家樂福怎樣處理顧客投訴

HOWTODEALWITHCUSOMERCOMPLAINT怎樣處理顧客投訴接受培訓(xùn)和培訓(xùn)他人都是首要任務(wù)–家樂福政策Tobetrainedandtrainothersarepriorities–Carrefourpolicy1

PurposeTrainerDurationAttheendofthistrainingyouwillbeabletoStaffConcernedTrainingMethodヘ癡絤揭祘擋盢Τ暗Τ閩ぇ癡絤よΑ癡絤丁ObjectiveAttheendofthistrainingyouwillbeabletoPopulationTrainingMethodTrainerDuration目的訓(xùn)練課程結(jié)束時(shí)，你將有能力做到參加人員訓(xùn)練方式訓(xùn)練者時(shí)間

投影儀顧客效勞部主管1小時(shí)CommercialHeadsorAssistantsBarcoCSCManager1HourThisTrainingistointroducehowtocommunicatewiththecustomer這個(gè)培訓(xùn)將介紹怎樣與顧客進(jìn)行交流

以正確處理各種投訴提高顧客滿意度

SettlethecomplaintinacorrectandefficientwayImprovecustomers’satisfaction營(yíng)運(yùn)部門課長(zhǎng)或助理2處理顧客投訴的目的thegoaltosettlethecomplaint內(nèi)容Content:處理顧客投訴的原那么theprincipleforsolvingcomplaint處理顧客投訴的技巧skillsofsolvingcomplaint投訴顧客的分類typesofcomplaintcustomers收銀容易出現(xiàn)的投訴complaintofCashier

處理顧客投訴的不正確的態(tài)度thebadmannerstosolvethecomplaint解決問題的方式modesofsolvingcomplaint總結(jié)Conclusion3處理顧客投訴的目的Thegoaltosettlethecomplaint發(fā)現(xiàn)缺乏，改進(jìn)工作。recognizeandcorrectdisadvantagesinourwork.重新贏得顧客，建立穩(wěn)定的顧客群。

acquiretheopportunityofregainingcustomers,andsetupafixedcustomergroup.

公司信譽(yù)得到更好的提高，樹立良好的公司形象。

boostcompanyreputation,andsetupagreatimage.

4處理顧客投訴的原那么顧客至上的原那么“customerarethemostimportant.〞保持親切熱情的態(tài)度；認(rèn)真傾聽、適當(dāng)反映、抓住問題關(guān)鍵；迅速、公正、安撫為先；嚴(yán)禁在商場(chǎng)或CSC辦公室與顧客爭(zhēng)吵。Providegoodenthusiasmwhensolving.Makelegal,reasonable,quickandjusticesettlement.Listencarefully,reactwarmlyandseizethekeypoint.ForbiddentoquarrelwithcustomerinhypermarketorCSCoffice.Theprincipleforsolvingcomplaint牢記我們的言行代表家樂福形象.解決一切投訴的原那么是建立在我國(guó)“消法〞和符合家樂福理念、規(guī)章制度的前提下。Remember:OurbehaviorsandspeakingrepresentCarrefour’simage.AllthesettlementofcomplaintisbasedontheconditionofChinaConsumptionLawsandCarrefourSpiritsandregulations.5與顧客爭(zhēng)論，招致圍觀；置之不理，怠慢顧客；主觀不耐，火上加油；處理顧客投訴的不正確的態(tài)度thebadmannerstosolvethecomplaintDisputewithcustomers,andcauseconfusion.LookdownuponthecustomersSolvecomplaintwithoutpatience,andmakecustomersmoreanger.6輕易承諾，出爾反爾；主觀判斷，妄下結(jié)論；推脫責(zé)任，說公司或顧客的不是；惡言相向，以牙還牙，影響惡劣。Makethoughtlessconclusion,andeatone’sownwords.Makeasubjectivejudgment.Pushawayduty,andcomplainaboutcompanyandcustomersSpeaktothecustomerinarudeway,andcauseaviciousresult.7投訴顧客的分類Typesofcomplaintcustomers理智性顧客SensibleCustomer購(gòu)置的商品出現(xiàn)質(zhì)量問題。CSC在處理投訴時(shí)，應(yīng)做到微笑效勞，耐心聽取顧客的不滿。根據(jù)消法的有關(guān)規(guī)定，提出解決方案，使顧客感受到家樂福一流的企業(yè)形象，一流的效勞質(zhì)量。顧客一般到此為止。Themerchandisewithbadquality.WhenCSCreceivedcomplaintaboutmerchandisequality,weshouldkeepsmileserviceandhearthecustomer’scomplaintpatiently.Accordingtotherelevantlaws,wecangivethesettlement,whichmakethecustomerfeelthatCarrefouristhefirstclassenterprisewithfirstclassservice.Thecustomerwillacceptthesettlementusually.8投訴顧客的分類Typesofcomplaintcustomers理智性顧客SensibleCustomer(2)顧客本身具有較高的知識(shí)水平、甚至具有較復(fù)雜的社會(huì)關(guān)系、背景等。出現(xiàn)上述情況后，一般不會(huì)大吵大鬧，而有可能得理不饒人，利用種種社會(huì)關(guān)系向接待投訴人員施壓，最典型的是通知媒體等。Thecustomerwithhighknowledgelevel,evenwithcomplexsocietyrelationsorbackground.Whentheycomplained,theywouldinsistintheirrequirements,insteadofwrangle.MaybetheywillusetheirsocietyrelationstopresstheCSCemployee.Itistheusualwaytoinformmedia.9投訴顧客的分類Typesofcomplaintcustomers非理智性顧客Non-sensibleCustomer(1)發(fā)現(xiàn)問題后，大吵大鬧，通知媒體、眾人參戰(zhàn)、要求賠償。Whenthecustomerfindsomeproblems,he/sheusuallywillwranglewithusandinformthemedia.He/shewillcometoCSCforcompensationwithotherpersonsashelp.(2)有些商品，在售出后存在保存方法的問題。因保存方法不當(dāng)造成商品問題時(shí)，此類顧客也會(huì)要求由家樂福承擔(dān)責(zé)任。Somemerchandiseneedgoodkeepingmethodaftersold.Ifthemerchandisegoesbadbecauseofincorrectsavingmethod,thecustomerwillalsoaskCarrefourrespondindamages.10投訴顧客的分類Typesofcomplaintcustomers非理智性顧客Non-sensibleCustomer(3)在有些情況下，商場(chǎng)已陪同顧客前往消協(xié)進(jìn)行調(diào)解或仲裁，且消協(xié)確定責(zé)任不在商場(chǎng)，顧客仍堅(jiān)持要求商場(chǎng)給一個(gè)說法。Insomecases,thestorehadaccompaniedthecustomertoConsumers’Associationforintercessionorarbitrationandtheauthorityunithadmadesurethatstoreneedn’ttakechargeforit,butthecustomerkeptonaskingexplanationfromstore.11投訴顧客的分類Typesofcomplaintcustomers惡意性顧客SpitefulCustomer(1)利用商場(chǎng)工作的疏忽，大量采購(gòu)過期商品，通過投訴的方式要求賠償。Utilizingthecarelessnessinthestoreworking,he/shebuyplentyofmerchandisewhichareoutofqualityternandaskforcompensationviacomplaint.(2)利用商場(chǎng)工作的疏忽，在提出解決方案時(shí)，要求商場(chǎng)承擔(dān)超出法規(guī)的費(fèi)用如誤工費(fèi)、出租車費(fèi)等。Utilizingthecarelessnessinthestoreworking,he/sheaskthesettlementwithexcessfeessuchdelayingfee,taxifeeetc.,whichexceedthelaws.12投訴顧客的分類Typesofcomplaintcustomers特殊情況SpecialSituation顧客購(gòu)物時(shí)在店內(nèi)摔傷；

Thecustomerisinjuredinstorewhenhe/sheisshopping.食品中毒

Foodpoisoning出現(xiàn)上述情況時(shí)，以送顧客去醫(yī)院為首要。Whenthereareabovecases,itisveryimportanttosendthecustomertohospitalimmediately.13一、安撫第一，勸離現(xiàn)場(chǎng)安撫顧客、禮貌周到；穩(wěn)定顧客情緒、防止事態(tài)惡化。處理顧客投訴的技巧Theskillsforsolvingcomplaint在傾聽顧客投訴和安撫顧客的過程中，探明顧客投訴的目的和動(dòng)機(jī)。Calmdownthecustomersfirst,andpersuadethemtoleavethespot.Calmdownthecustomerspolitelywithgoodmanner;avoidthesituationdeclined.Whenlisteningtoandcalmingdowncustomers,makesuretheirgoalsandincentives.14二、了解始末三、堅(jiān)持底限調(diào)查取證迅速?zèng)Q斷明確回應(yīng)合理合法Recognizeandsurveythematter.InvestigateandgaintheevidenceMakequickjudgmentKeepprincipleMakeclearanswerReasonableandlegalsettlement15解決問題的方式Modesofsolvingcomplaint16通過與顧客的交流，在短時(shí)間內(nèi)較準(zhǔn)確地判斷出顧客的知識(shí)水平、性格、經(jīng)濟(jì)狀況、社會(huì)閱歷、社會(huì)背景等。

Toestimatethecustomer’sknowledgelevel,character,economicstatus,societyexperienceandbackgroundinshorttimethroughcommunication.2.必須通過短暫的交流，明確顧客的目的是什么。Tomakesurewhatthecustomerwantsviabriefcommunication.

3.根據(jù)實(shí)際情況提出解決方案。Accordingtotheactualsituation,tomakeasettlement.174.為了到達(dá)盡快解決問題的目的，可采取一些不違背消法及家樂福原那么的作法?！踩绠?dāng)面取下某員工的工牌，告訴顧客他已被開除等〕Inordertosettlethecomplaintquickly,wecantakesomemeasuresthatdon’tdisobeythelawsandCarrefourprinciple.對(duì)完全不講道理的顧客，耐心解釋，最后推辭。〔如在家樂福發(fā)生的3本圖書一起賣，而顧客稱只取走一本，要求解決?！矲orthecustomerswhoarebrutal,weexplaintothempatiently,anddodgeatlast.6.當(dāng)出現(xiàn)責(zé)任在家樂福的投訴時(shí)，對(duì)講道理、有一定水平的顧客，要在與該顧客溝通時(shí)表示對(duì)顧客的一種認(rèn)同，于賠禮抱歉中希望得到顧客的諒解。WhenCarrefourshouldburdenresponsibility,forthecustomerswhoaresensible,weshouldexpressrecognitionfortheiridentity.Wewishtogettheirunderstandingthroughapology18如：保安在收銀線攔下一位顧客，因其所持的手提包在過收銀線時(shí)發(fā)出報(bào)警聲。經(jīng)查，里面確有一件未取下防盜扣的商品。后來證實(shí)該商品是顧客幾天前購(gòu)置的。由于收銀員疏忽，未及時(shí)取掉防盜扣。因當(dāng)時(shí)未控制好現(xiàn)場(chǎng)局面，現(xiàn)場(chǎng)保安和收銀員缺乏經(jīng)驗(yàn)且在言語上有一定問題，致使顧客情緒極其不好，導(dǎo)致投訴。正確的處理方式：用禮貌語言提醒顧客查看是否還有其他物品未結(jié)賬即攜出。因當(dāng)時(shí)報(bào)警器確有鳴叫，顧客一般都會(huì)配合。

19收銀容易出現(xiàn)的投訴complaintofCashier20現(xiàn)金收授過程中未能使用禮貌用語和結(jié)帳用語，或者面部表情冷淡，沒有微笑而導(dǎo)致投訴；錢款未當(dāng)面點(diǎn)清〔打錯(cuò)價(jià)〕，導(dǎo)致投訴；信用卡結(jié)帳過程中操作不當(dāng)，多收錢款或誤認(rèn)為顧客的信用卡無法使用而激怒顧客，導(dǎo)致投訴；Cashierdidn't’tusethepolitewordsorwithoutfacialexpressionandsmile.Itwillcausecomplaint.Thecustomerwillnotcheckthemoneyandcashierticket.Whentherearemistake,thecustomerwillcomplain.Whencustomercheckoutbycreditcard,becausethewrongoperation,thecustomerpaymuchmoneyorhiscreditcardisnouse,hewillcomplain.21動(dòng)作太慢，顧客對(duì)詢問或請(qǐng)求不置可否而被激怒，導(dǎo)致投訴；收銀員因顧客嫌價(jià)格與賣場(chǎng)價(jià)格有異而不要此物所表露出的不耐煩表情，激怒顧客,因而導(dǎo)致投訴。Thecashierhadlowefficiency.sheirritatedthecustomerbecauseshedidn't’tanswerthecustomer’squestion.Itwillcausethecomplaint.Thecashierexpressedtheimpatiencewhencustomerfeelthereispricedifferencebetweenthelabelpriceandthepriceonthecashierticket.Thisirritatedthecustomerandleadtothecomplaint.22顧客等待查詢價(jià)格時(shí)間太長(zhǎng)，導(dǎo)致投訴。收銀小票上商品名稱與商品實(shí)際名稱不符，使顧客在退貨過程中因須核實(shí)商品而等待時(shí)間過長(zhǎng)，從而導(dǎo)致的投訴索賠。Somemerchandisehavenobarcode.Therollershouldcheckthepriceinthesalesarea.Thecustomerswillwaitingsolong.Itarousedthecomplaint.Theitemnameonthecashierticketwasnotaccordancewiththenameofmerchandise.Whenrefundorreturn,itneedstocheck.Thecustomershouldwait.Itarousedcomplaint.顧客以各種理由要求多給手提袋而得不到