近年来企业遇到的投诉问题正呈高发趋势,特别是名优企业更因为屡被投诉而成为社会关注的焦点。其实,没有不能处理的投诉,只有不会处理的投诉。一、企业自律行为,是避免或降低投诉的主要途径投诉与非正常投诉的产生是内外因素相互作用的结果,而内因往往是起决定性作用的。因此,必须针对有可能产生投诉及投诉危机的各种内部隐患,从源 In recent years, the problems encountered by enterprises are facing a high incidence of complaints. In particular, famous enterprises are often the focus of public concern because of repeated complaints. In fact, there are no complaints that can not be handled but only complaints that can not be handled. I. Self-discipline of enterprises is the main way to avoid or reduce complaints Complaints and abnormal complaints are the result of the interaction between internal and external factors, and internal factors are often decisive. Therefore, we must address the potential for complaints and complaints of various internal risks from the source