1. According to the nature of the complaint, there are effective complaints and communication complaints.

(1) Effective complaints: There are two kinds of effective complaints: users' complaints about dereliction of duty and violations of laws and regulations in the management of services, fees, fund management and maintenance. , and verified and registered by the relevant industry authorities. The user complains to the service management unit that the management unit or manager intentionally, unintentionally or negligently causes damage to the interests of the user or the public. This kind of complaint is basically not involved in our company. )

(2) Communication complaint: help-seeking: the complainant has difficulties or problems that need help to solve. Consultation type: the complainant has contacted the management department for questions or suggestions. Venting type: the complainant has some inner dissatisfaction due to dissatisfaction, injustice or misunderstanding, and asks to solve the problem. If the communication complaint is not handled properly, it will become an effective complaint, so it must be dealt with seriously. Most of the complaints we face come from these aspects. In my opinion, due to the characteristics of our industry and the customers we face, it is not necessarily a bad thing to receive such complaints, but it is beneficial to handle them well. )

2, according to the content of the complaint is divided into:

(1) Equipment complaints:

(2) Service attitude complaints:

(3) Service quality complaints:

(4) Complaints about emergencies.

Second, the psychological analysis of customer complaints

From the analysis of customer temperament characteristics, combined with weird psychology, customer temperament can be divided into four categories: choleric temperament, sanguine temperament, mucinous temperament and melancholy temperament (most data are divided into the above four categories). According to the survey, most customers who complain repeatedly belong to irritable and optimistic customers. These two types of temperament customers have high nerve activity and belong to the excited and lively type. They have high emotional excitement, poor inhibition and are particularly impulsive. Therefore, there are mainly three kinds of psychology when they complain (Dr. Hao, the ambassador of Chengdu, is a typical one):

1, let off steam. Such customers usually complain and complain with anger when receiving services, so that their melancholy or unhappy emotions can be released and alleviated to maintain psychological balance.

2. The psychology of respect. Bloody customers are extremely emotional, and they are produced in the process of receiving services.

When they are frustrated and unhappy, they always hope that their complaints are correct and reasonable. What they want most is sympathy, respect and attention, and apologize to them and take corresponding measures immediately. Most of our clients are retired and re-employed doctors in hospitals, and some of them have achieved good results in previous systems and fields. This group of people tend to have this kind of psychology because of "high competition and low competition")

3. Therapeutic psychology. The purpose of customer complaints is relief, including property relief and spiritual relief. When the customer's rights and interests are damaged, I hope to get timely remedy. The biggest remedial psychology of our medical examination center customers comes from the service mistakes of medical examination guests, such as waveform disorder caused by improper operation of our equipment.

Third, the principle of effectively solving complaints

1, fast principle

If the complaint occurs in the process of service provision, then time is very important to realize adequate remedy; Many companies have established a 24-hour response policy when complaints occur after the service is completed. Even though it may take longer to solve the problem completely, it is still very important to respond to customer complaints quickly. Customers always care about their own problems. The faster complaints are reflected, the more helpful it is to narrow down the scope and solve the problem. When we are sure that we can't solve the problem quickly, we must deal with it quickly.

Admit your mistakes, but don't make too many excuses.

Too many excuses may explain what the company wants to hide, or it is unwilling to disclose the whole situation completely. There is a saying between lovers in life that "explanation is a cover-up, and cover-up is a fact", which fully illustrates the weakness of excuses. Smart men don't reason with sensible women because there is no reason to talk about it. Similarly, rational customer service should not make too many excuses with customers. Too many excuses will only amplify the "pain" of low customer complaints.

3. Show that you understand the problem from the perspective of each customer.

Seeing a problem through customers' eyes is the only way to know what they think the problem is and what they are not satisfied with. Recipients should avoid using their own explanations to easily draw the conclusion that flood water conservancy is not conducive to blocking control.

4. Don't argue with customers.

Our purpose should be to collect factual information to reach a mutually acceptable solution to the problem, not to win the debate or prove that the customer is a fool. Arguments will hinder and interrupt listening to customers' views, and will not calm customers' anger, but will be counterproductive.

5. Identify with customers' feelings

Admit the customer's feelings in a tacit or explicit way ("I can understand why you are so unhappy"). This kind of action helps to establish a harmonious relationship and is the first step to rebuild the damaged relationship.

6. Give customers the right to question

Not all customers are honest, and not all complaints are proved to be correct. However, until clear negative evidence appears, the customer should be regarded as having sufficient reasons to complain. If a large amount of money (such as claims or legal proceedings) is involved, it is necessary to ensure a serious investigation; If it comes to

If the amount is small, it may not be worth arguing about refund or other compensation-but it is still a good idea to check the records to see if the customer has a history of suspicious complaints.

7. Explain the steps required to solve the problem.

When the complaint can't be solved on the spot, tell the customer how the company plans to take action, which can show that the company is taking corrective measures and set the customer's expectations for the schedule (so don't over-commit).

8. Let customers know the progress.

No one likes to be abandoned in the dark. Uncertainty leads to anxiety and tension. If customers know the current situation and receive regular progress reports, they will be more likely to accept the delay in processing.

9. Consider compensation

When customers don't get their service results, or encounter serious inconvenience, or suffer time and money losses due to service mistakes, the correct way is to pay or provide them with similar services. This method may also help reduce the risk of legal proceedings by angry consumers. Service guarantee usually determines the compensation method in advance. In many cases, what customers want most is an apology and a promise to avoid similar mistakes.

10, persistently regain the friendliness of customers.

When customers are dissatisfied, the biggest challenge facing the company is to restore their confidence and maintain this relationship for the future, which may require perseverance and tracking, not only to calm customers' anger, but also to convince them that the company is taking action to avoid the recurrence of problems. Excellent remedial work helps to build customer loyalty and promote customers to recommend the company's services to others.

Four, the basic quality requirements of connectors

1, moral quality-honest, rigorous and conscientious work attitude and honest, fair and decent moral quality;

2. Cultural quality-extensive knowledge and basic knowledge of interpersonal communication;

3. Psychological quality-extensive interests; Cheerful and kind; Self-confidence and open attitude; Open and tolerant;

4. Physical quality-body shape, appearance, appearance, demeanor and other qualities; Energetic, clear-headed, quick in attention and thinking, and good in memory;

5. Business quality-general technical business knowledge of our products and proficient business process knowledge of customer complaint handling.

Five, the principle of active service

1. End the service with an upward trend.

The end of the service project will be deeply remembered by customers for a long time, so it is much more important than any other link. Small contact has a disproportionate effect on customers' memory.

2. Eliminate negative effects as soon as possible.

In a series of events with positive and negative results, people are often willing to accept the negative results first, so as to avoid excessive worry and have better psychological endurance; They hope to get a positive answer in the end, which makes them feel much happier. Unhappy memories need to be weakened at the end of the service process.

3. Divide happiness and bind pain.

People's reactions to his gains and losses are asymmetric.

4. Commitment selectivity

When people believe that they can control a process, they are often in a much better mood, especially when they feel uncomfortable.

Put yourself in the customer's shoes, feel their feelings and imagine every minute they spend with you and your service project. Which process should they go through longer? Which paragraph should be shortened? Which part of the process is the most effective to distract customers? When should customers be given the freedom of choice? What procedures and etiquette can't be ignored and destroyed? What was the last service scenario that the customer took away? How do you strengthen the positive effect and benign outcome of service?

Six decompression methods in telephone communication

1, concise.

The customer is angry and not paying attention. If you are vague, it will aggravate the opposition between customers and you. Therefore, telephone operators should keep their words clear when dealing with angry customers.

2. Try to let the other person finish.

No matter what the customer's fault is, there is no reason for the telephone operator to speak louder and faster and respond to the customer with uncommon words. The correct way is to let the other person finish as much as possible.

3. Appropriate control.

We should properly control those customers who are endless, talkative and angry. You can say something positive when the other person takes a breath, such as "We are really touched by your concern for our company" or "Your time must be precious, I think …". In addition, you can also find opportunities to raise some light topics to ease each other's anger.

4. Let customers know that you value it.

When listening to customers, you should be active, serious and constantly show your concern to customers. However, it's best not to use words like "good, good, good …" and "right, right, right …" in order to avoid letting angry customers connect and say "good what" or "wrong". The correct expression can be "I know."

Tao ","I understand "or" I understand ".

Don't ask customers to apologize or admit their mistakes.

Don't ask the customer to apologize or admit his mistake, even if he is rude. Because this will not help you control the dialogue process and solve the problem, but will cause more trouble.

6. Solve practical problems for customers.

Under the principle of not violating the company's regulations, solve practical problems for customers according to the company's business process norms, and constantly express to customers "I understand your feelings" and "I will try my best to solve this problem for you" in the process.

Seven, be the master of emotions

People who are good at controlling and managing their emotions can eliminate their negative effects and maximize their positive effects. This ability is necessary for anyone. We are not limited to customer service staff. People who are good at managing emotions will be more popular in the workplace and more likely to succeed in their careers.

There are six ways:

1, anger control. When you encounter angry things, first think about whether it is meaningful to be angry, then think about the consequences after being angry, and then think about whether there are other ways to replace being angry. With this idea, you can become calm and emotionally stable.

2. It's my pleasure. There are three specific ways to increase positive emotions: one is to make more friends and have fun in group communication; Second, set more small goals, which are easy to achieve and can bring pleasant satisfaction every time; Third, learning dialectical thinking can make people calmly deal with setbacks and failures.

3. Help others. Doing more good deeds can not only bring happiness to others, but also make yourself feel at ease, calm and have a better sense of security.

4. vent. When you encounter unpleasant things, you can vent your unpleasant feelings by doing sports, reading novels, listening to music, watching movies and chatting with friends, or you can cry. I usually choose running, which is very useful, or a two-hour mountain bike.

5. transfer. When one demand is blocked or frustrated, it can be made up by meeting another demand. You can also divert your emotions by distracting yourself and changing the environment. (supermarket shopping)

Step 6 relax. When you are in a bad mood, you can relax your whole body step by step and from top to bottom, or you can relax yourself through self-hypnosis and self-massage. Then smile and imagine the happy situation you have experienced, so as to eliminate bad emotions.