Satisfied with the serviceIt refers to the products before, during, after andproduct life cycle Service measures taken at different stages ofCustomer satisfaction。This is mainly because we can put ourselves in the customer's shoes at every link of the service process, so as to benefit and facilitate customers.
Chinese name
Satisfied with the service
development method
Training of service awareness
Survey methods
Comprehensive, typical and abstract inspection by object
Service consciousness can be gradually formed through training. As a kind of consciousness, it cannot be maintained by rules. It must be internalized in the staff's outlook on life and become a conscious thinking consciousness.
2. Establish complete service indicators
Service indicators are the behavioral standards for enterprises to provide all services to customers. Service awareness alone cannot guarantee satisfactory service. Enterprises should also establish a complete set of service indicators.As guidance and basis for service work.
3. Service satisfaction inspection
Whether the service provided by employees to customers is satisfactory must be investigated.
Survey methods
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1. Regular inspection and progressive inspection are carried out according to time.
2. According to the object, it can be divided into comprehensive, typical and abstract inspection.
3. It can be divided into direct inspection, interview inspection and questionnaire inspection.
Contents of investigation
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Review of employees' and customers' opinions
1. Behavior reinforcement of service satisfaction (praise, reward, participation, promotion)
2. Service satisfaction is mainly reflected in:
（1） Pre Sales: Visiting Competitors
1. Identify competitors
2. Access competitors
The product structure mainly promotes the price of products, auxiliary products and best-selling products. The number of visitors at ordinary times, the number of visitors per unit price, the number of visitors per holiday, and the number of visitors per unit price.The shopping environment of promotional activities and the way of goods display and hospitality find out the advantages of competitors and imitate them for their own use.
（2） In sales: When receiving customers, we should treat them as our friends and relatives with a sincere heart, and serve them warmly, so that they can achieve satisfaction!
（3） After sales: establish and improve customer files, establish complaint and suggestion system
Satisfaction basis
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Today, with the rapid increase of the uncertainty of the external environment of enterprises (market, policy, technology, personalized consumer demand, borderless competition, etc.) and the possibility of revolutionary technology appearing at any time, enterprises face the following business environment: personalized customer service;Rapid development of IT technology;Product life cycleShortening of;Price competition;Reorganization of circulation channels;Market saturation;Global standards, etc.With more customer needs, higher expectations, more knowledge, more centralized purchasing power, and more complex purchasing behavior, the challenges to marketing are mainly to find ways closer to customers and improve customer perceptionService satisfaction。The experience data of marketing tells us that 100 satisfied customers will bring 25 new customers. Every complaint received from a customer means that there are 20 more sympathetic customers. The cost of acquiring a new customer is five times the cost of maintaining a satisfied customer;60% of new customers come from the recommendation of existing customers, and 4% of dissatisfied customers will tell you their reasons for dissatisfaction and unhappiness;96% will turn around and leave, and 91% will not come again.If the customer's survival rate increases by 5%, the profit will increase by 70%;In the influencing factors of customers' purchase motivation, loyalty plans account for 22%;37% customer service;The product selection is 37%;40% is easy to return;1:25:8:1 in marketing means that serving a customer well will affect 25 people to have a desire to buy, 8 of whom will have a desire to buy, and 1 will have a purchase behavior.80% of profits are generated by 20% of customers.84% of the customers bought the brand without plan, and 92% of the customers decided to buy the brand in the store.It can be seen from the above that improving customer perceived service satisfaction is important for marketing. High satisfaction customer service is to anticipate customer needs in advance, provide solutions to customers before problems occur, provide services that make customers express great surprise, and make customers happy when receiving services.For customer satisfaction, one is to take customer expectations as the basis for decision-making.As Laval, the former vice president of Disney Company, once said: customer behavior and customer expectations determine the lifeblood of enterprise survival.Customer science is mainly to find out the key quality and value that determine the product (service) from the customer's eyes, and to study and measure how these quality and value affect customer behavior, so as to provide incentives for customers to visit again, and thus make profits.In the theme park of Disney Company, in order to "clean" and "clean", the company first lets employees keep picking up small paper scraps and garbage, so that customers can imitate and imitate, and second, the design of garbage cans is reasonable, and a garbage can is arranged every 25 steps, which effectively avoids customers' littering with paper scraps and garbage;The second is to think and act based on complete customer experience.From the contact with the product itself, to the interaction atmosphere with the enterprise, to the purchase of products, customers experience is formed in every link.Therefore, it is not enough for enterprises to just launch delicious hamburgers. They must also ensure that the whole process of preparing hamburgers meets customer needs, and also take into account the situation when customers buy goods. Customer satisfaction is accumulated by multiple MOTs (moment of truth);The third is to advocate service culture, and cultivate service culture through stories, legends, heroes, training and other measures.Dealing with the emotional cost of employees, when facing customers, employees regard themselves as actors on the stage, eliminate involuntary negative self-awareness, make employees pay extra, and pay attention to the surrounding space that can improve service at any time.
