问题解决及8D分析之8D管理方法在客诉管理中的运用.pptxVIP

聚成华企在线商学院;处理客户投诉的三个问题;顾客抱怨的处理;重大抱怨的处理步骤(一);重大抱怨的处理步骤(二);重大抱怨的处理步骤(三);重大抱怨的处理步骤(四);若抱怨处理有可能扩大或需延长时…,请发挥企业真正的精神;重大抱怨处理后的措施(一);重大抱怨处理后, 措施(二);抱怨处理的总结事项要落实;处理抱怨的基本动作;顾客是否已变为忠实的顾客?;抱怨后,是否已收到改善的建议?;预防不是剔除,而是消除不良; Winnie.Ling@COMPAQ.com于 10/28/98 11:41:14 AM;二.状况描述;HDT面板;水洗前;OMEGA METER TESTER;邮件通知不良;金手指脏污;FLUX@-859;;四.原因分析(四);四.原因分析(五);金手指不脏污;免洗锡丝焊接工站都必须带金手指保护套+衬纸;;VENDOR *PCA* PCE* COMPAQ* ;六.系统面反思(III);六.系统面反思(V);8 Disciplines;“教育是为美好生活作准备！” ——斯宾塞;1、Genius only means hard-working all ones life. (Mendeleyer, Russian Chemist)? 天才只意味着终身不懈的努力。.202011:0311:03:10Aug-2011:03 2、Our destiny offers not only the cup of despair, but the chalice of opportunity. (Richard Nixon, American President )命运给予我们的不是失望之酒，而是机会之杯。二〇二〇年八月五日2020年8月5日星期三 3、Patience is bitter, but its fruit is sweet. (Jean Jacques Rousseau , French thinker)忍耐是痛苦的，但它的果实是甜蜜的。11:038.5.202011:038.5.202011:0311:03:108.5.202011:038.5.2020 4、All that you do, do with your might; things done by halves are never done right. ----R.H. Stoddard, American poet做一切事都应尽力而为，半途而废永远不行8.5.20208.5.202011:0311:0311:03:1011:03:10 5、You have to believe in yourself. Thats the secret of success. ----Charles Chaplin人必须相信自己，这是成功的秘诀。-Wednesday, August 5, 2020August 20Wednesday, August 5, 20208/5/2020 6、Almost any situation---good or bad---is affected by the attitude we bring to. ----Lucius Annaus Seneca差不多任何一种处境---无论是好是坏---都受到我们对待处境态度的影响。11时3分11时3分5-Aug-208.5.2020 7、Although the world is full of suffering, it is full also of the overcoming of it.----Hellen Keller, American writer虽然世界多苦难，但是苦难总是能战胜的。20.8.520.8.520.8.5。2020年8月5日星期三二〇二〇年八月五日 8、For man is man and master of his fate.----Tennyson人就是人，是自己命运的主人11:0311:03:108.5.2020Wednesday, August 5, 2020 9、When success comes in the door, it seems, love often goes out the window.-----Joyce Brothers成功来到门前时，爱情往往就走出了窗外。11:038.5.202011:038.5.202011:0311:03:108.5.202011:038.5.2020 10、Life is measured by thought and action, not by time. ——Lubbock 衡量生命的尺度是思想和行为，而不是时间。8.5.20208.5.202011:0311:0311:03:1