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margin-bottom: 0px; text-align: left; text-indent: 32px; padding: 0px; clear: both; max-width: 100%; box-sizing: border-box; min-height: 1em; overflow-wrap: break-word !important;"><span style="color: rgb(0, 0, 0);"><span style="font-size: 18px;"><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; letter-spacing: 0.544px; overflow-wrap: break-word !important;">248『投诉处理专家队伍</strong></strong></span><strong style="font-size: 18px; letter-spacing: 0.544px; margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;">』</strong></span></p></section></section></section></section></section></section></section></section><p></p><section powered-by="xiumi.us" style="white-space: normal; margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; 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margin: 0px 0px 10px; padding: 0px; max-width: 100%; box-sizing: border-box; letter-spacing: 0.544px; background-color: rgb(255, 255, 255); overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; display: inline-block; width: 677px; vertical-align: top; border-color: rgb(255, 211, 171) rgb(255, 202, 0) rgb(255, 202, 0); border-width: 1px; border-radius: 0px; border-style: none solid solid; overflow-wrap: break-word !important;"><section powered-by="xiumi.us" style="margin: 20px 0px 13px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px 10px; max-width: 100%; box-sizing: border-box; color: rgb(240, 176, 121); line-height: 1.8; letter-spacing: 1.8px; overflow-wrap: break-word !important;"><p style="margin-bottom: 16px; text-indent: 35px;"><span style="font-size: 17px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: rgb(0, 0, 0);"></span></p><section style="margin: 0px 0px 0.1px; padding: 0px; max-width: 100%; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 1.8px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; text-align: justify; text-indent: 43px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; box-sizing: border-box !important; overflow-wrap: break-word !important;">各位朋友大家好，欢迎来到Tonii老师精益讲堂，接下来Tonii老师将带领大家进入，每天5分钟，精益伴你行系列课程。</span></section><section style="margin: 0px 0px 0.1px; padding: 0px; max-width: 100%; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 1.8px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; text-align: justify; text-indent: 43px; line-height: 1.75em; box-sizing: border-box !important; overflow-wrap: break-word !important;"><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">今天学习客户投诉管理体系的第四个部分——专家队伍，培养以客户为中心的<strong>投诉处理专家队伍</strong>。以客户为中心的投诉服务管理工作，需要培养一批投诉处理的专家队伍来最终落实。应重点做好投诉处理人员专业的服务意识、专业的业务能力，专业的处理技巧三方面能力的培养。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">&nbsp;</span><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">一、<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-weight: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp;&nbsp;</span></span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">专业的服务意识</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">在我们之前的学习中有提到过，企业应首先树立以客户为中心的投诉服务管理理念。在企业的组织体系中，服务意识应扎根于每一位成员心中，尤其对于企业各层级领导服务意识更是不可或缺。在上下级之间，首先需要形成客户支持的行为模式，后台专业部门投诉处理人员应树立对前端客户服务人员专业的支撑服务意识，这样作为客户服务窗口的专家投诉处理人员，才能在面对客户时展现出更加专业的服务意识。</span><span style="color: black; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; letter-spacing: 2px;">&nbsp;</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">在投诉处理人员的素质能力中，专业的服务意识最为重要。如果一个投诉处理人员没有乐于助人，设身处地为客户排忧解难的意愿，很难想象投诉处理的结果能够让客户满意。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">&nbsp;</span><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">二、<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-weight: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp;&nbsp;</span></span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">专业的业务能力</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">作为客户服务窗口的专家投诉处理人员，需向客户展示更加专业的形象，因此必须具备比普通客服人员更加专业的业务能力。同时作为后台专业部门的投诉处理人员，更应具备扎实的业务能力，这样才能有效地解决客户的问题，并及时总结各类投诉问题的解决方案，适时向前端客户、客服人员和投诉处理人员进行专业的培训，不断提升前端客服人员及投诉处理人员的一站式解决问题的能力。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">&nbsp;</span><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">三、<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-weight: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp;&nbsp;</span></span></strong><strong style="letter-spacing: 1.8px;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">专业的处理技巧</span></strong></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">客户投诉处理过程中的核心思想是运用各种技巧争取客户满意。因此投诉处理人员除了具备专业的服务意识和业务能力外，还需要掌握专业的投诉处理技巧。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">投诉处理技巧能够灵活运用，需要具备多方面的综合素质，综合知识和能力，比如：</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">1.需要具备良好的沟通能力，善于运用语言技巧快速把握客户的心理；</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">2.需要具备一定的情绪管理能力，有效避免个人情绪的失控，并对情绪激动的客户能够做好安抚；</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">3.需要具备一定的法律法规知识，用来保护客户和企业的共同利益，不仅为客户提供满意的服务产品，还要适当对部分提出超过法律底线要求的客户进行培养教育。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">这一切都需要企业对投诉处理人员进行有针对性的培养。</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">&nbsp;</span></p><p style="line-height: 1.75em;"><span style="line-height: 25.5px; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">我们这几期介绍的就是以客户为中心的投诉服务管理体系构建设计的几个主要方面。当然在实际的投诉服务管理过程中，还涉及到投诉处理团队内部的质量、业务、排班等等的运营管理，我们到时候有机会再逐一为大家进行讲解。</span></p></section></section></section></section></section><section powered-by="xiumi.us" style="white-space: normal; margin: 0px; padding: 0px; color: rgb(51, 51, 51); max-width: 100%; box-sizing: border-box; font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; letter-spacing: 0.544px; background-color: rgb(255, 255, 255); text-align: center; line-height: 2; overflow-wrap: break-word !important;"><p style="margin-top: 0px; margin-bottom: 0px; padding: 0px; clear: both; max-width: 100%; box-sizing: border-box; min-height: 1em; overflow-wrap: break-word !important; text-align: center;"><span style="color: rgb(0, 0, 0);">想听Tonii老师的课程？</span></p><p style="margin-top: 0px; margin-bottom: 0px; padding: 0px; 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