1. Receiving customer complaints: When customers are abnormal, it is necessary to receive, record and confirm abnormal information in time. You can receive customer complaints through telephone, email, online customer service and other channels.

2. Classification of abnormal types: classify according to the nature, severity and influence scope of customer abnormal information for subsequent processing and analysis.

3. Analysis of abnormal reasons: through communication with customers, consulting relevant data, and investigating the actual situation, analyze the abnormal reasons and impacts.

4. Formulation of treatment plan: According to the types and causes of anomalies, formulate corresponding treatment plan, and define the treatment objectives and steps.

5. Implement the treatment plan: implement the treatment plan, including handling the abnormality, solving the problem and taking corrective measures.

6. Follow-up processing results: Follow-up and evaluate the processing results to ensure that the customer's abnormality is solved and a satisfactory reply is obtained.

What is an unusual customer complaint?

Abnormal customer complaints refer to customers' dissatisfaction with the company's services, products or other aspects, and the problems involved are complex and complicated, which cannot be handled through conventional processes and need special treatment or cross-departmental coordination. Under normal circumstances, abnormal customer complaints will have a certain impact on the company's reputation and image, which needs to be highly valued and handled in time.

Principles of customer complaint management

1, precautionary principle

Improve the quality and business ability of all employees. Strengthen the information exchange inside and outside the enterprise, and maintain a working attitude of wholeheartedly considering the company and customers.

2, the principle of timeliness

All departments work together to respond quickly, strive to solve the problem comprehensively in the shortest time, and give the complainant a timely and satisfactory answer.

3, the principle of responsibility

Determine the responsibility for handling complaints, determine the responsible department and person who caused customer complaints, and determine the responsibility for failing to solve customer complaints in a timely and satisfactory manner.

4, the principle of recording

Record every customer complaint in detail, providing valuable raw materials for enterprises to learn lessons, sum up experience in complaint handling and strengthen complaint management.