我们继续听录音来看下Sandy是如何处理顾客抱怨的。
Let’s continue listening to see how Sandy resolves the complaint.
通过服务行业中一个好的例子和坏的例子，我们要学习在很多行业中有用的技巧，无论你是处理内部顾客的抱怨还是外来顾客的抱怨。
By listening to a bad example and a good example of service practice, we'll be studying skills that are useful in any industry, no matter whether you are dealing with internal or external customers.
我同意。但是一个主管也要帮助解决团队内的冲突，还要处理顾客的抱怨。你总是把这些东西推给我。
I suppose. But a foreman also helps solve conflicts that arise within a team, and deals with customer complaints. You always pass those things on to me.
最后应用结构方程模型，分析了各个变量之间的关系，直观的显示了顾客抱怨处理与顾客满意度各个变量的关系。
In the end, this dissertation analyses the relationship of each variable with structural equation model, which shows the relationship between the complain treatment and satisfactory of clients.
研究发现感知公平的三个维度对顾客抱怨处理满意度均有直接的正向影响；
Results show that each of the three dimensions of perceived justice has a positive effect on the complaint satisfaction;
本文的研究主题是高档商务饭店顾客抱怨处理公平性与顾客行为意向的关系。
This thesis is about the relationship between justice of complaint-handling and customer behavioral intentions.
本文的研究主题是高档商务饭店顾客抱怨处理公平性与顾客行为意向的关系。
This thesis is about the relationship between justice of complaint-handling and customer behavioral intentions.
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