課 程 概 述
Course Description

課程編碼
Course Code		中文課程名稱
Course Name (Chinese)		英文課程名稱
Course Name (English)		總學分數
Credits		總時數
Hours
3514012 行銷客訴處理 Processing of Customer Complaints and Claims 2.0 2
中文概述
Chinese Description 		近年來行銷客訴處理已漸受到紡織成衣業界之注目，因產品不良及服務之不當所引起問題，將使紡織公司遭受損失。由於客訴問題處理將建立起更有效的行銷系統，本課程包括如下內容： (1) 各種客訴內容。 (2) 客訴內容之分析。 (3) 如何採取立即措施。 (4) 採取對策以防止類似客訴再發生。 (5) 客訴資訊之利用。 (6) 建立回報系統以促進持續改善活動。
英文概述
English Description 		In recent years there has been a growing interest in the issues of processing of customer complaints and claims for the textile and clothing industries. It might not be pleasant for companies to have deficiencies in their products or services pointed by their customers. However, processing of customer complaints and claims constitutes positive action to create a better marketing system by learning a great deal from those problem. Therefore, the course covers: (1) The differences between complaint and claim. (2) Analysis of customer complaints and claims. (3) Immediate action regarding a claim. (4) Countermeasures for prevention of recurrence. (5) Utilization of information on complaints and claims. (6) Establishment of feed-back system to achieve continuous improvement.

備註：

  1. 本資料係由本校各教學單位、教務處課務組、進修部教務組、進修學院教務組及計網中心所共同提供！
  2. 若您對課程有任何問題，請洽各開課系所。