How Do I Handle Customer Complaints?

It means that in order to improve the quality of customer service, increase their own benefits, listen to different opinions, deal with different issues raised by customers, and provide protection for enterprise development.

Complaint handling

With the deepening of people's understanding of services, more and more consumers have begun to pay attention to protecting their rights and interests, and customer complaints have become more and more. Correctly handling customer complaints and increasing customer value have become the research of many companies Topic. For this reason, companies are paying more and more attention to customer service personnel.

Governments at all levels in China are paying more and more attention to the development of the service industry, and the State Council has successively issued guidance on accelerating the development of the service industry.

Positioning and mentality of difficult complaint handling

1. Why is it difficult to handle difficult complaints?

2. Where is the difficulty in handling difficult complaints?

3.The value of dealing with difficult complaints

4. Thinking positioning for difficult complaint handling

5.Adjustment of mentality in handling difficult complaints

6. Channels for Handling Difficult Complaints

7. The key points and difficulties of various channels in dealing with difficult complaints

10 core tips for troubleshooting complaints

1, the secret to overcome tension

2. The secret to calming customer anger

3. 2 tips for controlling initiative

4, the secret of pre-buying Marvel

5. Nirvana to lower expectations

6. Handling of compensation claims

7, the secret of focus shift

8. Tips at the end of difficult complaint processing

9. Tips for Satisfactory Complaint Evaluation

10. Secrets to turning crisis into opportunity

Analysis of Handling Principles for Difficult Complaints

1. Analysis of 5 major expectations of customers who have difficulty complaining

2. 6 typical forms of customer complaints

3. 5 key points for handling difficult complaints

4, processing

Chen Yuting

Well-known consulting and training experts of central enterprises and banks

Invited Lecturer for Olympic and Expo Service Marketing

Personal advisors to the chairman and president of several banks

Focus on corporate problem solving and employees' practical skills improvement

Practitioners of "reasonable learning" and "emphasis on implementation" in the training field

13 years of research on consulting and training of China's top 100 companies such as major banks and telecommunications operators, committed to improving overall management performance, focusing on the financial and communications industries, more than 3,000 days of front-line inspections and training seminars in over 200 cities The number of trainees exceeded 200,000, covering 31 provincial administrative regions in China. The satisfaction rate of trainees ranked first in the industry for many years. The theory and methods were more forward-looking and operable.

Industry status 3 "only":

1. The only lecturer in the country that does not rely on any commercial promotion, relying only on the word of mouth of customers in the industry. From 2005 to 2012, the number of lectures for 8 consecutive years exceeded 200 days / year, and the maximum exceeded 300 days / year.

2. The only one in the country, a key central enterprise Beijing company has repeated purchases more than 100 times in three years, and the only lecturer who is exempt from bidding, and has received the most recognition in the most discerning industries and enterprises;

3. The only lecturer in the country that has the most consulting and training in key central enterprises and major banks, has created the most benchmarks in the industry, has the most achievements in increasing performance and building achievements, and has learned, created and scientifically practiced the most effective practices in the most formal and profitable companies. method.

Serviced enterprises:

Financial industry customers: Industrial and Commercial Bank of China, Agricultural Bank of China, Bank of China, Construction Bank, Bank of Communications, China Merchants Bank, SPDB, Guangfa Bank, Huaxia Bank, Minsheng Bank, CITIC Bank, Everbright Bank, Zhejiang Commercial Bank, Postal Savings Bank, Agricultural Credit unions, rural cooperative banks, city commercial banks, rural commercial banks.

Communications customers: China Mobile, China Telecom, China Unicom, former China Netcom, former China Railcom, former China Unicom.

Open class theme:

1. Open lesson "10 Management Keys to Improve Practical Skills of Employees"

2. Open Course of "Customer Satisfaction Improvement"

3. Open Course of "Bank Branch Transformation and Management"

4. Public Course of "Rural Commercial Bank Operation and Management"

5. Open lesson of "Complaint Handling and Complaint Management"

6. Open Course of "Credit Card Marketing Management"

Internal training course topics:

Business Management Series: Commercial Banking Management Strategy and Standardization Operation, Credit Card Marketing Management

Account manager series: bank credit practical skills and case analysis, group customer development and maintenance, industry information solutions

Business office network series: operation management and site management, service marketing improvement and management, customer satisfaction improvement, various transformation training

Others: handling and management of difficult complaints, training of internal trainers in the enterprise, improvement of the quality of elite employees

Complaint Handling

"Extreme Operation Management of Business Outlets"

(Published by Beijing Television Arts Center, recording of cutting-edge lectures, broadcasted by 118 TV stations, available at major airport bookstores nationwide, and the first-selling similar disc on the Internet)

"36 strokes to create high-performance business outlets"

(Published by Peking University Press)

Complaint handling success stories

From 2009 to 2011, Guangdong Mobile's 6 customer service centers commissioned Chen Yuting to conduct training on difficult complaints and consultations, and became the best-selling lecturer in the "Kosi Level 4 Assessment".

From 2004 to 2012, Industrial and Commercial Bank of China, Agricultural Bank of China, Bank of China, Construction Bank, Bank of Communications, China Merchants Bank, Rural Credit Cooperative, Rural Cooperative Bank, Rural Commercial Bank, etc. in Hebei, Chongqing, Shaanxi, Fujian, Beijing, Shanghai, Shandong and other places Mr. Yuting Chen was entrusted by various banks and other telecommunications operators such as China Mobile, China Unicom, and Telecom to carry out training on difficult complaint handling, complaint management, and training of internal trainers for complaints, and achieved significant results.

Business Hall Network Marketing:

A branch of Industrial and Commercial Bank of China in Fujian Province, wealth management products increased by 404% year-on-year;

A Unicom business hall in Shandong added 570,000 yuan of 3G product sales in 2 hours;

The sales of a telecommunications business hall in Xiangtan, Hunan, increased by 400% year-on-year in three months, becoming the only business hall in Hunan Province selected as a telecommunications group company;

A number of mobile business offices in Beijing have added 1,100 to 4,200 data services in 4 hours, and completed sales in the past month in one day.

Service management introduction and customer satisfaction improvement:

Zhejiang, Jiangsu, Shandong, Beijing, Shanghai, Guangdong, Fujian, Chongqing and many other Chinese banks, Industrial and Commercial Bank, Construction Bank, Agricultural Bank, Rural Commercial Bank, Postal Savings Bank, Chief Expert of "Service Import Project", and quality service introduction effect Continued for many years and became the first in the country;

Before and after the 2007-2010 Olympic Games, it helped Beijing's nearly 300 key business halls to improve, from "the bottom of the group" to the first in the country for 3 consecutive years;

On the eve of the World Expo from 2009 to 2010, it helped more than 100 business offices near the Shanghai World Expo venues to gain the "Fastest Growth in Service Subproject" award.

Group Account Manager:

At the beginning of 2008, the only external lecturer of Zhuhai Mobile Dynamic 100 experience hall industry informatization solution was awarded by the president of the group company. From 2008 to 2010, Dynamic 100 was popular throughout the country.

Internal Trainer and Skills Competition:

Trainees have won the top 3 in national and provincial speech contests and skills competitions several times; hundreds of trainees have been rated as "gold medal lecturers"; hundreds of supervisors have been promoted, and Mr. Chen himself has been selected by trainees and Internal trainers are called "industry head coaches."

Complaint Handling Update

Name: Extreme Operation Management of Business Outlets

Speaker: Chen Yuting

Specifications: 6 DVDs

Publisher: Beijing Television Art Center Press

Price: 680 yuan

description:

China's first course for the financial and communications industry

The most authoritative and effective business network management method ever

Learning gift for 1 million business outlets nationwide

In the highly competitive modern financial system, business outlets have become the main battlefield of business operations. A set of fast and effective management methods is not only the basic guarantee for the normal operation of business outlets, but also a necessary condition for winning the final victory.

Through the improvement of the five management content of business outlets, we will explain all aspects of business outlet management one by one for you, helping you to improve your management strategy and build financial competitiveness.

He has helped increase the sales volume of various business outlets by 50% to 400%

He has helped improve services in a province. Customer satisfaction counts down from the country to become the first in 3 years

He also helped the business outlets build a complaint handling system and became a national benchmark within six months.

More than 3,000 days of focused research in the banking and communications industry, and consulting and training experience at thousands of business outlets. Make his theory and method more forward-looking and operable. And its efficient landing management strategy has made countless business outlets complete the leap-forward development from ordinary to excellent and from excellent to excellent.

So far, he has traveled all over the country, and his trainees have covered all major banks and telecommunications operators across the country. And he is also hailed by the industry as a senior, authoritative and popular expert in consulting and training of business outlets.

Learn the core secrets of witty humor

Master the essential skills while sharing the case

Complaint Handling

Module I. 4 cornerstones of high performance management in business outlets

1.Identify the 5 challenges of business outlet management

2. Locate the managers of business outlets

3. Standardize the workflow of building business outlets

4. Use business outlet management tools

Module 2: Business network management 7 magic weapon

Check out the three districts

Three treatments during busy hours

Three things in the lobby

Counter three note

Three Combinations of Management

Three sentences

Often say three words

Unit three, business outlet service management

1. The role and value of service management

2. Manage the biggest short board in the service

3. Analyze some service details and error points from the perspective of "mystery customer"

4. Key points of disciplinary management of outlet services

5. 3 management points to avoid service complaints

6. Rectification of "Customer Waiting for Time" Special Issues

7. Accelerators in service management: how to do good service training

Unit four, dot line layout management

1. Overview of dynamic layout management

2. Case study: Practical application and design essentials of dynamic line management

3. The magic of the "magic box area"

4. Dynamic layout of various "irregular" business outlets

5. Several important factors in spatial layout

Unit five: Complaint handling and management at business outlets

1. Coordination of complaint handling and complaint management

2. Standard principles for handling complaints

3. Expectation analysis and response attention of complaining customers

4.Four points of complaint handling

5. 9 tips for handling complaints

6. Construction of management system for complaint handling

Unit 6. Sales Management of Business Outlets

1. 5 shortcomings that restrict sales in outlets

2. Difficulties in sales implementation in each region of the outlet

3. 5 strategies for outlet marketing

4.Customer analysis and identification and sales collaboration between positions

5. Establishment of marketing management standards: production of marketing scripts

6. The basic ideas for the construction of outlet sales system ^[1]