Handling strategy of complaints from property customer service

Handling strategy of complaints from property customer service

Introduction: Product and service are two key factors for a company's success, and excellent service requires an excellent customer team. The following is the whole strategy for you to accept complaints from property customer service, hoping to help you.

I. Reception and acceptance

1. Please sit down when you receive a customer complaint. Patiently listen to customer complaints, do not make excuses at will, listen to the content clearly, do not interrupt the owner, and are not in a hurry to express their views;

2. After the customer has finished speaking, ask about the situation further; Never argue with customers, but objectively and calmly guide owners to describe the actual situation clearly;

3. Accept customer complaints and follow them to the end until the problem is solved and the customer gets a reply; For unresolved complaints, it is necessary to make it clear to the owner through diplomatic means and determine the time for the next reply.

4. After fully understanding the situation, the customer's complaints should be answered clearly in time to show that the customer's complaints have been paid enough attention and properly solved;

5. After the customer complaint is handled, the matters, handling process and results of the complaint shall be clearly recorded on the owner's opinion acceptance form, and the customer shall sign the opinion form and bring it back to the file.

6. Major complaints must be reported to department heads or company leaders immediately.

Secondly, define the nature of complaints.

1. The nature of the complaint is determined by the project director.

2. According to experience and actual situation, define whether the complaint is valid or invalid; If the complaint is invalid, explain it to the customer politely and patiently to eliminate misunderstanding.

3. If the complaint is valid, define the severity of the complaint: major complaint, major complaint and minor complaint.

4. The scope of major complaints:

(1) The service promised by the company or stipulated in the contract has not been implemented, or the implementation effect is obviously different, and the customer has repeatedly raised unresolved complaints.

(2) Due to the company's responsibility, it causes economic losses or personal injuries to customers and has a bad psychological impact.

(3) Effective complaints cannot be reasonably resolved within one week.

(4) Involving sudden large-scale power failure, water cut or sudden stop of equipment and facilities, causing customer complaints.

(5) At the same time, more than five customers complained about the same incident.

(6) Other companies consider it a major complaint.

5. Important complaints:

(1) The reasonable demands put forward by customers have not been resolved in time, which seriously affects the normal office and house use of customers.

(2) The customer is very angry because of service negligence or employees' poor service attitude.

(3) Other companies consider it an important complaint.

6. General minor complaints:

It refers to the problems that cause slight inconvenience or influence to customers' life, psychology and work due to the company's facilities, equipment, management level, service attitude of employees, etc., and cause slight complaints from customers, which can be easily solved immediately through improvement.

Third, make preliminary treatment or reply to customers:

1. If you can reply to the treatment method or result on the spot, you can immediately make a result opinion that the customer may be satisfied with or need.

2. If you can't make a clear handling opinion in time, give it to the customer? Be valued? And then what? Respect? Answer:? Ok, let's rectify next, shall we? ,? Should we come down and investigate at once? Wait a minute.

Four, report to the superior or other departments:

1. Upon receiving major complaints, immediately report to the superior, who will report to the company leader according to the actual situation and the progress of the incident.

2. If the first person in charge can't handle the received complaint, he should hand it over to other departments within 10 minutes after receiving the complaint.

V. Record the first responsible person in the Record Form of Customer Complaints and Opinions.

Processing and follow-up of intransitive verbs

1. The customer assistant (receptionist) has completed the record form of customer complaints and opinions. The supervisor (manager) of the customer center shall sign the handling opinions on the Record Form of Customer Complaints and Opinions.

2. The person in charge of the complained department receives customer complaints and opinions from the customer assistant. Prescription aging treatment.

3. After receiving the feedback from the complained department, the customer assistant will report the situation to the project supervisor or manager, and reply the result to the complaining customer in time on the same day, and indicate the reply time on the Customer Complaints and Opinions Record Form.

4. Time limit for handling complaints:

(1) Minor complaint: If it can be solved in time, it should be solved immediately or replied, or handled within the time limit required by the customer. In case of special circumstances, it should be handled within half a day, and overtime needs to be approved by the competent manager.

(2) Important complaints: Generally, they are handled within 1 day, and overtime needs to be approved by the management manager.

(3) Major complaints: give a clear answer to the complaining customer within 2 days, and the time for settlement shall not exceed 15 days.

Seven. Reply to handling opinions:

After receiving the complaint handling information from the complained department, the customer assistant will report the situation to the account manager. After the manager agrees to handle the results, he will reply the results together with the Customer Suggestions/Opinions Acceptance Reply Form to the complaining customers on the same day.

Eight, return visit:

After the complaint is handled, the customer service assistant will arrange a return visit within 1 day. Return visit rate 100%.

Nine, statistics, statements:

Make statistics and analysis of complaints every week, and make statistics and analysis of the results, and fill in the daily and weekly reports of the department.

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