摘要
顾客抱怨反映了顾客对企业产品和服务的不满，揭示了企业经营管理的缺陷。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。
Customers' complaintes reflect their unsatisfactions with the enterprises' products and services and also expose the defects of the enterprises' management. 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.
出处
《世界标准化与质量管理》
2001年第1期13-16,共4页
World Standardization & Quality Management
