开展“顾客抱怨管理”的基础工作

Basic Work on the Management of Customer Complaints

开展“顾客抱怨管理”是企业追求“顾客满意”、实现企业经营目标的一项重要工作。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。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。

To manage properly the complaints from customers is an important task for an enterprise to achieve customer satisfaction, and to realize its managerial goal. Its success largely depends on the establishment of a sound managerial system, including enterprise culture, organization structure and high quality of staff mem- bers. These fundamental aspects showed never be neglected in achieving the target of customer satisfaction.