How to improve the satisfaction of cable broadband complaint handling return visit?

Therefore, we should pay more attention to online complaints, pay attention to the valuable opinions put forward by each customer, and patiently help customers deal with them. Through discussion, the team members summarized the following aspects: 1. Establish a customer opinion form, collect information reflected by customers 1, and record customer complaints or complaints received on the form. 2. After receiving the information, the online complaint handler will communicate face-to-face by phone or at the customer's location to learn more about the complaint or the content of the complaint. 3. Analyze this information, explain and explain the work to customers, and stipulate communication and consultation with customers. 4. Follow up the implementation of the processing results until the customer's reply is satisfactory. Second, the way to handle customer complaints and complaints: 1, be more patient. In actual handling, we should listen to customers' complaints patiently, don't interrupt customers' narrative easily, and don't criticize customers' shortcomings. On the contrary, we should encourage customers to pour out their dissatisfaction and let them express their dissatisfaction as much as possible. After patiently listening to customers' complaints and complaints, when you are satisfied with their venting, you can naturally listen to the explanations and apologies of the service personnel. 2. Have a better attitude. If a customer complains or complains, it means that the customer is not satisfied with the network signal or service. Psychologically, they will feel that the company has wronged him. Therefore, if the attitude is unfriendly in the process of handling, it will make their psychological feelings and emotions very poor and worsen their relationship with customers. On the other hand, if the online complaint handlers are sincere, polite and enthusiastic, it will reduce the reconciliation of customers. As the saying goes: "Angry people don't smile", a modest and friendly attitude will prompt customers to calm down and rationally negotiate with online complaint handlers to solve problems. 3. Take prompt action to deal with complaints and complaints. First, it can make customers feel respected. Second, it can show the sincerity of enterprises to solve problems. Third, complaints can be minimized. Generally, you will receive complaints or complaints from customers, that is, call to find out the specific situation, and then make a good solution. It is best to deal with it face to face. 4. Use appropriate language. Customers are dissatisfied with the company, and they may be too aggressive in their oral statements to vent their dissatisfaction. If the online complainant is tit for tat, it will inevitably worsen the relationship between the two. In the process of explaining problems, they should also pay great attention to the wording, and be reasonable, decent and generous. 5. Tracking service. Will everything be all right after the treatment? No, all the above five steps have been done, which shows that you are an excellent company. If you continue to follow customers, your company is an outstanding company. Through the summary of the above aspects, as a network complaint officer in the team, I think the customer's complaints are mainly due to the psychological role of customers. For example, if one or several phone calls cannot be made, there will definitely be a lot of dissatisfaction. At this time, we should patiently help customers to handle and explain, grasp customer psychology and help customers solve practical problems, so as to effectively control customers' repeated complaints and improve customer satisfaction.