hnd客户服务文化构建【最新精选】

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1、客户服务文化构建一、概念的鉴定1.Theconceptofcustomers(客户的概念)Customeroriginallyreferredtopeoplewhopurchaseitemsofgoods,nowinterpretedastheconsumer.InternationalOrganizationforStandardization(ISO)thecustomerisdefinedas:acceptanceofproducts,organizationsorindividualsorjuridicalpe

2、rson(法人).2.Empowerment（授权）Empowermentreferstoparticipationbymakingworkersmorecontrolovertheirworkandincreasedecision-makingresponsibilityfortheoutcomeoftheworktoincreasethedegreeofworkerparticipationandcooperation.3.Customerretention(顾客维系)Refertocustomerswhomano

3、rganizationhasmanagedtoretainoveraperiodoftimecontinuallyreturningtopurchasetheorganization’sgoodsorservices.二、绘图1.Thebasicmodelofcommunication(信息交互的基本模型)2.Thefourkeyareaofcustomer’sservice(客户服务的四个基区)341.Draw“Top-Down”2.TheDissatisfaction,Satisfaction,DelightSpe

4、ctrumorContinuum(关于客户感受的连续)3.Strategicplanningmodel34一、简答题1.ThekindsofCustomerloyalty(顾客忠诚的不同类型)(1)monopolyloyalty垄断忠诚(2)inertialoyalty惰性忠诚(3)facilitateloyalty方便忠诚(4)priceloyalty价格忠诚(5)valueloyalty价值忠诚(6)encourageloyalty激励忠诚2.Howtocreatecustomercareculture（怎样构建客

5、户服务的文化）(1)Make‘customer–oriented’aspartofcompanyculture(2)Makesureemployeesunderstandthatimprovingcustomersatisfactionisapermanenttask,notad-hoc（特设的、专属的、点对点）policy.(3)Businessstrategymustbaseonimprovingcustomersatisfactionthoughsacrificeshort-termprofit.(4)Imple

6、menttop-downmanagement（实施自上而下的客户服务模式）34一、论述题1.Listdifferenttypesofquestionsandgivetheexplanations(简要列出提问的不同类型并加以解释)(1)Open:Allowreceivertodevelopananswer.(2)Closed:Shouldusuallybeusedtoestablishsinglefacts.(3)Multiple:Receiverismorelikelytorememberfirstorlastque

7、stion.(4)Leading:Questionswhichleadreceivertogivetheresponsetheythinkisbeingaskedforratherthananhonestanswer.(5)Probing:Pickinguponaresponsetoelicitfurtherinformation.(6)Reflective:Usedattimesofdifficultytoencouragefurthercommunication.(7)Hypothetical:Toseekfurt

8、herinformationonwhatcouldbeagreed.(8)Comparison:Usingsilencetoallowreceivertocollectthoughts.2.Thedifferencesbetweentopdownmanagementstyleandbottomupmanagementstyle（自