家乐福怎样处理顾客投诉

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1、HOWTODEALWITHCUSOMERCOMPLAINT怎样处理顾客投诉接受培训和培训他人都是首要任务–家乐福政策Tobetrainedandtrainothersarepriorities–Carrefourpolicy1PurposeTrainerDurationAttheendofthistrainingyouwillbeabletoStaffConcernedTrainingMethodヘ癡絤揭祘挡盢Τ暗Τ闽ぇ癡絤よΑ癡絤丁ObjectiveAttheendofth

2、istrainingyouwillbeabletoPopulationTrainingMethodTrainerDuration目的训练课程结束时，你将有能力做到参加人员训练方式训练者时间投影仪顾客服务部主管1小时CommercialHeadsorAssistantsBarcoCSCManager1HourThisTrainingistointroducehowtocommunicatewiththecustomer这个培训将介绍怎样与顾客进行交流以正确处理各种投诉提高顾客满意度Settlethec

3、omplaintinacorrectandefficientwayImprovecustomers’satisfaction营运部门课长或助理2处理顾客投诉的目的thegoaltosettlethecomplaint内容Content:处理顾客投诉的原则theprincipleforsolvingcomplaint处理顾客投诉的技巧skillsofsolvingcomplaint投诉顾客的分类typesofcomplaintcustomers收银容易出现的投诉complaintofCashier处理

4、顾客投诉的不正确的态度thebadmannerstosolvethecomplaint解决问题的方式modesofsolvingcomplaint总结Conclusion3处理顾客投诉的目的Thegoaltosettlethecomplaint发现不足，改进工作。recognizeandcorrectdisadvantagesinourwork.重新赢得顾客，建立稳定的顾客群。acquiretheopportunityofregainingcustomers,andsetupafixedcustom

5、ergroup.公司信誉得到更好的提高，树立良好的公司形象。boostcompanyreputation,andsetupagreatimage.4处理顾客投诉的原则顾客至上的原则“customerarethemostimportant.”保持亲切热情的态度；认真倾听、适当反映、抓住问题关键；迅速、公正、安抚为先；严禁在商场或CSC办公室与顾客争吵。Providegoodenthusiasmwhensolving.Makelegal,reasonable,quickandjusticesettlem

6、ent.Listencarefully,reactwarmlyandseizethekeypoint.ForbiddentoquarrelwithcustomerinhypermarketorCSCoffice.Theprincipleforsolvingcomplaint牢记我们的言行代表家乐福形象.解决一切投诉的原则是建立在我国“消法”和符合家乐福理念、规章制度的前提下。Remember:OurbehaviorsandspeakingrepresentCarrefour’simage.Allth

7、esettlementofcomplaintisbasedontheconditionofChinaConsumptionLawsandCarrefourSpiritsandregulations.5与顾客争论，招致围观；置之不理，怠慢顾客；主观不耐，火上加油；处理顾客投诉的不正确的态度thebadmannerstosolvethecomplaintDisputewithcustomers,andcauseconfusion.LookdownuponthecustomersSolvecomplain

8、twithoutpatience,andmakecustomersmoreanger.6轻易承诺，出尔反尔；主观判断，妄下结论；推脱责任，说公司或顾客的不是；恶言相向，以牙还牙，影响恶劣。Makethoughtlessconclusion,andeatone’sownwords.Makeasubjectivejudgment.Pushawayduty,andcomplainaboutcompanyandcustomersSpeaktothecustomerinarud