顾客冲突customerconflicttrainging(趋于完美版b)资料.pptVIP

CUSTOMER CONFLICT TRAINGING“顾客冲突”主题培训 1.What is the “customer conflict” 什么是“顾客冲突”? 2.What is the origins of a conflict? 引起顾客冲突的原始因素 3.The sorts of conflict The constant conflict? 顾客冲突的分类和常见事例4.What shall we do?----our solution 应对顾客冲突-----我们的解决方案 5.Consumer right protect knowledge 消费者权益保护知识 What is the “customer conflict”什么是“顾客冲突”? 顾客冲突 Customer conflict 狭义概念:Definition of narrow sense 主要指因为各种原因,导致顾客与商家及商家的员工之间发生的争执、纠纷、冲突等事件。Due to various reasons,what occurred between customer and company(include the staff of company) such like dissension clash and scrap etc. 广义概念：Defini