信誉,是企业的生命;服务,是信誉的基石。 消费者对商品质量的认定,多数都是凭“牌子”的知名度、商品的荣誉称号、宣传媒介的传播,亲朋好友的推介等等,带有一定的盲从性。但对服务质量的认定,则是另一码事了。无论是售前服务还是售后服务,孰优孰劣,任何一个消费者都能凭亲切感受得出各自的结论。 好的服务质量,消费者会一传十,十传百……孬的服务质量,消费者同样会一传十,十传百……因此,有学者说“服 Reputation is the life of a company; service is the cornerstone of credibility. Most of the consumers’ determination of product quality is based on the popularity of “brand”, the honorary title of the product, the dissemination of the publicity media, the promotion of friends and family, and so on, with certain blindness. However, the determination of service quality is another matter. No matter whether it is pre-sale service or after-sales service, it is better for any consumer to come to their own conclusions with a kind feeling. With good service quality, consumers will spread ten, ten pass, one hundred, and so on. The quality of service will also make consumers pass the same ten, pass ten hundred... Therefore, some scholars say that