棘手客户的六维画像、精准识别与妥善应对  

Six Dimensional Profiling,Precise Identification,and Appropriate Response of Difficult Customers

作　　者：谢冬冬 XIE Dong-dong(School of Economics and Management,Sichuan Vocational College of Chemical Technology,Luzhou,Sichuan 646300)

机构地区：[1]四川化工职业技术学院经济管理学院,四川泸州646300

出　　处：《江苏商论》2025年第4期19-27,共9页Jiangsu Commercial Forum

摘　　要：应对棘手客户事关客户服务工作成败,细分客户、识别客户并区别对待是基本应对思路,而精准刻画、有效分类和准确识别乃是推进研究的关键。本文基于棘手客户现象原因分析,提出棘手客户情感态度、信任程度、服务观念、情绪状态、内含能力和身心状态六维画像模型,确立对所有棘手客户画像和分类的通行处理办法。进而利用六维画像矩阵对棘手客户进行微观刻画、直观呈现和重新定义,然后提出六大维度棘手典型客观特征以便精准识别棘手客户类型。最后,确立服务无差错和控制、减少身心消耗的应对目标,从应对之道、应对之法、应对之术和应对措施四层次以及事前、事中和事后三阶段构建应对策略体系,实现系统化应对棘手客户挑战。Dealing with difficult customers is crucial to the success or failure of customer service work.Segmenting customers,identifying customers,and treating them differently are the basic coping strategies,while precise characterization,effective classification,and accurate identification are the key to advancing research.Based on the analysis of the causes of the phenomenon of difficult customers,this article proposes a six dimensional portrait model of difficult customers'emotional attitude,trust level,service concept,emotional state,internal ability,and physical and mental state,and establishes a common approach for handling all difficult customer portraits and classifications.Furthermore,the six dimensional portrait matrix is utilized to microscopically depict,visually present,and redefine difficult customers,and then six dimensions of typical objective features of difficult customers are proposed for accurate identification of difficult customer types.Finally,establish the response goals of error free service,control,and reduced physical and mental consumption,and construct a response strategy system from four levels of response methods,methods,techniques,and measures,as well as three stages before,during,and after the event,to achieve systematic response to difficult customer challenges.

关 键 词：棘手客户 客户画像 六维画像 模型精准识别 应对策略 

分 类 号：F242[经济管理—劳动经济] F71[经济管理—国民经济]