如果从为顾客服务的全过程来看,企业处理顾客投诉应该是为顾客提供服务过程的“终端”。由于企业有效和高效地处理顾客投诉,不仅可以使顾客的投诉能够得到解决,而且也是把顾客的不满意转化为满意的一条重要途径。因此,处理顾客投诉,应该成为为顾客创造价值的另一个特殊领域,同时也应该成为增强顾客满意的最后一种有效手段。随着市场经济体制的建立,通过市场竞争的洗礼,我国企业的服务水平在近几十年里得到了很大的 If from the whole process of customer service point of view, business complaints customers should be dealing with customer service process “terminal ”. Because enterprises handle customer complaints effectively and efficiently, not only can the customer’s complaints be resolved, but also an important way to turn customer dissatisfaction into satisfaction. Therefore, dealing with customer complaints should be another special area that creates value for customers, and at the same time it should be the last effective means to enhance customer satisfaction. With the establishment of a market economy system and through the baptism of market competition, the service level of our country’s enterprises has gained a great deal in recent decades