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Respect customers, understand customers, continue to provide products and services that exceed customer expectations, and be customers' eternal partners. This is the service concept we have always adhered to and advocated.
Every step
The first thing that comes to mind is that after the company has transformed from a seller's market to a buyer's market, consumers' consumption concepts have changed. In the face of numerous goods (or services), consumers are more willing to accept good quality goods (or services). The quality here not only refers to the inherent quality of the product, but also includes a series of factors such as product packaging quality and service quality. Therefore, it is necessary to meet the needs of consumers in many ways and to the greatest extent.
Research, design and improve services from the customer's (or consumer's) standpoint, not the company's standpoint.
Improve the service system, strengthen the pre-sale, in-sale and after-sale service, help customers to solve various problems in the use of goods in a timely manner, so that customers feel convenient.
We attach great importance to customer opinions, let customers participate in decision-making, and treat customer opinions as an important part of customer satisfaction.
Do everything possible to retain existing customers.
Establish all customer-oriented mechanisms. Among them, the establishment of various institutions, the reform of service processes, etc., must be based on customer needs, and a rapid response mechanism to customer opinions must be established.
The customer is always right
1. Customers are buyers of goods, not troublemakers;
2. Customers understand their needs and hobbies, which is precisely the information that enterprises need to collect;
3. Since customers have "consistency", a quarrel with the same customer is a quarrel with all customers.
Three elements of customer satisfaction
Product Satisfaction: Refers to customer satisfaction with product quality.
Service satisfaction: refers to a positive attitude of customers to the pre-sale, in-sale and after-sale services of the purchased products. No matter how perfect a commodity is, or how reasonable the price is, when it hits the market, it depends on service. "After-sales service creates long-term customers".
Corporate Image Satisfaction: Refers to the public's positive evaluation of the comprehensive strength and overall impression of the company.
