客户投诉管理 Customer Complaint Management

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客户投诉管理，重要的环节在于投诉预防。因为投诉的问题越严重，挽救的成本越大，机会失去的概率也越大。抱怨是客户不满的信号，投诉预防应从识别并处理好客户抱怨做起。在与客户接触的每个环节中，企业要处理好客户不满或抱怨

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The important aspect of customer complaint management is complaint prevention. The more serious the complaint, the greater the cost of rescue, and the greater the probability of losing opportunities. Complaints are signals of customer dissatisfaction, and complaint prevention should start with identifying and addressing customer complaints. In every aspect of customer contact, enterprises need to handle customer dissatisfaction or complaints well

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投诉处理也是投诉管理的核心，投诉处理可以减少客户流失并挽救那些濒临破裂的客户关系。在对投诉进行处理的时候，处理调查、分析原因和寻求对策环节必须依靠不同部门的协作解决客户问题。
在投诉处理中要注重时效性。保证处理过程高效和企业信誉的建立。同时要建立投诉回访制度，监督和追踪投诉处理效果

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Complaint handling is also the core of complaint management, as it can reduce customer churn and salvage customer relationships that are on the brink of breakdown.
When handling complaints, the investigation, analysis of reasons, and seeking solutions must rely on the collaboration of different departments to solve customer problems.
Attention should be paid to timeliness in complaint handling. Ensure efficient processing and establish corporate reputation. At the same time, a complaint follow-up system should be established to supervise and track the effectiveness of complaint handling

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在客户投诉中，

我们知道了什么——What did we know;


我们什么时候知道——When did we know about it ;


我们对此做了什么——What did we do about it。

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In customer complaints,

What did we know;


When did we know about it;


What did we do about it.

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对待投诉客户的四种态度，遗憾——regret;
改错——reform;
赔偿——restitution
;纠正——recovery。

                               
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Four attitudes towards complaining customers, regret - regret;
Correction - reform;
Compensation - Restoration
; Correction - Recovery

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是指与投诉的客户进行沟通时应向客户承认事实真相;
率先对问题做出反应;迅速
处理投诉时要果断迅速;
不要躲闪要坦诚;
与客户分享你的感受;
对外沟通的内容也应关注事态的变化;反馈
对外界的变化做出及时的反馈

                               
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It refers to the process of communicating with the complaining customer
Admitting the truth to the client;
Be the first to respond to the problem; rapid
Be decisive and prompt when handling complaints;
Don't dodge, be honest;
Share your feelings with customers;
The content of external communication should also pay attention to changes in the situation; feedback
Provide timely feedback on external changes