To build customer complaints end-to-end closed-loop control system
In response to the current competition and development trend of the industry,based on the improvement of the require-ments of the complaint management work.To analyze the changes in customer demand at this stage and provide high-quality services,it is necessary to identify and solve problems before customers.The study of the current customer complaint management in the com-plaint warning is not in place,the service risk can not be effectively predicted,the traceability management is not in place,the com-plaint handling quality indicators are independent of each other and not a system,etc.,and put forward from the insight,prediction,opera-tion,traceability of the four aspects of the improvement of the level of complaint management,to create a closed-loop management system of complaints from end to end.The results show that the value of complaints can be improved through the whole process of closed-loop management,focusing on the resolution of difficult issues,and the construction of a complaint effectiveness evaluation system.
国家科技期刊平台
NSTL
万方数据
维普
