Design Of Customer Complaint Handling System For Nanping Branch Of Fujian Mobile Co.

Loyal and valuable customers are the assets of modern enterprises. They are always the very things enterprises compete for. However, to make the customers 100% satisfy is absolutely not possible, whatever industry it is. Therefore, how to make your customers in a high satisfaction, and let fewer customers turn to be your competitors'customer? This is the problem every company is questing for, and it is the goal they are trying to reach. Many enterprises put emphasis on improving the satisfaction of their customers, but when they weigh the satisfaction, they take the ratio of complaint as an important index. In the view of some of the enterprises, the fewer customers to complain, the more satisfied they are to the product or service. In fact, it is wrongly understood. When customers are dissatisfied during the process of consuming the product or in service, they may react differently. Whether they complain to the enterprise is affected by many factors, such as the degree they are dissatisfied, the importance of the product or service to them, the personality of the customers, the expected cost and benefits, the attitude to the complaint of the enterprises, etc. If an enterprise is just in pursuit of reducing the ratio of complaint, neither could they improve the customers'satisfaction, nor could they make them more loyal. And what's worse, it may block the channel of complaint and lose loyal customers.The complaint is propitious to gather advices, to understand the demand, improve the flow of work and to develop new product or provide better service for the enterprises. However, according to the investigation by TARP (Technical Assistance Research Program) : Among the dissatisfied customers in all industries, only less than 10% may complain, most of them leave quietly and choose another enterprise that provides products or service of the same kind.Therefore, complaints from customers are intangible treasure for an enterprise. How to dispose the complaints appropriately, hold these guests and...