客诉处理与D撰写实务摘要.ppt

客诉的真正含义 情绪的爆发和渲泻 陈述其所需要的协助 得到对方的重视 得到尊重 顾客抱怨与退货处理流程图 * 本页关键： 1.团队leader 2.团队的成员是否涵盖了真正需要解决本问题的相关人员，供应商，研发，质量等相关部门 GLOBAL 8D PARTICIPANT GUIDE When determining team membership:当决定团队成员人数时： Limit membership to between four and 10 members. Fewer than four members will not produce enough innovation. Teams with more than ten members may experience interpersonal problems and may have trouble reaching agreement Choose members with the right skills, knowledge, resources, authority, etc., to solve the problem at hand. Make sure the customers viewpoint