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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">客户投诉处理技巧实务（上海，<?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:chsdate w:st="on" IsROCDate="False" IsLunarDate="False" Day="28" Month="8" Year="2009"><SPAN lang=EN-US>8</SPAN>月<SPAN lang=EN-US>28</SPAN>日</st1:chsdate>） </SPAN><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【培训日期】</SPAN></B><st1:chsdate w:st="on" IsROCDate="False" IsLunarDate="False" Day="28" Month="8" Year="2009"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">2009</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">年<SPAN lang=EN-US>8</SPAN>月<SPAN lang=EN-US>28</SPAN>日</SPAN></st1:chsdate><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【培训地点】</SPAN></B><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">上海<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【备注说明】</SPAN></B><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">本培训班全年循环开课，如有需求，欢迎来电咨询！<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【培训对象】</SPAN></B><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">业务接待人员、客户服务专员，销售人员、售后服务人员、客户服务经理、中高层管理者等</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【课程目标】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">通过对投诉客户心理层面的研究，了解客户投诉的根本原因</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><FONT face="Times New Roman"></FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">通过有效沟通，有针对性地处理客户投诉</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><FONT face="Times New Roman"></FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">掌握投诉处理的原则，技巧和有效方法</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><FONT face="Times New Roman"></FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">通过对客户投诉的管理，减少客户流失，提升客户忠诚度。</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><FONT face="Times New Roman"></FONT></SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">■</SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">通过投诉分析，及时了解企业存在的弊端，增强企业的竞争能力。</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial"><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【课程大纲】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">一、客户投诉的意义</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 希望企业能提供更好的服务</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 企业依然存在信任的表现</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 重塑客户信心的机会</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 发现新的生意的机会</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 可以判断客户的忠诚度</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">二、客户投诉的产生机理</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes"><FONT face="Times New Roman"> </FONT></SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">客户期望与客户体验</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 客户做决定的过程</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 投诉产生的原因</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">三、客户投诉处理原则与技巧</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 掌握客户行为类型</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 运用良好的沟通技巧</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 领会客户动机与需求</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 掌控情绪</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 善于收集客户信息</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 掌握化解矛盾的技术</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">四、客户投诉处理三步曲</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 明确事实</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 同意并中立化</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 提供解决方案</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ </SPAN><st1:chmetcnv w:st="on" UnitName="F" SourceValue="3" HasSpace="False" Negative="False" NumberType="1" TCSC="0"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><FONT face="Times New Roman">3F</FONT></SPAN></st1:chmetcnv><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">法则</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><FONT face="Times New Roman"><SPAN style="mso-tab-count: 1"> </SPAN><o:p></o:p></FONT></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 三公平原则</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">五、客户投诉管理</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 建立投诉管理制度</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 维护投诉客户档案</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes"><FONT face="Times New Roman"> </FONT></SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">设定专业的部门和专人进行管理</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes"><FONT face="Times New Roman"> </FONT></SPAN></SPAN><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">让客户参与管理</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 对客户投诉进行跟踪</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 流失客户管理</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 10.5pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 1.0"><SPAN style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman'">■ 设立忠诚客户矩阵</SPAN><SPAN lang=EN-US style="mso-bidi-font-size: 10.5pt"><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial"><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial">【讲师介绍】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><SPAN style="mso-spacerun: yes"> </SPAN></SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">宋老师，中国培训资讯网<SPAN lang=EN-US>(www.e71edu.com)</SPAN>资深讲师，具有<SPAN lang=EN-US>15</SPAN>年的企业管理工作经验和<SPAN lang=EN-US>4</SPAN>年专业讲师的培训工作经验，先后通过美国<SPAN lang=EN-US>Rytheon</SPAN>培训机构和德国<SPAN lang=EN-US>Audi</SPAN>培训机构的资格认证，成为以上机构在中国大陆的专职讲师，至今已成功实施培训<SPAN lang=EN-US>900</SPAN>余天，获得了培训学员的广泛认可。<st1:PersonName w:st="on" ProductID="宋">宋</st1:PersonName>老师授课风格注重结合实战，学员参与性强，课堂气氛轻松活跃，在培训当中，<st1:PersonName w:st="on" ProductID="宋">宋</st1:PersonName>老师能够把丰富的实战经验与课程内容有机的结合起来，会让学员倍感实用。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">主讲课程：《有效沟通》《<SPAN lang=EN-US>TTT</SPAN>培训师的培训》《服务营销》《客户满意度管理》《客户投诉处理》《品牌管理》《情境领导》《汽车经销商赢利管理》等<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly; mso-char-indent-count: 2.0"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">主要服务客户：奥迪中国、上海通用、日产中国、上汽集团、中国海尔、复地集团、斯普瑞喷雾系统、大唐移动、雅马哈、丹尼斯克中国、剪刀石头布、盖茨优尼塔、超人集团、亲和源股份、上海理想产业集团、奥的斯电梯、福斯润滑油、联芯科技、上海机场爱立特、策源房地产、西子集团、钱江摩托、林德叉车、三菱电机空调影象设备、阿法拉伐流体设备、上海沪工、杭州老板电器集团等等。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial"><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><B style="mso-bidi-font-weight: normal"><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">【费用及报名】<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">1</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、费用：培训费<SPAN lang=EN-US>1480</SPAN>元（含培训费、讲义费）；如需食宿，会务组可统一安排<SPAN lang=EN-US>,</SPAN>费用自理。<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">2</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、报名咨询：<SPAN lang=EN-US>010-63836477<SPAN style="mso-spacerun: yes"> </SPAN>63830994<SPAN style="mso-spacerun: yes"> </SPAN>13810210257<SPAN style="mso-spacerun: yes"> </SPAN></SPAN>鲍老师<SPAN lang=EN-US><SPAN style="mso-spacerun: yes"> </SPAN><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">3</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、报名流程：电话登记<SPAN lang=EN-US>--></SPAN>填写报名表<SPAN lang=EN-US>--></SPAN>发出培训确认函<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">4</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、备注：如课程已过期，请访问我们的网站，查询最新课程<SPAN lang=EN-US><o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">5</SPAN><SPAN style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt">、详细资料请访问中国培训资讯网：<SPAN lang=EN-US><A href="http://www.e71edu.com/"><SPAN style="COLOR: black">www.e71edu.com</SPAN></A> (</SPAN>每月在全国开设四百多门公开课，欢迎报名学习<SPAN lang=EN-US>)<o:p></o:p></SPAN></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="COLOR: black; FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt; mso-font-kerning: 0pt; mso-bidi-font-family: Arial"><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 20pt; mso-line-height-rule: exactly"><SPAN lang=EN-US style="FONT-FAMILY: 宋体; mso-bidi-font-size: 10.5pt"><o:p> </o:p></SPAN></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 150%"><SPAN lang=EN-US style="FONT-SIZE: 10pt; COLOR: #333333; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-font-kerning: 0pt"><o:p> </o:p></SPAN></P> |
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发表于 2009-8-7 11:08:00
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