当遭遇客户投诉时,有的企业把它视为客户的挑剔而置之不理:有的企业把它视为服务瑕疵,严格考核;有的企业把它视为客户反馈,照单全收。如何对待客户的投诉,从一个侧面反映出一个企业的服务观。英国航空公司原是一家国营企业,服务人员高高在上,客户看到的永远是他们的鼻孔。英航改制后,新任总裁把投诉当成改进服务的一个突破口。以前,旅客投诉要写投诉信寄过来。新总裁上任后,在每个机场的出口位置,都设立了英航投诉中心,里面有录像设备,旅客只需 When encountering customer complaints, some companies regard it as a customer’s picky and ignore it: Some companies regard it as a service flaw and rigorously evaluate it; some companies regard it as a customer feedback and receive a full receipt. How to treat customer complaints reflects one company’s service perspective from one side. British Airways was originally a state-owned company with high-level service personnel. Customers always see their nostrils. After the restructuring of British Airways, the new CEO treated the complaint as a breakthrough in improving services. Previously, passengers complained to write a letter of complaint and sent it over. After the new president took office, the British Airways Complaint Center was set up at the exit location of each airport. There are video equipment inside, and passengers need only