A Automobile Company Customer Complaint Management Mechanism Research

In recent years, motor industry complaint is becoming social focus. And what is the more, quantity & complexity of complaint tends to ascend. On the one hand, resulting in distrust of brand from customer side, on the other hand, making consumption of huge of human and financial resources from manufacturer & distributor as well as damage the brand image. Enterprise should change negative attitude into positive attitude, intensifying complaint management for customer, which is the on the basis of effective handle to prevent and lessen the happen of complaint, doing the effective analysis for complaint case. In the end, reduce objective error rate in the inner of company and offer advantageous baisis for adjusting company organization chart and policy-making.The article try to apply management knowledge as well as author practical working experience, connecting with relative literature research method, case analysis method, statistical analysis method and questionnaire method, that research for how to build up complaint & handle standardization system in motor industry, establishing complaint handling mechanism conforming to company condition and actual working so as to solve the problems of complaint-handing, meanwhile, in favor of improving customer complaint-handling efficiency for company, together with promoting customer satisfaction.The research object for the article is author company. First of all, tidy relative theory for research. Secondly, it is for analysing company condition by some typical customer complaint case from practical working, abstracting complaint-handling questions, especially focus upon complaint standard-making, complaint question-classification, complaint process-designing,complaint organizational structure-designing and complaint-handling person-positioning, reaching optimize resource allocation and completing company internal system, which bring in customer complaint-handling standardization system and put forward the whole set of improvement project of complaint-handling efficiency, including set up customer complaint-handling standard, bring in customer complaint management system frame, standardize complaint-handling process, provide complaint-handling methods for different-type cases. In order to make sure that the project will take into effect, improve service person at basic qualification. Finally, enterprise must push the five-side working, they are, set up service sense, standardize internal organization system management, establish main public maintenance mechanism, set up social supervision system management &effective system management system in order that project will take into effect, hoping that the article will offer some detailed practical guidance meaning th eoretical foundation and working method for improving complaint-handling working in motor industry. Through customer complaint converting into enterprise resources, improve company service quality, promoting brand influence and core competitiveness.