SOTKOUMITEWAKARUKUREIMUTAIOUNOKIHONNDOUGAYUAURUERUTUKI (Japanese Edition)
SOTKOUMITEWAKARUKUREIMUTAIOUNOKIHONNDOUGAYUAURUERUTUKI (Japanese Edition)

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クレームは、お客様の期待と実情とのずれから生まれます。お客様の期待には、次の３つのレベルがあります。・やるべきことはきちんとできているはずだ・他と比べて劣らないものだろう・自分の理想にかなうものであってほしいクレームは、こうしたお客様の期待に反したから生まれたのです。基本的には、クレームは改善意見であり、より良い製品やサービスづくりのヒントとして活用できるありがたいものです。ただ、場合によってはお客様の誤解から生まれた苦情や、悪意のある言いがかり、理不尽な要求といったものもあります。本書は、クレーム対応の基本を身につけていただくための本です。本書で紹介している技法は、簡単に使えて、すぐに効果が実感できるものです。文章とイラスト、それを補う動画（YouTube限定公開へリンクするURLを貼付）によってテンポよく解説しており、スイスイ身につけることができます。ちなみに、動画のごく一部は本ページの著者フォロー（パソコン版）と著者のホームページ「ビジコミ力アップ講座」から見ていただけます。

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  • Released: July 12, 2020
  • Author: tanakayosiki
  • Rating: 5
  • Publisher: Ebook Store Group
  • Total Page: 209 pages
  • File Size: 921 KB
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