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Dealing with unhappy customers

Dealing with unhappy customers


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About the Book

کتاب حاوی 5 فصل است. فصل اول، تعریفهایی دارد از مشتری کیست؟ مشتری شاکی چگونه رفتار می-کند؟ و چرا باید با افراد شاکی، ارتباط مؤثری برقرار کرد؟

فصل دوم، حاوی 12 پرسشنامه است که پاسخنامه دارد. هر شخص علاقه-مند می-تواند این پرسشنامه-ها را تکمیل کند. پس از آن، با دیدن پاسخنامه، نمره-ی خودش را محاسبه کند. پرسشنامه-ها میزان مهارت فرد را نشان می-دهد که تا چه حد قدرت ارتباطی دارد، تا چه میزان گوش شنوا دارد؟ درونگرا است یا برونگرا؟ تا چه حد پرخاشگر است؟ هوش اجتماعی و هوش هیجانی او چه میزان است و... .

فصل سوم، 14 مشتری شاکی را شناسایی و معرفی کرده است؛ از مشتری شاکی دل-شکسته گرفته تا مشتری شاکی چانه-زن و قیمت-شکن، مشتری شاکی پرحرف و پرقیل-وقال تا مشتری شاکی دروغگو، یا مشتری شاکی منصف و با وجدان.

در این کتاب می-آموزیم که "مشتری شاکی" یک فرصت طلایی است برای بالندگی شرکتها و ارتقای محصول و برند شرکتها؛ اگر شرکتها برای شنیدن "صدای مشتری شاکی" گوش شنوایی داشته باشند، و پس از آن، پاسخ مورد انتظار داده شود.

فصل پایانی کتاب، پیشنهادهایی است که بتوانیم قبل از همه، خودمان را بهتر ارزیابی کنیم، طبقه-بندی دقیقی از مشتریان شاکی داشته باشیم، با دریافت شکایت مشتری، رفتار متقابل داشته باشیم تا به خشنودی مشتری بینجامد. در غیراین-صورت، مشتریان شاکی، آنچنان رفتاری را در "بازار" به راه می-اندازند که به حذف محصول، برند، و شرکتها می-انجامد. بقا و فنای شرکتها به مشتریان شاکی وابسته است و نه هواداران سینه-چاک!


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Product Details
  • ISBN-13: 9781989880050
  • Publisher: Kidsocado
  • Publisher Imprint: Kidsocado
  • Height: 234 mm
  • No of Pages: 276
  • Spine Width: 15 mm
  • Weight: 440 gr
  • ISBN-10: 1989880053
  • Publisher Date: 10 May 2020
  • Binding: Paperback
  • Language: Persian
  • Returnable: N
  • Sub Title: مشتریان شاکی
  • Width: 156 mm


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