顾客投诉的有效处理分析论文.docVIP

大学生毕业设计 顾客投诉的有效处理分析 谢文娴 长沙职业技术学院 摘要 随着社会的高速发展，人们的生活水平不断提高，精神上的需求也越来越高，商家之间的竞争也愈来愈激烈。在当今商业竞争中，商家们竞争的不仅仅是商品，更重要的是服务。对于任何商业行为而言，顾客永远是最重要的，是最值得珍惜的，是商业成功的最重要因素。然而，在我们日常工作中，由于商品、服务、消费安全和环境等方面的原因，总会不可避免地产生一些让顾客不满的情况，从而引起顾客投诉。顾客投诉并不只会给商家带来负面的影响，相反，这正是商家进行自我改进的最好时机，只要商家能及时、妥善、有效的处理，一定会有意想不到的收获。 关键词：顾客；投诉；处理；意义ABSTRACT With the rapid development of society, peoples living standards continue to improve, the spiritual demand is becoming more and more high, the competition between businesses will become more and more fierce.In todays business competition, merchants competition is not only a commodity, more important is service.For any business, the customer is always the most important, is the most worth to cherish, is one of the most important factors in business success.However, in our daily work, such as goods, services, consumer safety and environmental reasons, will inevitably produce some dissatisfied customers, so as to cause customer complaints.Customer complaints will not only give a negative impact on businesses, on the contrary, this is the very best time to merchants to self-improvement, as long as the merchants can timely and properly, effective treatment, will have unexpected harvest. Key Words: Customers;Complaints;Processing;meaning 目录 第1章 引言...................................................... ...6 第2 章 有效处理顾客投诉的意义.......................................6 2.1赢得顾客的忠诚度...............................................6 2.2反应出店铺的经营点.............................................7 2.3挽回顾客对店铺的信任...... ....................................7 第3章 顾客投诉的原因及类型.........................................7 3.1对商品的投诉..................................................7 3.2对服务的投诉..................................................8 3.3对安全和环境的投诉............................................8 第4章 对顾客投诉的认识.............................................8 4.1顾客投诉的定义................................................8 4.2顾客投诉的心里分析.......................................