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Complaint - Coggle Diagram
Complaint
Are there any disadvantages to set up customer service?
First, running a professional customer service team (đội ngũ chăm sóc khách hàng chuyên nghiệp) requires a lot of money and manpower (chi phí và nhân lực), especially for training staff to handle (xử lý) complaints effectively
Small businesses might find it too expensive
Another drawback is that not all complaints are genuine (chân thật)
Some people complain just to get compensation (tiền bồi thường), and this can waste the company’s resources.
What products or services do people in your country like to complain about?
Public transport services
People often mention the poor attitude (thái độ không tốt) of ticket inspectors (nhân viên soát vé), or the fact that buses are dusty (bụi bặm) and not cleaned regularly
This not only makes passengers uncomfortable but also creates a bad image of the city’s infrastructure.
Would you buy things in the shops which you have complained about before?
To be honest, never.
I’m quite an easy-going person (người dễ tính), and I rarely feel dissatisfied (không hài lòng) with what I buy.
So if a product or a store is bad enough for me to actually make a complaint (khiếu nại), it means the service was terrible
Which one is better when making a complaint, by talking or writing?
I’d say it depends on the situation (tùy vào tình huống)
If I buy something offline, like at a local shop or restaurant, then speaking directly (trực tiếp) is more effective because I can get an immediate response (phản hồi ngay lập tức) and maybe solve the problem on the spot (ngay tại chỗ).
But if I shop on e-commerce platforms (sàn thương mại điện tử), I usually write my complaint, either by leaving a review (đánh giá) or contacting customer service online (dịch vụ khách hàng trực tuyến)
Do you think customers’ complaints will improve products or services?
Yes, I really believe so
Complaints give businesses valuable feedback (phản hồi có giá trị) about what they need to fix
For example, I’ve seen many restaurants in my city improve their hygiene (vệ sinh) and customer service after receiving negative reviews on social media, that makes them more popular