Principles of handling complaints, principles and techniques for handling customer complaints

Your question is not very clear, different industries have different principles for handling complaints, let's talk about corporate customer service personnel first. The principle of handling customer complaints: listen patiently to the customer's complaints, and resolutely avoid arguing with them. Most of the general complaining customers are ventive and emotionally unstable, and once an argument occurs, it will only add fuel to the fire and backfire.

The principle of really dealing with customer complaints is to listen patiently to the customer's complaints at the beginning, avoid arguing with them, and listen to them first. Find ways to calm down complaints and eliminate grievancesSince most of the complaints of customers are venting, as long as you get the sympathy and understanding of the store, the grievances are eliminated, and the matter is easy to solve after psychological balance. To stand in the customer's position and ignore the customer's pain is a taboo in handling customer complaints.

It is very taboo that customer service personnel cannot think from the customer's standpoint, but need to be able to stand in the customer's position and show their hearts and hearts, sincerely express their understanding and sympathy, and admit their mistakes. Therefore, it is important to require that all customer complaints, whether they have been proven or not, should be handled not first by clarifying responsibilities, but by first apologizing. Acting quickly to be considerate of the customer's pain and not acting is an empty gift box.

For example: "I'm sorry, it was our fault", but "I understand the trouble and inconvenience, what do you think we can do for you?" "The handling of customer complaints must be handled by action, not simply sympathy and understanding, but also a quick solution.

I used to work for HP and have been engaged in complaint work for 3 years to share my experience:

The focus of handling complaints is to emphasize a problem of empathy: neither humble nor arrogant, courteous and courteous, sincere communication, patient listening, maintaining image, and demonstrating responsibility. You must know that you represent the company and not the individual, even if the customer's problem is to show generosity, grasp a degree, analyze the problem clearly so that the user understands, and then give him a step down, everyone has self-knowledge!

1. Principles for handling customer complaints:

1) Be calm: customers are dissatisfied and easily excited, so they must be calm when dealing with it, do not panic, do not push the committee, and slow things down.

2) To cool: first cool down the atmosphere, for the atmosphere and dissatisfaction of complaining customers, we must first humbly express understanding and sincere acceptance, and reduce the arrogance of hostility.

3) Be sincere: We must sincerely understand the cause, confirm the truth of the facts, and solve it reasonably and satisfactorily.

2. Skills in handling customer complaints.

1. Listen patiently to customer complaints. Customers are bound to have a lot to say when they complain. At this time, you must listen carefully and never express your boredom.

2. Be good at mastering and appeasing the emotions of customers. When customers complain, they express their dissatisfaction. In this way, it is necessary to comfort customers reasonably and appropriately to resolve customer dissatisfaction.

3. Register customer complaints. In order to have a good grasp of the intention of customer complaints, it is necessary to carefully register them so that they can be analyzed, studied, and resolved.

Summary. Hello, the four basic principles of handling complaints are to have rules to follow, timely handling, clear responsibility, and file analysis. Consumer complaints generally refer to the act of requesting mediation by consumer rights protection organizations to protect their legitimate rights and interests after a dispute arises between consumers and business operators when purchasing or using goods or receiving services.

Hello, the four basic principles of handling complaints are prudent and rule-based, timely handling, clear responsibility, and file analysis. Consumer complaints generally refer to the behavior of consumers who request mediation from consumer rights protection organizations after a dispute arises with a business operator when purchasing or using goods or receiving services, and request that their legitimate rights and interests be carefully protected.

Having rules to follow means that there should be a system and personnel to manage customer complaints, and in addition, it is necessary to do a good job of various preventive work to prevent problems before they occur. Timely handling means that all departments should work together to respond quickly and strive to solve the problem in the shortest possible time. Clarify responsibilities, that is, distinguish the responsible departments and responsible persons for customer complaints, and clarify the specific responsibilities of various departments and categories of personnel who handle customer complaints.

Archival analysis needs to make a detailed record of each customer complaint and handling, including the content of customer complaints, the process of handling, the results of processing, and the degree of customer satisfaction.

The four basic principles of handling complaints are to follow the rules, deal with them in a timely manner, distinguish responsibilities, and archive and analyze.

1. There are rules to follow: there must be special systems and personnel to manage customer complaints. In addition, it is necessary to do a good job in all kinds of preventive work to prevent problems before they occur.

2. Timely handling: For customer complaints, all departments should work together to respond quickly and strive to solve the problem in the shortest possible time.

3. Distinguish responsibilities: Distinguish the responsible departments and responsible persons for customer complaints, and clarify the specific responsibilities of various departments and various types of personnel who deal with customer complaints.

4. Archival analysis: make detailed records of each customer complaint and its handling, including the content of customer complaints, the processing process, the results of dealing with finch cracks, customer satisfaction, etc.

Complaints: refers to the right of the person whose rights and interests have been violated to assert their rights to the relevant state organs for the fact that the organization involved in the case has violated their lawful rights and interests. The complainant is the person whose rights and interests have been infringed.

"Consumer complaints" refers to the act of requesting mediation by consumer rights and interests protection organizations after a consumer rights and interests dispute arises between a consumer and a closed business operator who needs to purchase or use goods or receive services for daily consumption, and requests the protection of their lawful rights and interests. Consumer complaints can be made in the form of letters, interviews, and the Internet.

The four basic principles of handling complaints are: fairness, timeliness, comprehensiveness and compliance. These four principles are described in detail below.

1.Handle complaints fairly

Impartiality is one of the basic principles of handling complaints. When dealing with complaints, it is important to be objective, neutral and fair. First of all, it is necessary to ensure that the complaint is fully and objectively investigated, and that the background and relevant circumstances of the complaint are understood.

Second, it is necessary to judge and handle the complaint fairly according to the facts and legal provisions, and not to favor any party. Finally, it is necessary to inform the parties and relevant parties of the results of the handling in a timely manner, and ensure the transparency of the handling process, so that the parties are satisfied with the results.

2.Respond to complaints in a timely manner

Timely response is one of the key principles in handling complaints. Complaints often involve the interests and rights of the parties, causing distress and dissatisfaction to them. Therefore, after receiving a complaint, it should be dealt with promptly and respond to the party's claim as soon as possible.

Timely response can effectively alleviate the dissatisfaction of the parties and increase the success rate of handling complaints. At the same time, it can also protect the reputation of the company or organization and prevent the problem of complaints from escalating.

3.Investigate complaints thoroughly

A thorough investigation is one of the necessary principles for handling complaints. When handling complaints, it is not possible to listen one-sidedly to the statements of one party, but to conduct a comprehensive investigation and understanding.

First of all, it is necessary to gather relevant evidence and information to understand the ins and outs of the matter. Second, in-depth analysis and evaluation of all aspects involved should be carried out to ensure that the problem is accurately grasped. Finally, it is necessary to collect the opinions and suggestions of multiple parties as much as possible to provide a more comprehensive basis and decision-making for handling complaints.

4.Handle complaints in compliance

Compliance is one of the important principles for handling complaints. When handling complaints, it is necessary to comply with the relevant laws and regulations and the rules and regulations of the organization's internal chain department. First of all, we must ensure that our behavior meets the requirements of law and ethics, and strictly abide by professional ethics.

Secondly, it is necessary to deal with it in accordance with the regulations and processes of the company or organization and in accordance with the prescribed procedures to ensure the compliance of the processing. Finally, it is necessary to report the handling situation to the superior or relevant departments in a timely manner, and accept supervision and review.

Summary:

The four basic principles of handling complaints are fairness, timeliness, comprehensiveness, and compliance. When handling complaints, it is necessary to treat the complaint objectively and fairly, respond to the parties' demands in a timely manner, conduct a comprehensive investigation and understanding, and handle the complaint in a compliant manner.

Compliance with these principles can effectively resolve complaints, protect the rights and interests of the parties, and maintain the reputation of the organization. At the same time, handling complaints also requires flexible use of various methods and skills to improve the effectiveness and satisfaction of handling complaints.