业主投诉冲突与危机化解.pptxVIP

业主投诉、冲突与危机化解;2;3;1 业主投诉分析;5;6;7;8;9;10;11;12;2 业主投诉管理工具——沟通处理情景路线图Situational Communication Route;14;15;16;17;18;19;20;21;3 投诉潜伏期 CS1;23;24;25;26;27;28;29;30;31;32;33;34;35;4 投诉爆发期 CS2;37;38;39;40;41;42;43;44;45;46;47;48;49;50;51;52;53;5 投诉处置期 CS3;55;56;57;58;59;60;61;62;63;64;65;66;67;68;69;70;71;72;73;74;6 投诉善后期 CS4;76;77;78;79;80;81;82;83;7 投诉识别与沟通防范管理体系;85;86;87;88;8 服务人员的投诉处理能力;90;9 模拟案例训练;92;10 总结及问答;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。20.8.58.5.202011:0311:03:10Aug-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。8.5.20208.5.202011:0311:0311:03:1011:03:10 11、To make