|
Your customers are the most important factor for generating revenue. Think about it. Without customers to pay for your products and services, you have no revenue, which means no profit. Plain and simple. Without customers, your business can’t exist. Make sure you know and understand what your customers want. Understanding customer demand is essential to meeting it. You’ll also have a better chance of working out what went wrong. You can then go about fixing the problem accordingly, ensuring it doesn’t happen again. Today, we look at Six Sigma and customer complaints. Learn how to measure their image of your company with this KPI. 对于收益的产生而言，顾客是最为重要的因素。请想一想！假如没有客户肯为你的产品或者服务买单，那么，你就不会有收益，也就是说你不会盈利。道理非常简单吧？没有顾客，你的企业就无法存活。请确保知道并理解客户想要的是什么。理解客户的需求，是满足客户需求的基础！你也有更好的机会去发现哪里出现了问题，然后，你可以相应地解决问题，并确保问题不再发生。今天，我们来看看六西格玛和客户投诉。了解如何用这个关键绩效指标，来衡量公司的形象。 When measuring customer complaints (and, thus, their view of your company), it’s important to conduct your analysis from all angles. You can start by investigating the average reasons behind your complaints. What are they? Where do you think they come from? Next, look at complaint trends by the day of the week and time of day. This will tell you about the sort of customers making the complaints, and how the problem affects them. 衡量客户投诉（顾客对你所在公司的看法）时，要从各个角度去进行分析，这一点非常重要。你可以从调查客户投诉背后的典型的原因开始。什么是典型原因？你认为这些原因来源于哪里？接下来，请每周按天及每天按时间段来观察客户投诉的趋势。这将告诉你关于顾客投诉的类型，以及问题是如何影响他们的。 Are they working professionals? Homemakers? If you produce and sell a television to a busy corporate executive, for example, they’re more likely to encounter a problem and complain about it after work. Usually after 5 pm. On the other hand, a homemaker may be more likely to encounter a problem throughout the day. While they may both be different, they will share a similar view of your company if you can’t provide top-notch goods. 他们是专业人员？还是家庭主妇？例如，假如你生产了一台电视机，并将它销售给了一个相当忙碌的公司高管，他们很可能会遇到问题，并在下班之后进行投诉。通常下午5点之后。另一方面，一个家庭主妇更可能是一整天遇到的一个问题。尽管他们可能不一样，但如果不能提供一流的产品，那么，客户也会对你的公司有相似的看法。 Scrutinizing these ideas will also help you answer the key question, what is the source of the problem? Remember, it’s the root cause of the complaint that you need to locate. Using Six Sigma, you can identify the defect that acted as the catalyst for the complaint. You can then use a Pareto chart and root cause analysis with that data to find the most impactful root cause. Once you’ve confirmed the source of the problem, you can then eliminate or minimize the problem. DMAIC will allow you to define, measure, analyze, improve and control the problem. This prevents it from recurring in the future, safeguarding future customer experience. 审视这些想法，也会帮助你回答关键的问题，问题的来源是什么？请记住，你需要探明投诉的根本原因。运用六西格玛，可以识别出引发投诉的导火索-缺陷。然后，你可以用帕累托及根本原因对数据进行分析，找到影响最大的根本原因。一旦确定问题的来源，就可以将问题消除，或者最小化。DMAIC会允许你去定义、测量、分析、改进和控制问题。这样可以防止问题在将来再次出现，从而保护未来客户的体验。  Handling Your Complaints 处理投诉 You should treat every complaint as an opportunity for learning. Complaints are a useful measure of how your business is doing and what it could be doing better. Moreover, the better your complaints handling policy, the better your customer relations. Strong customer relations are the key to a successful company. But to achieve this, you need to follow a few procedures. Firstly, ensure you take care of all complaints promptly. This helps to build loyalty and repair the customer’s perception of you. 应该把投诉作为用以学习的机会！投诉，是一种对企业运营的状况及有待提高方面的很有帮助的措施。此外，投诉处理政策越完善，与客户之间的关系就越好。良好的客户关系，是成功公司的关键。想要做到这一点，你需要遵循一些步骤。首先，确保你及时处理所有的投诉。这有助于建立客户的忠诚度，并修复客户对你的看法。 We’ve all been there, left on hold for minutes at a time, passed from person to person, with no sign of the advisor solving your problem. It’s enough to make anyone hang up, and bad experiences can permanently damage customer relations. Avoid this by reassuring your customers with a realistic resolution time frame. Broken promises frustrate customers and paint a negative picture of your company. You should be able to gauge how they feel just from speaking to them. It’s your job to use this understanding to your advantage. As Johnny Mercer says: Accentuate the positive. Eliminate the negative. 我们都曾经历过投诉，每次都停留几分钟，从一个人转到另一个人，却没有迹象表明顾问解决了你提出的问题。这足以使任何人挂断电话，而糟糕的客户体验会永久损害与客户之间关系。用一个现实的解决方案期限，来消除客户的疑虑来避免这种情况出现。失信，会让客户很沮丧，并给公司带来负面的不良影响。你应该能够通过与客户之间的交谈来评估他们的感受。利用这一认识来增加你的优势，这是你的工作！正如约翰尼-莫斯所说：要突出积极的一面，并消除消极的一面。  |
|
|
