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客户投诉的最基本原因是对商品或服务不满。不管公司是多么友好、高效地对待客户,仍然会经常产生投诉。投诉问题不可小视,它往往体现了公司在经营运作中存在的问题和客户的潜在需求。中国电信秉承“以市场为导向、以客户为中心、以效益为目标”的经营理念。以客户为导向的服务,能激励客户对公司的信任支持,保持长期的购买关系,传播积极的口碑效应,使公司在市场竞争中处于有利地位。
The most basic reason for customer complaints is dissatisfaction with the goods or services. No matter how friendly and efficient the company is, clients often complain. Complaints can not be underestimated, it often reflects the company in the operation of the existing problems and potential customer needs. China Telecom adhering to the “market-oriented, customer-focused, to benefit as the goal ” business philosophy. Customer-oriented services can inspire customers to trust the company’s support, maintain long-term relationship, the spread of positive word-of-mouth effect, the company in the market competition in a good position.