“超值服务”中的“超值”是指超越顾客的期望值。它是指企业提供服务过程中,在满足顾客要求的基础上,要尽可能地超越顾客的期望值。这是企业提供顾客满意服务中一条最重要、最核心的准则。为什么要把超值服务作为《顾客满意服务准则》的第一条呢? “Value ” in “Value Services ” refers to exceeding customer expectations. It refers to the process of providing services to enterprises, on the basis of meeting customer requirements, as far as possible to exceed the expectations of customers. This is one of the most important and core criteria in providing customer satisfaction services. Why Value Service as the “Customer Satisfaction Guidelines” the first?