The six steps to deal with customer complaints are to accept customer complaints with an open mind, judge whether the complaints are established, and determine the department responsible for handling complaints. The responsible department analyzes the reasons for complaints, puts forward fair solutions, and submits them to the competent leaders for instructions.

Customer complaints refer to written or oral objections, protests, claims and problem-solving requirements put forward by customers who are dissatisfied with the quality or service of enterprises. Customer complaint is a means for consumers to reflect the situation and problems to the competent department of the merchant and demand corresponding compensation because of the product quality problems and service attitude of the merchant.