家乐福怎样处理顾客投诉

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Central Region,-GWD Store-,SSA135顾客服务培训,Customer Service Training,HOW TO DEAL WITH CUSOMER COMPLAINT,怎样处理顾客投诉,接受培训和培训他人都是首要任务 家乐福政策,To be trained and train others are priorities Carrefour policy,1,Purpose,Trainer,Duration,At the end of this training you will be able to,Staff Concerned,Training Method,癡絤揭祘挡盢,暗,闽,癡絤,癡絤,丁,Objective,At the end of this training you will be able to,Population,Training Method,Trainer,Duration,目的,训练课程结束时，你将有能力做到,参加人员,训练方式,训练者,时间,投影仪,顾客效劳部主管,1 小时,Commercial Heads or Assistants,Barco,CSC Manager,1 Hour,This Training is to introduce how to communicate with the customer,这个培训将介绍怎样与顾客进行交流,以正确处理各种投诉,提高顾客满意度,Settle the complaint in a correct and efficient way,Improve customers satisfaction,营运部门课长或助理,2,处理顾客投诉的目的,the goal to settle the complaint,内容 Content:,处理顾客投诉的原那么 the principle for solving complaint,处理顾客投诉的技巧,skills of solving complaint,投诉顾客的分类,types of complaint customers,收银容易出现的投诉,complaint of Cashier,处理顾客投诉的不正确的态度,the bad manners to solve the complaint,解决问题的方式,modes of solving complaint,总结,Conclusion,3,处理顾客投诉的目的,The goal to settle the complaint,发现缺乏，改进工作。,recognize and correct disadvantages in our work.,重新赢得顾客，建立稳定的顾客群。,acquire the opportunity of regaining customers,and set up a fixed customer group.,公司信誉得到更好的提高，树立良好的公司形象。,boost company reputation,and set up a great image.,4,处理顾客投诉的原那么,顾客至上的原那么 “customer are the most important.,保持亲切热情的态度；,认真倾听、适当反映、抓住问题关键；,迅速、公正、安抚为先；,严禁在商场或,CSC,办公室与顾客争吵。,Provide good enthusiasm when solving.,Make legal,reasonable,quick and justice settlement.,Listen carefully,react warmly and seize the key point.,Forbidden to quarrel with customer in hypermarket or CSC office.,The principle for solving complaint,牢记我们的言行代表家乐福形象.解决一切投诉的原那么是建立在我国“消法和符合家乐福理念、规章制度的前提下。,Remember:Our behaviors and speaking represent Carrefours image.All the settlement of complaint is based on the condition of China Consumption Laws and Carrefour Spirits and regulations.,5,与顾客争论，招致围观；,置之不理，怠慢顾客；,主观不耐，火上加油；,处理顾客投诉的不正确的态度,the bad manners to solve the complaint,Dispute with customers,and cause confusion.,Look down upon the customers,Solve complaint without patience,and make customers more anger.,6,轻易承诺，出尔反尔；,主观判断，妄下结论；,推脱责任，说公司或顾客的不是；,恶言相向，以牙还牙，影响恶劣。,Make thoughtless conclusion,and eat ones own words.,Make a subjective judgment.,Push away duty,and complain about company and customers,Speak to the customer in a rude way,and cause a vicious result.,7,投诉顾客的分类,Types of complaint customers,理智性顾客,Sensible Customer,购置的商品出现质量问题。CSC在处理投诉时，应做到微笑效劳，耐心听取顾客的不满。根据消法的有关规定，提出解决方案，使顾客感受到家乐福一流的企业形象，一流的效劳质量。顾客一般到此为止。,The merchandise with bad quality.When CSC received complaint about merchandise quality,we should keep smile service and hear the customers complaint patiently.According to the relevant laws,we can give the settlement,which make the customer feel that Carrefour is the first class enterprise with first class service.The customer will accept the settlement usually.,8,投诉顾客的分类,Types of complaint customers,理智性顾客,Sensible Customer,(2)顾客本身具有较高的知识水平、甚至具有较复杂的社会关系、背景等。出现上述情况后，一般不会大吵大闹，而有可能得理不饶人，利用种种社会关系向接待投诉人员施压，最典型的是通知媒体等。,The customer with high knowledge level,even with complex society relations or background.When they complained,they would insist in their requirements,instead of wrangle.Maybe they will use their society relations to press the CSC employee.It is the usual way to inform media.,9,投诉顾客的分类,Types of complaint customers,非理智性顾客,Non-sensible Customer,(1)发现问题后，大吵大闹，通知媒体、众人参战、要求赔偿。,When the customer find some problems,he/she usually will wrangle with us and inform the media.He/she will come to CSC for compensation with other persons as help.,(2)有些商品，在售出后存在保存方法的问题。因保存方法不当造成商品问题时，此类顾客也会要求由家乐福承担责任。,Some merchandise need good keeping method after sold.If the merchandise goes bad because of incorrect saving method,the customer will also ask Carrefour respond in damages.,10,投诉顾客的分类,Types of complaint customers,非理智性顾客,Non-sensible Customer,(3)在有些情况下，商场已陪同顾客前往消协进行调解或仲裁，且消协确定责任不在商场，顾客仍坚持要求商场给一个说法。,In some cases,the store had accompanied the customer to Consumers Association for intercession or arbitration and the authority unit had made sure that store neednt take charge for it,but the customer kept on asking explanation from store.,11,投诉顾客的分类,Types of complaint customers,恶意性顾客,Spiteful Customer,(1)利用商场工作的疏忽，大量采购过期商品，通过投诉的方式要求赔偿。,Utilizing the carelessness in the store working,he/she buy plenty of merchandise which are out of quality tern and ask for compensation via complaint.,(2)利用商场工作的疏忽，在提出解决方案时，要求商场承担超出法规的费用如误工费、出租车费等。,Utilizing the carelessness in the store working,he/she ask the settlement with excess fees such delaying fee,taxi fee etc.,which exceed the laws.,12,投诉顾客的分类,Types of complaint customers,特殊情况,Special Situation,顾客购物时在店内摔伤；,The customer is injured in store when he/she is shopping.,食品中毒,Food poisoning,出现上述情况时，以送顾客去医院为首要。,When there are above cases,it is very important to send the customer to hospital immediately.,13,一、安抚第一，劝离现场,安抚顾客、礼貌周到；稳定顾客情绪、防止事态恶化。