How to establish a dispute complaint handling mechanism for property service disputes

How to treat and handle property service complaints correctly Any enterprise will inevitably encounter some complaints and complaints from customers in the process of customer service. No matter how good a company is, it can't guarantee that it will never make mistakes or cause customer complaints. However, when encountering a complaint, the first reaction is "trouble again", treating the complaint as a "hot potato" and even hoping that it would not happen. If it happens, you'd better not let me receive it. If I get it, it better not be my responsibility. It's a western proverb: "No news is good news" (no news is good news).

In real life, there is not as much good news as expected. In a sense, no news is good news, but for Pingjia Company, no complaint is not necessarily good news.

According to the survey, when customers are dissatisfied, 90% never complain, 69% never complain, only 23% mention it to the service staff around them, and only 8% of complaints reach the top management through the customer department, which means that a customer's complaint usually represents the voices of 24 other customers who have not complained to the company. In China, an average consumer will have at least 50 colleagues, classmates, fellow villagers, relatives and friends, which means that an dissatisfied customer may tell his/her dissatisfaction with products and services to 50 people around him, while a satisfied customer will only tell his/her satisfaction to 3 people around him. Similarly, the owner of a property community may be satisfied with his feelings or complain, which affects many people around him. This has formed a "word-of-mouth effect".

Reasons why customers are dissatisfied with the service and don't complain: (1) Complaints can't solve practical problems; (2) The procedures are complicated and there is no way to complain. Therefore, instead of complaining, it is better to change the ideas of the parties directly. According to the survey of American OCA/ White House National Consumers Association, only 9% customers will continue to buy your products if they are dissatisfied or complain, and only 19% customers will continue to buy your products if the complaints are not resolved. If the complaint is resolved satisfactorily, 54% customers will continue to buy: the complaint is resolved quickly, and 82% customers will continue to buy your goods.