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前言管理学大师汤姆·彼得斯曾说过,“一切价值都由专业的服务创造……”。据有关调查显示,造成顾客重复购买的因素及其所占比例为:产品质量因素占15%,产品价格因素占15名,服务条款因素占20%,服务质量因素占49%,其他1%为不确定因素。由此可以看出,造成重复购买的主要因素并非产品或价格问题,而是与服务的某些方面有关,这个比例甚至高达七成以上。服务的重要性可见一斑。说起服务,有一个从日本回来的朋友告诉笔者,在日本,如果你的计算机出了什么问题,无论是硬件的问题还是软件问题。厂商都会十分热情地为你解决,先是有专业的服务人员与你电话沟通,详细地了解故障,然后告诉你解决办法,如果经过电话沟通不能使你满意,对方很快会安排技求服务人员上门为你服务,而且因为日本许多公司都有着非常完善的服务网点,因此,一般情况下,十分钟左右服务人员
Introduction Tom Peters, a guru in management, once said that “everything is created by professional service ...”. According to the survey, the factors causing the repeat purchase of customers are as follows: product quality factor 15%, product price factor 15, service terms 20%, service quality factor 49%, other 1% Uncertainties. From this we can see that the main factor causing repeat purchases is not the product or price issue, but rather some aspects of the service, which is as high as 70% or above. The importance of service is evident. Speaking of service, a friend who came back from Japan told me that in Japan, if your computer has any problems, no matter if it is a hardware problem or a software problem. Manufacturers will be very enthusiastic for you to solve, first of all have a professional service staff to communicate with your phone, a detailed understanding of failure, and then tell you the solution, if the telephone communication can not make you satisfied, the other side will soon arrange for technical staff to come For your service, and because many Japanese companies have a very good service network, therefore, under normal circumstances, about ten minutes service staff