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“售后服务”的出现是市场竞争所致,也是买方市场向卖方市场转变过程的必然结果。当某一产品发展到一定程度,产品制造技术相差无几时,“售后服务”往往是厂商主打的王牌,因为许多售后服务是义务的,所以客户戏称为“免费的午餐”。能将“免费的午餐”做得有滋有味的厂商并不多。毕竟,这种很能花钱却又不见得很快见效的举措尚无法定要求,售后服务目前仍由厂商自由把握尺度,于是偷工减料者有之,标新立异者有之,推诿扯皮之事屡发不鲜。而将售后服务做好、做细的厂商最终感动了客户的心也赢得了市场。向来把用户利益放在首位的沃尔沃便是不惜成本在售后服务上使足了力气、做细了文章的厂商。
The appearance of “after-sales service” is caused by the market competition and also the inevitable result of the buyer’s market changing process to the seller’s market. When a certain product develops to a certain extent, the manufacturing technology of the product is almost the same, “after-sales service” is often the flagship brand of the manufacturer, because many after-sales services are compulsory, so the client calls “free lunch.” There are not many vendors that can make the “free lunch” savory. After all, this very expensive but not necessarily quick results measures are not yet legal requirements, after-sales service is still free to grasp the scale of the manufacturers, so cut corners, those who have nothing new, repeated buckwheat issue repeated fresh. The after-sales service to do a good job, so thin manufacturers eventually touched the hearts of customers also won the market. Volvo has always put the interests of users in the first place is to spare no effort to make full use of after-sales service, so thin article manufacturers.