客诉处理手册(DOC 30页)

一、客诉定义                                        1
二、客诉产生原因                                    2
三、客诉处理原则                                    3
四、客诉处理程序                                    4
五、客诉应对要领                                 5-16
六、各类客诉回应活术                            17-26
七、抱怨致歉信格式                              27-28
八、客诉赔付标准                                   29
九、特殊客诉类型                                   30
十、特殊客诉之应对

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