从一枚书签看客户服务意识
<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';">前几天订购的几本书都到手了，翻阅这几本书的时候发现一个很有趣的现象，中国青年出版社出版的几本书都有一枚书签，而其他几个出版社的都没有。对于我这种习惯使用书签的人来说感到非常的欣慰。通过这一枚小小的书签也可折射出其为客户服务的意识，一定要比客户想的更多。</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="FONT-FAMILY: ; mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';">“客户是上帝”这句提了多年的口，在当今这种买方市场的时代，越来越现出他的价值。只有真正的“想客户所想，急客户所急”，才能取得客户的满意和信任。</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><font face="Times New Roman"><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">为客户服务是为了让客户满意，对与客户满意度的划分有这么几个等级：</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;">1<span style="mso-tab-count: 1;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">努力挖掘客户潜在的需求，想在客户之前完成客户的要求</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="mso-tab-count: 1;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">非常满意</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;">2<span style="mso-tab-count: 1;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">对客户提出的需求能够按时完成且效果很好</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="mso-tab-count: 1;"></span><span style="mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">满意</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;">3<span style="mso-tab-count: 1;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">对客户提出的需求能够按时完成但效果不好</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="mso-tab-count: 1;">
</span><span style="mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">不太满意</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;">4<span style="mso-tab-count: 1;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">对客户提出的需求未能够按时完成</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="mso-tab-count: 1;"> </span><span style="mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">不满意</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;">5<span style="mso-tab-count: 1;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">拒绝客户提出的需求</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="mso-tab-count: 1;"> </span><span style="mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: 'Times New Roman'; mso-hansi-font-family: 'Times New Roman';">很不满意</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"></p></font></span><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"></p></span><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';">那么，我们目前处于哪个级别，以后应该怎么做？这是我们应该关注的。让客户</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: ;">100%</span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';">满意，好像很难，但如何让客户越来越满意呢？这就要求我们不断改进我们的工作，不断地提高我们的专业水平，在做好目前工作的基础上，能够通过挖掘客户潜在的需求，持续改进。</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p><span style="FONT-FAMILY: ;"> </span></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p><span style="FONT-FAMILY: ;"> </span></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p><span style="FONT-FAMILY: ;"> </span></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p><span style="FONT-FAMILY: ;"> </span></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><span style="FONT-FAMILY: ; mso-spacerun: yes;"> </span></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';">非命也</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 150%; mso-char-indent-count: 2.0;"><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: ;"><span style="mso-spacerun: yes;"> </span><chsdate year="2008" month="2" day="23" islunardate="False" isrocdate="False" wst="on">2008-02-23</chsdate></span><span style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%; FONT-FAMILY: 宋体; mso-ascii-font-family: ''; mso-hansi-font-family: '';">晚</span><span lang="EN-US" style="FONT-SIZE: 12pt; LINE-HEIGHT: 150%;"><p></p></span></p>
[此贴子已经被作者于2008-2-23 22:32:21编辑过] 虽然时隔多年，能看到也是一种缘分，顶一下是必须的
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