越来越多的保险公司认识到建立和维持良好客户关系的重要性。然而,即使是最优秀的保险公司也不可能做到十全十美,不可能保证永远不发生失误或不引起客户投诉。时下,不少保险司非常看重自己在客户心目中的完美形象,担心客户投诉会给自己信誉带来影响或经济上的损失,却很少认真地考虑如何把坏变好。其实,客户投 More and more insurers recognize the importance of establishing and maintaining good customer relationships. However, even the best insurers can not be perfect, making it impossible to ensure that they never fail or cause customer complaints. Nowadays, many insurance companies attach great importance to their perfect image in the eyes of their clients. They worry that customer complaints will have an impact on their credibility or economic losses, but seldom seriously consider how to make the bad ones better. In fact, customer investment