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在市场竞争日益激烈的今天,提高客户的满意度是企业巩固客户,不断拓展市场,真正兴旺发达的关键所在。但是,由于种种原因,总是不可避免地出现客户投诉的发生。如果能有效处理客户投诉,不仅能提升客户的满意度,甚至还可以得到意想不到的效果。如何有效处理客户投诉是一个综合性的问题,也是做营销服务的人一直在致力于研究的问题。对此,笔者就基于工作过程系统化地处理客户投诉的重要性及其方法谈谈自己的看法。
In the increasingly fierce market competition today, improving customer satisfaction is the key to consolidating customers, expanding markets, and truly thriving. However, due to various reasons, it is always inevitable that customer complaints will occur. If you can effectively handle customer complaints, not only can improve customer satisfaction, and even unexpected results can be obtained. How to deal effectively with customer complaints is a comprehensive problem, but also the people who are doing marketing services have been devoted to the research problem. In this regard, the author on the basis of the process of systematic handling of the importance of customer complaints and methods to talk about their own views.