Study on Enterprises Quick Reaction Mechanism Based on Customer Complaint

摘要：

The theory of customer complaint management is reviewed in this paper firstly, it points out that the study on enterprises quick reaction mechanism to customer complaint is weak correspondingly. On the basis of this analysis, this paper constructs enterprises quick reaction mechanism based on customer complaint, taking mobile phone enterprise for example. Finally, process management of this mechanism is standardized.

关键词： customer complaint complaint channel call center CTI quick reaction mechanism

作者: BAI Jianlei XIN Deqiang

作者单位: School of Business Administration, Shandong Institute of Business and Technology, Yantai,P.R.China, 264005

会议类型: 国际会议

会议名称: The 3rd International Institute of Statistics & Management Engineering Symposium(2010 国际统计与管理工程研讨会 IISMES)

会议地点: 威海

会议语种:英文

页码: 467-472

在线出版日期: 2010-07-24（万方平台首次上网日期，不代表论文的发表时间）