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刘备在临终时,总结自己一生的经验,告诫儿子刘禅:勿以善小而不为,勿以恶小而为之。把这种为人处事之道运用到企业为顾客服务上颇能于细微处见精神,反映出服务者的本质。下面两例可以让我们领略善小的大好处。一位陌生的顾客来到美国花旗银行,请求为他换一张崭新的100美元的钞票,说是为下午作为奖品用。银行职员愉快地答应了。他花了15分钟,打了两次电话,最后找到了这样一张新钞票,还把它放进一个小盒子里,并递上名片,上面写着:“谢谢您想到了我们的银行。”没想到,那位顾客很快又回来了。原来这一次他是要在这家银行开一个帐户。在以后的几个月中。
Liu Bei at the end of the day, summed up his life’s experience, warned his son Liu Zen: Do not be good and not small, not evil small. Applying such a man’s way of doing things to the service of the enterprise for customers can be seen in the spirit of subtlety, reflecting the essence of the service. The following two examples allow us to enjoy the great benefits of good fortune. An unfamiliar customer came to Citibank in the United States for a new $ 100 bill for him as a prizes for the afternoon. Bank staff happily agreed. He spent 15 minutes making two phone calls before finding such a new banknote, putting it in a small box and handing a business card with the words: “Thank you for thinking of our bank. ”Unexpectedly, the customer returned quickly. It turned out he would like to open an account with this bank this time. In the next few months.