Analysis on the types and causes of complaint in business enterprises

A hot complaint is also high, especially in Beijing-east, excellent, when the big names of enterprises, many of the reasons for complaints but mainly attributable to two categories: the sale of the class and After-sale class.

The main types of complaints in the sale are as follows:

1, distribution: slow speed, wrong goods, loss of goods, etc.

2, Price: "Price Oolong"

3. Order: Cancel the order at will, do not ship for a long time

The following types of complaints are mainly:

1, Merchandise: Damaged goods, wrong goods, missing accessories, less invoices or not open invoices, merchandise and description inconsistent, fake, etc.

2, Service attitude: Poor delivery staff attitude, do not go upstairs to deliver goods, arbitrarily cancel customer orders, http://www.aliyun.com/zixun/aggregation/7432.html "> Problem-solving cycle too long;"

3, return replacement: Difficult to return, do not support door-to-door pick-up, refund slow or even long-term no refund, etc.

The causes of these types of complaints can be attributed to the following categories:

One is the technical reasons, the domestic local electric business enterprise use of information system is still in the imperfect stage, part of the independent development of the purchase, such as Jingdong ERP system and WMS System, the data did not achieve accurate real-time, tracking, resulting in discrepancies, inventory data, price inaccurate;

The second is the management of the reasons, enterprises in the rapid development of continuous adjustment, the Department of Functional evolution, the lack of a clear definition of the division of labor responsibilities, even the emergence of mutual shirk responsibility, the lack of work flow, the operation is not standardized, in the treatment of customer problems with arbitrary, some personnel operating errors, such as price marking errors can not be Follow-up due to the security mechanism, resulting in a large number of customer complaints;

Third, the reasons for supporting facilities, this problem mainly concentrates on the distribution link, because the domestic third party logistics, the express industry development is not perfect, in the delivery time, the service attitude is difficult to meet the customer request, the electric business also had to rely on these enterprises, most of the electric business and Express, the logistics company cannot do the real-time data sharing, may be sent to the third party of goods in their own system can no longer see, the customer calls to consult when the answer becomes a kind of "perfunctory";

Four is the customer reason, some customers to the merchant's shopping, after the sale process is not familiar, the artificial mistake operation causes the problem to solve the delay, if does not fill in the request returns the information and so on;

Complaints of a lot of types, to resolve complaints to achieve the satisfaction of all customers is unrealistic and impossible, but this does not mean that enterprises can disregard the customer's complaints two arbitrary, to fundamentally solve the problem of difficult customer complaints, in addition to the law and regulations and other institutional aspects of speeding up the electricity industry legislation, Enterprises themselves must firmly grasp the concept of customer-oriented, experience of consumer shopping experience, from the internal enterprises to take steps to different issues, with focus on improving measures, from technology, management and other aspects of strengthening the standardization of enterprise system constraints, so as to reduce the root causes of customer complaints.