顾客抱怨管理

企业应建立顾客抱怨管理体系

Enterprises Should Establish Customers ' Complaint Management System

开展顾客抱怨管理的基础工作

Basic Work on the Management of Customer Complaints

所以，企业在开展顾客抱怨管理、追求顾客满意目标的时候，绝对不能忽视支持顾客抱怨管理体系的这些重要的基础工作。

These fundamental aspects showed never be neglected in achieving the target of customer satisfaction .

该系统主要由投诉型抱怨管理子系统、非投诉型抱怨调查子系统、顾客抱怨管理的信息支持子系统构成。

This system consists of voicing management sub-system , no voicing survey sub-system and information support sub-system .

本文认为，有效的顾客抱怨管理对于化解顾客不满情绪，持续改进服务设计和提高服务质量，建立和维持与顾客的长期关系具有十分重要的意义。

Effectively managing customer complaint is important for enhancing customer satisfaction , improving service design and service quality , and establishing and maintaining long-term customer relationships .

而顾客抱怨管理工作能否取得成效，还有赖于企业建立健全的顾客抱怨管理体系，包括良好的企业文化、组织结构和高素质的员工队伍建设等基础工作。

Its success largely depends on the establishment of a sound managerial system , including enterprise culture , organization structure and high quality of staff mem - bers .

随着市场竞争不断加剧，越来越多的企业意识到顾客抱怨管理的诸多益处，以及其在提高顾客满意度上的重要性。

With the market competition is increasingly intensifying , more and more enterprises realize the influence of customer complaint on customer satisfaction , loyalty and the importance of customer complaints management .

文章的结尾部分，涉及到恶意投诉的表现形式、处理流程和处理恶意投诉的商业伦理，并结合案例分析了顾客抱怨管理子系统的建立。

The finality part of this article involve the acquit formation , the disposal flow and business ethic of hostility complaint , and analyze the building of customer complaint management subsystem with a real case .

酒店行业对顾客抱怨的管理

Management of Customer Complaint in Hotel Industry

顾客满意导向的服务企业顾客抱怨管理体系分析

A Study on Customer Complaint Management Systems in Customer Satisfaction-Oriented Service Firms

为提高顾客满意度，企业应建立顾客抱怨管理体系，以正确处理顾客抱怨和利用顾客抱怨信息，推动企业持续改进。

In order to improve the customer 's satisfaction degree , enterprises should establish a reasonable management system . In this way , customer 's complaints can be correctly dealt with and utilized . And at last enterprises can get continuous improvement .

顾客主动忠诚管理包括提高顾客满意度、提高服务质量、顾客抱怨管理、服务补救、加强客户关系管理、培养员工忠诚。

The former includes improving customer satisfaction , enhancing service quality , customer complaints management , service remedy , customer relationship management and training staff loyalty .