《人人樂培訓(xùn)案例》

1、目錄?通用類案例..........................................................................1案例1：關(guān)于“晨光酸牛奶中有蒼蠅”的顧客投訴處理案例.....1案例2：關(guān)于華帝爐具燃爆引發(fā)的顧客投訴.................................2案例3：布猴風(fēng)波............................................

2、.................................4案例4：板油.....................................................................................5案例5：豆?jié){.....................................................................................6案例

3、6：考試.....................................................................................6案例7：促銷員私拆封裝，多加商品。.........................................6案例8：“不翼而飛”的影碟機(jī).....................................................7案例9

4、：搶可樂的“勇士”.............................................................8案例10：會(huì)縮水的金耳環(huán)...............................................................8案例11：游戲機(jī)幣換錢..............................................................

5、.....9案例12：“管理”人員...................................................................9案例13：就為一塊小毛巾...............................................................9案例14：計(jì)量秤的痛苦................................................

6、.................10案例15：好伙伴.............................................................................11案例16：小孩慘死商場(chǎng)母親痛不欲生.......................................12案例17：有問題的青菜.............................................

7、....................12?營(yíng)業(yè)類案例........................................................................14案例1：促銷與顧客.......................................................................14案例2：如此服務(wù)............................

8、...............................................14案例3：意見卡...............................................................................15案例4：你知道我在等你嗎？.......................................................16案例5：表揚(yáng)信......

9、.........................................................................16案例6：一把壞椅子.......................................................................17案例7：不愉快的購卡經(jīng)歷...................................................

10、........17案例8：買傘風(fēng)波...........................................................................18案例9：愉快的買鞋經(jīng)歷...............................................................19案例10：溫馨提示........................................

11、.................................19案例11：“有病”.........................................................................20案例12：一個(gè)紅酒袋子.................................................................20案例13：試衣事件..............

12、...........................................................21案例14：純正油與調(diào)和油.............................................................22案例15：“孩子摔傷”引發(fā)的投訴.............................................22案例16：購買“統(tǒng)一鮮橙多”.......

13、..............................................23案例17：早上八點(diǎn)來購物，下午四點(diǎn)還沒走.............................24案例18：熱心幫助顧客.................................................................25案例19：促銷員同顧客爭(zhēng)用購物車...........................

14、..................25案例20：熱水瓶的維修.................................................................26案例21：換不了的電飯煲.............................................................26案例22：還是人人樂的服務(wù)好.................................

15、....................27案例67：購買紙巾.........................................................................55案例68：亂丟的紙屑.....................................................................56案例69：“精耕細(xì)作”你做到了嗎？................

16、.........................56案例70：失敗的促銷.....................................................................57案例71：熱心的“芳鄰”.............................................................58案例72：“化干戈為玉帛”的語言藝術(shù)...................

17、..................58?收銀類案例........................................................................60案例1：收銀臺(tái)一幕.......................................................................60案例2：“刁蠻”的顧客...........................

18、....................................60案例3：不能用的優(yōu)惠卡...............................................................61案例4：不一樣的紅富士...............................................................62案例5：兩個(gè)老外......................

19、.....................................................62案例6：收銀員工作的失誤引發(fā)的顧客投訴...............................63案例7：尷尬遭遇...........................................................................64案例8：“誰偷走了我的東西？”.............

20、..................................64案例9：十元錢...............................................................................65案例10：“秀氣”的收銀員.........................................................66?防損類案例..................

21、......................................................68案例1：她為什么會(huì)哭...................................................................68案例2：雪糕...............................................................................

22、....68案例3：關(guān)于報(bào)警器誤報(bào)而引發(fā)的顧客投訴處理.......................69案例4：粗暴的防損員...................................................................70案例5：落淚的趙女士...................................................................71案例6：我們的好伙伴

23、...................................................................71案例7：要命的贈(zèng)品酒...................................................................72案例8：處亂不驚................................................................