2023 Special Topic :Formulate a complaint “two lines” to fully protect the rights and interests of plywood and MDF customers.
“Plywood and MDF customer complaints can reflect the deficiencies of plywood and MDF suppliers and quality inspection teams. In order to improve the customer satisfaction of plywood and MDF, I think this is the significance of my work.”
During the Spring Festival, GRACE DU, the complaint management team leader of the customer experience management department of the plywood and MDF quality inspection teams in Vietnam, Linyi, Xuzhou and Guangxi, said.
GRACE DU took part in the work in 2012, and now is mainly responsible for customer complaint management, and also serves as the complaint management team leader. In the daily complaint management, she has always adhered to the service concept of “root cause” and handled every complaint with the development concept of “customer-centered”. “Our department plays a role similar to that of a referee. We need to find problems in time and urge them to rectify them, so complaint handling is not a simple process of collecting and filing.”
In charge of complaint management, GRACE DU groped out “two lines” of complaints, one is the complaint management line, which reduces the number of complaints from plywood and MDF customers from the source; The other is the complaint handling line, which can improve the timeliness of problem handling, customer satisfaction of plywood and MDF and the one-time problem solving rate from the root. For three consecutive years, the performance evaluation was A, and GRACE DU was rated as a long-term contributor by plywood and MDF suppliers and quality inspection team.
Define “complaint management line” and strengthen service awareness
It is the key to tighten the “complaint management line”, strengthen the service bottom line, strengthen the system implementation, and effectively protect the rights and interests of plywood and MDF customers, so as to improve the service image of plywood and MDF suppliers and quality inspection teams from the source, and reduce the number of plywood and MDF customer complaints.
In order to strengthen the complaint management line, the complaint management team has deeply implemented various service mechanisms and improved the service efficiency. “We have established a bottom line control mechanism for plywood and MDF customer perception and set standards for service quality.” GRACE DU said that when accepting complaints from plywood and MDF customers, once it is found that the quality control personnel have violated the rights and interests of plywood and MDF customers and suppliers and touched the bottom line of plywood and MDF customer quality, it is necessary to strictly control and assess the corresponding personnel, so as to control the entire service quality.
“Complaint handling line” is not relaxed to ensure that the problem is solved at one time
GRACE DU said that plywood and MDF suppliers and the quality inspection team attached great importance to the handling of plywood and MDF customer complaints. In combination with the assessment criteria for complaint handling, the department manager always takes the delisting management of the focus issues as the focus of complaint handling work, excavates and analyzes the causes of the focus issues, finds out the problems in the work, and then root out the problems, and improves the customer satisfaction of plywood and MDF.
To this end, the complaint management team has established a problem solving meeting mechanism led by plywood and MDF suppliers and senior leaders of the quality inspection team, which is held once a month. The complaint management team screened representative customer complaints from plywood and MDF in advance and broadcast them at the meeting. Each department analyzed the cause of the complaint, dug into the problem, compacted the responsibility, and divided the responsible departments to rectify the problem. It not only improves the efficiency of complaint handling, but also opens up the problem solving line within the plywood and MDF suppliers and the quality inspection team, and truly turns the complaint into a “catalyst” to promote the development of our quality inspection team.
Take action to test the “two lines” and solve the key and difficult problems one by one
Since 2019, the Plywood and MDF Customer Experience Management Department has led the “Sunshine Action” to protect the rights and interests of Plywood and MDF customers globally. It aims to severely crack down on behaviors that infringe on the interests of plywood and MDF customers and suppliers, such as privately lowering quality requirements and quality inspection standards, non-standard quality control methods, and non-standard on-site quality inspection, and “zero tolerance” for behaviors that infringe on the interests of plywood and MDF customers, such as maliciously raising or lowering quality requirements.
GRACE DU defines the control objectives, formulates key control items and work measures, actively mobilizes resources of all parties, and organizes relevant departments to formulate governance plans and plans. Report the number and growth of uninformed customized complaints, key areas of uninformed complaints, key businesses and details of plywood and MDF customer complaints on a weekly basis. At the same time, we should fully mobilize suppliers and customers, focus on the key and difficult work of plywood and MDF customer rights protection, and overcome difficulties to ensure that the goal of “governance of customized problems without knowledge” is achieved. “Sunshine Action” has maintained the single-digit complaint list for two consecutive years.
Plywood and MDF are customer-oriented and service-oriented. By constantly tightening the “two lines” to provide high-quality service experience for plywood and MDF customers, the number of plywood and MDF customer complaints from plywood and MDF suppliers and quality inspection teams has been declining, and the satisfaction of complaint handling has increased year by year. For three consecutive years, our quality inspection team’s complaint handling satisfaction has reached more than 90 points.
Due to the particularity of complaint handling, GRACE DU spends many holidays in overtime. However, she has always been patient, meticulous, considerate and considerate in handling complaints, and has interpreted our responsibility, responsibility and perseverance with practical actions.
