打造移动客户投诉端到端闭环管理体系

To build customer complaints end-to-end closed-loop control system

针对当前行业竞争与发展趋势,基于对投诉管理工作要求的提高。分析现阶段客户的需求变化、提供高质量服务,要先于客户发现问题、解决问题。研究了目前客户投诉管理存在投诉预警不到位,服务风险不能有效预测,溯源管理不到位,投诉处理质量指标各自独立不成体系等问题,提出了从洞察、预判、运营、溯源四个方面着手,改进投诉管理水平,打造投诉端到端闭环管理体系。结果表明通过全流程闭环管理、焦点难点化解、构建投诉效能评价体系等举措,能够提升投诉价值。

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.