CUSTOMER COMPLAINTS PROCEDURE
- 최초 등록일
- 2009.01.20
- 최종 저작일
- 2008.10
- 5페이지/ MS 워드
- 가격 1,500원
소개글
CUSTOMER COMPLAINTS PROCEDURE
고객이 컴플레인을 걸어올 때 어떻게 대응하고 어떤 식으로 그들의 말을 기술하고 정리하는지 그리고 그에 근거한 법률(호주내 법률참고) 등 파트I,II로 나누어 설명(영어)
목차
PART I
How staff should respond to complaints
How disputes are to be registered/documented
How complaints are to be obtained, documented and reviewed
Laws, company policies and codes that should guide decisions
How the customer will be informed of the outcome of the investigation
PART II
Procedures of complaints must be referred locally/onsite
How these will be forwarded to the designated person in authority.
Procedures for complaints that have been referred to other personnel
본문내용
1.How staff should respond to complaints
Actively listen : The most important thing when people complain is to let them know you understand and care.
Apologise : The most appropriate way is to simply say you are sorry.
Make them feel special : You have to do everything within your power to solve their problem.
Discover the real problem : Complaints are only part of the real problem.
Don`t blame the computer : In fact, when people make complaints they do not generally want to know who is to blame, they just want their problem fixed.
“I just work here” : A sure way to make a complainant`s blood pressure rise is to try to divert the complaint away from you.
Explain your solution : Simply offer a solution you have power to make happen.
Keep your promises : Nothing is more infuriating than a promised solution not eventuating.
The finishing touch : In business, it is important to be aware of little extras you can do for people to make them feel good.
Check back later : Use complaints to turn casual customers into loyal, long-term customers.
참고 자료
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