不同类型客户的用电投诉心理分析和应对策略

摘要

Enterprise often encounter the complaints of customer,correctly handling the customer complaints can improve loyal-ty to the enterprise,but improper measure may stain the reputation of company.Article will divide electricity customers by gen-der and age standard into five types,furthermore analyzes their psychological needs and provide service strategy to each of them.%企业经营中经常遇到客户投诉的现象，正确处理客户的投诉，不但无损于企业形象，反而会提高客户的忠诚度，然而不当的投诉处理会使企业形象蒙尘。文章将电力客户按性别和年龄标准划分为五个类型，分析了不同类型客户的投诉心理特点并有针对性的提供处理策略，从心理学的角度讨论了投诉处理的原则。