如何处理投诉（How to deal plaints）.doc

如何处理投诉(How to deal plaints)
How to deal
After-sale service
One: after-sales personnel should have the conditions
After sales service is a highly integrated skills requirements of the work, by the after-sales service personnel requirements are also very high, must have the following conditions:
1, in line with at least five years working experience, the best is engaged in technical work or sales work has several years of experience, know the market situation, understand the needs of customers, but also understand some business operation and service channels.
2, more personal plishment, have a high level of knowledge, such as bachelor degree or above, familiar with the product knowledge, and have the use of sales of machinery, equipment, equipment knowledge.
3, munication skills, good presentation skill, polite people, know where and when facing the circumstances suitable for expression in what language, know how to deal with the relationship, or processing experience, has certain personality power, a good first impression to the customer trust.
4, flexible mind, on-site adaptability, good to the scene to solve the problem immediately using the site conditions.
5, appearance and elegant, decent behavior, a corporate image ambassador and spokesperson demeanor, does not have to be handsome, beautiful, but at least to the audience, not played a crooked nose twisted mouth oblique clothing, at his beard, detrimental to the corporate image.
6, work attitude is good, enthusiastic, proactive, timely service for customers, regardless of personal gains and losses, dedication.
Two. Procedures for handling plaints plaints:
1, establish the plaint form (plaint registration form) and other forms.
Receiving plaints plaints information recorded on the table, such pany name, address, telephone number, and causes; and timely transfer to the customer service staff will form the hands of people who want to record the signature confirmation, such as office clerk,