Summary is a written material that comprehensively and systematically summarizes the achievements, existing problems, experiences and lessons gained in a period of time. It can effectively exercise our language organization ability. Let's sit down and write a summary. Do you want to know how to write a summary? The following is a summary of the complaint handling work I helped you sort out, for reference only, and I hope it will help you.
Summary of complaint handling in 1 20xx, in order to consolidate and enhance the competitive advantage, our mobile company maintained its absolute dominant position in the mobile industry, accelerated the development of local mobile, improved the service level of most customers of our team, constantly overcome various difficulties and unfavorable factors, and maintained steady growth in business development and business income. The following is a summary of my work in the mobile company this year. This year, all the work has achieved gratifying results.
I. Personal Customer Management and Service
In order to show respect for vip members and enjoy what I think is a distinguished experience. 20xx years, based on the service concept that communication starts from the heart,
Each of our service personnel is based on the interests of customers, thinking about what customers think and anxious about what customers are anxious about, providing customers with various communication services such as careful shutdown, free card replacement, free replacement of stk large-capacity cards, and helping customers win points. We try our best to do our best for our customers.
Combined with the work indicators of our mobile company and based on the principle of people-oriented service, we have provided differentiated services such as door-to-door service and home service to big customers and important customers from the data at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.
In addition, combined with the strategic goal of service and business leadership, we always adhere to the corporate mission of creating an infinite communication world and being the pillar of the information society, and constantly enhance employees' sense of crisis, urgency, mission and responsibility. In addition to improving the service quality in an all-round way, our center has also made great progress in the civilized construction of the company.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the battle of market retention rate of middle and high-end customers, only by deepening humanized and family-style quality service and improving business technology level can we win the trust of many middle and high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and Qi Xin's cooperation of all outbound personnel have played a great role in promoting new business and comprehensively promoting the incremental income of new business in 20xx. The team members are doing market research. Their service quality represents the service image of our company in social investigation, service care and tapping potential customers. Therefore, we train outbound personnel to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time. It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers. Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain the leading position in service, the key customer center established a rapid response mechanism for customer complaints in 20xx, taking customer value as the yardstick and starting with strengthening complaint management.
First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling.
Secondly, strictly control the short message sending of group customers.
Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time.
Finally, improve the customer follow-up service system, improve the service level of mobile companies, and achieve 100% complaint satisfaction.
Verb (abbreviation for verb) daily homework
Account manager is the main provider of key customer service for group customers and individuals, and also an important carrier for mobile companies to show their employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In our daily work for 20xx years, we have focused on systematic training on the service and business of account managers, comprehensively optimizing the marketing system and optimizing the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.
In the coming year, I will assist the leaders in comprehensively innovating the service model and increasing the market share of new business. Assist leaders to improve customer service in an all-round way and promote the optimization of service value. We will continue to vigorously promote the core values of noble morality, caring for life and achieving Excellence.
On February 20 _ _, Tianjin Mobile Company consolidated and enhanced its competitive advantage, maintained its leading position in the industry region, accelerated the development of Benxi Mobile, improved the service level of key customers, overcame various difficulties and unfavorable factors, and maintained a good development trend of business development and steady growth of business income. The following is a summary of my work in the mobile company this year, summarizing all the gratifying achievements of this year.
I. Personal Customer Management and Service
In order to show respect for vip members and enjoy what I think is a distinguished experience. In 20 years, based on the service concept that communication starts from the heart,
Each of our service personnel is based on the interests of customers, thinking about what customers think and anxious about what customers are anxious about, providing customers with various communication services such as careful shutdown, free card replacement, free replacement of stk large-capacity cards, and helping customers win points. We try our best to do our best for our customers.
Combined with the work indicators of our mobile company and based on the service principle of "people-oriented", we have implemented differentiated services such as door-to-door service and family service for major customers and important customers from the data breakdown at the beginning of the year to the customer satisfaction at the end of the year. We ask every account manager to patiently answer customers' questions about mobile communication, satisfactorily solve customers' problems in using mobile phones, and provide various forms of information services. The account manager will contact the customer regularly, and the customer can also keep in touch with the account manager by telephone, text message, door-to-door and other means. Customers can also make an appointment with the key account manager who provides services and ask for on-site service. On-site service includes: business acceptance, setting new business functions, presenting new business, solving complaints, charging mobile phone fees, etc.
In addition, combined with the strategic goal of "leading in service and leading in business", we have always adhered to the corporate mission of "creating an infinite communication world and being the pillar of the information society", constantly enhancing employees' "sense of crisis, urgency, mission and responsibility" and comprehensively improving service quality, so that our center has made great progress in corporate civilization construction.
Second, the retention rate of high-end customers.
In the current fierce market competition, high-end customers will become the next market target of our communication industry. In the "war" of high-end customers' market retention rate, only by deepening humanized and family-style quality service and improving business technology level can we gain the trust of many high-end customers. Last year's high-end retention rate, our center successfully completed the task assigned by the company.
Third, the management of outbound personnel.
Outbound personnel account for a certain proportion of our center's completion indicators. Targeted selection of target customers for telemarketing, well-designed service caliber and the joint efforts of all outbound personnel have played a huge role in the promotion of new business and comprehensively promoted the incremental income of new business in _ _ _. The team members are doing market research. Their service quality represents the service image of our company in social investigation, service care and tapping potential customers. Therefore, we train outbound personnel to master the company's indicators and business, standardize service terms, professional and flexible coping skills, and cooperate closely. So that they can clearly and clearly deliver the information to the target customers at the first time.
It is a bridge directly connecting customers and companies, so the service quality of outbound personnel directly affects customers.
Outbound personnel further cultivate potential and competitive business, focusing on strengthening potential, service management and service personnel management.
Fourth, complaint handling.
In order to further improve customer satisfaction and maintain the leading position in service, the key customer center has established a rapid response mechanism for customer complaints in _ _ _ _ _ _ _ _ _
First of all, optimize the complaint handling process, strengthen the back-office manager's support to the front-office account manager's complaint handling, set up a complaint hotline, and establish an emergency mechanism for direct intervention by management to shorten the time limit for complaint handling. Secondly, strictly control the short message sending of group customers. Thirdly, important and repeated complaints are directly sent to the company's professional departments or related leaders, and the management personnel support and solve them in time. Finally, improve the customer follow-up service system, improve the service level of mobile companies, and achieve 100% complaint satisfaction.
Verb (abbreviation for verb) daily homework
Account manager is the main provider of customer service for group customers and individuals, and it is also an important carrier for mobile companies to show their employees' image and work style. The professional image and quality of account managers have always been the focus of company leaders and customers. In the daily work of _ _ _, we focus on systematic training on the service and business of account managers, comprehensively optimize the marketing system and optimize the scale of account managers. Vigorously promote the large-scale development of new business, accelerate the pace of upgrading services, comprehensively optimize the marketing system, and promote the center to achieve its annual marketing goals.
In 20__ _ years, I will assist the leaders in comprehensively innovating the service mode and increasing the market share of new business. Assist leaders to improve customer service in an all-round way and promote the optimization of service value. We will continue to vigorously promote the core values of "being virtuous and carrying things, achieving perfection".
Summary of complaint handling: In the past 3 20xx years, in strict accordance with the management requirements of the Ministry of Health and the Hunan Provincial Health Planning Commission, our hospital has conscientiously implemented various medical-related laws and regulations, abided by laws and regulations, and abided by medical routine operating norms. The majority of medical staff have done their best to complete their jobs, but there are still some medical disputes. This year, there were 19 medical complaints and 2 medical disputes (including 1 compensation).
First, the causes of medical disputes and complaints:
1, weak sense of responsibility. The lack of high sense of responsibility of medical staff and detailed medical history led to missed diagnosis, misdiagnosis and delayed illness in 2 cases.
2, in violation of the hospital core system, technical operation routine. Nurses failed to implement the "three checks and eight pairs" in the operation process, which led to dispensing errors and infusion errors, which led to 3 patients' complaints.
3. Poor service attitude. Some medical staff have personal emotions in their work, words and deeds angered patients and intensified contradictions, leading to 15 complaints.
4. Misunderstanding of public opinion. Some people don't know enough, and take it for granted that as long as the hospital can't cure the disease, they will take full responsibility, demand compensation, and even gather relatives and friends to make a scene in the hospital. 1 The dispute over malicious extortion of hospitals has been settled peacefully.
Second, measures to prevent medical disputes and complaints
1, change the service concept. Establish good medical ethics, improve service attitude, strengthen sense of responsibility, and suggest harmonious doctor-patient relationship. Medical staff must attach great importance to patients' rights, fully let patients and their families know the current condition, inform the cause and effect of examination and treatment, and let patients and their families feel respect. Medical staff should use words that they can understand from the patient's point of view and make sure that they understand the information correctly.
2. Strictly implement the system of "three inspections and eight pairs". Consciously abide by the rules and regulations in clinical work, and carry out diagnosis and treatment activities in strict accordance with the norms. Medical staff should combine the consciousness of guarding the gate with medical responsibility and implement it in medical activities, so that it can become the basic quality of medical staff.
3. Enhance legal awareness. With the gradual establishment of the concept of legal system in the whole society, the awareness of rights protection of patients and their families has been greatly enhanced. At present, most medical personnel are not clear about the current legal environment and lack legal awareness, so they can't well safeguard the legitimate rights and interests of both doctors and patients.
4. Pay attention to the writing quality of medical documents. Medical documents are technical appraisal and judicial appraisal in medical disputes.
The important basis is to ensure the authenticity and reliability of medical records and provide legal basis for properly handling medical disputes.
Complaint handling summary 4 What does the customer's complaint mean? This means that customers are not satisfied with our service, our service is not enough, and we may lose these customers, which means
This chain reaction is daunting, and over time, customer complaints are regarded as a burden. In fact, customer complaints are not our nightmare, on the contrary, they are an intangible resource.
No enterprise can guarantee that its products and services will never go wrong, so customer complaints and complaints are inevitable. Dealing with customers' complaints and complaints can not only enhance customers' loyalty, but also enhance the image of the enterprise. Poor handling will not only lose customers, but also bring negative effects to enterprises. Therefore, handling customer complaints is an important issue that we attach great importance to.
The first is to deal with it quickly.
After receiving the complaint work order, we should calmly analyze the cause of the incident, make a quick judgment and deal with it quickly. After judgment and analysis, find out the problems, respond to customers with a positive attitude, and deal with them on the spot if they can. For those who can't answer at the moment, make a time commitment. No matter how progress is made in the process of handling, we should give the other party a reply within the promised time until it is completely solved, so that the complainant is satisfied with the handling result.
The second is to listen carefully.
After handling the complaint, we will follow up and reply to the customer to understand his satisfaction. Eliminate the negative impression of the company in the eyes of customers. Usually, when customers are dissatisfied, they often come with anger, so it is inevitable that there will be excessive behavior in words or attitudes. In this case, we must restrain ourselves, take care of each other from the customer's standpoint, and listen to his complaints kindly and carefully, so as to buffer the customer's excitement and win time for thinking. Handling customer complaints requires listening to customers' opinions carefully; Keep calm, don't refute, don't argue, don't pass the buck, don't blame customers; Apologize to customers for the shortcomings in our work and gain their understanding; When dealing with customer complaints, we should always grasp the problem of empathy and express our understanding and sympathy for customers' feelings. The second reply is an important link to build trust and make up for the mistakes caused by various reasons. It is also an important link to check and verify the quality of our work, communicate well with customers, handle well and implement well, and finally achieve customer satisfaction.
The third is to summarize and improve.
The last thing to do is to summarize the reasons for this complaint, what lessons and shortcomings should be learned from this complaint handling, and how to avoid similar situations and problems in future work.
For example, this month, our group handled complaints about basic communication, some of which were caused by weak network coverage and could not be solved for the time being. Summarize these complaints to provide basis for new projects of the base station; If it can be solved by network optimization through field test, it will be arranged in the weekly plan in time; Through the situation reflected by users, it is known that it may be caused by base station failure. After checking the relevant indicators of the base station, find out the fault point and then get off the station for maintenance. Dealing with complaints in time, on the one hand, knowing the network operation in time, is helpful to solve network faults in time, on the other hand, providing users with quality services and strongly supporting the work of business departments.
Customer is the most important resource of an enterprise and the source of its survival and development. Therefore, handling customer complaints well is a powerful magic weapon to enhance customer satisfaction and loyalty.
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