服務包括售前、shouzhongheshouhoufuwu，zhesangehuanjiejinjinxiangkou，qiyesanshoudouyaozhuaerqieyaosanshoudouyaoying。zhenduiqiyewangwanghuidanhuashouqianheshouhoufuwudexianzhuang，qiyeyingcongliangfangmiannuli
，jinyibuwanshanfuwutixi：

1、提供超值的服務和售後保障

作(zuo)為(wei)服(fu)務(wu)對(dui)象(xiang)的(de)客(ke)戶(hu)，總(zong)是(shi)在(zai)消(xiao)費(fei)服(fu)務(wu)中(zhong)憑(ping)個(ge)人(ren)的(de)滿(man)意(yi)度(du)來(lai)評(ping)價(jia)企(qi)業(ye)所(suo)提(ti)供(gong)的(de)服(fu)務(wu)質(zhi)量(liang)。額(e)外(wai)的(de)服(fu)務(wu)通(tong)常(chang)會(hui)給(gei)客(ke)戶(hu)超(chao)值(zhi)體(ti)驗(yan)
，往(wang)往(wang)能(neng)取(qu)得(de)客(ke)戶(hu)的(de)信(xin)賴(lai)
，使(shi)客(ke)戶(hu)更(geng)願(yuan)意(yi)購(gou)買(mai)產(chan)品(pin)
，最(zui)終(zhong)成(cheng)為(wei)企(qi)業(ye)的(de)忠(zhong)誠(cheng)客(ke)戶(hu)。“值”，kelijieweikehuqiwangzhi，namekehudeqiwangshicongnalilaidene？kehuzaigoumaishangpinshiyouhenduoqiwang，zhexieqiwangshijianlizaikehuguoquzuodejiaoyihuoleisidetiyanzhishang。zhexieqiwangyoushishizhunquelixingde
，youshiqueshiganxingde。kehufeichangkanzhongtamenzhenggegouwuguocheng
，erbushidandandizaigoumaiguochengzhong。suoyi，qiyetigongdefuwuyeyingbaokuozhenggegoumaiguocheng

，gongsixuyaotongguoduikehuleixingdeyanpan
，jinxingkehuqiwangzhidefenlei
，ranhougongsideyingxiaotixiyinggaizaimeiyigexijieshangshikehuganshoudaogongsidetitiexizhi，bingtongguocizuoweikehuzhongfugoumaideqiji。

在培養忠誠客戶這一目的來說，售後服務也是不可忽視的。“售後服務是業務的開端”
，公(gong)司(si)應(ying)該(gai)建(jian)立(li)相(xiang)對(dui)完(wan)善(shan)的(de)售(shou)後(hou)服(fu)務(wu)體(ti)係(xi)
，通(tong)過(guo)在(zai)網(wang)絡(luo)，電(dian)話(hua)等(deng)途(tu)徑(jing)，提(ti)供(gong)優(you)秀(xiu)的(de)售(shou)後(hou)服(fu)務(wu)，博(bo)得(de)客(ke)戶(hu)的(de)信(xin)任(ren)，並(bing)在(zai)信(xin)任(ren)的(de)基(ji)礎(chu)上(shang)更(geng)易(yi)於(yu)與(yu)客(ke)戶(hu)保(bao)持(chi)長(chang)久(jiu)的(de)業(ye)務(wu)關(guan)係(xi)，促(cu)使(shi)客(ke)戶(hu)重(zhong)複(fu)購(gou)買(mai)企(qi)業(ye)的(de)產(chan)品(pin)和(he)服(fu)務(wu)。當(dang)然(ran)公(gong)司(si)應(ying)該(gai)提(ti)升(sheng)售(shou)後(hou)服(fu)務(wu)部(bu)門(men)在(zai)公(gong)司(si)中(zhong)的(de)地(di)位(wei)，強(qiang)調(tiao)其(qi)價(jia)值(zhi)，不(bu)要(yao)讓(rang)售(shou)後(hou)服(fu)務(wu)成(cheng)為(wei)公(gong)司(si)業(ye)績(ji)發(fa)展(zhan)後(hou)的(de)瓶(ping)頸(jing)，應(ying)倒(dao)推(tui)來(lai)建(jian)製(zhi)自(zi)己(ji)的(de)營(ying)銷(xiao)體(ti)係(xi)。一(yi)流(liu)的(de)售(shou)後(hou)服(fu)務(wu)能(neng)為(wei)企(qi)業(ye)樹(shu)立(li)良(liang)好(hao)的(de)形(xing)象(xiang)，得(de)到(dao)客(ke)戶(hu)的(de)廣(guang)泛(fan)支(zhi)持(chi)和(he)認(ren)同(tong)
，而(er)企(qi)業(ye)最(zui)終(zhong)也(ye)從(cong)中(zhong)獲(huo)得(de)相(xiang)當(dang)大(da)的(de)收(shou)益(yi)。

2、正確
，及時地處理客戶的異議和投訴

客ke戶hu之zhi所suo以yi會hui產chan生sheng異yi議yi，客ke觀guan上shang講jiang是shi因yin為wei企qi業ye沒mei有you在zai關guan鍵jian時shi刻ke提ti供gong最zui正zheng確que的de服fu務wu，或huo企qi業ye提ti供gong的de服fu務wu客ke戶hu並bing不bu需xu要yao。而er一yi旦dan企qi業ye處chu理li不bu當dang
，客ke戶hu的de異yi議yi就jiu會hui上shang升sheng為wei怨yuan憤fen而er產chan生sheng投tou訴su。企qi業ye應ying該gai樹shu立li正zheng確que看kan待dai客ke戶hu異yi議yi和he投tou訴su的de觀guan念nian，即ji把ba異yi議yi和he投tou訴su看kan成cheng機ji會hui。因yin此ci，現xian代dai企qi業ye都dou應ying該gai把ba客ke戶hu異yi議yi和he投tou訴su視shi為wei不bu花hua錢qian的de信xin息xi源yuan
，不bu滿man意yi客ke戶hu視shi為wei企qi業ye珍zhen貴gui的de資zi源yuan。客ke戶hu的de異yi議yi和he投tou訴su首shou先xian反fan應ying的de是shi企qi業ye提ti供gong的de產chan品pin和he服fu務wu存cun在zai著zhe讓rang客ke戶hu不bu滿man意yi的de問wen題ti。如ru果guo企qi業ye對dui此ci不bu夠gou重zhong視shi，那na麼me企qi業ye的de產chan品pin和he服fu務wu的de銷xiao售shou勢shi必bi要yao受shou到dao影ying響xiang
；其qi次ci，客ke戶hu的de異yi議yi的de投tou訴su是shi企qi業ye建jian立li忠zhong誠cheng的de契qi機ji，可ke以yi使shi企qi業ye再zai次ci贏ying得de客ke戶hu的de機ji會hui。據ju統tong計ji
，那na些xie對dui投tou訴su結jie果guo感gan到dao完wan全quan滿man意yi的de投tou訴su中zhong有you再zai次ci購gou買mai不bu同tong種zhong類lei產chan品pin意yi圖tu的de占zhan69%-80%，而投訴沒有得到很圓滿解決的投訴中隻有17%-32%。處理客戶異議和投訴的方法有很多，但都必須參照這一原則，就是客戶始終是正確的。

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