HANDLING SYSTEM FOR CLAIM REGARDING ARTICLE AND SERVICE

摘要

PROBLEM TO BE SOLVED: To provide a system which can automatically (objectively) find whether or not the contents of negotiations (handling state, handling contents, voice, etc.), between a person in charge of reception and a customer include an important point as a problem point irrelevantly to the number of claims so as to handle claims from customers regarding articles and services and enables a responsible person in charge of reception to grasp the problem point in its early stage. SOLUTION: This system is equipped with a claim server and claim terminals and supports the handling of claims received from customers through a communication means; and the claim terminals includes a person-in-charge terminal for claim input and a claim monitoring terminal and the claim server has a claim reception part which records information regarding the claims received from the customers in a database and records information on negotiations between a person in charge and a customer inputted through the person-in- charge terminal as to each claim in the database, and an analyzing function part which analyzes the negotiation information to extract and output an important point as a problem point to the claim monitoring terminal.