Limitations of Shanghai Chain Home Customer Complaint Handling

A: The "30 124" customer complaint response system is a customer service specification introduced by Chain Home in 20 18. Strict task indicators are set for the internal customer service system of Chain Home, which requires Zhong Chao to respond quickly within 30 minutes, propose solutions within 12 hours, and basically solve customer complaints within 24 hours, so that the after-sales customer complaint service is more transparent and efficient, compensation and advance payment can be implemented quickly, and customer service satisfaction can be improved. Chain home executives regularly go to the front line as customer service to provide quality services to customers.

In order to fully cooperate with the implementation of the "30 124" customer complaint response system, Chain Home upgraded the customer service department from the organizational structure to the work functions, defined the personnel responsibilities and timeliness requirements in the aspects of dispute filing, complaint work order handling and interview reception standards, and formulated a detailed customer service manual. At present, the 24-hour resolution rate of complaints from chain customers has reached 87%.