The Relationship’s Research Of Handling Of Customer Complaint And Customer Satisfaction In SFS Company

With the buyer’s market more matures, customer is beginning to enjoy unprecedented frenetic entertainment, and they have the power of choosing and comparing products freely. At the same time, they become more rational when they face to the enterprises. Therefore, customer does not have reason to always keep faithfulness to the products or services provided by the special enterprise. Some enterprises invest a lot of money to retain these old customers and develop new customers. Therefore, who hold many loving customer and increase customer’s loyalty, which will get success in the competitive market. And get loyal customers, is to make them satisfactory, which is known for their truth. But it is impossible to make all customers’satisfaction. There are always various reasons to cause customer dissatisfaction. According to the theory of exit and voice provided by Hirschman. Customer expresses their dissatisfaction through two actions, one is exit, and the other is compliant. The mean of exit is stop to buy products from the enterpriser, but the mean of complaint is one express of venting of customer. From the essence of these two actions to see the "Exit" is a kind of getting rid of from the nasty things, but "Voice" is an effort of customer, hoping to enable enterprises to change the mode of operation and the quality of products and service, thereby get satisfaction again from them. So the enterprisers should be firmly griping this second opportunity to win the satisfaction of customer again. So it is import for all enterprisers to pay more attention to handle customer complaint to win the reliance of customer.Many of this study in foreign countries, but domestic research is relatively small, and most of the service industry research. Therefore, based on the previous studies and through the theoretical literature summary, at the same times according to SFS complaint the status of handling customer complaints to make the assumption of this paper, that is, customer complaint handling determines the level of customer satisfaction. And the questionnaire was used to investigate the customers of SFS to collect some data to demonstrate. The correlation analysis method was used to discuss handling customer complaints and customer satisfaction relationship. Through empirical research on the one hand can get a lot of first-hand information, to master the current companies deal with the level of customer complaints, on the other hand to identify the customer complaints, the treatment effect on customer satisfaction in different ways. This is when companies deal with customer complaints has important theoretical and practical significance.