1, let customers speak freely and never interrupt.

2. Create a relaxed and stress-free environment for customers.

3. Assist customers to express clearly and completely.

4. Encourage customers to express their thoughts.

5. Nod in a friendly way.

Step 2: Understand from the customer's point of view.

1. If it can be recognized from the customer's point of view, give appropriate encouragement.

2. Take an immediate stand on problems that can be solved immediately.

3. For uncertain questions, promise him a reply time.

Step 3: Record

Key points of record+commitment

Step 4: Report immediately.

1, written and oral

2. Superior and meeting

Step 5: Formulate treatment methods.

1, practical tactics for handling complaints

2. Take corresponding measures according to specific reasons. If the temporary treatment is unreasonable, apologize, explain, get approval, give a timetable, and then apologize to the superior.

Step 6: Communicate with customers and get recognition.

1. Listen to customers' opinions and make corrections.

2, get cooperation, agreed time

Step 7: Organize implementation.

1, according to the scheme agreed by both parties.

2. If the implementation process changes greatly and the period is long, communication should be maintained.

Step 8: Confirm the processing result and pay a return visit.

1, telephone

Step 2: Walk to the door.

Step 3 Fill in the questionnaire

4, behave appropriately, don't bring up the past, say more words that customers agree with, and we try our best to be emotional.

Step 9: Record filing and monthly disclosure.

1. After the return visit, the competent customer service leader will confirm.

2. Open monthly statistical data (based on the principle of convenient communication)

Step 10: Statistical analysis

1, uncover the appearance and find the root.

Step 2 take preventive measures

Ten Taboos in Handling Complaints

1, this question is very easy and naive;

2, a penny, a piece of goods;

3, absolutely you are wrong, there will never be such a thing;

4. This is a part of * *, which has nothing to do with me;

5. I have no idea;

6. I have never said such a thing;

7. I don't understand, I don't understand, I can't, I can't control it;

8. This is the regulation of our company, and this is what our leader said;

9, this is not written! Find it yourself!

10, another day.