商业银行的“客户投诉”管理  

Commercial Banks:Management of Consumer Complaints

作　　者：桑成好[1] 孙东川[1] 

机构地区：[1]华南理工大学工商管理学院,广州510640

出　　处：《济源职业技术学院学报》2002年第1期38-41,共4页Journal of Jiyuan Vocational and Technical College

摘　　要：金融市场的竞争日益激烈,使得金融产品及其品质不再是客户消费行为选择的主要标准,越来越多的客户更加看重的是商业银行能够提供的服务种类以及服务质量。商业银行在争夺客户资源的过程中,谁能做到加强与客户之间的沟通,及时了解客户抱怨,妥善处理客户的投诉,让客户满意和感动,维持客户的忠诚度,谁就能够取得竞争优势,在以后的竞争中立于不败之地。Along with the furious competition in the money market, financial products and their quality are no longer the top choice in customer consumption. More and more attention is paid to the kinds and quality of services that the commercial banks can provide. Therefore, the banks that can communicate with the customers, deal with the customer complaints in time, keep the customer satisfied and gain the customers loyalty, will be invincible in future competition.

关 键 词：商业银行 客户投诉 客户关系 

分 类 号：F830.33[经济管理—金融学]