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li yong tou su chuang zao jia zhi guo hang gu fen zhong qing fen gong si chu li tou su gong zuo de wu da cuo shi
Author(s): 
Pages: 28-29
Year: Issue:  3
Journal: Air Transport & Business

Abstract: <正> 在许多人眼中,旅客投诉处理工作也许仅被定义为被动接受投诉和受理投诉的工作,处理投诉仅仅是航空公司在服务过程中出现问题时的补救过程。其实投诉处理也是航空公司服务的内容之一,不但可以实现公司与旅客之间的良性沟通,而且可以利用处理投诉的机会挽留、发现一些新的、潜在的客户,为公司创造新的价值。国航股份重庆分公司(以下简
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