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1、精品 山西国际商务职业学院毕 业 设 计连锁门店对待和处理顾客投诉的策略与方法 学生姓名 A学 号 081210101 系 别 工商管理系 A专 业 商务管理 AA 指导教师 AA 填写日期 二一一年四月 AShanxi International Business Vocational CollegeGraduationChain stores and handle customer complaints strategies and methodsStudent Name Guo HuiyingSchool No. 081210101University Department of Bus
2、iness AdministrationDepartment of Business Administrationprofessional instructor Jin-Xia ZhangFill in date of April 2011精品目录1引言- 1 -1.1研究本课题的目的和意义- 1 -1.2本课题国内外研究现状- 1 -1.3研究内容及研究方法- 1 -2顾客投诉在企业中的作用- 3 -3客户投诉的原因分析- 5 -4如何处理顾客投诉- 6 -4.1客投诉的技巧- 6 -4.2及时处理顾客投诉- 7 -5客户满意度的评估- 9 -5.1怎样评估客户服务- 9 -5.2与期望值不
3、同- 9 -5.3在乎客户的感受- 10 -6顾客投诉行为管理及其系统构建- 12 -6.1顾客投诉行为管理的意义- 12 -6.2顾客投诉行为管理的原则- 12 -6.3顾客投诉行为管理系统构建- 13 -结 论- 16 -参考文献- 17 -感 谢- 18 -CONTENTS1Introduction-1-1.1 Research purpose and significance of this issue -1-1.2 Research topics at home and abroad-1-1.3 Research and research methods -2-2Customer c
4、omplaints role in the enterprise -3-3Analysis of customer complaints -5-4 How to deal with Customer complaints -6- 4.1 Customer complaints skills -6- 4.2 Timely processing of customer complaints -7-5 Assessment of customer satisfaction -9-5.1 How to assess customer service-9-5.2 And different expect
5、ations -10-5.3 Care about the customer experience -11-6 Customer complaint behavior management and System Construction-12-6.1 The meaning of customer complaint behavior management -12-6.2 Behavior management principles of customer complaints -12-6.3 Customer complaint behavior management System Buil
6、ding-13- Conclusion -16-References-17-Thanks-18-精品中文摘要顾客的满意感是服务者追求的目标，是商家能否真正兴旺发达的关键。然而，在日常工作中，由于商品方面、服务方面、商家方面等原因，总会不可避免地产生一些让顾客不满意的情况，引起投诉。 纵观当今营销，研究最多的领域就是客户满意。顾客是服务的主导，是市场的先驱、他们的思想被商家研究着，行动被企业揣摩着。经济学中的需求曲线被顾客主宰着，一有所变化，供给曲线(生产商，零售商)随即而变。俗话说得好，顾客的嘴，企业的腿。顾客动一动嘴，说出他们之所想，生产商，零售商们立即有所行动，改变生产路线，另谋营销策略。
7、 顾客的满意感是服务者追求的目标，是商家能否巩固住顾客，并不断拓展市场，真正兴旺发达的关键。顾客有了投诉其实并不可怕，这正是商家改进工作的大好机会。只要商家及时、妥善处理，一定能变不利为有利，收到意想不到的效果。在此，就如何有效处理顾客投诉问题谈谈一些认识。关键词：顾客投诉；客户满意ABSTRACTCustomer satisfaction is the pursuit of the goal of service is the key to business can really thrive. However, in their daily work, as commodities, se
8、rvices, business areas and other reasons, there will always inevitably produce some circumstances to customer dissatisfactiocausingcomplaints. In today marketing, the most studied area is customer satisfaction. Customers are service-led, is a pioneer in the market, their thoughts were of the busines
9、s, companies try to figure out the action is. Demand curve in economics dominated by customers, a change, the supply curve (manufacturer, retailer) then the change. As the saying goes, the customer mouth, business legs. Customers Move mouth, to say what they are thinking, manufacturers, retailers no
10、w have action to change the production line, find another marketing strategy. Customer satisfaction is the pursuit of the goal of service is the ability to consolidate the domestic business customers, and continuously expand the market, the real key to prosperity. With customer complaints is not ter
11、rible, this is a great opportunity for business improvements. As long as the business in a timely manner, properly handled, will certainly a negative change for the benefit received unexpected results. Here, on how to effectively deal with customer complaints about a number of awareness.Key words: Customer complaints ；Customer satisfaction精品1引言1.1研究本课题的目的和意义顾客投诉的意义：(1)明确企业产品质量或服务存在的问题.一般而言，顾客向企业有关部门进行投诉，都是因为产品质量，或者有关人员的服务存在问题，这是企业改
