用心服务文档可编辑修改.ppt

用心服务 The Heart of Service 顾客服务 Customer Service ? 了解顾客需求及期望 ? Understand customer need and expectation ? 根据顾客的期望来提供产品和服务 ? Deliver product and service base on customer expectation ? 帮助顾客解决他 ( 她 ) 们的问题 ? Helping customers to solve their problems 好的顾客服务不单单是满足顾客需求 , 而是要超 出顾客期望 !!! Good Customer Service are not only FULFILL but EXCEED customer Expectation !!! 什么是顾客满意度 ? What is Customers Satisfaction ? ? 找到新的方式来满足您的顾客 Finding new way to satisfied people that you served ? 为满足并超出顾客期望所做的努力 An effort to fulfill and exceed customer expectation and needs ? 做一些平常但有着不同寻常效果的事情 Doing something ordinary with extra ordinary result 顾客服务的金字塔 Service Pyramid 高兴的 Delighted 期望的 Expected 基本的 Basic 标准服务 目标 : 没有顾客投诉 Standard Service Target : No Customer Complain 提升服务 目标 : 顾客满意 Advance Service Target : Customer Satisfaction 衷心服务 目标 : 顾客忠诚 Loyal Service Target : Customer Loyalty 为什么顾客会流失 ? WHY CUSTOMER QUIT? ? 1% 死亡 Die ? 3% 搬家 Move Away ? 15% 竞争性原因 , 比如价格 Competitive Reason ex. Price ? 18% 对产品不满 Product Dissatisfaction ? 68% 员工的态度 不在乎 Attitude Indifference of an employee 真情时刻 MOMENTS OF TRUTH (MOT) ? 真情时刻是我们和我们的顾客直接接触的那一刻 MOT is the moments where we have direct contact with our customer, ? 这一时刻会产生我们需要去满足的顾客期望 This moment will create customer expectation for us to fulfill at that time; ? 同时顾客会给出他 ( 她 ) 们的认知 / 分数 Customer will give their perception/score at the same time. 真情时刻范例 : 零售店 Example MOT: Retail Store 停车 Parking their car 找手推车 / 购物篮 Looking for Trolley / Basket 进入卖场 Entrance the Store 在卖场内行走 Walking the Store 购买产品 Buying product 收银台结账 Cashier transaction 咨询我们的员工 Asking our staff 等候服务 Waiting for Service 从卖场离开 Exit from Store 从停车场离开 Exit from parking 进来的 IN 出去的 OUT 序号 NO 真情时刻 Moments of Truth (MOT) 顾客期望 Customer Expectation 1 停车 Parking their Car 有安全而又便利的停车场 Parking available, safe and convenience