互联网和信息技术在市场营销、产品及服务的管理上创造了一些全新的规则。 现在仅靠良好的客户服务或价值上的竞争而不注意价格是不能维持长期的客户关系的。服务质量主要遵循四个基本的原则: ——可靠性:及时准确的提供承诺服务的能力 ——惊喜服务:为客户提供一些令他们惊喜的额外服务 ——补偿服务:对出现的问题向客户道歉,并鼓励他们把不满说出来 ——公平服务:对每一个客户都公正地对待 要使客户成为一种产品或—家公司的忠实用户就必须建立良好的关系,这是客户服务的基础。也 The Internet and information technology have created entirely new rules in the management of marketing, products and services. Now long-term customer relationships can not be sustained by relying solely on good customer service or value competition without paying attention to prices. Quality of service follows four basic principles: - Reliability: The ability to provide committed services in a timely and accurate manner - Surprise service: Provide customers with additional services that surprise them - Compensation services: Apologies to customers for problems that arise And encourage them to voice their grievances - Fair Service: For each client to be fair to the customer to become a product or - loyal users of the home company must establish a good relationship, which is the basis of customer service. and also