完整版客户满意度培训教材 PPT课件

兴。In general, satisfaction is a person’s feelings of pleasure or disappointment resulting paring a product’s perceived performance (or e) in relation to his or her expectationsР客户的期望值Customer expectations:?如果一个公司把期望值设的太高,那么客户更容易产生失望情绪If pany raise expectation too high, the buyer is likely to be disappointed?如果一个公司把期望值设的太低,那么就不足以吸引客户If pany sets expectation too low, it won’t attract enough buyersРJun 11,2004РVP Shanghai, Customer Support, James ZhangР内容Р1. 什么是客户满意 CS ConceptР3. 做最好的服务 Do Your BestР2. 客户满意的意义 The Importance of CSР4. 了解你的客户 Understand Your CustomerР5. 客户满意行为准则 CS GuidelineРJun 11,2004РVP Shanghai, Customer Support, James ZhangРWhy Customer Service?为什么要服务客户Р所以,在竞争越来越激烈的状况下,在产品日益供过于求的市场里,在商品本身的差异越来越小的情况下,我们唯有提供各种各样的服务,增加产品的附加值来满足顾客的需求,来挽留顾客。Р最符合自己想法的产品?最适合自己的产品?自己最喜欢的产品Р竞争带来的……