CUSTOMER COMPLAINTS PROCEDURE

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CUSTOMER COMPLAINTS PROCEDURE
고객이 컴플레인을 걸어올 때 어떻게 대응하고 어떤 식으로 그들의 말을 기술하고 정리하는지 그리고 그에 근거한 법률(호주내 법률참고) 등 파트I,II로 나누어 설명(영어)

목차

PART I
How staff should respond to complaints

How disputes are to be registered/documented

How complaints are to be obtained, documented and reviewed

Laws, company policies and codes that should guide decisions

How the customer will be informed of the outcome of the investigation


PART II

Procedures of complaints must be referred locally/onsite

How these will be forwarded to the designated person in authority.

Procedures for complaints that have been referred to other personnel

본문내용

1.How staff should respond to complaints
Actively listen : The most important thing when people complain is to let them know you understand and care.
Apologise : The most appropriate way is to simply say you are sorry.
Make them feel special : You have to do everything within your power to solve their problem.
Discover the real problem : Complaints are only part of the real problem.
Don`t blame the computer : In fact, when people make complaints they do not generally want to know who is to blame, they just want their problem fixed.
“I just work here” : A sure way to make a complainant`s blood pressure rise is to try to divert the complaint away from you.
Explain your solution : Simply offer a solution you have power to make happen.
Keep your promises : Nothing is more infuriating than a promised solution not eventuating.
The finishing touch : In business, it is important to be aware of little extras you can do for people to make them feel good.
Check back later : Use complaints to turn casual customers into loyal, long-term customers.

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