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简诉如何处理顾客投诉的技巧?

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纠错
正确答案:

(1)道谢。把投诉视为宝贵的信息并向投诉者致谢。

(2)说明很高兴获知投诉的原由,以及听到投诉将如何让你更好地解决所涉及的问题。

(3)为失误向顾客致歉。

(4)承诺立即解决问题,然后采取行动,挽回局面。

(5)寻求所需信息。

(6)马上纠正错误。反应快捷表明你对改正错误的态度认真。

(7)核查顾客满意度。打电话了解顾客对你所做的是否满意。

(8)防患于未然。把顾客的投诉在全公司广而告之,防止再度出现同类问题。要修正系统,不要一有问题就对员工横加指责。

答案解析:

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