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1、Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service TrainingHOW TO DEAL WITH CUSOMER COMPLAINT怎样处理顾客投诉接受培训和培训他人都是首要任务 家乐福政策 To be trained and train others are priorities Carrefour policy1Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Servi
2、ce Trainingl l l l l l l lPurposelTrainerlDurationlAt the end of this training you will be able tolStaff ConcernedlTraining Methodll癡絤揭祘挡盢暗l闽l癡絤l癡絤l丁ObjectiveAt the end of this training you will be able toPopulationTraining MethodTrainerDuration目的训练课程结束时，你将有能力做到参加人员训练方式训练者时间l l l l l 投影仪顾客服务部主管1 小时C
3、ommercial Heads or AssistantsBarco CSC Manager1 HourThis Training is to introduce how to communicate with the customer这个培训将介绍怎样与顾客进行交流l 以正确处理各种投诉提高顾客满意度l Settle the complaint in a correct and efficient way Improve customers satisfaction 营运部门课长或助理2Central RegionCentral Region - GWD Store - GWD Store
4、-SSA135顾客服务培训 Customer Service Training处理顾客投诉的目的 the goal to settle the complaint内容 Content : 处理顾客投诉的原则 the principle for solving complaint 处理顾客投诉的技巧 skills of solving complaint投诉顾客的分类 types of complaint customers 收银容易出现的投诉 complaint of Cashier 处理顾客投诉的不正确的态度 the bad manners to solve the complaint 解决
5、问题的方式 modes of solving complaint 总结 Conclusion3Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service Training处理顾客投诉的目的 The goal to settle the complaint 发现不足，改进工作。recognize and correct disadvantages in our work. 重新赢得顾客，建立稳定的顾客群。acquire the opportunity of regaining custom
6、ers, and set up a fixed customer group. 公司信誉得到更好的提高，树立良好的公司形象。boost company reputation, and set up a great image. 4Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service Training处理顾客投诉的原则 顾客至上的原则 “customer are the most important.” 保持亲切热情的态度； 认真倾听、适当反映、抓住问题关键； 迅速、公正、安抚为先；
7、 严禁在商场或CSC办公室与顾客争吵。Provide good enthusiasm when solving.Make legal, reasonable, quick and justice settlement.Listen carefully, react warmly and seize the key point.Forbidden to quarrel with customer in hypermarket or CSC office.The principle for solving complaint牢记我们的言行代表家乐福形象. 解决一切投诉的原则是建立在我国“消法”和符
8、合 家乐福理念、规章制度的前提下。Remember: Our behaviors and speaking represent Carrefours image. All the settlement of complaint is based on the condition of China Consumption Laws and Carrefour Spirits and regulations.5Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service Training 与顾
9、客争论，招致围观； 置之不理，怠慢顾客； 主观不耐，火上加油；处理顾客投诉的不正确的态度 the bad manners to solve the complaintDispute with customers, and cause confusion.Look down upon the customersSolve complaint without patience, and make customers more anger.6Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Serv
10、ice Training 轻易承诺，出尔反尔； 主观判断，妄下结论； 推脱责任，说公司或顾客的不是； 恶言相向，以牙还牙，影响恶劣。 Make thoughtless conclusion, and eat ones own words.Make a subjective judgment.Push away duty, and complain about company and customersSpeak to the customer in a rude way, and cause a vicious result.7Central RegionCentral Region - GW
11、D Store - GWD Store -SSA135顾客服务培训 Customer Service Training投诉顾客的分类 Types of complaint customers 理智性顾客 Sensible Customer(1) 购买的商品出现质量问题。CSC在处理投诉时，应做到微笑服务，耐心 听取顾客的不满。根据消法的有关规定，提出解决方案，使顾客感受到 家乐福一流的企业形象，一流的服务质量。顾客一般到此为止。The merchandise with bad quality. When CSC received complaint about merchandise qual
12、ity, we should keep smile service and hear the customers complaint patiently. According to the relevant laws, we can give the settlement, which make the customer feel that Carrefour is the first class enterprise with first class service. The customer will accept the settlement usually.8Central Regio
13、nCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service Training投诉顾客的分类 Types of complaint customers 理智性顾客 Sensible Customer(2) 顾客本身具有较高的知识水平、甚至具有较复杂的社会关系、背景等。 出现上述情况后，一般不会大吵大闹，而有可能得理不饶人，利用种种 社会关系向接待投诉人员施压，最典型的是通知媒体等。The customer with high knowledge level, even with complex society re
14、lations or background. When they complained, they would insist in their requirements, instead of wrangle. Maybe they will use their society relations to press the CSC employee. It is the usual way to inform media.9Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service Tr
15、aining投诉顾客的分类 Types of complaint customers 非理智性顾客 Non-sensible Customer(1) 发现问题后，大吵大闹，通知媒体、众人参战、要求赔偿。When the customer find some problems, he/she usually will wrangle with us and inform the media. He/she will come to CSC for compensation with other persons as help. (2) 有些商品，在售出后存在保存方法的问题。因保存方法不当造成商品
16、 问题时，此类顾客也会要求由家乐福承担责任。Some merchandise need good keeping method after sold. If the merchandise goes bad because of incorrect saving method, the customer will also ask Carrefour respond in damages.10Central RegionCentral Region - GWD Store - GWD Store -SSA135顾客服务培训 Customer Service Training投诉顾客的分类 Types of complaint customers 非理智性顾客 Non-sensible Customer
