正确理解顾客投诉天津海运职业赵莹莹课件

CorrectlyUnderstandCustomerComplaints天津海运职业学院赵莹莹TianjinMaritimeCollegeZhaoYing-ying正确理解顾客投诉

目录Content01认识顾客投诉的原因UnderstandtheCausesofCustomerComplaints02顾客投诉的心理分析PsychologicalAnalysisofCustomerComplaints03顾客投诉的性格分析CharacterAnalysisofCustomerComplaints04正确理解顾客投诉CorrectlyUnderstandCustomerComplaints宾客服务部是邮轮和顾客之间的纽带TheGuestServiceDepartmentistheLinkbetweentheCruiseShipandCustomers百名游客因风浪晕船呕吐不满邮轮服务拒绝下船天津海运认识顾客投诉的原因UnderstandtheCausesofCustomerComplaints1邮轮方面的原因引起投诉ComplaintsCausedbyCruise1.11.1.1有关邮轮硬件设施设备的投诉ComplaintsaboutCruiseHardwareFacilitiesandEquipment1.1.2有关邮轮软件服务的投诉ComplaintsaboutCruiseSoftwareServices服务态度ServiceAttitude服务礼节礼貌ServiceCourtesy服务技能ServiceSkills服务效率ServiceEfficiency服务纪律ServiceDiscipline1.1.3有关邮轮食品及饮料的投诉ComplaintsaboutCruiseFoodandBeverage不清洁ServiceAttitude过期变质ExpiredMetamorphism口味不佳PoorTaste1.1.4有关邮轮安全状况的投诉ComplaintsaboutCruiseSafety1.1.5有关邮轮相应规章制度的投诉ComplaintsaboutCorrespondingRulesandRegulationsofCruiseShips顾客方面引起的投诉ComplaintsfromCustomers1.2认识顾客投诉的原因UnderstandtheCausesofCustomerComplaints11.2顾客方面引起的投诉ComplaintsfromCustomers要求太高OverlyDemanding需求及价值观念不同DifferentNeedsandValues邮轮经验及投诉经验非常丰富CruiseExperienceandComplaintExperienceareveryRich因顾客本身心情不佳，或其他非邮轮原因OverlyDemanding1.2.11.2.21.2.31.2.42顾客投诉的心理分析PsychologicalAnalysisofCustomerComplaints采取投诉TakeComplaints不愿意投诉UnwillingtoComplainEnthusiasticSuggestions热心提出建议ShowTheirOwnKnowledgeable想表现自己见多识广WanttoRecovertheLossandSaveFace想挽回损失、保全面子MakeTroublewithoutReason无理取闹、无端生事IntentionalExtortion有意敲诈不习惯Unaccustomed不愿意Unwilling不相信Unconvinced怕麻烦AfraidofTrouble3顾客投诉的性格分析CharacterAnalysisofCustomerComplaints理智型顾客RationalCustomer3.1理智型顾客RationalCustomer3.1理智的态度RationalAttitude平和的语气PeacefulTone准确清晰的表达AccurateandClearExpression理智型顾客RationalCustomer3.1情绪起伏比较大RelativelyLargeMoodFluctuation失望型顾客RationalCustomer3.2失望型顾客RationalCustomer3.2失望型顾客RationalCustomer3.2失望型顾客RationalCustomer3.2失望型顾客RationalCustomer3.2失望型顾客RationalCustomer3.2发怒型顾客AngryCustomer3.3很难控制自己的情绪HardtoControlEmotions发怒型顾客AngryCustomer3.3言谈不加修饰SpeakwithoutModification发怒型顾客AngryCustomer3.3顾客的必然性和合理性InevitabilityandRationalityofCustomers4正确理解顾客投诉CorrectlyUnderstandCustomerComplaints4.1学会换位思考、提高沟通能力LearntoEmpathizeandImproveCommunicationSkills顾客投诉的作用RoleofCustomerComplaints4正确理解顾客投诉CorrectlyUnderstandCustomerComplaints4.24.2顾客投诉的作用RoleofCustomerComplaintsProblemsandDeficienciesFound发现问题与不足0102030405ImproveCustomerRelationshipandRestoreReputation改善顾客关系、挽回声誉ImproveCruiseServiceQualityandManagementLevel改善邮轮服务质量，提高管理水平HelpCreateFrequentVisitors有助于创造常客ItIndicatesthatCustomershaveHighExpectationsforCruiseShips说明顾客对邮轮还有比较高的期望值本讲小结Summary正确理解顾客投诉CorrectlyUnderstandCustomerComplaints认识顾客投诉的原因UnderstandtheCausesofCustomerComplaints顾客投诉的心理分析PsychologicalAnalysisofCustomerComplaints顾客投诉的性格分析CharacterAnalysisofCustomerComplaints正确理解顾客投诉CorrectlyUnderstandCustomerComplaints邮轮方面

ComplaintsCausedbyCruise顾客方面ComplaintsfromCustomers不愿意投诉UnwillingtoComplain采取投诉TakeComplaints理智型RationalCustomer发怒型AngryCustomer失望型RationalCustomer顾客投诉的必然性和合理性InevitabilityandRationalityofCustomers顾客投