Focusing on Customer Complaint Handling, Building a Solid Service Foundation
Earlysun Technology Special Training Conducted Successfully
📅 July 25 📍 Zhiyuan Conference Room 🎤 Lecturer: Liu Shukun
To further enhance the team's ability to respond to customer complaints and strengthen customer service quality, Earlysun Technology conducted a special training on "How to Handle Customer Complaints" in the Zhiyuan Conference Room at 14:30 on July 25th. Key business personnel from various departments actively participated to learn the core logic and practical skills of complaint handling.
I. Directly Addressing Industry Pain Points, Analyzing the Essence of Complaints
At the beginning of the training, Lecturer Liu Shukun analyzed the nature and root causes of customer complaints in combination with the characteristics of electronics manufacturing and the SMT industry. In the SMT field, complaints are mostly concentrated on product quality issues, such as substandard welding material performance, component packaging defects, and insufficient material adaptability, which are often closely related to production processes and material characteristics.
"Customer complaints are not 'trouble', but important signals for enterprises to optimize products and services." The core of handling complaints lies in balancing corporate interests with customer needs—adhering to principles while resolving conflicts through professional communication, ultimately achieving the dual goal of "problem resolution + customer retention."
II. Breaking Down the Handling Process, Strengthening Practical Skills
Focusing on the full process of complaint handling, Lecturer Liu Shukun explained the execution points of key links one by one:
Facing customer dissatisfaction, stabilize your own emotions first, and relieve the other party's anxiety through "listening + empathy," using phrases like "We take the problem you encountered very seriously and will do our best to solve it" to build trust.
Patiently record complaint details and clarify the core of the problem through "follow-up questions + confirmation" (e.g., "Is the welding defect you mentioned a solder bead or bridging phenomenon?") to avoid misunderstandings caused by vague information.
Provide specific and feasible solutions for different types of complaints, arrange technical docking and debugging for adaptability issues, and inform the customer of the processing progress synchronously.
Establish complaint archives, analyze root causes (e.g., poor solder paste printing, reflow parameter deviation), and coordinate with technical and production departments to optimize processes, reducing similar complaints from the source.
III. Combining Industry Characteristics, Focusing on SMT Scenarios
Considering Earlysun Technology's business focus on SMT electronic assembly materials and semiconductor packaging materials, complaint response scenarios were simulated specifically for common defects in SMT production (such as tombstoning, bridging, solder beads):
🛠️ Practical Simulation: When a Customer Reports "Solder Beads"
- Step 1: Confirm solder paste model, printing parameters, and reflow temperature profile;
- Step 2: Explain possible causes based on technical documentation (e.g., insufficient metal content in solder paste, excessive preheat rate);
- Step 3: Propose solutions such as replacing solder paste or adjusting the process.
Regarding "Poor Packaging Material Adaptability": Prioritize checking the match between the customer's packaging process and product model, and arrange for the technical team to perform on-site testing if necessary.
Promoting Growth through Service, Winning Trust through Technology
Handling customer complaints is not just "solving problems" but a process of "conveying professionalism."
By standardizing processes and deepening technical understanding, the team can not only efficiently resolve disputes but also let customers feel Earlysun Technology's service philosophy of "Customer Centricity." This training provided a unified standard for complaint handling across departments. Earlysun Technology will always base itself on technological innovation and use high-quality service as a bond to provide more reliable material solutions for electronics manufacturing enterprises.
