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t在一次“优质客户服务”研讨班上,有8年客户服务经验的林先生抱怨道“现在的客户服务太难做了,一方面客户期望值在不断提升,另一方面公司资源日趋紧缩,服务创造价值的空间越来越狭窄。”听闻此言,在场的服务经理们频频点头,表示赞同。 在接下来的讨论中,笔者与大家分享了关于客户服务的“价值=收益-成本”的见解。企业在服务客户的过程中,想要让客户感受到更大的价值,同时也为企业创造更多的价值,只有两个途径——提升收益和降低成本。
t In a “quality customer service” seminar, Mr. Lin, who has eight years of customer service experience complained that “the current customer service is too difficult to do, on the one hand, customer expectations continue to rise, on the other hand the company’s resources are tightening day by day, The space for service to create value is getting narrower. ”Hearing the remark, the service managers present nodded in agreement. In the ensuing discussion, I shared with you my insights on “value = revenue - cost” of customer service. Enterprises in the process of customer service, customers want to feel greater value, but also to create more value for the enterprise, there are only two ways - to enhance revenue and reduce costs.