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淺談如何處理用戶投訴

“用戶就是上帝”,在當前廣電市場殺氣彌漫的競爭中,在社會愈加開明的今天,用戶的維權意識也逐漸增強。那么,在廣電企業當中如何面對用戶,如何搞好用戶接待工作呢?我談一下自己的一些粗淺的看法。

正確看待用戶的投訴行為。我們的服務理念為“用戶至上,用心服務”,是千千萬萬的用戶為我們創造了豐厚的經濟收入,所以我們理應為用戶提供周全的服務,當我們的服務與用戶的需求產生落差時,也就產生了投訴,投訴是企業利益與社會需求磨合中產生的必然結果,用戶向我們投訴必然是其某一方面權益受到了侵害或對我們的服務產生了不滿,所以用戶的投訴是正常的,我們完全沒有必要為一次投訴而如臨大敵,對用戶接待人員來說,用戶的投訴并不意味著對你本人不滿意,我們只要站在一個公允的立場,全心全意為用戶著想,用戶會對你的行為表示滿意的。再者用戶的投訴處理得當,不僅不會影響企業形象,還會贏得用戶,使用戶對廣電企業重新燃起希望。一個用戶的投訴也能使我們認識到自己的不足,幫我們發現錯誤,及時彌補自己的不足,從而贏得更多用戶。

合理的用戶接待是處理投訴成敗的關鍵。用戶對服務的感知,就是覺得服務好與不好,在很大程度上取決于一開始接待服務的質量。如果自己作為用戶,不論是去商場買東西亦或是去餐廳吃飯,自己希望在需要服務時得到什么樣的接待,就知道用戶的需要,站在對方的角度替對方考慮,只有這樣,才能對癥下藥,更好地理解用戶,從而達到事半功倍的效果。

加強業務學習,不斷總結經驗,在實踐中提高接待服務水平。當用戶帶著情緒前來投訴時,首先,理解用戶,從用戶的角度出發,幫用戶分析解決,在處理投訴的過程中,不推諉,不扯皮,先與相關部門溝通,急用戶之所急,第一時間解決用戶問題,然后再做內部處理,對屬于用戶單方面原因的,對用戶做充分理解,不讓其難堪,不與其爭高下。高超的用戶接待技巧,建立在一個豐富的業務知識和用戶接待經驗基礎之上,這就要求我們對所有的業務知識熟記于心,對具體業務的辦理流程多加了解,在此基礎上,才能為用戶提供全方位的專業的解決方案,消除用戶的疑慮,最大限度的滿足用戶的需求,只有這樣,用戶投訴才能得到有效解決,廣電網絡也會越來越好。

  • 微笑
  • 流汗
  • 羨慕
  • 流淚

[責任編輯:崔翠翠 許大發]


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