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《变诉为金Ⅱ》作者:孙凯民出版社:中国纺织出版社出版时间:2014年12月投诉的客户对于客服人员来说,既是上帝,也可能是恶魔。面对投诉,客服人员站在客户和企业的利益中间,难以抉择。孙凯民编著的《变诉为金2:客户投诉管理与处理艺术》在《变诉为金Ⅰ》的基础上,进一步阐述企业上层管理者与一线客服人员在客户服务与投诉工作中应该秉持的投诉管理思想与投诉处理艺术,本书的主要阅读对象除了企业的一线客服人员之外,还包括企业各层级的客服管理人员。
“Change complained of gold Ⅱ” Author: INNER Press: China Textile Press Publication date: December 2014 customer complaints for customer service staff is both God and the devil may be. In the face of complaints, customer service staff standing in the middle of the interests of customers and businesses, it is difficult to choose. On the basis of “turning a lawsuit into a gold I” based on “Changing the Law to Gold 2: The Complaint Management and Processing Art” edited by Sun Kai Min, further elaborates on the complaints that should be upheld by the top management and first-line customer service staff in customer service and complaint work Management thinking and complaint handling art, the book’s main reading objects in addition to the front-line customer service staff, but also the company’s customer service management at all levels.