目录前言............................................................................................................1一、客户满意度管理................................................................................................21.1客户满意度.....................................................................................................................21.2内部调查方法..................................................................................................................21.3外部调查方法..................................................................................................................41.4客户满意度管理..............................................................................................................6二、客户回访管理...................................................................................................72.1客户销售回访..................................................................................................................72.2客户维修回访..................................................................................................................92.3客户投诉管理................................................................................................................13三、客户关怀........................................................................................................183.1客户关怀方式................................................................................................................183.2客户关怀内容................................................................................................................18四、客户档案管理.................................................................................................194.1数据库建立标准程序.....................................................................................................194.2建立客户资料的原则.....................................................................................................204.3科学分类与建档............................................................................................................20五、附件...............................................................................................................21附件1：一般用户销售回访模板..........................................................................................21附件2：用户维修回访记录表.............................................................................................22附件3：新购车用户回访记录统计表..................................................................................23附件4：维修用户回访记录统计表......................................................................................24附件5：客户中心回访程序管理表......................................................................................25附件6：客户投诉记录表....................................................................................................26附件7：月份客户投诉处理统计月报表...............................................................................27附件8：重大投诉事件处理报告..........................................................................................28附件9：鹏奥汽贸客户关系中心__月报表...........................................................................29运营管理标准手册前言一.客户是鹏...
