Yan Wang Xiaohua Chen Yongxiang Road Agricultural
Liu Yanjun Liu Gang
Xiaokun Long Wang Shuxin Yang Peng Ye Zibin
had Zhihui Zhang Lichun He Jinming Zhang Lin Shi Hong Zhu Yu-Chen Ji Yang Jidong new
cattle Baotian Dong Ying
margin-left: 16px! important; text-align: justify; text-justify: inter-ideograph; Customer complaints nearly all industries have to face customer service issue, and this is a can not be ignored,vibram 5 fingers, can not be avoided but also the intricate subject. It is no exaggeration to say that it is the relationship with corporate management and development, reputation and A key work of the credit.
16 years of insurance work experience, 7 years of customer service work (95518 call center) experience, I feel more deeply the hard work of customer service, including feelings Needless to say the most customer complaints brought to the impact on my body and mind. Over the years, it is usually those of a chronic illness, head resident, worse, it already has a strong resistance, the more it seems to resolve complaints against will feel complaint handling more difficult to grasp, it is hidden behind the complaint, as I do not know when it will detonate a bomb hanging heart, lingering frustration ... ... Nevertheless, the persistence may be stubborn, I still hold to a stars there is hope that the sincere heart, enthusiasm to invest in it!
ordinary busy actually enriched the experience unconsciously, and accumulated experience. personal thoughts to share with you now.
a customer complaint management, new ideas
the basis of all the complaints handling and the key is attitude!
survey from the agent or member of staff to be the complainant, to the complaint handling people, and then to executive leadership, to the General Manager's Office, and finally to the total, the provincial department in charge of leading the company and so, in essence, every step possible to ease or end conflicts; of course, also may lead to the escalation of conflict! key issue is attitude!
1, strictly implement the responsibility system of the first pick. every aspect of their work not only on the particular error, the error is responsible, but also to think of the next link. each other up the stage rather than buck-passing or defeating ! to every aspect of the complainant feel are worthy of trust, by willing to listen to vent, willing to help the people of this phenomenon.
2, set up a complaints assessment reporting system. Let complaints assessment methods such as business indicators from top to bottom as popular, and even lies at the heart. really give Respondent to the moral and material pressures, some fear,mac brushes, some fear of losing face fines, then the terms of such a simple touch the hearts of those involved! firmly adhere to the monthly ranking of the country, whether timely complaint handling efficiency is improved, the first increase the degree of attention to complaints from top to bottom, and tension! not only the handling of complaints is one busy man, a radical, a fool who pay for all the mistakes (bitch)!
3, put right complaints in the position of working in business, in leading position of the eyes. expectations of complaints work can be used as a fixed subject will enter the Secretary for Works, participate in discussions, particularly significant or difficult cases should be referred to the complaints handling corporate affairs agenda up. or a single set of a regular, regular fixed from time to time, at any time to convene at any time to open. This may be able to relief . Events are not limited to one person or a memorandum of record, but the best role model there are number one! is not limited to a form or document or photo can be letters of appreciation and regular in the This is a file, a really, really,mac makeup, actually seems to make sense redundant files. insist on doing so, perhaps you can also surprised to find that employees complain about not having, towards the positive business situation, quietly effective growth ... ... < / p>
5, set up a reward fund complaints. a lot of unsung work behind the scenes staff,nhl hockey, to the company's reputation, the overall situation for the company has been quietly trying, dedication and even sacrifice the work of the ... & hellip ; However, they rarely are found to be understood! ask: the telephone? and encouraging more people to join the ranks of devotees, who have emerged more dedicated supporters and partners.
then, the money come from? more from the complaints, complaint handling is poor, leading do not attach importance to the primary fines on companies or individuals out. Fund (reward and punishment) to be informed usage. Award handle those complaints in a timely manner, so that the complainant satisfied with the staff. award a gold complaint handling those ideas, those who contribute. < / p>
7, so that complaint response time is no longer a slogan! over time-must be , said not to mean that did not! to win the trust and support of the majority must honor their commitments! on the time of the ring, must be far less than the promised cash. In order to avoid as much as possible and upgrade the repeated complaints and effective way is not only to restore, but also to take the initiative to reply, respond promptly! to win back the lost time.
8, with can use the same method, require the complainant to lead the staff as 1 hour and 1 day of collection or when Dan Zhengyuan and so on. effect of the persons concerned to see how to self-esteem and tolerance of the!
9, to carry out solicitation activities, complaint handling service to collect stories.
spread of the initiative is not about the handling of complaints in the story or the story, while true to the handling of complaints of people in order to release the pressure of a space, like public log, as more people understand dealing with the hardships of each complaint case.
Second, the handling of customer complaints new initiatives
1, regularly dispersed concentrated human labor, improve work efficiency.
I think a quick way to sorting files, if approved by the president's office can be, should be able to improve work efficiency! company officers to concentrate on the nature of the conference is a channel, if we can use or good will in the rest time after the end of 10 minutes, to which should be by one person or several people need to work overtime to complete the workload spread out, yet is a good idea. For example: a municipal branches per closing months of 6000 about the amount of the collection documents the window who always claim two or three people, not in the collection of documents at the same time sorting out. 6000 Pei conservatively calculated at 1%, it is possible to generate 60 Ge complaint, if a link has been on a bit of a problem or a small drag, to the window, even without delay, the complainant may also be complaints from the window, because of complaints of people tend to think that last link is the question ... ... I do not know what to receive claims document in the window because of the staff not only perform the duties of receiving documents, more of a commitment to a series of work-related, because they most of the customers waiting in line and then than any other leadership positions, or employees of simple imagination to Category! (classified by insurance companies, by insurance category, according to procedures complete or not classified in accordance with classification of individuals and units, classified according to other needs, etc.) they are often busy a day, more than 70% of the total but also the rest of the files not categorized well, so that total every day, at the end of a surprising number of natural! If a company can make good use of the General Assembly, after the meeting, each one hand made paper, each casual employees to leave the room when required to .
2, with color rendering work environment, accelerate the pace of work.
transparent plastic bags of a large number of volumes actually increased Chajuan speed applications, but applications also found abuses. If you want to The requested information is not necessary to re-open on the first page to look. In addition, sorting files when a project is always the standard, and numerous repeat a single operation (see a type of information), it is easy to form visual fatigue, and also easily error. sort of problem though not a big problem but work more or less mood disturbance. If you can determine in advance of each unit, department or insurance with a uniform color, then sorting it very easy. If complaints can also be Post a logo in the beginning of a book, each part of the staff saw this logo will improve efficiency, thereby improving the color itself is the attention and change the mood.
3, really establish a customer complaint handling the green channel.
the so-called green channel is to make complaints to the complaints handling body will worry + fast + good faith. The complainant in this patch or customers the company has formed a bad impression, especially the her cash related to all aspects, all aspects of staff can not just look on here or to their own requirements, and so one way or another, but should not contrary premise, as far as possible all the way to ensure smooth processing! course objective subject is unavoidable, then the responsible person should try to explain to the complainant, reduction of the escalation of conflict.
Complaints can meet the complainant's satisfaction, the key is the handling of complaints one can not persuade or through action Let your true feelings of the complainant, the complainant can be understood. do it real real hard, that is not impossible. attitude! your attitude is everything!
;
Liu Yanjun Liu Gang
Xiaokun Long Wang Shuxin Yang Peng Ye Zibin
had Zhihui Zhang Lichun He Jinming Zhang Lin Shi Hong Zhu Yu-Chen Ji Yang Jidong new
cattle Baotian Dong Ying
margin-left: 16px! important; text-align: justify; text-justify: inter-ideograph; Customer complaints nearly all industries have to face customer service issue, and this is a can not be ignored,vibram 5 fingers, can not be avoided but also the intricate subject. It is no exaggeration to say that it is the relationship with corporate management and development, reputation and A key work of the credit.
16 years of insurance work experience, 7 years of customer service work (95518 call center) experience, I feel more deeply the hard work of customer service, including feelings Needless to say the most customer complaints brought to the impact on my body and mind. Over the years, it is usually those of a chronic illness, head resident, worse, it already has a strong resistance, the more it seems to resolve complaints against will feel complaint handling more difficult to grasp, it is hidden behind the complaint, as I do not know when it will detonate a bomb hanging heart, lingering frustration ... ... Nevertheless, the persistence may be stubborn, I still hold to a stars there is hope that the sincere heart, enthusiasm to invest in it!
ordinary busy actually enriched the experience unconsciously, and accumulated experience. personal thoughts to share with you now.
a customer complaint management, new ideas
the basis of all the complaints handling and the key is attitude!
survey from the agent or member of staff to be the complainant, to the complaint handling people, and then to executive leadership, to the General Manager's Office, and finally to the total, the provincial department in charge of leading the company and so, in essence, every step possible to ease or end conflicts; of course, also may lead to the escalation of conflict! key issue is attitude!
1, strictly implement the responsibility system of the first pick. every aspect of their work not only on the particular error, the error is responsible, but also to think of the next link. each other up the stage rather than buck-passing or defeating ! to every aspect of the complainant feel are worthy of trust, by willing to listen to vent, willing to help the people of this phenomenon.
2, set up a complaints assessment reporting system. Let complaints assessment methods such as business indicators from top to bottom as popular, and even lies at the heart. really give Respondent to the moral and material pressures, some fear,mac brushes, some fear of losing face fines, then the terms of such a simple touch the hearts of those involved! firmly adhere to the monthly ranking of the country, whether timely complaint handling efficiency is improved, the first increase the degree of attention to complaints from top to bottom, and tension! not only the handling of complaints is one busy man, a radical, a fool who pay for all the mistakes (bitch)!
3, put right complaints in the position of working in business, in leading position of the eyes. expectations of complaints work can be used as a fixed subject will enter the Secretary for Works, participate in discussions, particularly significant or difficult cases should be referred to the complaints handling corporate affairs agenda up. or a single set of a regular, regular fixed from time to time, at any time to convene at any time to open. This may be able to relief . Events are not limited to one person or a memorandum of record, but the best role model there are number one! is not limited to a form or document or photo can be letters of appreciation and regular in the This is a file, a really, really,mac makeup, actually seems to make sense redundant files. insist on doing so, perhaps you can also surprised to find that employees complain about not having, towards the positive business situation, quietly effective growth ... ... < / p>
5, set up a reward fund complaints. a lot of unsung work behind the scenes staff,nhl hockey, to the company's reputation, the overall situation for the company has been quietly trying, dedication and even sacrifice the work of the ... & hellip ; However, they rarely are found to be understood! ask: the telephone? and encouraging more people to join the ranks of devotees, who have emerged more dedicated supporters and partners.
then, the money come from? more from the complaints, complaint handling is poor, leading do not attach importance to the primary fines on companies or individuals out. Fund (reward and punishment) to be informed usage. Award handle those complaints in a timely manner, so that the complainant satisfied with the staff. award a gold complaint handling those ideas, those who contribute. < / p>
7, so that complaint response time is no longer a slogan! over time-must be , said not to mean that did not! to win the trust and support of the majority must honor their commitments! on the time of the ring, must be far less than the promised cash. In order to avoid as much as possible and upgrade the repeated complaints and effective way is not only to restore, but also to take the initiative to reply, respond promptly! to win back the lost time.
8, with can use the same method, require the complainant to lead the staff as 1 hour and 1 day of collection or when Dan Zhengyuan and so on. effect of the persons concerned to see how to self-esteem and tolerance of the!
9, to carry out solicitation activities, complaint handling service to collect stories.
spread of the initiative is not about the handling of complaints in the story or the story, while true to the handling of complaints of people in order to release the pressure of a space, like public log, as more people understand dealing with the hardships of each complaint case.
Second, the handling of customer complaints new initiatives
1, regularly dispersed concentrated human labor, improve work efficiency.
I think a quick way to sorting files, if approved by the president's office can be, should be able to improve work efficiency! company officers to concentrate on the nature of the conference is a channel, if we can use or good will in the rest time after the end of 10 minutes, to which should be by one person or several people need to work overtime to complete the workload spread out, yet is a good idea. For example: a municipal branches per closing months of 6000 about the amount of the collection documents the window who always claim two or three people, not in the collection of documents at the same time sorting out. 6000 Pei conservatively calculated at 1%, it is possible to generate 60 Ge complaint, if a link has been on a bit of a problem or a small drag, to the window, even without delay, the complainant may also be complaints from the window, because of complaints of people tend to think that last link is the question ... ... I do not know what to receive claims document in the window because of the staff not only perform the duties of receiving documents, more of a commitment to a series of work-related, because they most of the customers waiting in line and then than any other leadership positions, or employees of simple imagination to Category! (classified by insurance companies, by insurance category, according to procedures complete or not classified in accordance with classification of individuals and units, classified according to other needs, etc.) they are often busy a day, more than 70% of the total but also the rest of the files not categorized well, so that total every day, at the end of a surprising number of natural! If a company can make good use of the General Assembly, after the meeting, each one hand made paper, each casual employees to leave the room when required to .
2, with color rendering work environment, accelerate the pace of work.
transparent plastic bags of a large number of volumes actually increased Chajuan speed applications, but applications also found abuses. If you want to The requested information is not necessary to re-open on the first page to look. In addition, sorting files when a project is always the standard, and numerous repeat a single operation (see a type of information), it is easy to form visual fatigue, and also easily error. sort of problem though not a big problem but work more or less mood disturbance. If you can determine in advance of each unit, department or insurance with a uniform color, then sorting it very easy. If complaints can also be Post a logo in the beginning of a book, each part of the staff saw this logo will improve efficiency, thereby improving the color itself is the attention and change the mood.
3, really establish a customer complaint handling the green channel.
the so-called green channel is to make complaints to the complaints handling body will worry + fast + good faith. The complainant in this patch or customers the company has formed a bad impression, especially the her cash related to all aspects, all aspects of staff can not just look on here or to their own requirements, and so one way or another, but should not contrary premise, as far as possible all the way to ensure smooth processing! course objective subject is unavoidable, then the responsible person should try to explain to the complainant, reduction of the escalation of conflict.
Complaints can meet the complainant's satisfaction, the key is the handling of complaints one can not persuade or through action Let your true feelings of the complainant, the complainant can be understood. do it real real hard, that is not impossible. attitude! your attitude is everything!
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