以“诉”为镜 优服笃行——海证期货开展2025年度投诉处理专项培训，深入宣传期货行业文化

Core Viewpoint - In the new stage of high-quality development in the financial industry, customer complaints serve as both a "warning signal" for risks and a "guiding compass" for service improvement [1] Group 1: Training and Implementation - The company organized a special training for 2025 on complaint handling, covering all employees to integrate the "people-centered" development philosophy into the entire service process [1] - The training was based on the company's revised "Customer Complaint Management Measures," detailing the entire chain of operations from complaint acceptance to feedback and archiving [2] - The company established a principle of "smooth channels, proper handling, timely feedback, and implementation of improvements," requiring complaints to be acknowledged within 3 days and resolved within 20 trading days [1] Group 2: Case Studies and Insights - The training analyzed multiple industry case studies, highlighting risk points and compliance issues in service details, such as the sufficiency of forced liquidation notifications and trading software failures [2] - Employees recognized that professionalism stems from respecting rules, and service begins with empathy for customers, emphasizing the importance of proactive communication [2] - The company views complaint handling not merely as "firefighting," but as a process of "integrating education into service," aiming to resolve immediate issues while enhancing financial literacy among investors [2] Group 3: Cultural Commitment - This special training is part of the company's commitment to the industry culture of "compliance, integrity, professionalism, and stability" [2] - The company aims to build a service team that is knowledgeable, communicative, empathetic, and responsible, ensuring the "customer-centered" service philosophy is genuinely internalized and practiced [2]