2022骞翠笂鍗婂勾鍟嗗嫏(w霉)鑻辫獮(y菙)涓礆(j铆)鍙ｈ│绶寸繏(x铆)椤岋細椤у婊挎剰搴�
鐎忚
鏀惰棌
鐐鸿畵澶у鍦ㄥ畨蹇冨倷鑰冪殑鍚屾檪(sh铆)涔熻兘婧�(zh菙n)纰虹嵅鐭ヨ€冭│鍫�(b脿o)鍚嶆檪(sh铆)闁撶瓑鐩搁棞(gu膩n)淇℃伅锛岀挵(hu谩n)鐞冪恫(w菐ng)鏍℃彁渚� 鍏嶈不(f猫i)闋�(y霉)绱勭煭淇℃彁閱�鏈嶅嫏(w霉)锛屼互鐭俊鐨勬柟寮忔彁鍓嶅憡鐭ュ悇浣嶈€冪敓2022骞翠笂鍗婂勾BEC鍟嗗嫏(w霉)鑻辫獮(y菙)鍫�(b脿o)鍚嶆檪(sh铆)闁撳強鑰冭│鏅�(sh铆)闁撶瓑淇℃伅锛屼互闃叉偍閷�(cu貌)閬�(gu貌)锛佺法杓帹钖︼細2022骞翠笂鍗婂勾鍟嗗嫏(w霉)鑻辫獮(y菙)涓礆(j铆)鍙ｈ│绶寸繏(x铆)椤屽尟绺�銆�
Obtaining customer feedback
鐛插彇椤у鐨勫弽楗嬫剰瑕�(ji脿n)
At a first step in boosting customer satisfaction, a company must compile feedback regarding its present performance.
鍔犲挤(qi谩ng)椤у婊挎剰搴︾殑绗竴姝ワ紝鏄叕鍙稿繀闋堟敹闆嗛¨瀹㈠皪(du矛)鍏徃鐝�(xi脿n)琛岄亱(y霉n)浣滅殑鍙嶉鎰忚(ji脿n)銆�
By understanding the differences between satisfied and dissatisfied customers, a company can learn how to retain customers, how to get more business from existing customers, and how to attract new customers.
鍏徃蹇呴爤瀛�(xu茅)鏈�(hu矛)鍗€(q奴)鍒嗘豢鎰忕殑椤у鍜屼笉婊挎剰鐨勯¨瀹紝閫欐ǎ鍏徃鎵嶈兘瀛�(xu茅)鏈�(hu矛)濡備綍鐣欎綇椤у锛屽浣曟摯(ku貌)澶у皪(du矛)鐝�(xi脿n)鏈夐¨瀹㈢殑妤�(y猫)鍕�(w霉)锛屽浣曞惛寮曟柊鐨勯¨瀹�銆�
This is often a challenging task, as it can be difficult to determine the best way to obtain and measure clients’ feedback.
閫欐槸涓€闋�(xi脿ng)瀵屾湁鎸戞埌(zh脿n)鎬х殑浠诲嫏(w霉)锛屽洜?y脿n)妤硅寛y姹哄畾浠€涔堟槸鐛插緱鍜岃⿻(p铆ng)瀹氶¨瀹㈠弽楗嬫剰瑕�(ji脿n)鐨勬渶濂芥柟娉�銆�
Most firms use reactive methods such as toll-free customer service telephone lines to monitor customer feedback.
瑷卞鍏徃浣跨敤鍙嶆噳(y墨ng)鎬х殑鏂规硶锛屽鍏嶈不(f猫i)闆昏┍鐔辩窔鏈嶅嫏(w霉)锛屼締(l谩i)鐩�(ji膩n)鎺ч¨瀹㈢殑鍙嶉鎰忚(ji脿n)銆�
Far fewer companies use proactive approaches—visiting clients, calling them, or sending out written surveys—to find out how satisfied their customers really are.
鑰屽緢灏戝叕鍙镐娇鐢ㄧ⿳妤典富鍕�(d貌ng)鐨勬柟娉�锛屽閫氶亷(gu貌)鎷滆í椤у銆佹墦闆昏┍绲﹂¨瀹㈡垨鑰呯櫦(f膩)绲﹂¨瀹㈡浉闈㈣(di脿o)鏌ュ晱(w猫n)鍗�锛屼締(l谩i)鐧�(f膩)鐝�(xi脿n)椤у鐪熸鐨勬豢鎰忓害銆�
A few companies may even go to the length of hiring mystery shoppers, professional who visit or call business posing as routine customers and evaluate services rendered.
鏈変簺鍏徃鐢氳嚦闆囧偔“绁炵璩�(g貌u)鐗╄€�”灏�(du矛)鍏徃鎵€鎻愪緵鐨勬湇鍕�(w霉)閫�(j矛n)琛岃⿻(p铆ng)浼�锛屾湁浜涚绉樿臣(g貌u)鐗╄€呮槸浣鎴愭棩甯搁¨瀹㈢殑灏堟キ(y猫)浜哄＋銆�
These appraisals are carried out to monitor employees, diagnose problems areas in customer service, and measure the impact of employee training.
閫�(j矛n)琛岄€欎簺瑭�(p铆ng)浼扮殑鐩殑鏄皪(du矛)鍝″伐閫�(j矛n)琛岀洠(ji膩n)鐫�锛岀櫦(f膩)鐝�(xi脿n)椤у鏈嶅嫏(w霉)闋�(l菒ng)鍩熷瓨鍦ㄧ殑鍟�(w猫n)椤屽苟灏�(du矛)鍝″伐鍩硅〒(x霉n)鐨勬晥鏋滈€�(j矛n)琛岃⿻(p铆ng)浼�銆�
Any method that makes it easier for customers to complain benefits a firm.
浠讳綍涓€绋兘璁撻¨瀹㈡柟渚挎姇瑷寸殑鏂规硶閮芥渻(hu矛)浣垮叕鍙告敹鐩娿€�
Customer complaint offer organizations the opportunity to overcome problems and prove commitments to service.
椤у鐨勬姇瑷寸郸鍏徃鎻愪緵浜嗘敼閫�(j矛n)鍜屾彁楂樻湇鍕�(w霉)鐨勬(j墨)鏈�(hu矛)銆�
Customers often have stronger commitments to a company after a conflict has been resolved than they would have if they had never complained at all.
椤у鑸囧叕鍙哥殑鐖�(zh膿ng)璀颁竴鏃﹁В姹�锛屼粬鍊戞渻(hu矛)姣旀湭鍚戝叕鍙告姇瑷翠箣鍓嶆洿鍔犲繝浜庤┎鍏徃銆�
Businesses benefit from trating complaints as welcome resource and opportunities to gain innovative ideas for improvement.
椤у鐨勬姳鎬ㄧ郸鍏徃鎻愪緵浜嗛€�(j矛n)琛屾敼閫�(j矛n)鐨勫壍(chu脿ng)鎰忎締(l谩i)婧愬拰姗�(j墨)鏈�(hu矛)锛屽叕鍙稿洜姝よ€屽緸涓彈鐩�銆�
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