文档介绍：目录通用类案例.......................................................................1..案例1:关于“晨光酸牛奶中有苍蝇”的顾客投诉处理案例....1案例2:关于华帝炉具燃爆引发的顾客投诉.............................2案例3:布猴风波...................................................................4案例4:板油..........................................................................5案例5:豆浆..........................................................................6案例6:考试..........................................................................6案例7:促销员私拆封装,多加商品。....................................7案例8:“不翼而飞”的影碟机..............................................7案例9:抢可乐的“勇士”.....................................................8案例10:会缩水的金耳环.......................................................8案例11:游戏机币换钱..........................................................9案例12:“管理”人员..........................................................9案例13:就为一块小毛巾.....................................................10案例14:计量秤的痛苦........................................................10案例15:好伙伴....................................................................11案例16:小孩惨死商场母亲痛不欲生..................................12案例17:有问题的青菜........................................................12营业类案例.....................................................................1..4案例1:促销与顾客..............................................................14案例2:如此服务.................................................................14案例3:意见卡.....................................................................15案例4:你知道我在等你吗?................................................16案例5:表扬信.....................................................................16案例6:一把坏椅子..............................................................17案例7:不愉快的购卡经历...................................................17案例8:买伞风波.................................................................18案例9:愉快的买鞋经历.......................................................19案例10:温馨提示............................................................