Complaint handling process

Step 1: Receiving complaints

All customer complaints related to the use of products and services will be received by the company through the following channels: customer support/care phone number, text, email, etc.

Step 2: Complaint Analysis

• For complaints in person or by phone that have sufficient information to be resolved immediately, the customer service department will respond immediately to the customer upon request.
• For complaints with insufficient information or that cannot be resolved immediately, notify the customer and ask for information to discuss and work.
• Check the customer list and related information, coordinate with related departments to find out the cause and follow up, and work with customers to get more complaint information to coordinate with other departments to handle.

Step 3: Determine the cause of the complaint and resolve it

• The complaint handling department coordinates with other relevant departments to determine the cause of the complaint.
• Propose to superiors to come up with a solution.

Step 4: Respond and resolve customer complaints

• Live response, email, customer support channels.
• Respond in writing to the complainant about the results of the complaint settlement. In case the complaint is settled immediately when the service user comes to complain directly and reaches an agreement between the two parties, the responsible department does not need to issue a complaint receipt, but must make a record of the settlement results and keep it in the file.
• Send the relevant departments to fix the problem that caused the complaint.

Step 5: Closing the complaint

Save information, summarize, and learn from experience