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    2. 歡迎訪問杭州宙斯寵物用品有限公司!

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      服務理念

      服務理念

      • 分類:關于我們
      • 發布時間:2020-08-14 00:00:00
      • 訪問量:0
      概要:
      概要:
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             尊重客戶,理解客戶,持續提供超越客戶期望的產品與服務,做客戶們永遠的伙伴。這是我們一直堅持和倡導的服務理念。

      Service Concept: Respect Customers, Understand Customers, Provide Excellent Products and Service Exceeding Customer Expectation, Eternal Partner .

       

        一、每走一步,首先想到的是顧客在企業由賣方市場轉變為買方市場后,消費者的消費觀念產生了變化。面對眾多的商品(或服務),消費者更樂于接受質量好的商品(或服務)。這里的質量不僅僅指產品的內在質量,還包括產品的包裝質量、服務質量等一系列因素。因此必須全面地、最大限度地滿足消費者的需求?!髴驹陬櫩停ɑ蛳M者)的立場,而不是站在公司的立場上去研究、設計和改進服務。

        1.完善服務系統,加強售前、售中、售后服務,對顧客在使用商品中出現的各種問題及時幫助解決,使顧客感到極大方便。

        2.高度重視顧客意見,讓客戶參與決策,把處理客戶的意見作為使顧客滿意的重要一環。千方百計留住已有顧客。

        3.建立一切以顧客為中心的機制。其中各個機構的設立、服務流程的變革等等,都要以顧客需求為中心,對顧客意見建立快速反應機制。

        二、顧客永遠是對的

        1.顧客是商品的購買者,不是麻煩制造者;

        2.顧客最了解自己的需求、愛好,這恰恰是企業需要搜集的信息;

        3.由于顧客有“天然一致性”,同一顧客爭吵就是同所有顧客爭吵。

        三、顧客滿意三要素:

        1.商品滿意:指顧客對商品品質的滿意。

        2.服務滿意:指顧客對所購商品售前、售中、售后服務的一種肯定態度。無論商品多么完善,價格多么合理,當它見諸于市場時,都必須依賴服務。“售后服務制造永久顧客”

        3.企業形象滿意:指社會公眾對企業綜合實力和總體印象的肯定評價

      I. As the sellers’ market turns into the buyers’ market, the consumption concept changes. The consumers are more willing to accept the commodities (or service) with higher quality. The quality refers to the inner quality, packaging quality and service quality. It is required to meet consumer needs to the greatest extent in an all-around way. We should be engaged in research, design and improvement of service from the viewpoint of customers (or consumers) rather than the company. 

        1. Improve the service system, strengthen pre-sales, sales and after-sales service, help customers to solve various problems, and the convenient service is available; 

        2. Pay high attention to customer opinions, customers participate in decision-making, and the customer opinions are taken as one of the important links for realizing customer satisfaction. Make every effort to keep old customers; 

        3. The customer-centered mechanism is established. We focus on customer demands in the aspect of the establishment of organization and change of service process. The rapid response mechanism for customer opinion is established.

      II. The customer is always right 

        1. The customer is the buyer rather than a trouble maker;

        2. The customers know their own needs and interests, which is the information needed by the enterprise; 

        3. Due to the “natural consistency” of customers, to quarrel with one customer is to quarrel with all customers. 

      III. Three Elements of Customer Satisfaction: 

        1. Commodity Satisfaction: The customer is satisfied with commodity quality; 

        2. Service Satisfaction: The pre-sales, sales and after-sales service win recognition of customers. Regardless of perfect commodity and reasonable price, the commodity depends on service. “The after-sales service makes eternal customers”. 

        3. Enterprise Image Satisfaction: The comprehensive strength and overall image win recognition of the public. 

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