论文部分内容阅读
Time is changed!“以前我们觉得只要把产品做好就可以了,客户买车主要看中的也是产品性能,但是现在不一样了。”一位国内知名商用车企业老总如是说。企业之间的竞争大致经历了三个阶段,一是产品本身的竞争,二是产品价格的竞争,现在企业之间的竞争已经进入了第三阶段,就是服务的竞争,靠优质的售前、售中、售后服务吸引和保持客户,提升企业服务水平,把握客户资源,是每个企业不可缺少的。无论是客户与企业联系,还是企业与客户联系,企业都应该向用户提供一种始终如一、积极的服务,让客户充分体验到他在企业业务中的重要地位,以及你对客户的忠诚和尽责。今后企业竞争优势的最大资源来自于企业对客户的关心程度和方式。在激烈的商业竞争中,客户服务质量是企业生存和发展的重要因素。对现代化的企业而言,为客户提供快速、高效、专业的服务,是赢得客户最重要的手段,也是企业在竞争中立于不败之地的重要保证。而客户服务热线作为企业的一个服务的窗口,从一个侧面反映了企业的服务水平,客户与企业的成交可能正是从服务热线这扇窗开始的。
Time is changed! “In the past, we thought that as long as we can do a good job of the product, the customer is the main fancy product to buy a car, but now it’s different.” A well-known domestic commercial vehicle CEO said. The competition among enterprises generally goes through three phases: one is the competition of the product itself and the other is the competition of the product price. Now the competition among enterprises has entered the third stage, that is, the competition of services, Sales, after-sales service to attract and retain customers, improve business services, grasp customer resources, is indispensable to each business. Whether the customer is in contact with the business or the business is in contact with the customer, the business should provide the user with a consistent and proactive service that allows the customer to fully experience his important position in the business and your loyalty and accountability to the client . In the future, the biggest resource for business competitive advantage comes from the degree and manner in which the company cares about customers. In the fierce commercial competition, customer service quality is an important factor in the survival and development of an enterprise. For modern enterprises, to provide customers with fast, efficient and professional service is the most important means to win customers, but also an important guarantee for enterprises in an invincible position in the competition. The customer service hotline as a service window of the enterprise, from one aspect reflects the level of enterprise services, customer and business transactions may be from the service hotline this window began.