless you prosecute him seriously. . .
For waiters, what is the definition and purpose of customer complaints and what are the problems in complaint handling?
1. Argument (what to prove) Argument should be a complete expression of the author's point of view and a complete, concise and clear sentence in form. Judging from the full text, it will be able to control the full text. The form of expression is often a judgment sentence expressing affirmation or negation, and it is a clear statement sentence. A. grasp the argument of the article. Only one central argument (command sub-argument) (1) is clear: there can be n sub-arguments (to supplement and prove the central argument).
⑵ Method ① Find from the location: such as title, beginning, middle and end. 2 analyze the arguments of the article. (It can be used to test whether the expected argument is appropriate) ③ Abstract method (only argument is divided, regardless of the central argument)
B. analyze how the argument is put forward: ① summarize the argument after putting facts and reasoning; ② Cut to the chase and put forward the central argument; (3) Propose topics according to the phenomena existing in life, and summarize the central arguments through analysis and discussion; (4) Summarize the central argument after describing the author's experience; ⑤ The author puts forward questions from the story, then gradually analyzes and infers, and finally draws a conclusion and puts forward the central argument.
2. Argument (with what proof) (1) Argument type: (1) Fact argument (summarize after giving examples, and strictly summarize arguments); (2) argument (quote famous words to analyze).
(2) The arguments should be true, reliable and typical (subject matter, country, ancient and modern, etc.). ). (3) Sequential arrangement (reference argument); (4) judging whether the argument can prove the argument; 5] Supplementary arguments (proof arguments).
3, argument (how to prove)
(1) demonstration method (must be four words) (1) illustration (example method) narrative of factual arguments (2) reasoning (introduction method and reasoning method) demonstration of rational arguments.
(3) Comparative argument (itself can also be example argument and reason argument) (4) Metaphor argument Metaphor is a metaphor in expository writing and a metaphor in prose.
⑵ Analysis and demonstration process: ① How the demonstration was put forward; (2) How the argument is proved (which truths and facts are used, and whether there are positive and negative analysis and reasoning); (3) Contact the structure of the full text, whether there is an abstract.
(3) Integrity of argument (A: Make the argument more comprehensive and complete, and avoid misunderstanding)
(4) The function of analysis and argumentation: to prove the argument in this paragraph.
4. The structure of argumentative essay ① General form: ① Introduction (asking questions)-② Theory (analyzing problems)-③ Conclusion (solving problems).
⑵ Type: ① Parallel type ② Total score formula ③ Total score formula ④ Total score formula ⑤ Progressive type.
6, refute the reading of the paper
(1) What is the wrong viewpoint that the author wants to refute?
(2) How does the author refute it, and what reasons and arguments are used;
(3) From this, what is the correct view established by the author?