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Methods for Finding Zeros in Polynomials
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Les réclamations clients
Posted on 2011-01-08
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More L'exigence de service s'impose aujourd'hui à toute entreprise et organisation. Sans service, à moins d'une offre unique ou révolutionnaire, le client préférera rapidement le concurrent. Toutes les entreprises aujourd'hui le savent et développent des stratégies clients. Mais il existe quelquefois "des ratés" qui engendrent des mécontentements. Inévitables ou pas, ils irritent fortement le client. Pire, ils attaquent le c?ur du capital d'une société, c'est-à-dire son image. C'est tout l'enjeu de la fidélisation des clients et de la différenciation par rapport au marché. Avec ce guide, Philippe Détrie veut sensibiliser le lecteur à l'importance de la gestion des réclamations clients et lui fournir des méthodes efficaces de traitement et de prévention. Il s'adresse non seulement à la personne responsable de la gestion des réclamations dans l'entreprise mais aussi à tous les salariés : tout travail étant susceptible d'erreur (donc de mécontentement), savoir gérer, accueillir, et mieux, attirer une réclamation devient un plus qui favorise la confiance et la personnalisation de la relation client. - Bien connaître tous les enjeux la gestion des réclamations. - Savoir identifier, analyser et traiter une réclamation client. - Savoir capitaliser l'expérience pour corriger et prévenir les réclamations. - Savoir répondre à une réclamation client par écrit et par oral
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