通信企业从本质上讲是服务型企业。任何服务都不可能达到十全十美、无可挑剔的境界,只要面向客户提供产品和服务,就有可能在产品使用或者服务体验过程的任何一个环节产生客户投诉。要成功地处理客户投诉,先要找到最合适的方式与客户进行交流。快速反应,真诚沟通很多客服人员都会有这样的感受,客户在投诉时会表现出情绪激动、愤怒甚至破口大骂。此时你要明白,这实际上是一种发泄,把自己的怨气、不满发泄出来,客户郁闷或不快的心情便得到释放和缓解,从而维持了心理平衡。此时, Communication enterprises are essentially service-oriented enterprises. Any service is impossible to achieve perfect, impeccable realm, as long as the customer-oriented products and services, it is possible in the product use or service experience any part of the process of generating customer complaints. To successfully handle customer complaints, we must first find the most appropriate way to communicate with customers. Quick response, sincere communication Many customer service staff will have such a feeling, customers complain will show emotional, angry and even abuse. At this point you have to understand that this is actually a kind of vent, vent their grievances, dissatisfaction vent, depressed or unpleasant mood customers will be released and alleviated, so as to maintain the psychological balance. at this time,