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“售后服务”的出现是市场竞争所致,也是买方市场向卖方市场转变的必然结果。当某一产品发展到一定程度,各厂家制造技术相差无几时,“售后服务”往往成为厂商最后的王牌。因为许多售后服务是义务的,所以客户戏称之为“免费的午餐”。能将“免费的午餐”做得有滋有味的厂商并不多,毕竟,这种很花钱却又不见得见效快的举措尚没有到法定要求,售后服务目前仍由厂商自由把持尺度,于是偷工减料者有之,标新立异者有之,推诿扯皮之事也不鲜见;而将售后服务做好、做细的厂商最终感动了客户的心,也赢得了市场。向来把客户利益放在首位的沃尔沃便是不惜成本在售后服务上使足了力气、做细了文章这类厂商。
The appearance of “after-sales service” is caused by the market competition and also the inevitable result of the buyer’s market changing to the seller’s market. When a certain product development to a certain extent, the manufacturers manufacturing technology is almost the same time, “after-sales service” often become the trump card maker. Because many after-sales services are compulsory, the client calls it “free lunch.” After all, this very expensive but not necessarily effective measures have not yet reached the statutory requirements, after-sales service is still free to control the scale of the manufacturers, So cut corners workers have those unconventional, there are not uncommon push the buck wrap things; and the after-sales service to do fine manufacturers eventually touched the hearts of customers, but also won the market. Volvo has always put the interests of its clients in the first place is to spare no effort to make full use of after-sales service, so fine articles such manufacturers.