东南国际项目客户现场投诉接待.doc

东南国际项目客户现场投诉接待 东南国际项目客户现场投诉接待提要：客户直接到现场投诉时，应及时接待并及时处理，如当时无法处理，指导客户填写书面投诉书。如客户情绪较激动 东南国际项目客户现场投诉接待 1.接听客户投诉电话：销售员接到客户投诉电话，必须耐心聆听，详细了解客户投诉问题，为客户填写投诉表，详细记录与客户谈话情况，告知客户答复时间，在投诉表上填写清楚并核对客户姓名、房号、电话、投诉时间、投诉内容等。 2.客户直接到现场投诉时，应及时接待并及时处理，如当时无法处理，指导客户填写书面投诉书。如客户情绪较激动，接待销售员应尽量将客户引到较为安静的地方，慢慢予以安抚，接待销售员应面带微笑，全神贯注的倾听，并要即时表示你的理解，快速处理。如客户提出无理要求，也不能直接回绝，可视情况婉转表达公司的立场，或找出有关协议、法规文件等说服客户，但如矛盾尖锐，可记录下来，事后处理，不得与客户发生争吵，也不得态度冷淡。 3.销售员在接到投诉后，必须核实投诉内容，与相关部门取得联系后，在规定时间内答复客户，如由于有关部门等原因，投诉处理不及时，销售员应在约定答复的时间内与客户取得联系，道歉及说明处理情况，并跟踪服务至投诉处理完毕。如销售员无法解决时，可上交给销售经理统一处理。 4.销售员在处理过程中必须在客户投诉表上做好书面记录，在处理完后统一存档。 5.现场内勤接到处理完的投诉表，分类填写《投诉处理汇总登记表》，销售经理于每季度出投诉处理总结报告。 Measures for the routine management of moral education in Middle SchoolsMethod of conventional management of moral education in middle schoolFirst, the guiding ideology:School moral education is an organic whole of the whole education work, always adhere to the school adhere to the moral education, education for this product, and actively promote the quality education, the school building efficient curriculum system of moral education, moral education, improve the sense of attraction and appeal, enhance the moral education work for through and timeliness. Teach everyone, service education and management education, and school moral education work must be with family education and community education closely together, to form a concerted pattern, and strive to create a good atmosphere for education, and to promote the all-round development of students, to establish a scientific moral education full of vigor the For long-term mechanism.Two, the goal of moral education:To guide the students to form the correct world outlook, outlook on life, values, to cultivate students unity and mutual assistance, honest and trustworthy, law-abiding, good quality, hard work, set a good XX students ideological quality, psychological quality and image quality. The formation of excellent moral education curriculum system and management system, t