有效地处理顾客投诉HandlingCustomer-OrientalLogistics.PDFVIP

有效地處理顧客投訴 Handling Customer Complaints Effectively 1 OUTLINE 大綱 • 1. Identifying Complaint’s Categories • 辨別投訴的類別 • 2. Benefits of Handling Complaints Effectively • 有效地處理投訴的好處 • 3 Effective Ways to Handle Complaints: • 有效地處理投訴的方法 • A. Emotional Mastery - 自我情緒駕馭 • B. Complaint Handling Skills - 處理投訴的技巧 • 4. Do’s of Handling Complaints • 處理投訴的要訣 2 有效地處埋投訴的好處 Benefits of Handling Complaints Effectively 1. Better understanding of the company’s “ Grey Areas”, to explore actual needs of customers. 更瞭解公司的“灰色地帶”及發掘顧 客的實質需要 2. Greater customer satisfaction 加強顧客的滿足感 3. Long-term relationship with customers 長線的顧客關係 4. Satisfaction and pride of being professional 專業滿足感及自豪感 5. Increased brand loyalty 更高的商譽 6. Higher Profitability 更高的利潤 7. Higher learning curve 更大的學習弧度 8. Greater personal and market value 更高的個人及市場價值 3 有效地處理投訴的方法 Complaint Handling Skills 4 Emotional Self Mastery 自我駕馭情緒 5 自我駕馭負面及過烈情緒 Emotional Mastery and Emotional Flooding Perspective Talking 採取不同角度的睇法 Positive Thinking 正面/積極的想法 Value Affirmation 價值的肯定 System Support 系統上的支援 State Control 控制形態 Monitoring and Blunting 監控與暫卸 6 有效地處理投訴的方法 Complaint Handling Skills 觀察 憤怒客人的表達及行為 Read the emotion and behavior of an angry customer – 面部表情(眼神,沉重)