论服务沟通中顾客抱怨问题及对策

Study on the Customer's Complaint Problem and Strategies Reply During Service Comumuni-cation

顾客满意是可感知效果和期望值之间的差异函数。如果可感知效果与期望值相匹配,期望得到满足,顾客就满意。如果效果低于期望,期望得不到满足,则顾客不满意,就会产生抱怨。顾客抱怨会导致服务企业形象受损和影响顾客对服务企业的忠诚。顾客抱怨有许多表现,本文将分析顾客抱怨产生的原因,并据此提出有效处理顾客抱怨的策略,达到提高服务企业服务质量的目的。

Customer the satisfaction is to feel to know the result with the difference function that expect worth. If can feel to know the result to is worth with expectation to match mutually, expect to get to satisfy, customer be satisfied with. If the result is lower than to expect, expect to can not get to satisfy, then customer dissatisfied, will produce the complaint. The customer complaint will cause the service business enterprise image damaged with affect the customer to the loyalty of the service business enterprise. The customer complains to have many performances, this text will analyze the reason that customer complain output, combine to put forward on these grounds to handles effectively the strategy that customer complaining, attain the purpose of the exaltation service business enterprise service quantity.