[Complaint Case Sharing]Customer Complaint Mentality

Sometimes, we may have these questions: I helped the user fix the machine. Why is the user still not satisfied? I did exactly what the user said, why are users not satisfied? I have given the user a maximum repair discount, why are users still not satisfied?

 What do users think when they complain? User's heart undersea needle.

 Let's take a look at the psychology of the user complaints and the corresponding user characteristics and handling suggestions. I believe that this will help a lot in our daily work.

Let us analyze the following case together:
 

The Story

2018/7/8, customer bought the phone for his daughter. 2019/5/4 due to Wi-Fi lagging and power on/off button no response, customer sent the phone to service center for repair and get the phone repaired on the next day.
2019/5/8, CC agent called back the customer for RV and received complaints. The complaint is as follow (customer description): The technician didn’t check over the device and does not listen to me about the issue of the device, which is the connection is lagging on Wi-Fi besides that issue power on and off pressing. The technician informs me need to take 1 day for inspection without serving well to me. I want to know what is the reason for the issue, the technician does not provide the information what is the root causes, and also the service center does not provide any repair order invoice or receipt about the repair method. XX brand is providing much better service, I hope your HQ person in charge to call back within 7 days to apologize about the bad service that I experienced. I will report to the social media medium especially in the newspaper regarding your worst service if your HQ does not perform a call to me.
CC agent recorded customer complaint and escalated to local complaint owner.
2019/5/8, the complaint owner confirmed that the complaint description is true and called back the customer to apologize and proposed to upgrade the phone to a higher model. Customer accepted higher model, but still strongly requested an official apology letter to compensate for his psychological trauma.
2019/5/9, complaint owner called the customer again to ask customer permission to apologize in person to show sincerity. Later, the complaint owner and the technician visited customer home to apologize, customer accepted.
Case analysis

Customer complaint mentality	The reason caused complaint	Handling process analysis
Seeking Respect	1. Does not listen to me about the phone issue---- not being listened well, which makes customer feel unrespect. 2. I want to know what is the reason for the issue, the technician does not provide the information ---- no response from technician, customer feel being ignored, not respected 3. The engineer did not provide a repair order after the repair. ---- feel that you are treated unfairly and are not respected	1. Quick response: call back to the user on the day of the case escalated, and keep follow up 2. Sincerely apologize: call customer to apologize & visit customer to apologize to show sincerity and satisfy the user's respected psychology (users request official apology letter, at this time, through the clear needs expressed by users, insight into the respect behind the demand) 3. Appropriate compensation: Proactively propose upgrades to higher mod

Here are some tips:
1. We will not issue an official apology letter to customer, please try other methods to guide and convince the user. If the case causes major network grievances or other circumstances that require an apology letter, the public relations team will deal with it.
2. The service awareness of the engineer in this case needs to be improved. Listening to the user's description and responding to the user's question is the basic service consciousness. After the repair, the user should provide the repair order to the user when taking the machine.