百货公司顾客投诉异议处理要点.docVIP

百货公司顾客投诉异议处理要点 百货公司顾客投诉异议处理要点提要： 自 珠海市x百货有限公司顾客投诉异议的处理要点 编号:营顾03-001 一、处理顾客投诉异议前应有的心理准备 、克制自己,避免感情用事; 2、要有自己是公司代表的自觉; 3、看作是人生的历练; 4、顾客的抱怨是贵重情报; 5、抱怨处理,迅速为第一; 6、诚意是对待抱怨者的基本原则。 格言:合理的要求是训练,不合理的要求是磨练。 二、顾客投诉异议的原因分析 、质量问题: A.品质不良 B.商品标认不全 c.制造上的瑕庇 D.污损、破洞 2、服务质量: A.应对不得体 B.专业知识不足 c.金钱上的疏忽 D.礼品包装不当 E.不遵守约定 F.运送不当 3、其他方面: 如对新产品的不适应等更多方面。 三、投诉者的心态 、发泄心理,多属于服务质量的问题,较容易解决; 2、求得尊重的心理,多因营业员应对不得体引致顾客反感而产生; 3、求补偿心理。 A.不合理的投诉 B.多要求型投诉 四、顾客投诉的方式 、在卖场当场发生,如服务质量问题; 2、顾客购买后再次来店提出投诉; 3、电话咨询提出投诉; 4、来函提出投诉。 五、顾客投诉异议处理的要点 、及时赶致现场,最好将顾客带离营业现场; 2、进行自我介绍; 3、耐心倾听顾客的诉说,慎重的使用微笑; 4、与顾客进行交流,让顾客觉得被理解,满足他的心理需求; 5、”道歉”,::这并不代表承认是我方的错误,不代表按照其方式解决问题,只表示对其造成的麻烦的歉意,为缓和紧张的气氛。 6、分析解释; 7、处理意见。 同意顾客要求; 不同意顾客要求。 自 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological quality, psychological quality and image quality. The formation of excell