4 xu ly_khieu_nai

[object Object],[object Object],[object Object],Chöông 4: XÖÛ LYÙ KHIEÁU NAÏI

1.1 Khaùi nieäm. ,[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],1.2 Haønh vi phaûn ñoái.

1.3 Phaân loaïi phaûn ñoái. ,[object Object],[object Object],[object Object],[object Object]

1.3.1 Trì hoaõn thôøi gian. ,[object Object],[object Object],[object Object],[object Object],[object Object]

1.3.2 Phaûn ñoái veà giaù. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

1.3.3 Phaûn ñoái veà saûn phaåm. ,[object Object],[object Object],[object Object],[object Object],[object Object]

1.3.4 So saùnh vôùi ñoái thuû caïnh tranh. ,[object Object],[object Object],[object Object],[object Object]

1.4 Nguyeân taéc xöû lyù phaûn ñoái. ,[object Object],[object Object],[object Object]

1.5 Bieän phaùp xöû lyù phaûn ñoái. ,[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],Löu yù.

Baïn coù bieát? ,[object Object],[object Object]

[object Object],Baøi taäp 1.

2.1 Taïi sao khaùch haøng than phieàn. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

2.2 Lyù do khaùch haøng than phieàn. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Lyù do khaùch haøng töø boû quan heä kinh doanh vôùi coâng ty. 18% Lyù do khaùc. 68%. Khoâng haøi loøng vôùi caùch phuïc vuï cuûa nhaân vieân. 14%. Khoâng haøi loøng vôùi saûn phaåm, dòch vuï.

2.3 Xöû lyù than phieàn cuûa khaùch haøng. ,[object Object],[object Object],[object Object]

2.4 Lôïi ích cuûa vieäc giöõ khaùch haøng. ,[object Object],[object Object],[object Object],[object Object],[object Object]

3.1 Khaùi nieäm. ,[object Object]

Löu yù. ,[object Object],[object Object],[object Object]

Baøi taäp 2. ,[object Object],[object Object],[object Object],[object Object],[object Object]

3.2 Nguyeân taéc giaûi quyeát khieáu naïi. ,[object Object],[object Object],[object Object],[object Object],[object Object]

3.3 Quy trình xöû lyù khieáu naïi. ,[object Object],[object Object],[object Object],[object Object]

3.4 ÖÙng xöû vôùi khaùch haøng khieáu naïi. ,[object Object],[object Object],[object Object],[object Object],[object Object]

3.5 Keát quaû xöû lyù khieáu naïi. ,[object Object],[object Object],[object Object]

3.6 Bieän phaùp tieáp thu khieáu naïi. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

3.7 Lôïi ích cuûa vieäc giaûi quyeát khieáu naïi. ,[object Object],[object Object],[object Object],[object Object],[object Object]

3.8 Moät soá caùch giaûi quyeát khieáu naïi. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Giaûm nheï söï oàn aøo cho cöûa haøng baèng caùch lôø ñi hoaëc traùnh maët. ,[object Object]

Chuyeån vuï vieäc sang cho ñoàng nghieäp hoaëc caáp treân giaûi quyeát ñeå nheï bôùt traùch nhieäm cuûa mình. ,[object Object]

Phoøng thuû, baøo chöõa hoaëc tranh caõi vôùi khaùch haøng. ,[object Object]

Coá gaéng mua chuoäc khaùch haøng baèng vieäc ñeàn buø theo caùch naøo ñoù. ,[object Object],[object Object]

Laéng nghe moät caùch caån thaän vaø coá gaéng xöû lyù vaán ñeà nhanh choùng, hieäu quaû. ,[object Object]

[object Object],Tích cöïc xem xeùt lôøi than phieàn, coi ñoù laø cô hoäi ñeå caûi thieän moái quan heä vôùi khaùch haøng.

Löu yù. ,[object Object],[object Object]

3.9 Khaùch haøng töùc giaän. ,[object Object],[object Object]

3.9.1 Nguyeân taéc ñoái xöû vôùi khaùch haøng ñang töùc giaän. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],3.9.2 Höôùng giaûi quyeát.

Baøi taäp 3: Traû lôøi ñuùng - sai ,[object Object],[object Object]

[object Object],[object Object]

4 xu ly_khieu_nai

Recommended

Recommended

More Related Content

What's hot

What's hot (12)

Similar to 4 xu ly_khieu_nai

Similar to 4 xu ly_khieu_nai (20)

4 xu ly_khieu_nai