Customer Complaint Management and Handling Skills

Author: Liu Yaokun / Qian Wei / Zhang Zhenhao (editors)
Publisher:
Publish Date: 2005-03-01
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In the past, when customers made complaints, people often thought of them as "trouble, picky, or intentionally causing trouble." Businesses also frequently feared or avoided complaints, failing to recognize the immense value hidden in customer complaints. However, with increasingly fierce market competition and the full emergence of a buyer's market, the knowledge and professionalism of competitive strategies and awareness have become the eternal theme of providing high-quality, high-tech products and excellent services. The success of a business depends on whether it can satisfy customers, and to seek sustainable development, businesses need to adapt to the new competitive rules established under the "customer satisfaction-centered" approach.
Customer complaint management is a component of a business's product and service management system. It is a vital tool for quickly and satisfactorily resolving complaints, winning customer satisfaction and loyalty, and is also a key competitive advantage for businesses today.
Starting from the theory and methods of management innovation, this book focuses on systematically explaining the various elements of customer complaints using systematic management methods. Based on modern customer service and complaint management theory, it provides an in-depth analysis of the concepts and value of modern customer complaint management, introduces current international trends and developments in customer complaint management, proposes pathways and ideal models for businesses to establish customer complaint management systems, and summarizes six highly practical and easy-to-master methods and six communication techniques for effectively handling customer complaints through successful and failed case studies in industries such as manufacturing, communications, aviation, and finance.
This book provides systematic content and practical methods for individuals and businesses eager to improve their customer complaint management levels and handling skills. The book is divided into five chapters.
Chapter 1 begins with the voices of customers, citing statistics from consumer associations and examples of successful and failed business customer complaint management to illustrate the value of customer complaints. It guides readers to abandon traditional notions of customer complaints and recognize their value.
Chapter 2 is based on customer satisfaction theory. It analyzes the mindset of complaining customers and the relationship between customer satisfaction and customer complaints, revealing the causes of complaints. Using systems thinking, it deeply examines the four major reasons why traditional complaint handling fails.
Chapter 3 applies systematic management thinking to analyze the ideal customer complaint management system, introduces internationally new and widely used advanced complaint management system standards and guidelines, and proposes methods and steps for organizations to establish and implement complaint management systems.
Chapter 4 elaborates on the customer service mindset, awareness, and comprehensive qualities that a complaint service staff should possess. It explains how to understand and accurately grasp customer needs from the customer's perspective and how to use techniques such as observation, listening, speaking, and action to resolve customer complaints, turning complaining customers into satisfied ones and fostering their loyalty to the business.
Chapter 5 introduces six steps for successfully handling customer complaints, combining common issues in complaints with case studies and practical exercises to present six methods and six techniques for successful complaint resolution. It analyzes the psychological characteristics of six difficult-to-handle customer complaints and proposes corresponding strategies.
Finally, the book provides a detailed analysis of corporate strategies and countermeasures for handling complaint crises through famous crisis case studies.
This book enhances and enriches the theory and practical methods of customer complaint management, systematically elaborating and summarizing the theory and handling techniques of customer complaint management. It is currently the most comprehensive and practical book in China introducing the theory and methods of customer complaint management. Readers can absorb modern customer complaint management concepts through this book, recognize the importance of establishing and implementing complaint management systems, and apply skilled complaint handling methods and techniques to corporate management and work practices. This will help businesses improve customer satisfaction and loyalty, enhance their core competitiveness, and gain a competitive advantage in the increasingly fierce global market environment.