How-to-deal-with-customer-complaint

HowtodealwithcustomercomplaintAsaqualitymanageperson,heoftenmeetswithmuchcustomercomplaintsathisroutinework.Howtomakethedisposaleffecttogettwicewithhalftheeffort,thisisconcernedabouttechniqueandmethodissue.SoInowsumupsomeexperiencesandshareyouall.Ingenerallyspeaking,theadageofcustomeristheGod”isbasiclycorrect,buttheadageof“Customerisforeverright”isoftenheard.Ifyoumeetwithsuchwordswhileyouaredealingwithcustomercomplaint,youshouldthinkaboutandstudycarefullyontheissueatthattimeanddonotadmitthewrongfactssohurry.Todealwithcustomercomplaint,actuallyitisaprocessofanalysisproblem,validateproblem,solveproblem,andpreventproblem.Butsomeofqualitymanagepersondonotanalysetheproblemduringtheprocessofdealingwithcustomercomplaint,howevertheyonlyacceptcustomer'scomplaintpassively.Andlookedcustomercomplaintasagoldenrule.Itseemsthat“customerisforeverright”.Oncewereceivedcustomercomplaint,firstweshouldstudywhattheearthcustomercomplaints,descriptionoftheproblemisclear,whatisponderanceoftheproblem?Ifcustomerisgoingtorejectthegoodsorconditionallyacceptorjusthopeustoimprovethequality.Wedonotspreadanalysetheproblemuntilknewcleartheproblem,whichfactorsistheproblemsource?Customerresponsibility-incorrectassemblyoroperatemethod;unreasonablepurchasecausedthefitfailure;Additionalrequestofthecontract;Excessthepreviouslycriteria…..?Customerresponsibility---whichfactoriscausedtheprobleminvalidationbyman,machine,material,method,environment,orcheck?WhichworkingProcedureiscausedsuchaspurchase,production,inspection,packing,andtransport?Weonlybylucubrateanalysesothatwecangrasptheproblemrootandassurethecorrectiveandpreventiveactionvalidity.Onceweaffirmtheresponsibilityisduetoours,weshouldinvestigateandknowifthematerialisproducingorinstockornotassoonaspossible.Ifyes,weshoulddelivertheresulttodepartmentsupervisortosolveaccordingtotheproblemserious,iftheycannotsolvetheproblemwehavetoreportittocompanydirectorintime.Don’thidethematterfact,ifthat,Thesequelisfoolverymuch.Aboveshowsisthemostseriousmatterforthecustomercomplaint,itmeansthecomplaintproblemcausedtheproductcannotbeusedatallandbroughtmuchmoreloseforthecustomereconomyandcreditstanding.Sowemustaffirmtheproblemandtakesomeremedialactiontogettheloseminimumwhilewereceivedthecustomercomplaint.Forthecharacterofthecustomercomplaintisnotserious,wehaveenoughtimetoevaluatetheimprovementfeasibleandnecessary,method,completetimewithrelateddepartmentcooperation.Especiallythecustomercriteriaisgetmorestrictthanbeforeorhopeourcriteriaalsoistighten,wehavetoevaluatetheimprovementfeasibleandnecessaryallthemoretomakeourcompanytogetsomesupportoreconomyamendsbycontract.Butforthesinglecustomercomplaint,itisthecustomerisgoingtoimputetheresponsibilitytousorlodgesomeextraunreasonablerequest.Todealwiththiskindofcomplaint,weshouldinsistonbargainingifwearecorrect,butremindnottoaffecttherelationshipwithourcustomer.Atthesametime,itismoreimportantforustoreplythesecomplaintsinofficialreplyfortheallcomplaintsandthereplymustcleardescribethesebelowcontents:1.Affirmcustomercomplaintitemandanalysecarefullyitsrootcause.2.Confirmthecustomercomplaintitemresponsibilityandundertakethelosecost.3.Thesetakingcorrectiveandprotectiveactionshouldbedetail,reasonable,andavailability.4.Relativetechnicalorsupervisorpeopleshouldaffirmthecorrectiveandpreventactionresult.5.Needcustomertoassistantpurposeshouldbeclear.Evenifthecomplaintitemhasbeenimprovedcompletelyandrepliedcustomer,wealsoshouldactiveandtimelyknowcustomerimprovementsatisfactorydegreeforthematerial.Onlycompletethese,itisindeedforustodealwithcustomercomplaint.Preparedby:JSKoKDate:Jan,08,2002