家乐福怎样处理顾客投诉.ppt

Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingHOW TO DEAL WITH CUSOMER COMPLAINT怎样处理顾客投诉怎样处理顾客投诉接受培训和培训他人都是首要任务接受培训和培训他人都是首要任务 – – 家乐福政策家乐福政策To be trained and train others are priorities – Carrefour policy1Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Trainingl l l l l l l lPurposelTrainerlDurationlAt the end of this training you will be able tolStaff ConcernedlTraining Methodlヘl癡絤揭祘挡盢Τ暗lΤ闽ぇl癡絤よΑl癡絤l丁ObjectiveAt the end of this training you will be able toPopulationTraining MethodTrainerDuration目的目的训练课程结束时，你将有能力做到训练课程结束时，你将有能力做到参加人员参加人员训练方式训练方式训练者训练者时间时间l l l l l 投影仪投影仪顾客服务部主管顾客服务部主管1 1 小时小时 Commercial Heads or AssistantsBarco CSC Manager1 HourThis 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这个培训将介绍怎样与顾客进行交流l 以正确处理各种投诉以正确处理各种投诉提高顾客满意度提高顾客满意度l Settle the complaint in a correct and efficient wayImprove customers’ satisfaction 营运部门课长或助理营运部门课长或助理2Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ处理顾客投诉的目的处理顾客投诉的目的 the goal to settle the complaint内容内容 Content :Ø 处理顾客投诉的原则处理顾客投诉的原则 the principle for solving complaintØ 处理顾客投诉的技巧处理顾客投诉的技巧 skills of solving complaintØ投诉顾客的分类投诉顾客的分类 types of complaint customersØ 收银容易出现的投诉收银容易出现的投诉 complaint of Cashier Ø处理顾客投诉的不正确的态度处理顾客投诉的不正确的态度 the bad manners to solve the complaintØ 解决问题的方式解决问题的方式 modes of solving complaintØ 总结总结 Conclusion3Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training处理顾客投诉的目的处理顾客投诉的目的 The goal to settle the complaintØ 发现不足，改进工作。

发现不足，改进工作 recognize and correct disadvantages in our work.Ø 重新赢得顾客，建立稳定的顾客群重新赢得顾客，建立稳定的顾客群 acquire the opportunity of regaining customers, and set up a fixed customer group. Ø 公司信誉得到更好的提高，树立良好的公司形象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Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training处理顾客投诉的原则处理顾客投诉的原则 顾客至上的原则顾客至上的原则 “customer are the most important.”Ø 保持亲切热情的态度；保持亲切热情的态度；Ø 认真倾听、适当反映、抓住问题关键；认真倾听、适当反映、抓住问题关键；Ø 迅速、公正、安抚为先；迅速、公正、安抚为先；Ø 严禁在商场或严禁在商场或CSCCSC办公室与顾客争吵。

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牢记我们的言行代表家乐福形象. 解决一切投诉的原则是建立在我国解决一切投诉的原则是建立在我国“消法消法”和符和符合家乐福理念、规章制度的前提下合家乐福理念、规章制度的前提下 Remember: Our behaviors and speaking represent Carrefour’s image. All the settlement of complaint is based on the condition of China Consumption Laws and Carrefour Spirits and regulations.5Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ 与顾客争论，招致围观；与顾客争论，招致围观；Ø 置之不理，怠慢顾客；置之不理，怠慢顾客；Ø 主观不耐，火上加油；主观不耐，火上加油；处理顾客投诉的不正确的态度处理顾客投诉的不正确的态度the bad manners to solve the complaintDispute with customers, and cause confusion.Look down upon the customersSolve complaint without patience, and make customers more anger.6Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ 轻易承诺，出尔反尔；轻易承诺，出尔反尔；Ø 主观判断，妄下结论；主观判断，妄下结论； Ø 推脱责任，说公司或顾客的不是；推脱责任，说公司或顾客的不是；Ø 恶言相向，以牙还牙，影响恶劣。

恶言相向，以牙还牙，影响恶劣 Make thoughtless conclusion, and eat one’s own words.Make a subjective judgment.Push away duty, and complain about company and customersSpeak to the customer in a rude way, and cause a vicious result.7Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training投诉顾客的分类投诉顾客的分类 Types of complaint customersØ理智性顾客理智性顾客 Sensible Customer(1)购买的商品出现质量问题购买的商品出现质量问题CSC在处理投诉时，应做到微笑服务，耐心在处理投诉时，应做到微笑服务，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，一流的服务质量。

顾客一般到此为止家乐福一流的企业形象，一流的服务质量顾客一般到此为止2) The merchandise with bad quality. When CSC received complaint about merchandise quality, we should keep smile service and hear the customer’s 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Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training投诉顾客的分类投诉顾客的分类 Types of complaint customersØ理智性顾客理智性顾客 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。

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Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training投诉顾客的分类投诉顾客的分类 Types of complaint customersØ非理智性顾客非理智性顾客 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Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training投诉顾客的分类投诉顾客的分类 Types of complaint customersØ非理智性顾客非理智性顾客 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 needn’t take charge for it, but the customer kept on asking explanation from store.11Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training投诉顾客的分类投诉顾客的分类 Types of complaint customersØ恶意性顾客恶意性顾客 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Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training投诉顾客的分类投诉顾客的分类 Types of complaint customersØ特殊情况特殊情况 Special Situation(1)顾客购物时在店内摔伤；顾客购物时在店内摔伤；(2) The customer is injured in store when he/she is shopping.(2)食品中毒食品中毒(3) Food poisoning出现上述情况时，出现上述情况时， 以送顾客去医院为首要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Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training一、安抚第一，劝离现场一、安抚第一，劝离现场Ø安抚顾客、礼貌周到；稳定顾客情绪、安抚顾客、礼貌周到；稳定顾客情绪、 避免事态恶化。

避免事态恶化处理顾客投诉的技巧处理顾客投诉的技巧 The skills for solving complaintØ 在倾听顾客投诉和安抚顾客的过程中，探明顾客投诉在倾听顾客投诉和安抚顾客的过程中，探明顾客投诉的目的和动机的目的和动机Calm down the customers first, and persuade them to leave the spot.Calm down the customers politely with good manner; avoid the situation declined.When listening to and calming down customers, make sure their goals and incentives.14Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training二、了解始末二、了解始末三、坚持底限三、坚持底限调查取证调查取证迅速决断迅速决断明确回应明确回应合理合法合理合法Recognize and survey the matter.Investigate and gain the evidenceMake quick judgmentKeep principleMake clear answerReasonable and legal settlement15Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training解决问题的方式解决问题的方式Modes of solving complaint16Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training1.通过与顾客的交流，在短时间内较准确地判断出顾客的知识水平、通过与顾客的交流，在短时间内较准确地判断出顾客的知识水平、性格、经济状况、社会阅历、社会背景等。

性格、经济状况、社会阅历、社会背景等2. To estimate the customer’s knowledge level, character, economic status, society experience and background in short time through communication.2. 必须通过短暂的交流，明确顾客的目的是什么必须通过短暂的交流，明确顾客的目的是什么 To make sure what the customer wants via brief communication. 3. 根据实际情况提出解决方案根据实际情况提出解决方案 According to the actual situation, to make a settlement. 17Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training4. 为了达到尽快解决问题的目的，可采取一些不违背消法及家乐福原为了达到尽快解决问题的目的，可采取一些不违背消法及家乐福原则的作法。

如当面取下某员工的工牌，告诉顾客他已被开除等）则的作法如当面取下某员工的工牌，告诉顾客他已被开除等） In order to settle the complaint quickly, we can take some measures that don’t disobey the laws and Carrefour principle. 5.对完全不讲道理的顾客，耐心解释，最后推辞如在家乐福发对完全不讲道理的顾客，耐心解释，最后推辞如在家乐福发生的生的3本图书一起卖，而顾客称只取走一本，要求解决本图书一起卖，而顾客称只取走一本，要求解决 For the customers who are brutal, we explain to them patiently, and dodge at last. 6. 当出现责任在家乐福的投诉时，对讲道理、有一定水平的顾客，要当出现责任在家乐福的投诉时，对讲道理、有一定水平的顾客，要在与该顾客沟通时表示对顾客的一种认同，于赔礼道歉中希望得在与该顾客沟通时表示对顾客的一种认同，于赔礼道歉中希望得到顾客的谅解。

到顾客的谅解 When Carrefour should burden responsibility, for the customers who are sensible, we should express recognition for their identity. We wish to get their understanding through apology18Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training如：保安在收银线拦下一位顾客，因其所持的手提包在过收如：保安在收银线拦下一位顾客，因其所持的手提包在过收银线时发出报警声经查，里面确有一件未取下防盗扣银线时发出报警声经查，里面确有一件未取下防盗扣的的 商品后来证实该商品是顾客几天前购买的由于收商品后来证实该商品是顾客几天前购买的由于收银员疏忽，未及时取掉防盗扣因当时未控制好现场局银员疏忽，未及时取掉防盗扣因当时未控制好现场局面，现场保安和收银员缺乏经验且在言语上有一定问题，面，现场保安和收银员缺乏经验且在言语上有一定问题，致使顾客情绪极其不好，导致投诉。

致使顾客情绪极其不好，导致投诉 正确的处理方式：用礼貌语言提醒顾客查看是否还有其正确的处理方式：用礼貌语言提醒顾客查看是否还有其他物品未结账即携出因当时报警器确有鸣叫，顾客一他物品未结账即携出因当时报警器确有鸣叫，顾客一般都会配合般都会配合 19Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training收银容易出现的投诉收银容易出现的投诉 complaint of Cashier20Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ 现金收授过程中未能使用礼貌用语和结帐用语，或现金收授过程中未能使用礼貌用语和结帐用语，或者面部表情冷淡，没有微笑而导致投诉；者面部表情冷淡，没有微笑而导致投诉；Ø 钱款未当面点清（打错价），导致投诉；钱款未当面点清（打错价），导致投诉；Ø 信用卡结帐过程中操作不当，多收钱款或误认信用卡结帐过程中操作不当，多收钱款或误认为顾客的信用卡无法使用而激怒顾客，导致投诉；为顾客的信用卡无法使用而激怒顾客，导致投诉；Cashier didn't’t use the polite words or without facial expression and smile. It will cause complaint.The customer will not check the money and cashier ticket. When there are mistake, the customer will complain.When customer check out by credit card, because the wrong operation, the customer pay much money or his credit card is no use, he will complain.21Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ 动作太慢，顾客对询问或请求不置可否而被激怒，动作太慢，顾客对询问或请求不置可否而被激怒，导致投诉；导致投诉； Ø 收银员因顾客嫌价格与卖场价格有异而不要此物收银员因顾客嫌价格与卖场价格有异而不要此物所表露出的不耐烦表情，激怒顾客所表露出的不耐烦表情，激怒顾客, , 因而导致投诉。

因而导致投诉 The cashier had low efficiency. she irritated the customer because she didn't’t answer the customer’s question. It will cause the complaint.The cashier expressed the impatience when customer feel there is price difference between the label price and the price on the cashier ticket. This irritated the customer and lead to the complaint.22Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ 顾客等待查询价格时间太长，导致投诉顾客等待查询价格时间太长，导致投诉Ø 收银小票上商品名称与商品实际名称不符，使收银小票上商品名称与商品实际名称不符，使顾客在退货过程中因须核实商品而等待时间过长，顾客在退货过程中因须核实商品而等待时间过长，从而导致的投诉索赔。

从而导致的投诉索赔Some merchandise have no barcode. The roller should check the price in the sales area. The customers will waiting so long. It aroused the complaint.The item name on the cashier ticket was not accordance with the name of merchandise. When refund or return, it needs to check. The customer should wait. It aroused complaint.Ø顾客以各种理由要求多给手提袋而得不到，导致投诉顾客以各种理由要求多给手提袋而得不到，导致投诉Some customers ask more purchase bags with many excuses, but the cashier don’t give to them. It aroused complaint.23Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service TrainingØ 家乐福是家乐福是一家大型自助式卖场。

很多顾客在购物过程一家大型自助式卖场很多顾客在购物过程中产生的不满，大都会在收银上有人接待时发泄出来中产生的不满，大都会在收银上有人接待时发泄出来总结总结 Conclusion Carrefour is a self-service hypermarket. Many customers will abreact their dissatisfactions that met in the shopping when they check out.Ø DMDM单品的缺货状况也会影响顾客投诉单品的缺货状况也会影响顾客投诉 The shortage of DM item will affect the customer complaint.Ø 收银收银主管与店内其他主管的信息沟通也是十分重要的主管与店内其他主管的信息沟通也是十分重要的 It is also important for Cashier chief to communicate with other chiefs in the store.24Central RegionCentral Region- GWD Store -- GWD Store -SSA135—顾客服务培训Customer Service Training总结总结 ConclusionØ 发现问题后，及时更正并通知相关部门也很重要，可以避免同一错发现问题后，及时更正并通知相关部门也很重要，可以避免同一错误再次发生。

误再次发生 It is very important to correct the mistake and inform the relevant departments timely, which can avoid taking place the same mistake again.Ø 继续增强我们的服务意识；继续增强我们的服务意识； Ø 保证我们的商品质量；保证我们的商品质量；Ø 营造一个符合营造一个符合CarrefourCarrefour理念的购物环境；理念的购物环境；Boost our service recognization.Guarantee our merchandise quality.Provide a Carrefour concept shopping environment.25。