Calm is the most basic requirement for handling complaints reasonably. Serving customers will inevitably lead to customer dissatisfaction. In case of complaint, the financial planner should not panic, because you represent the bank. In a state of panic, it is easy to cause things to expand. If you have a bad attitude when handling complaints, show disdain, or have a dispute with customers because of your bad attitude, it will further make customers dissatisfied and turn the problem of not being right for people into being right for people, which is very unfavorable to bank employees. In addition, in the case of panic, it is very likely to say the wrong thing or make the wrong promise, or make excuses at will, which may lead to more difficult problems in the future.

In addition, while keeping calm, you can observe whether the customer is accompanied by a group of people or the customer is alone. Pay special attention to whether the customer has a recording device such as a recording pen to avoid saying the wrong thing as a handle. According to empirical analysis, general financial complaints are mainly concentrated in two categories: products and services.

The main complaints about products are that the product income is not paid in time, the income does not meet the expected standard, and the client suffers losses, among which the client suffers the most serious losses because it has caused actual losses to customers. At this time, customers' emotions are generally fierce, and banks are more difficult to deal with, which is easy to evolve into the suspicion of misleading sales. Finally, the customer directly complained that the bank misled the sales.

Complaints about services mainly include failure to deliver product notice in time, failure to make an appointment for customers to buy wealth management products because they are full, and poor service attitude. Because they are only dissatisfied with the service details and attitude without actual economic losses, they are usually relatively easy to handle.

Therefore, financial planners can only take corresponding measures to solve the complaint problem if they find out the customer's complaint points.

As bank staff, financial planners should handle complaints in accordance with relevant bank procedures. Every bank has a similar process. Simple complaints are appeased by employees themselves, while complex complaints usually need to be solved by relevant leaders.

Legal basis: The Minutes of the Civil and Commercial Trial Work Conference of the National Court stipulates that the issuer, seller and provider of financial services, when introducing and selling high-risk financial products such as bank wealth management products, insurance investment products and trust wealth management products to customers or providing services for high-risk investment activities, must know their customers and products and sell or provide appropriate products and services to appropriate financial consumers.