以顾客为导向,力求满足顾客的需求和期望,追求顾客的满意和忠诚,已经成为企业自身追求的长远目标和竞争的主要手段。本文立足于顾客满意,从模型的设计原则开始,介绍了顾客抱怨处理能力评价模型,具体应用以及应用效果。 Customer-oriented, and strive to meet customer needs and expectations, the pursuit of customer satisfaction and loyalty, has become the pursuit of their own long-term goals and the main means of competition. Based on customer satisfaction, starting with the design principles of the model, this paper introduces the customer complaint handling capacity evaluation model, the specific application and the application effect.