Ten Principles of Handling Customer Complaints - 1. Actively encourage complaints.
2. Be grateful for customer input.
3. Respond promptly with sincerity.
4. Pay attention to your initial response, as it is a critical factor in handling customer complaints.
5. Always report complaints.
6. Always let the customer completely speak his/her mind. Never argue.
7. Appreciate the customer's concern.
8. Accept returns and exchanges with a smile so customers do not feel uncomfortable.
9. Do not make up excuses or try to hide mistakes.
Management Principle 1 - Respond to customer needs, and create new customers.
Management Principle 2 - Contribute to society, make it better, set it in motion by acting on good ideas.
Management Principle 3 - Maintain your autonomy, and never let any other company take control.
Management Principle 4 - Look reality straight in the eye, adapt to the times, and actively evolve.
Management Principle 5 - Let employees act on their own initiative and realize their own mistakes;
create a flexible organization that puts a priority on teamwork and respect for each individual.
Management Principle 6 - Engage the best talent around the world, establish a unique corporate
identity, develop products and a business style that will stand as #1 in the eyes of young consumers, and
become global in the truest sense of the word.
Management Principle 7 - Remember that product and stores are the essence of your business; never
forget that these are the only two points where the company comes in direct contact with its customers.
, Management Principle 8 - Do what is best for the company as a whole; make sure all employees work as
a group, and that all divisions function as one.
Management Principle 9 - Focus on speed, eagerness to succeed, dramatic improvement, and getting
things done.
Management Principle 10 - Be fair and impartial; give praise where praise is due, and censor those who
deserve to be censored; reward employees only on the basis of their merits.
Management Principle 11 - Improve management capabilities, eliminate all waste, and aim for high
efficiency and productivity--all the while remaining conscious of the bottom line.
Management Principle 12 - Thoroughly analyze specific information and other information relating to
successes and failures. Remember what you learn, and put it into practice the next time around.
Management Principle 13 - Welcome challenges. Don't try to avoid difficulties or competition.
Management Principle 14 - Be absolutely professional: stake everything on results, and win.
Management Principle 15 - Make sure all employees share a consistent long-term vision; that they
always do what's right, being attentive to the little things, the basics; that they continue moving
tirelessly in the right direction, until they have achieved their final goal.
Management Principle 16 - Be super alert, and remain focused on substance, not surface. Work to make
your stance as a company even more attractive to customers than your products.
Management Principle 17 - Always think positive, invest in the next step, have high hopes for the future,
and make things come alive.
Management Principle 18 - Make sure each individual employee, each team, and the company as a
whole all have clear goals, targets, and a sense of purpose.
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