[原创]从信用卡欠款谈起
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 22pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">前几天，收到短信说我的信用卡欠款，除了要还相应的消费款外，还有要交一部分滞纳金和利息费。想起我早已在银行柜台办理过信用卡和借记卡关联自动还款业务，而且被告知关联成功，比较疑惑。于是打客服电话，客服人员竟然说我并没有自动还款，也没用自动关联的借记卡。无奈之余，去了当时办业务的银行网点。之前听朋友说这样小的事情银行一般不会去关心的。可是到了银行，大堂经理毫不犹豫、很热情地帮我找到相应的业务负责人，耐心地帮我查找原因，证实了我的确办理过自动还款业务，并对她们的工作疏忽表示道歉。当时我就会觉得他们的客户服务意识不错，我也很痛快地交了滞纳金和利息费，等待下次还款时再免除。如果不是因为她们良好的客户服务意识，我可能就不会很情愿地先交钱。 </span></p><p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 22pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">这使我突然想起这样一句话：“彩电都有影，冰箱都制冷，电脑自己装，买什么都不用等……”这反映出了当前的一种市场状态<font size="3"><span lang="EN-US" XML:LANG="EN-US">——</span>激烈的市场竞争、卖方市场转向买方市场、产品高度同质化。事实的确如此，当今激烈的市场竞争使得企业的生存日益艰难，企业若想长久生存下去，就必须围着顾客转。</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; TEXT-INDENT: 24pt; LINE-HEIGHT: 22pt; mso-char-indent-count: 2.0; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">在这样的商业环境之下，服务的价值鲜明地凸显出来。对企业来说，服务成了突出重围的重要途径；对顾客来说，客户服务成了衡量一个企业是否值得追随的重要标准。</span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">研究表明：</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l0="l0"level1="level1"lfo1"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static5.photo.sina.com.cn/bmiddle/5f56d58ft78742c592c94&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"><wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">在一个行业当中，公司的产品优势在硬件方面占<font size="3"><span lang="EN-US" XML:LANG="EN-US">5%</span>，且容易被“抄”和“超”；其他的优势在软件，不容易被“抄”和“超”，而在所有软件里面，服务是产生差异的主要手段。</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l0="l0"level1="level1"lfo1"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static5.photo.sina.com.cn/bmiddle/5f56d58ft78742c592c94&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">服务的质量是整体产品的重要特征和不可分割的部分，也是决定购买和重复购买的主要原因。</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l0="l0"level1="level1"lfo1"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static5.photo.sina.com.cn/bmiddle/5f56d58ft78742c592c94&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">只有客户满意的公司才会在服务经济社会里取得成功，才能得以生存，否则就会失败，甚至破产。</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><font size="3"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体" XML:LANG="EN-US"><span style="mso-spacerun: yes"> <wbr></span> <span style="mso-spacerun: yes"> <wbr> <wbr></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">海尔正是因为领先众多企业意识到今日市场之争的主流应该是服务之争，提出“留下海尔的真诚<span lang="EN-US" XML:LANG="EN-US">——</span>真诚到永远；带走用户的烦恼<span lang="EN-US" XML:LANG="EN-US">——</span>烦恼到零”的服务理念，才使它成为中国企业的领头羊，成为众多企业学习的榜样。同时，也正因为它的这种优质服务意识，使它打开了国际市场，在海外也赢得了自己的一席之地。</span></font></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><font size="3"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">什么样的行为体现了客户服务意识呢？ </p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l1="l1"level1="level1"lfo2"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><wbr><wbr><wbr><wbr><wbr></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> 优先考虑客户的利益</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l1="l1"level1="level1"lfo2"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">设法了解客户的需求</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l1="l1"level1="level1"lfo2"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">主动采取提高客户满意度的行动</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l1="l1"level1="level1"lfo2"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">与客户建立密切的联系</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l1="l1"level1="level1"lfo2"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">跟踪客户对服务的评价</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l1="l1"level1="level1"lfo2"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体">积极改进客户不满意的因素<br/></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>如何评价客户导向的高低、客户服务意识的优劣呢？从大的方面来讲，可从以下几个角度和等级来评价：</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l2="l2"level1="level1"lfo3"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-hansi-font-family: 宋体">关注客户需求：关注客户的需求，关心客户需要什么</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">1.</span> 很少考虑到客户的需求，客户意识有所欠缺</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">2.</span> 对客户真正想要什么关注的不够，客户意识有待加强</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">3.</span> 关注客户需求，从客户需要什么的角度着手开展工作</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">4.</span> 客户意识较强，能够站在客户立场确认客户的需求</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l2="l2"level1="level1"lfo3"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr></span></span></span> <span style="FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-hansi-font-family: 宋体">理解客户：理解客户的困难，为客户考虑</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">1.</span> 很少关注客户的困难，客户对工作的认可度不够</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">2.</span> 不善于进行换位思考理解客户的难处，客户意识有待加强</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">3.</span> 能够帮助客户解决一些实际的困难，为客户出谋划策</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">4.</span> 客户意识较强，以帮助客户解决实际困难为工作的出发点</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt="0pt"21pt; TEXT-INDENT: -21pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly; tab-stops: list="list"21.0pt; mso-list: l2="l2"level1="level1"lfo3"><span lang="EN-US" style="FONT-SIZE: 12pt; FONT-FAMILY: Wingdings; mso-bidi-font-family: Wingdings; mso-fareast-font-family: Wingdings" XML:LANG="EN-US"><span style="mso-list: ignore"><font face="Wingdings" size="3"><img style="MAx-WiDTH: 500px" src="http://static15.photo.sina.com.cn/bmiddle/5f56d58ft78742eea1efe&690"/></font><span style="FONT: 7pt="7pt"'Times new="new"roman'"> <wbr> <wbr> <wbr> <wbr> <wbr></span></span></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 黑体; mso-hansi-font-family: 宋体">满足客户需求：全心为客户服务，满足客户的需求</span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">1.</span> 对客户的需求把握不准，难以满足客户的真正需要</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">2.</span> 满足客户需求所付出的努力不够，全心服务客户的意识有待加强</font></span></p>
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly"><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">3.</span> 能够采取针对性的措施和办法去满足客户的需要，为客户带来利益<br/></font></span><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 'Times new="new"roman'; mso-font-kerning: 1.0pt; mso-ansi-language: en-Us; mso-fareast-language: ZH-Cn; mso-bidi-language: Ar-sA"> <wbr>等级<font size="3"><span lang="EN-US" XML:LANG="EN-US">4.</span> 全力地为客户服务，愿意为满足客户的需求付出额外的努力</font></span></p><span style="FONT-SIZE: 12pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 'Times new="new"roman'; mso-font-kerning: 1.0pt; mso-ansi-language: en-Us; mso-fareast-language: ZH-Cn; mso-bidi-language: Ar-sA"><font size="3">
<p style="MARGIN: 0cm="0cm"0cm="0cm"0pt; LINE-HEIGHT: 22pt; mso-line-height-rule: exactly" align="right"><br/><font face="楷体_GB2312">智鼎公司 褚云美</font></font></span></p></span></font> <p><font face="楷体_GB2312" size="3"> <font size="4"> 近年来,在国内客户满意度调查开始得到了普遍重视，特别是服务性行业的客户满意度调查已经成为企业发现问题、改进服务的重要手段之一。但是客户满意度比较适用于激烈竞争的服务性行业或企业，如银行业、证券业、保险业、电信业、IT等。那是因为客户满意度与银行、证劵、保险财务业绩紧密相关，提升客户满意度有助企业提升服务质量、服务水平，所以成为这些行业在市场竞争中制胜的关键。这些行业也才会重视客户服务这一工作的,但是他们的工作还是有待改进，尤其是银行跟电信。</font><br/> </font></p>
[此贴子已经被作者于2009-12-14 9:52:53编辑过]
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