前不久,笔者在世界经理人论坛上读到《做好服务品质的15个C》一文,文中将顾客对服务的需求细分为1 5个方面,分别以英文字母“C”开头,对企业如何根据顾客的不同需求提供服务进行了详尽的阐述,很值得工程机械企业借鉴和学习。纵观国内工程机械行业,尽管企业对服务的认识与理解已形成共识,但是,很多企业的服务工作并没有落地生根,还停留在战略层面上,造成事实上 Not long ago, I read in the world manager forum “do a good job of service quality 15 C” article, the text of the customer service needs is subdivided into 15 aspects, respectively, the English letter “C” at the beginning of the enterprise How to provide services according to the different needs of customers carried out a detailed exposition, it is worth learning and engineering machinery companies. Throughout the domestic construction machinery industry, although the understanding of business services has reached a consensus, but many companies did not take root in the service work, but also remain at the strategic level, resulting in fact