The Story

The complaint is received when RV agent called back a customer for customer satisfaction survey on February 14th. The customer mentioned that the story was happened on February 2nd in a Service Center. At the beginning, he was feed backing a problem to a female staff that the phone upgraded software automatically without asking if upgrade it now or later. At that moment, the Service Center manager interrupted and claimed what customer said is impossible, which is unacceptable for customer. The customer thought that the manager was playing the prestige in front of the staff. If the manager’s attitude is like this, the attitude of other employees will not be good. The customer was just asking questions, not requesting for refund or compensation. The manager's attitude is unacceptable. Customer said that no matter how good the product is, if the service is 0, he will not repurchase or recommend our products to friends.
 The customer also mentioned that he had replaced the protective film for the second time on the first floor and the agent was very friendly, but the film just got broken a few days later. Customer was doubting the quality of our product, hope that we could improve it.
 Meanwhile, the customer called Customer Care several times to give suggestions: Hope your company can add some functions and operation steps on official website for customer to know more about their phone. Currently, customer can only call Customer Care or go to Service Center to obtain information.
 

Handling Process

According to order record: Complaint handling specialist called back this customer on February 15th to explain the software upgrading mechanism. Customer didn’t accept the explanation and hang up the phone. (By checking voice record, we only found the record of maintenance engineer, the conversation lasted 13 minutes. Customer attitude was not very bad and just stating the story)
 

Customer Request

 1.  Dissatisfied with the SC manager's attitude

The problem with SC staff: no patience, lack of knowledge skill.
The correct response: Listen to the customer patiently and confirm the scenario. Explain to customer if the upgrade file was downloaded and [Auto-update Overnight] is enabled, then the phone system will be upgraded automatically overnight. Help customer check if the [Auto-upgrade Overnight] option is enabled or not. Confirm if there is any confusion after system upgrading, if yes, help customer troubleshooting. (By checking record, the customer mentioned that the phone was upgrading software at midnight.)
 
Improvement
a. Service optimization: Listen patiently, do not interrupt or question customer, try to understand customer, cultivate user thinking. Need SC management team for assistance.
b. Knowledge improvement: Need technical team's assistance to train maintenance engineer with product function usage.
 

2. Dissatisfied with quality of protective film

Agent response: RV agent indicated that he will record, but no follow-up.
Correct response: RV agent should show apology and promise customer to replace the protective film for free. If customer is unwilling to go to Service Center again, we can promise to give small gift to appease.

Complaint handling flow optimization: Appropriate authority should be given to RV agents, so they can give compensation timely to customer for such complaint case.
 

3. Customer suggestion about self-service

 Agent response: Agent indicated that he will record, but no follow-up.
Correct response: Agent should record customer suggestion and feedback to HQ CC team.