【文章內(nèi)容簡(jiǎn)介】 .......................................................................................................................... 30 .................................................................................................................................................................................................... 30 .................................................................................................................................................................................................... 31 .................................................................................................................................................................................................... 31 .................................................................................................................................................................................. 31 待客禮儀 .................................................................................................................................................................................................... 32 賣場(chǎng)禁忌 .................................................................................................................................................................................................... 32 .................................................................................................................................................................................. 32 ........................................................................................................................................................................................... 32 ........................................................................................................................................................................................... 33 服務(wù)用語 .................................................................................................................................................................................................... 33 ........................................................................................................................................................................................... 33 .................................................................................................................................................................................................... 34 3 售后服務(wù)及顧客投訴的處理 ......................................................................................................................................................................... 34 售后服務(wù)方式 ............................................................................................................................................................................................ 34 顧客投訴分類 ............................................................................................................................................................................................ 34 顧客店面投訴處理流程及工作標(biāo)準(zhǔn) .................................................................................................................................................... 35 ................................................................................................................................................................. 35 操作規(guī)范與標(biāo)準(zhǔn) ............................................................................................................................................................................. 36 激起顧客憤怒時(shí)的處理 ................................................................................................................................................................ 37 工具表單 .......................................................................................................................................................................................... 37 4 會(huì)員服務(wù) ............................................................................................................................................................................................................ 37 會(huì)員章程 ............................................................................................................................................................................................... 37 會(huì)員卡管理 規(guī)定 ................................................................................................................................................................................ 38 .......................................................................................................................................................................... 38 VIP 理財(cái)卡使用規(guī)定 ..................................................................................................................................................................... 38 會(huì)員關(guān)系維 護(hù) ..................................................................................................................................................................................... 39 .................................................................................................................................................................................. 39 ........................................................................................................................................................................................... 39 流 失會(huì)員 回訪 ............................................................................................................................................................................ 39 電 話回訪 流程 及工 作標(biāo) 準(zhǔn) .................................................................................................................................................. 39 工具表單 .....................................................