Research And Analysis On Generalized Complaints In Guangdong Mobile Customer Service System

If the issues of customer complaints are treated and handled correctly, it can help usto further improve product design, workflow, and service quality and so on. Otherwise, ifthe customer complaints are not treated well, it will directly affect the customersatisfaction, and then influence the enterprise’s commercial and social benefit. As thebiggest service window of Guangdong Mobile, the service quality of customer servicecenter directly affects the social image and competitive power of the enterprise. At present,customer service center of Guangdong Mobile is launching a project of full-colletinggeneralized complaints which is in order to promote the various business and serviceswithin the company and the degree of customer satisfaction by collecting all theinformation of customer complaints. The accuracy of the collection of generalizedcomplaints and how to use the information for analysis are the problems which thecustomer service center is facing.Through on the spot investigation, questionnaire survey and data analyzing, thispaper focuses on the problems existing in the collection process of generalized complaintsand analyzes the effectiveness of generalized complaints handling strategies. The keypoints of this research are as follows. First, we summarize the performance of front-lineemployees towards generalized complaints norms and the current situation of generalizedcomplaints strategies and the main problems. Second, we will analyze the influence of theemployee differences on generalized complaints collection rates and the factors affectingfront-line employee collection accuracy. Therefore, we put forward several approaches toget improvement, like mixing and reunifying the work trees, improvement of the trainingways, and performance appraisal, and so on. Third, we will analyze the response ofcustomers and operators to the strategy and the cost and benefit of the BOSS instantreturns. We also appraise the availability of the strategy and put forward some steps tocontrol the negative effect of the strategy.