顾客投诉及其管理研究

顾客投诉是每一个企业皆遇到的问题,它是顾客对企业管理和服务不满的表达方式,也是企业有价值的信息来源,它为企业创造了许多机会,因此正确看待顾客投诉,管理顾客投诉对企业有着特别重要的意义。本文分析了顾客投诉对企业的意义、顾客投诉的行为及心理特点,以及管理顾客投诉的方法。

Research on the Customer Complaint and its Management

Every company can meet the issue of customer complaint, complaining to the companies is the way to express customer dissatisfaction, also is the source of valuable information for companies, and it creates many chances for the companies. So how to treat and manage the customer complaint is of significances for the company. In this article, we will analyze on the significances, the behaviors and psychology characteristics of customer complaint to the company, and the way to how to manage customer complaint.