顾客投诉分析处理——以周大福为例.docVIP

毕 业 设 计 题 目 顾客投诉分析处理——以周大福为例 学生姓名 雷士雄 学号 201101020020 系 部 经济贸易管理系 专 业 连锁经营管理 班级 1105 导师姓名 潘忠文 职称 助教 完成时间 2014年月日 摘 要 随着市场竞争日趋激烈，市场竞争手段、竞争意识的知识化和专业化，企业的成功取决于能否使顾客满意，企业为了寻求持续发展就需要适应“以顾客满意为中心”这一新的竞争形式下建立的新的竞争法则。顾客投诉管理是企业产品和服务管理系统中的一个组件，它是“以优质服务为顾客创造价值”为核心理念，为顾客快速、圆满地解决投诉，赢得顾客满意和忠诚的重要法宝，也是当今企业获得竞争优势的利器。, market competition, competition consciousness and professional success, the enterprise to make customer satisfaction, enterprises need to adapt to the customer satisfaction as the center of the new forms of competition to build the rule of the new competition in order to seek sustainable development. Customer complaint management is a component of enterprise products and service management system, it is to create value for customers as the core concept to quality services for customers, rapid, successfully resolve complaints, an important magic weapon for winning customer satisfaction and loyalty, but also in todays enterprises to obtain the competitive advantage of the weapon. With the rapid development of the retail service system, the constant perfection of the laws and regulations, consumer rights consciousness is more and more high, the customer service system has been paid more and more attention. Handle customer complaint has become a required course for the service enterprises, this paper takes a customer complaints in time CTF analysis of how to deal with customer complaints. Keywords: customer complaints; satisfaction; loyalty. 目 录 摘要………………………………………………………………………………1 ABSTRACT………………………………………………………………………………2 1.顾客投诉定义………………………………………………………………………4 2.投诉背景资料………………………………………………………………………4 3.“周大福”现状介绍……………………………………………………………4 4.有效的处理顾客投诉对“周大福”的意义…………………………………………5 4.1 恢复信赖感，挽回信任………………………………………………………5 4.2 减少负面影响 …………………………………………………………… 5 4.3 提高忠诚度，阻止顾客流失…………………………………………………5 4.4 维护企业的形象……………………………………………………………5 5.顾客投诉处理………………………………………………………………5 5.1顾客投诉处理建议…………………………………………………………5 5.2顾客投诉处理流程……………………………………