论文部分内容阅读
有顾客,企业才能生存。一个企业要想在21世纪消费者占主导地位的市场竞争中超越对手,唯有做到“顾客满意”。在全球,惠普是第一家获得技术支持与服务方面ISO9002质量认证的公司。进入中国市场后,惠普最早成立的中国办事机构就是用户支持服务部。这两个本身并无多少关联的第一却说明了同样一个问题——惠普对客户服务的高度重视。惠普的服务,是硬件与软件的完美结合。固然,服务具有无形、软件等特性,但这决不意味着优质服务可以没有硬件支撑。相反,客户服务支持应该象许多计算机技术那样有一个工业标准。在机构设置方面,通过在中国十几年的努力经
With customers, businesses can survive. An enterprise wants to surpass its competitors in the market competition dominated by consumers in the 21st century, and only “customer satisfaction” can be achieved. In the world, Hewlett-Packard is the first company to obtain ISO9002 quality certification in technical support and service. After entering the Chinese market, Hewlett-Packard first set up the Chinese office is the customer support services. The first of these two, with little inherent relevance, illustrates the same issue - HP places a high priority on customer service. HP’s service is the perfect combination of hardware and software. Of course, the service has invisible, software and other features, but this in no way means that quality service can not have hardware support. Instead, customer service support should have an industry standard like many computer technologies. In institutional settings, through more than 10 years of hard work in China