顾客投诉管理 Customer Complaint Management

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对顾客投诉的认识归根结底是企业是否把顾客的利益放在首位，企业追求的是利润最大化，但必须清醒地认识到，只有实现顾客利益的最大化才能促就企业利润的最大化。

                               
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The understanding of customer complaints ultimately depends on whether the enterprise puts the interests of customers first. The enterprise pursues profit maximization, but it must be soberly recognized that only by achieving the maximization of customer interests can the maximization of enterprise profits be promoted.

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要明白那些直接向企业投诉的顾客是企业的朋友和忠诚的用户，那些对企业“沉默”的顾客会给企业造成更大损失，因为他们最容易成为企业的竞争对手的顾客，而且还会散布对企业不利的信息。设立鼓励顾客投诉机制，督促员工积极接受并处理投诉，从而加强顾客与企业、企业与员工、员工之间的理解。

                               
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It should be understood that customers who directly complain to the enterprise are friends and loyal users of the enterprise. Those customers who are "silent" about the enterprise will cause greater losses to the enterprise because they are the most likely to become customers of the enterprise's competitors and spread information that is unfavorable to the enterprise.
Establish an incentive mechanism for customer complaints, urging employees to actively accept and handle complaints, thereby strengthening understanding between customers and the company, between the company and employees, and among employees.

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顾客投诉管理非常重要，需要持之以恒的抓，并进行不断改进。良好的服务态度只占优质服务的30%左右，其他方面占比70%左右，重要的是建立相应的投诉管理体系，通过投诉管理体系的建立，对顾客投诉进行系统的分析和策划，形成一整套的投诉管理流程和规范，确保在发生顾客投诉时必须一次性完成处理，不留后遗症

                               
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Customer complaint management is very important and requires persistent attention and continuous improvement. A good service attitude only accounts for about 30% of high-quality service, while other aspects account for about 70%. It is important to establish a corresponding complaint management system. Through the establishment of a complaint management system, customer complaints can be systematically analyzed and planned, forming a complete set of complaint management processes and norms to ensure that customer complaints must be handled in one go without leaving any sequelae

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真诚、谦和地面对顾客，使顾客情绪逐渐淡化、平静，并着力于解决客户所遇到的问题

                               
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Sincerely and humbly facing customers, gradually fading and calming their emotions, and focusing on solving the problems they encounter