商务沟通技巧outcome2.doc

1.0 Introduction This report concerns the recently observed customer complaints of the consumer services. The main aims of the report are to gather information about customer complaints on the companys correspondence telephone conversation or recorded message and plan a training course to the service representatives. The report writing task has covered analyzing the complaints, identifying the problem and suggesting some possible solutions. It is hoped that the solutions will be helpful to service representatives to join the training course on dealing effectively with customer complaints. The findings of this report are followed by conclusions and reformations. 2.0 Procedures To gather the required information to produce this report extensive: a) A numbers of books on communication were consulted. b) Information was gathered from an interview with staff representatives from both senior and junior levels. c) Using the Internet and various search engines to access customer complaint websites and news websites. 3.0 Present solution 3.1 Problems These customer complaints were gathered by the correspondence between consumer and company. The problem was existed in helpline service, credit service and sales service. According to the feedback of helpline service, consumer obtained unavailable service which could not get the service when they got through to the helpline, asking staffs to call back as soon as possible. There was no help for the customer owing to the service representatives quickly transferred difficult customers afraid of trying to work with them. About credit service, the company was asked to compensate its client because that the wrong adjustment to the account led to missing an urgent call. It was also a problem that a wrong charge on the bill. The customer wanted to correct the bill and an accurate statement should be sent to the customer. The bad quantity of service made the consumer disappointed about our service, worse luck, the service would