How does the furniture company formulate the process of the Customer Complaint Handling Management

Focus on the following aspects:

1. Service attitude. The effect of problem handling is directly related to the service attitude, especially the customer complaint work, which is a strict test of the service attitude. Therefore, every detail should be carefully studied and regulated.

2. Rapid response. The speed problem is a specific manifestation of the customer's lack of attention, and the customer problem must be responded to in a timely manner, the so-called timely, is to consider the measures and time from the customer's point of view, not from the company's point of view.

3. The process is transparent. From the receipt of complaints, all the details of the handling should be fed back to the customer at any time according to the processing process, so as to obtain their understanding and consent.

4. Information collection specifications. From the receipt of complaints, registration, transmission, analysis, decision-making, disposal, result review, and effect evaluation, it is necessary to formulate strict information collection content to ensure that there is enough information for decision-making and disposal, and facilitate statistical analysis and improve management level.

5. Responsibility implementation and assessment. There should be special procedures and authority for handling customer complaints, because the timeliness of the processing is different from the company's daily affairs handling process, because the problem is serious, so it is necessary to clarify their respective responsibilities and time limit requirements for all relevant departments and positions, and at the same time formulate strict punishment standards to ensure that the disposal is rapid and appropriate.

You can get on a set of after-sales service software, the customer information, repair, complaints, service process, response speed, etc. are recorded in detail, and then with the call pop-up screen, automatic call recording to understand the operator's service attitude, plus the management personnel can access and monitor this information at any time, we basically dare not slack off. Huachuang after-sales software can do these, and it also has a mobile phone SMS notification function, which will be automatically sent to relevant personnel in the form of mobile phone text messages as soon as the business arrives, and it will be processed in a timely manner. You can give it a try.