herrisun 发表于 2006-10-12 15:00:02

销售过程中的客户投诉处理原则 案例

<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span style="mso-spacerun: yes;"><font face="">&nbsp;</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">怎样处理客户产品投诉问题：</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="">&nbsp;一般</font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">原则：</span><span lang="EN-US"><font face="">1.</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">站在企业方</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">不承认是企业的产品质量问题。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 2.</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">按商业原则和公司规定处理</span><span lang="EN-US"><font face="">,</font></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">如是本企业生产的质量问题可以毫不客气的心理答应退货</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">并对客户发现的问题表示感谢。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">如果基本估计不是企业产品的质量问题</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">是客户运输</span><span lang="EN-US"><font face="">\</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">储存过程中出现的破损和漏油及进水等问题</span><span lang="EN-US"><font face="">,90%</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">直接拒绝</span><span lang="EN-US"><font face="">(10%</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">客户和本公司客情关系不错</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">可请示后再做决定</span><span lang="EN-US"><font face="">),</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">对客户的态度要认真解答不与退货的原因主要从运输过程责任上</span><span lang="EN-US"><font face="">\</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">破损原因</span><span lang="EN-US"><font face="">\</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">进水的地点及可能原因来解释非本公司的责任</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">另一方面表示对客户的理解并教给客户下次杜绝此问题的方法。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">如果是无理取闹型</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">态度要温和但坚决表示不给予解决。</span><span lang="EN-US"><font face=""><br/>&nbsp;&nbsp;&nbsp;</font></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">在处理客户投诉时</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">尽量去除个人情绪的干扰</span><span lang="EN-US"><font face="">(</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">对客户的喜好程度不同处理的原则不同</span><span lang="EN-US"><font face="">\</font></span><span style="COLOR: red; FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">从保护公司金钱利益和提高客户满意度角度考虑</span><span lang="EN-US"><font face="">)</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">应从责任是否在公司生产技术部门的角度考虑。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span style="COLOR: red; FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">关于“从公司金钱利益和提高客户满意度角度考虑”这个问题是否是情绪化的东西</span><span lang="EN-US" style="COLOR: red;"><font face="">,</font></span><span style="COLOR: red; FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">还有待求证</span><span lang="EN-US" style="COLOR: red;"><font face="">.</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">我个人觉得所有企业的经营目的是效益而在提高客户满意度的角度思考此种考虑角度是最有效率和直接的提高企业效益的工作方法</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">因为从责任的归属角度来考虑也是为提高企业经营效益考虑</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">所以以上两者是没有冲突的。当然企业性质和管理文化不同，对</span><span lang="EN-US"><font face="">“</font></span><span style="COLOR: red; FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">从公司金钱利益和提高客户满意度角度考虑“的定义也不尽相同。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">案例</span><span lang="EN-US"><font face="">:</font></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">&nbsp;<p></p></font></span></p><p></p><p></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face="">XXX时,某公司</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">代理商反映</span><span lang="EN-US"><font face="">1</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">大桶</span><span lang="EN-US"><font face=""><span style="mso-tab-count: 1;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span>XXX</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">产品在终端客户使用时发现有浑浊</span><span lang="EN-US"><font face="">.</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">该代理商向生产厂反映此问题</span><span lang="EN-US"><font face="">,</font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">希望公司检验该桶产品予以解决问题。</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">基本情况</span><span lang="EN-US"><font face="">:<span style="mso-spacerun: yes;">&nbsp;&nbsp;&nbsp; 该客户是一家销售业绩和经营信誉很不错的代理商;&nbsp;</span></font></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><font face=""><span style="mso-spacerun: yes;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;</span></font></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">该产品批号已经无法看清楚；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">并且只剩半桶产品；</span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 37.5pt;"><span lang="EN-US"><span style="mso-spacerun: yes;"><font face="">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </font></span></span><span style="FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;;">根据反映的情况来看属于产品储存的问题，根生产厂家无关；</span></p><span style="FONT-SIZE: 10.5pt; FONT-FAMILY: 宋体; mso-ascii-font-family: &quot;&quot;; mso-hansi-font-family: &quot;&quot;; mso-bidi-font-size: 12.0pt; mso-font-kerning: 1.0pt; mso-bidi-font-family: &quot;&quot;; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;请问此问题该怎么处理</span><span lang="EN-US" style="FONT-SIZE: 10.5pt; FONT-FAMILY: &quot;&quot;; mso-bidi-font-size: 12.0pt; mso-fareast-font-family: 宋体; mso-font-kerning: 1.0pt; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;">?</span>
[此贴子已经被作者于2006-10-12 15:01:28编辑过]

一文 发表于 2006-10-21 03:41:49

<p>这些东西，哎～</p><p>亲眼在五星电器看过保安打顾客后觉得这些东西都没用</p>

mataoo 发表于 2006-12-11 21:42:22

<p>这样的事情我见得太多了，</p><p>真是什么心态的人都有</p><p></p>
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