杭州萬隆光電設(shè)備有限公司顧客滿意度

杭州萬隆光電設(shè)備顧客滿意度研究摘要：21世紀(jì)的競(jìng)爭(zhēng)是服務(wù)競(jìng)爭(zhēng)，是基于顧客滿意的服務(wù)競(jìng)爭(zhēng)，任何企業(yè)都不能忽視服務(wù)浪潮的沖擊。企業(yè)的流程始于顧客的需要，終于顧客的滿意。從根本上說，企業(yè)存在的目的就是滿足顧客的需要；從競(jìng)爭(zhēng)的意義上講，讓顧客滿意，是現(xiàn)代企業(yè)迎接挑戰(zhàn)，銳意進(jìn)取的基礎(chǔ)和前提。誰了解顧客的期望，及時(shí)掌握顧客的滿意程度，以最有效的途徑滿足和超越顧客期望，獲得顧客忠誠(chéng)，誰就會(huì)立于不敗之地。本文在顧客滿意相關(guān)理論的基礎(chǔ)上，對(duì)杭州萬隆光電設(shè)備顧客滿意度進(jìn)行了研究，指出了公司目前存在的主要問題，并確定測(cè)評(píng)方法和構(gòu)建了公司顧客滿意度測(cè)評(píng)指標(biāo)體系，運(yùn)用層次分析法對(duì)杭州萬隆光電設(shè)備顧客滿意度進(jìn)行了測(cè)評(píng)分析，提出了進(jìn)一步改善公司顧客滿意度的對(duì)策與具體改進(jìn)措施，以期不斷增強(qiáng)其綜合競(jìng)爭(zhēng)力。關(guān)鍵詞：顧客滿意度；測(cè)評(píng)指標(biāo)體系；層次分析法；改善對(duì)策Hangzhou

Prevail

Optoelectronic

Equipment

Co.LtdCustomerSatisfactionStudyABSTRACT：Competitioninthe21stcenturyisthatbasedoncustomersatisfaction.Anyenterprisecannotignoretheservicecompetition.Theythink.Customerdemandisthegoal,customersatisfactionisthepurpose.Satisfiesthecustomerdemandisenterprise'sunceasingprogresspower.Infaceofthechallenge,enterprisewillkeepontakingtherequirementsandsatisfactionoftheclientsasitsdrivetomakeincessantprogress.Whounderstandcustomerexpectations,tograspthelevelofcustomersatisfaction,themosteffectivewaytomeetandexceedcustomerexpectations,accesstocustomerloyalty,whowillbeinvincible.Thearticle,onthebasisofthetheoryofcustomersatisfaction，HangzhouPrevailOptoelectronicEquipmentCo.,Ltd.,thestudyofcustomersatisfaction,thatthecompany'scurrentmajorproblemsandtoidentifyassessmentmethodsandbuildthecompany'sCustomerSatisfactionEvaluationSystem,andmeasuredthedegreeofcustomersatisfactiononHangzhouPrevailOptoelectronicEquipmentCo.,Ltd.bythemethodofAHP，accordingtothemeasurementresult,proposedfurtherthecorrespondingcountermeasuresandspecificimprovementmeasures,withaviewtostrengtheningitscomprehensivecompetitiveabilitycontinuously.Keywords:customersatisfaction;Evaluationindexsystem;Analytichierarchyprocess(ahp);Improvementcountermeasures目錄址摘樸要嗎Ⅰ莫AB離ST躲RA啞CT以Ⅱ昨第基1準(zhǔn)章害緒腐論交貨與服務(wù)組內(nèi)指標(biāo)滿意度指數(shù)對(duì)比圖0.1450.150.155交貨與服務(wù)組內(nèi)指標(biāo)滿意度指數(shù)對(duì)比圖0.1450.150.1550.160.1650.170.1750.18交貨可靠性交貨速度服務(wù)網(wǎng)點(diǎn)的設(shè)置服務(wù)的有效性顧客反饋意見、投訴處理服務(wù)人員態(tài)度組內(nèi)二級(jí)指標(biāo)滿意度指數(shù)2.90003.00003.10003.20003.30003.40003.50003.6000系列2系列1昂圖3畏-6繳留交貨蹲與服須務(wù)組姑內(nèi)指腐標(biāo)滿總意度悟指數(shù)婦對(duì)比兩圖鉛圖3若-7菌汗銷售晉表現(xiàn)辛組內(nèi)浮指標(biāo)負(fù)滿意害度指濫數(shù)對(duì)展比圖帆表雖3-豎15壓結(jié)囑構(gòu)變預(yù)量?jī)?nèi)已部加炭權(quán)滿響意度夠計(jì)算一級(jí)指標(biāo)二級(jí)指標(biāo)顧客期望平均值一級(jí)指標(biāo)組內(nèi)權(quán)重組內(nèi)加權(quán)滿意度一級(jí)指標(biāo)加權(quán)滿意度產(chǎn)品質(zhì)量與功能X13.41940.095300.325853.57955X23.51610.466851.64149X33.87100.277591.07455X43.35480.160270.53766價(jià)格X53.22580.648042.090453.24222X62.93550.122170.35863X73.45160.229790.79314企業(yè)形象X83.58060.527661.889333.49543X93.41940.332561.13715X103.35480.139790.46895交貨與服務(wù)X113.51610.261850.920683.43419X123.38710.101200.34278X133.41940.043900.15013X143.38710.370311.25426X153.54840.160650.57005X163.16130.062090.19629銷售表現(xiàn)X173.09680.296970.919653.33091X183.35480.539591.81023X193.67740.163440.60103筐由上隆表數(shù)單值可雅繪出囑各用一升級(jí)指菠標(biāo)滿噴意度吵指數(shù)群對(duì)比俱圖得如圖層3-孫8悉所示繪。某圖今3-膊8夏一級(jí)群指標(biāo)蛋滿意伯度指研數(shù)對(duì)亡比拾圖爆3.饒6信.2貝闊結(jié)果潑分析蔬從以座上所捷圖表泛結(jié)果怖來看剪，萬惜隆騎公司籃顧客禽總體臉滿意鎖度為喚3.蓬44告89貫6型，介睬于基供本滿線意與托滿意點(diǎn)層次爬之間督，與勉滿意夢(mèng)層次寶還相年差一平定的株距離眉，還慢需要班作進(jìn)杜一步討的努壯力加麥以提射升來肺滿足門顧客摟的需活求。反在一指級(jí)測(cè)匠評(píng)指亭標(biāo)層問中，怎各指私標(biāo)滿盾意度蒜分別果為雞產(chǎn)品押質(zhì)量邀與功戶能等(愈3.墻57跌95禍5聞)、初價(jià)格井(谷3.想24抵22惠2齒)狡、企漫業(yè)形初象(芬3.捧49悼54鳥3叛)、農(nóng)交貨績(jī)及服詢務(wù)(種3.創(chuàng)43能41季9圓)、街銷售幅表現(xiàn)微(飛3.相33據(jù)09曲1遭)，秧按高營(yíng)低順閣序排餓列為載產(chǎn)品脊質(zhì)量意>企熔業(yè)形能象>賓交貨膏及服暖務(wù)>厘銷售多表現(xiàn)尼>價(jià)戒格。奮（1紹）股產(chǎn)品亡質(zhì)量璃的滿斧意度草最高愈，說修明顫顧客登對(duì)公排司但產(chǎn)品筒質(zhì)量不與功應(yīng)能刑的認(rèn)斧同，捐這與籍公司躺近幾約年薯重視惜質(zhì)量黎管理貿(mào)和加研強(qiáng)公插司質(zhì)越量管鄉(xiāng)理體拴系建座設(shè)有袖很大貝的關(guān)認(rèn)系。抵尤其軋是產(chǎn)棕品馳性能卷滿意聾度達(dá)對(duì)到袍3.平51遷61攀，接糾近晨滿意笨狀態(tài)靜；產(chǎn)半品包濾裝包的滿法意度軟也有券3.彈41厚94跑，表圣明產(chǎn)棵品在豈總體上上為自廣大世客戶大所認(rèn)預(yù)可接依受。庭該組清各指宇標(biāo)滿抖意度棄指數(shù)陷按高炎低順紐序排錢列為夠產(chǎn)品擾系列嬸廣泛翁性>呀產(chǎn)品裳性能裁>產(chǎn)米品包怨裝>涼產(chǎn)品礦使用澤方便逝性。打所以皂公司山在設(shè)鋼計(jì)產(chǎn)東品時(shí)匯應(yīng)該駕多為刪顧客帽使用牧方便窯性考漁慮。叨(2士)價(jià)企業(yè)般形象佛指標(biāo)繞的滿口意度娘指數(shù)謎位于濃第二半位，成主要破是受轟到公叨司發(fā)院展所悼帶來商的實(shí)見力和騰知名趙度的煩增加浮的影捉響。號(hào)但其死中水人員算素質(zhì)司滿意體度為煙3.蓬35濃48呢，因播此公哭司還葉應(yīng)通坦過加跟大培施訓(xùn)方甚面的硬工作繳力度聯(lián)來做呈更大社地改噴進(jìn)。袖該組臘各指闊標(biāo)滿輔意度肉指數(shù)威按高半低順河序排止列為唉企業(yè)呈綜合慧實(shí)力師>企田業(yè)信標(biāo)譽(yù)>厚人員蓋素質(zhì)奉。廉(3巴)柱交貨左及服饞務(wù)指梯標(biāo)滿尿意度咱不高昌，主牛要原寇因在食于其冰指標(biāo)攤中萄交貨音速度菌、持服務(wù)喚有效伍性熊、晴服務(wù)投人員扎態(tài)度扮的滿所意度烤指數(shù)撞偏低色，分全別只吃有耕3.壞38孩71牧強(qiáng)、夏3.伐38托71東和殺3.欺16鬧13梁，從鄭而使豎得交討貨及號(hào)服務(wù)桶該指擁標(biāo)整星體滿滋意度鍵指數(shù)招只達(dá)菜到了低3.謹(jǐn)43風(fēng)41杠9增，公裁司在皆交貨估速度彈、服棕務(wù)有先效性邀和服閑務(wù)人漏員態(tài)周度謙方面行令顧飯客相骨對(duì)不罰滿意漿的原戶因地是人滅員綜甚合素抬質(zhì)偏詳?shù)妥冢勗摻M賺各指腐標(biāo)滿敏意度守指數(shù)滑按高勁低順更序排奏列為拌顧客郊反饋駱意見浩、投沸訴處棟理>鄙交貨畏可靠磁性>奏網(wǎng)點(diǎn)追的設(shè)奴置>屠交貨放速度揭=服曉務(wù)有獎(jiǎng)效性迷>服振務(wù)人邁員態(tài)罰度。勇公司歐應(yīng)該枝加大扣培訓(xùn)諒和提扯高員悄工對(duì)胸企業(yè)塑的滿袋意度擋，從鬼而提晌高服班務(wù)質(zhì)介量。稍(4寫)肌銷售哈表現(xiàn)市的顧榮客滿順意度挨3.膽33瀉09替1乳，為福基昏本滿啊意水劣平，聲說明完公司燭對(duì)于悼市場(chǎng)勉銷售佩方面告的工繭作還屆存在熊問題側(cè)。受特別惕是判與顧僅客聯(lián)帽系頻濾率的傷滿意珠度蟲指數(shù)姨僅為槽3.烤09菠68剩，司與顧程客的眼溝通憑的滿獅意度朱指數(shù)世也只皆有3堆.3盼54個(gè)8湖。賄所以逆公司依應(yīng)崗增加欲與顧紹客的惜聯(lián)系吊頻率驅(qū)和與職顧客坦的溝孕通邁。桂(5疤)并價(jià)格外指標(biāo)狡的滿甚意度導(dǎo)在所睜有一陪級(jí)測(cè)孫評(píng)指投標(biāo)中繪是最品低的開，僅好為3黃.2切42弦22女，但查這并鑒不能際完全部反映吊出顧物客滿攪意的陰真實(shí)嬸水平波。因范為顧翼客存安在著尼追求衰質(zhì)優(yōu)泰價(jià)廉頸產(chǎn)品敢的消渠費(fèi)心注理，珍即便籃對(duì)價(jià)左格完墨全滿窗意，識(shí)也不梢會(huì)表梢露出疫真實(shí)撫意思水。抱不過倡，僅公司尖也不艷能忽吃視這冷種調(diào)慢查結(jié)遍果，弊從萬簡(jiǎn)隆公危司顧散客的皺評(píng)價(jià)手信息獎(jiǎng)可以禿看出色，顧宮客對(duì)沸萬隆腳在對(duì)明商議爪價(jià)格允的處晃理春方面帶不是蠅很生滿意扶。夢(mèng)公司央應(yīng)該豪采取忙相應(yīng)熟措施友進(jìn)行啦改進(jìn)制。裳第4拍章帶萬隆艙公司鞭顧客翁滿意填度互改善膜對(duì)策絨4.正1嶄加鞠強(qiáng)以話顧客瘡滿意她為中浸心的陰企業(yè)嗎文化招建設(shè)歡企業(yè)資文化遇是企滿業(yè)戰(zhàn)青略管頓理的裕最高毯層次虧。以誼顧客宇滿意告為中乎心的何戰(zhàn)略歉規(guī)劃東實(shí)施燈必須戶以“悔顧客捏滿意毀為中酷心”茄的企渣業(yè)文鍵化為哈基礎(chǔ)揉。長(zhǎng)由于黎企業(yè)母的成腫員在類品行車、個(gè)難性、盾社會(huì)女背景嚷和文可化修楊養(yǎng)等絨方面雪都不悼一樣未，要片樹立晶同樣血一種孤價(jià)值譜觀不您可能執(zhí)是一躺朝一肚夕能你形成惜的。耗必須晚經(jīng)過悄長(zhǎng)期最耐心慰的倡既導(dǎo)和舌培養(yǎng)穿。華（1粥）矮發(fā)揮鹿領(lǐng)導(dǎo)償?shù)淖魃涤么湟顦淞⒑浴敖Y(jié)顧客暗滿意廣為中列心”梢企甜業(yè)文趟化，擺就必篇須要劫求公顛司最豈高領(lǐng)白導(dǎo)轉(zhuǎn)利變觀摔念。枕并以旬身作蠟則，填為公魔司內(nèi)笨的其萄他員內(nèi)工樹戴立榜會(huì)樣。交努力陽把這豈種價(jià)對(duì)值觀笛傳遞構(gòu)給公欺司的框每一園位員叮工。嗽只有簡(jiǎn)這樣慶，才濫能使樸企業(yè)槐以顧團(tuán)客滿距意為篇中心棄文化翠樹立全起來堵。美（2墻）萍建立彈以“在顧客傷滿意薯為中車心”炭的經(jīng)咳營(yíng)團(tuán)級(jí)隊(duì)。傭公司窯應(yīng)該出以顧帽客需細(xì)求為朱出發(fā)猴點(diǎn)，川優(yōu)化誤公司與所有邀業(yè)務(wù)飯流程概，使組公司弓的所籮有經(jīng)詞營(yíng)活斯動(dòng)都穗為一哈個(gè)目及的：獵顧客會(huì)滿意廢。首（3在）近動(dòng)員石公司墻全員惜參與未。企測(cè)業(yè)文軟化的臟形成曉最重?cái)R要的印是實(shí)畢施。礎(chǔ)如果還只是插提倡奧而不橡具體盲實(shí)施啟只能敘是個(gè)煤口號(hào)越，不父能真老正解惰決顧銷客滿筐意的朽問題戶。故欠必須文全員討參與漂，不露斷進(jìn)荒行宣販傳、肌教育陪、培錦訓(xùn)，堪讓每拌一位混員工盾把顧霸客滿鋤意的戰(zhàn)理念怕變得沙根深劃蒂固暖。讓鋪員工痕做是碑的準(zhǔn)牽則都厭是以敏顧客掛滿意電為中屆心，播只有即這樣娘才能佩不斷汁提高裁公司濱顧客鉛滿意萬。臟4.鉆2啞提夕高員堡工對(duì)禍企業(yè)域的滿績(jī)意度鉤企業(yè)儲(chǔ)生存思目的啦是膨?yàn)榱藨蝎@得慚更大償?shù)睦煲?，豈但赴企業(yè)尿正逐蚊漸認(rèn)旁識(shí)到進(jìn)要皇要獲答取最地大利培益，虛首要頌的是憤讓演內(nèi)部遵顧客矛員工振滿意類，只特有員腥工滿責(zé)意了棵，他困們才片會(huì)心巷情舒種暢，浩、工書作積延極、赤服務(wù)吩才會(huì)剖周到樣，才要能曬讓外溝部顧弦客滿甚意，灣滿意非的顧叛客會(huì)搭更忠熔心的裕消費(fèi)叮該企更業(yè)的澡產(chǎn)品盼或服室務(wù)，碑并且迅會(huì)帶村來更狗多的妖新外卷部顧悼客來獵消費(fèi)盒企業(yè)烏的產(chǎn)蟻品和壘服務(wù)廳，從晉而企雙業(yè)會(huì)煉獲得椒更大槐的利儲(chǔ)潤(rùn)。波從以勉上結(jié)避果分斑析可婚知，士無論陣是交敏貨與活服務(wù)衡還是款銷售泉表現(xiàn)薄，都?jí)呐c員付工參斷與有庫很大葡關(guān)系孤。革因此療，公久司景要提泊高顧扯客滿顧意度虎還需得從提咳高員嘗工對(duì)御企業(yè)隔的滿竟意度瞞做起掀。勻（1潑）計(jì)進(jìn)一塵步改授善公情司內(nèi)場(chǎng)部的餅工作贊環(huán)境梢。良糕好的寺勞動(dòng)是條件療，以圣及安島全的恨的勞尊動(dòng)設(shè)塑施等沒，都款可以置使員磚工保北持較疫大的硬工作尿熱情熄和工疾作干偵勁。歌在舒呢適的簡(jiǎn)環(huán)境視中生智產(chǎn)和績(jī)工作揀，人怎會(huì)感托覺輕蹦松、得愉快林、滿背意，碑進(jìn)而凱提高薪工作仔效率宵。除褲了物斬質(zhì)上扛的改卸善外泳，更礎(chǔ)應(yīng)該竊在精蓄神上雜也改偵善，皺比如鎖尊重粒員工嫂、關(guān)編心員指工等給。公奮司對(duì)仔員工耕的關(guān)慢心有囑傳遞躬作用寬，公抽司怎勁么對(duì)置待員紗工，蓋也許槳員工帶會(huì)怎年么樣顧對(duì)待片顧客棉?？兀?冊(cè)）敬增加秤員工貫參與蟻公司乓決策互事務(wù)足的機(jī)魂會(huì)，膜在工績(jī)作中腎對(duì)員返工滅進(jìn)行好適當(dāng)毯的授用權(quán)，核以斬滿足斬員工調(diào)的晉漏升需慶求。姿員工越是聯(lián)么系公軍司與飽顧客浩的紐菌帶，撒他們朋直接宋與顧營(yíng)客打誰交道殺和進(jìn)遭行交違流，艷最清掌楚顧何客的嫂需求框和不唐滿，童他們勻的建王議和迫意見汁必然陡會(huì)提程高產(chǎn)圾品和郊顧客殼服所務(wù)的堪質(zhì)量撐。他爛們參閱與公斤司決槽策事宏務(wù)不甩僅能紹為公振司帶栗來好炕的改泛善思茶路，陳而且詠會(huì)增殿強(qiáng)唱他們液的成捎就感氏和歸懸屬感地。?。?回）吳加強(qiáng)匹內(nèi)部跌溝通悄。搜內(nèi)部職溝通無包括槍高層釀與一從般員葵工之說間、扎上司常與下仰屬員功工之士間、最部門澆與部核門之倡間、朵一般流員工蜘與一僚般員躍工之私間四班個(gè)層用次，倆它對(duì)佛企業(yè)心內(nèi)部舊所有飲人員抗來說辦都是哲非常從重要以的，勁不但勝可以凈穩(wěn)定據(jù)員工沾的情握緒，謙可以嗽達(dá)到志領(lǐng)導(dǎo)塑和員記工的述相互奶理解修，而掩且還降會(huì)增砌強(qiáng)員代工對(duì)侄企業(yè)晨的安曾全感壤和歸洪屬感盜。萬賄隆荒公司嬌管理飾層首撐先應(yīng)算提高辦對(duì)內(nèi)冰部溝臥通重嫌要性匹的認(rèn)谷識(shí)，今加強(qiáng)高自身混的溝診通工貍作，惱積極財(cái)構(gòu)建冊(cè)公司道內(nèi)部汁溝通敏網(wǎng)絡(luò)租，努豎力克護(hù)服公吊司中動(dòng)人際慘溝通腫的障糊礙，槍如聯(lián)：挑受教抵育程肉度、丙等級(jí)畏觀念歪、小趴群體攀意識(shí)寨、自赴身利羨益的司制約肉等，燒在會(huì)乘議、違匯報(bào)地等傳仙統(tǒng)溝跑通方莖式基勁礎(chǔ)上產(chǎn)增添膀新的罷溝通爹方式零，如沿不定炒期的為員工糾座談森會(huì)，竟給員邁工提該供一梢個(gè)良足好的題溝通隸環(huán)境假，喚述起員索工溝沫通的夕意識(shí)瓦，鼓頂勵(lì)員來工通喪過正腦式渠屋道向負(fù)上級(jí)零反映企情況瞇，提界倡跨孫部門劃、跨趕層級(jí)讓的全科方位階溝通蛛，并刊采用盲聯(lián)誼橡會(huì)、星聚會(huì)則、郊到游等牲方式冷引導(dǎo)價(jià)非正受式溝攀通向伸積極盾健康稀的方待向發(fā)拐展，俘發(fā)揮圈非正扣式溝扒通渠戒道的殃積極茫作用世；兵其次躲，公拜司要摧重視器信息泊的公杰開化宜，讓燃員工裕更多盲地了纏解自苗己的測(cè)公司少和自詠己的河工作割成果子，并拿建立漂健全妹相應(yīng)烈的制糊度，必如員發(fā)工申雕訴制指度、撇員工次建議部機(jī)制磚等來雞保障悶內(nèi)部川溝通汗的順唯利進(jìn)煌行，動(dòng)使交慶流制久度化敲。竟（4焰）六定期延進(jìn)行撐員工白滿意激度調(diào)點(diǎn)查。貌在公般司內(nèi)揚(yáng)部定鄰期開熄展?jié)M撈意度穿調(diào)查隨工作壺，可孝以提系升員炮工的嗚工作度熱情塑，使盆員工斤感受徹到公期司一嗽直在葡關(guān)注獎(jiǎng)、關(guān)慘心他騙們，榨無形扯中也熟促進(jìn)茂了他之們滿遍意度絮的提城高。摘4.主3壘增強(qiáng)炒公司證產(chǎn)品疑價(jià)格膠的競(jìng)稍爭(zhēng)力糟企業(yè)接間的致價(jià)格副的競(jìng)望爭(zhēng)銷非常稱激烈禮，尤湊其尼廣電但設(shè)備弦這類躁產(chǎn)品賺，顧助客一孤次性序購(gòu)買蔬就需咐花費(fèi)彈大筆邁費(fèi)用蔑，因嫌此產(chǎn)赴品價(jià)井格的涌合理繁性和于競(jìng)爭(zhēng)彈力是比非常蓋重要乳的。餓顧客腹覺得翻每次隔的支添出偏歐高，引如果付萬隆晨其他奧方面色沒有柱更具騾競(jìng)爭(zhēng)功力的憤特征貓，那湯么在蘆有更傷有價(jià)串格誘筋惑力會(huì)的產(chǎn)紀(jì)品出壁現(xiàn)的測(cè)情況枕下，斤就有晶可能意轉(zhuǎn)移拔購(gòu)買籮，不疊利于載顧客紅忠誠(chéng)適的形溫成。浮從上線述可浮以看赴出，防與顧多客維鍛持長(zhǎng)態(tài)期穩(wěn)滿固的挎關(guān)系葵并建擊立一故種謀辭求共揀同發(fā)掀展的漏感情綱紐帶索，在耳競(jìng)爭(zhēng)悉日益烤激烈狀的今廢天是硬非常私關(guān)鍵皂的，脆特別血是對(duì)平于萬源隆這悉樣的有廣電宋設(shè)備秘制造劍商。強(qiáng)（1抵）酸要問尊重肢顧客煙，替尿顧客脂著想擴(kuò)，因遠(yuǎn)為每新個(gè)人世都需喚要尊抹重需擊要得訓(xùn)到他豬人的趟認(rèn)同球，在伸與顧孩客初鬼次接兇觸時(shí)交不能剪為難池顧客是，對(duì)機(jī)下一胖次的組合作洗做鋪環(huán)墊。與（2成）頑產(chǎn)品萌售出沒以后討，悠及時(shí)抖追蹤痛顧客本的反制饋意道見，占一般舅來說誘，顧嶺客不摘會(huì)主袍動(dòng)把喝不滿銜意的搏意見茅告訴蘋給企浸業(yè)，盤因此作萬隆絨一定蜓要經(jīng)番常主善動(dòng)地置向顧勁客征抱求意詢見，需并在田不滿庫產(chǎn)生留后，膠萬隆北應(yīng)該課分析姐失誤是的原壘因后隨，及欣時(shí)采堡取補(bǔ)閉救措戶施，震為顧則客帶撓來的魄不便扭進(jìn)行然道歉穩(wěn)和補(bǔ)抗償。辱（3寧）衣萬隆脾應(yīng)該揮認(rèn)真抬總結(jié)設(shè)顧客仗不滿切的高薄發(fā)地蕩帶，電通過曉對(duì)對(duì)虧價(jià)格短的處寨理種等的賣詳盡少分染析，慕采取偷相應(yīng)僻措施飯對(duì)高慧發(fā)地都帶進(jìn)成行控芹制，主盡量浮做好盈預(yù)防射工作亂，將西這些擁現(xiàn)象給扼殺倍在萌漠芽中法。勒4.裙4徹加壯強(qiáng)和疤完善身員工牢培訓(xùn)村工作運(yùn)萬隆吃公司恭目前胸的員格工培垃訓(xùn)工賢作主迷要以束質(zhì)量繁為中糕心而墨展開至，僅蔬針對(duì)蔥質(zhì)量姓管理敗中出堵現(xiàn)的鐮問題籍進(jìn)行誤事后針糾正老措施體的簡(jiǎn)素單培秋訓(xùn)，取只是早“頭遷痛醫(yī)蘇頭，背腳痛投醫(yī)腳問’，簡(jiǎn)，受流培訓(xùn)組人員練范圍乒、培該訓(xùn)內(nèi)綢容過鼠窄，娘局限擴(kuò)于工糕50蓄90劍00頓質(zhì)量堂管理剪體系茶知識(shí)拴，對(duì)損培訓(xùn)繪工作熔缺乏誘明確酬的規(guī)耽范，勺沒有惑形成上一套禾健全步的員戲工培咐訓(xùn)體懂系，窗對(duì)提耍高員盜工整消體素親質(zhì)幫錯(cuò)助不短太大釘。因姥此，端公司令應(yīng)以式顧客輔滿意含為出腎發(fā)點(diǎn)儉，準(zhǔn)衫確把貧握公明司內(nèi)辱、外型部顧勸客的烤現(xiàn)實(shí)臭需求驅(qū)，從飄以下紙幾方膛面來娛逐步抹構(gòu)建釋員工揭培訓(xùn)助體系排，通權(quán)過員藍(lán)工個(gè)用人素吉質(zhì)的共提高智，從日而提夕升公臭司整桃體素眾質(zhì)來旨滿足洪顧客者要求寇，使堵得顧法客能玉更好薯地使哭用、酒宣傳燕公司勢(shì)的產(chǎn)道品和攪服務(wù)兼:粘（1喜）躲需求芝領(lǐng)導(dǎo)督的全藍(lán)力支蚊持；漏例如立：關(guān)例鍵課桌程邀識(shí)請(qǐng)領(lǐng)批導(dǎo)出它席、臥產(chǎn)生謊影響宴。掛（速2飲）盯培訓(xùn)披要遠(yuǎn)符合迫公司不以顧啦客滿陣意度理為中珍心的儲(chǔ)戰(zhàn)略乒發(fā)展恒方向圍，符枯合部已門重強(qiáng)點(diǎn)工運(yùn)作方貨向，砌符合遮部門聰各崗晝位發(fā)圈展的劈需求恰，符蝦合員閃工在冬萬隆玉的職薦業(yè)發(fā)幸展方勞向及臟是非否達(dá)蓬到體紅系的啦要求亞，點(diǎn)使培督訓(xùn)計(jì)唐劃更似貼合幼實(shí)際瓶。呈培訓(xùn)裝對(duì)象辭方面蜻，不才要僅設(shè)局限牧于基鎖層管課理者搶和一航線操立作人洪員，蔑應(yīng)把很范圍便擴(kuò)大熱至慌所有屬需要姻進(jìn)行砍培訓(xùn)盲的人敗員，過包括往高層叉、中氣層、壺基層閉管理壓人員剛、普哲通職涉員、縣一線簡(jiǎn)操作爪工人蹄和業(yè)球務(wù)員歉；培縫訓(xùn)內(nèi)丈容方雅面，翁提高顫員工螞個(gè)人殲修養(yǎng)志、專漁業(yè)素眼質(zhì)和澇能力工的為紫主。退（3狹）場(chǎng)注重霉培訓(xùn)弦的靈工活性液，采塞用科薄學(xué)適購(gòu)宜的段培訓(xùn)肌技術(shù)惰和方邁法。斬實(shí)際柿培訓(xùn)瘦中，尿要擺卸脫單厘一的霧課堂簽教學(xué)簽?zāi)Ｊ酱担喔徊捎孟瘑l(fā)遼式、籠討論牢式、數(shù)現(xiàn)場(chǎng)五教學(xué)奇、實(shí)陵際動(dòng)純手、貪案例續(xù)分析份、角繭色扮廟演等滾開發(fā)乳創(chuàng)造門性的膽方法厲，要仔根據(jù)漢不同炕的培湯訓(xùn)對(duì)蒙象和歌目標(biāo)瓜采用河不同距的教赤學(xué)手盞段、腐技巧龜和方泛式，淺提高懲培訓(xùn)塞的針過對(duì)性歌和效螞果。然（4頸）到建立劉員工浴培訓(xùn)嫌評(píng)估節(jié)和反末饋機(jī)買制。濕公司商對(duì)受酸訓(xùn)員耳工的酸評(píng)估犧反饋析要著佩眼于掃員工毀知識(shí)技能力記、技懂術(shù)水朋平、賺培訓(xùn)寬后員登工工鬼作行省為的呆改變怖以及雀對(duì)公亮司經(jīng)印營(yíng)怖績(jī)效需的影早響等臭方面池，把窗培訓(xùn)身結(jié)果趨與員東工的吐報(bào)酬航、職陣務(wù)晉舍升羅緊密竊結(jié)合體起來硬4.附5匆刷重視幫與顧抬客的配溝通販全面韻而準(zhǔn)默確地否理解乏顧客悲的需胖要并廚不是守一件茫容易他的事覆。因鬼為顧機(jī)客的雖要求困不但行包括齡明顯宰的要盲求，廁還包鉛括潛燒在要步求，索而且忘潛在覆的要帆求寸往往溜會(huì)產(chǎn)怨生與慰顧客閉期望網(wǎng)不一旅致賣的情罰況。南因此與，萬驗(yàn)隆股公司癥除在用銷售拆過程骨中需謝建立臉與客磁戶的故良好透溝通疫關(guān)系翻外，雅還乒應(yīng)在圍產(chǎn)品億生產(chǎn)辰、產(chǎn)咸品交萍付及勾以后豎的各塑階段孟與顧悶客進(jìn)期行有耽效溝渡通。勞產(chǎn)品氏生產(chǎn)瘦過程想中，接應(yīng)經(jīng)概常向故顧客怒匯報(bào)翅對(duì)產(chǎn)倚品質(zhì)舅量的輔改進(jìn)這，遇枝到問研題與兇客戶姓協(xié)商州解決沒，適退時(shí)邀女請(qǐng)顧斧客菊到生凍產(chǎn)現(xiàn)轉(zhuǎn)場(chǎng)參此觀霧生產(chǎn)在，加熊強(qiáng)客芬戶的銅過程違參與湯，及擴(kuò)時(shí)糾幻正斧出現(xiàn)信的斤偏差眼，使棄客戶畫對(duì)自多己購(gòu)頌買的輛產(chǎn)品餃心中智有數(shù)溫，產(chǎn)顆生認(rèn)哭同感寒，切消實(shí)感耀受到擦產(chǎn)品塔真正靠是按究照自練己的經(jīng)意圖辟逐步忽實(shí)現(xiàn)曲的。暑產(chǎn)品貓交付扮時(shí)，坦應(yīng)預(yù)鄭先通獅知客發(fā)戶，私向客未戶核舅實(shí)交叮貨地妄點(diǎn)、刪接貨責(zé)時(shí)間邀，隨娛時(shí)鞏與客崇戶的告聯(lián)系洞，以己保證管客戶陶的任墊何變屯更要犧求票都?xì)炑杆傺旱玫狡礉M足朋，準(zhǔn)地確、鼠及時(shí)姻、完浪好地肉將產(chǎn)忌品交魯于客劫戶。示產(chǎn)品知安裝漆交付炮后，饒要繼處續(xù)保犬持與頓客戶面的溝防通，秤建立遣回訪番制度屯，聽?zhēng)烊】洼o戶反巷饋，鍵進(jìn)一疤步密光切與愛客戶都的關(guān)嘩系。那這樣轎，不閘但增次加了運(yùn)客戶雷對(duì)公朝司的沖滿意汽度、干可信洗度，汪而且稀加強(qiáng)第了雙迫方關(guān)賀系，熟使之爭(zhēng)逐步否地成猶為忠售實(shí)的蝕客戶化。品第5循章蹄結(jié)瓜論個(gè)對(duì)企這業(yè)來比說，胡顧客逐就是玩企業(yè)探賴以晃生存粗的基添礎(chǔ)，旨企業(yè)泰的顧仍客滿吳意度酸研究澡作為嫌企業(yè)違和顧臉客之請(qǐng)間的享一條殿紐帶該對(duì)的翠競(jìng)爭(zhēng)棍和發(fā)挺展具緣有重比大的旋意義蕉。本摔文以聯(lián)杭州疫萬隆種光電堂設(shè)備蔥有限粥公司鹿的顧尺客滿她意度色為研座究對(duì)說象，兔以該遍企業(yè)屈顧客嗚滿意縣度的謀一般皂現(xiàn)象軟入手束，采婦用定唐性和攻定量銅相結(jié)辦合的遣方法安對(duì)杭遞州萬餃隆光想電設(shè)辰備有沒限公存司的弓顧客贏滿意良度進(jìn)貼行分陶析。噸分析禿結(jié)論挑主要鼻有以陳下幾乘個(gè)方傾面：穩(wěn)（1束）杭編州萬陣隆光標(biāo)電設(shè)勝備有鼠限公阿司顧穿客滿劇意度數(shù)指標(biāo)劃體系嘉由：苦產(chǎn)品騙質(zhì)量渾與功奇能死、價(jià)違格、傘企業(yè)恩形象題、交巷貨與樹服務(wù)蓄和銷概售表闊現(xiàn)等嫂一級(jí)顯指標(biāo)狠，以呈及產(chǎn)剖品性劈能、源性價(jià)疲比、銹企業(yè)飾信譽(yù)得、與類顧客放溝通頂?shù)榷?jí)指寺標(biāo)組銜成。爺（2潮）杭載州萬淘隆光尊電設(shè)繁備有紗限公蹤司顧搖客滿質(zhì)意度服為3宅.4則48御96似，處猶于一既個(gè)比該較中會(huì)等的般水平漸，距寒離理爭(zhēng)想水典平還處有一裁些差條距。巡（3雁）通虜過問蜜卷調(diào)弟查及債對(duì)調(diào)況查數(shù)警據(jù)的奧處理撲，找揀出了鹿目前哈狀況迫存在刻的問壟題，偶其主淹要問瞇題有穴企業(yè)梯形象眾、交葡貨與民服務(wù)郊、銷其售表尤現(xiàn)和抄價(jià)格犧等方案面存泡在的拖問題黎。牲（4達(dá)）提心出改演進(jìn)措屠施，隆促進(jìn)附企業(yè)棵發(fā)展誼。意本文輔研究制采用慌理論愿研究推與實(shí)客踐相將結(jié)合抖的方兄法，欠理論撈研究?jī)?cè)了與繩顧客僅滿意輪度相佳關(guān)的鏈概念艙，并土分析刻了幾獨(dú)種常植見的村顧客稠滿意維度指助數(shù)測(cè)梅評(píng)模些型，痛這是覆本次嗎研究但的基級(jí)礎(chǔ)。剃在研有究過園程中俱應(yīng)用押層次君分析按法確鴿定顧扛客滿擁意度境測(cè)評(píng)宜體系忌，并絨確定壁各個(gè)稱指標(biāo)倒的權(quán)醉重。糞接下片來運(yùn)么用問陜卷調(diào)渴查的乘方法相收集連數(shù)據(jù)澡，確翼定各步個(gè)指雨標(biāo)的淚平均箭滿意鞠水平育，最拍后支運(yùn)用僵加權(quán)糠平均隱法標(biāo)計(jì)算斤總的澤顧客熔滿意債度水謠平和棗一級(jí)工、二把級(jí)指控標(biāo)滿破意度爺水平刻，找出出存呆在的唉問題肆，提伐出相進(jìn)應(yīng)的氧改進(jìn)歸意見密。鳥由于菌本次讓問卷提調(diào)查代的數(shù)糧量不吵是很饒大，陵這就挑可能垃導(dǎo)致缺數(shù)據(jù)舉不夠堵太合濁理，恨最后表得出泛的顧住客滿雅意度黎水平掩不是棒很準(zhǔn)鋒確。圓參考嫁文獻(xiàn)真[仙1雪]芒劉新造燕，省劉雁配妮.泄構(gòu)建凡新型鳥顧客軍滿意積度指冠數(shù)模稈型—內(nèi)基于勇SC掙SX謎,S叨CA莫I,屬EC凳SI坑的分破析.筆《南申開管礙理論兇壇》遍，2結(jié)00則6.渡9既[擁2林]毯江林誰.顧冤客關(guān)猜系管志理[毫M]警.北柿京：篩首都賤經(jīng)濟(jì)副貿(mào)易屠大學(xué)奪出版妹社，州20六05倘[兄3嬌]屋楊麗幕梅，著葉秋倡梅.悔層次京分析悲法在岸顧客協(xié)滿意腹度評(píng)鉤價(jià)中覽的應(yīng)夜用.相《內(nèi)春蒙古退質(zhì)量文技術(shù)閱監(jiān)督蹦》，幟20獵08流.6條[路4垂]他中國(guó)窗標(biāo)準(zhǔn)須出版贏社第視一編區(qū)輯室低.質(zhì)麥量管由理標(biāo)植準(zhǔn)匯諷編（著第四攝版）貫[M豈]黑.北言京：宵中國(guó)弊標(biāo)準(zhǔn)商出版辛社2跨00柏8蘭[5脈]梳鄭粘山授.訪中雅廊機(jī)電洋實(shí)業(yè)戚公司坐顧客冰滿意污度測(cè)侄評(píng)及床改善名對(duì)策穴研究勒.餓20移09回.6日[室6胳]冷Ry爸an菜,M焰.J制.,庫T.饒Bu貍za塊s微an愧d賢V.飼Ra振ma伸sw闖am手y.桐Ma仔ki則ng劉C卵us左to揉me勤r府Sa市ti循sf噴ac掀ti適on統(tǒng)M慢ea辟su致re奧me泥nt絹a其P威ow創(chuàng)er絡(luò)T狹oo益l.蓬Ma聚rk椅et債in召g印Re達(dá)se音ar監(jiān)ch嘩,2洲00跳6.戲8貿(mào)[不7絨]芬劉宇疲，《淘顧客刮滿意習(xí)度測(cè)受評(píng)》兩，北逝京：叫社會(huì)計(jì)科學(xué)脹文獻(xiàn)彎出版窮社，層20荒03友.8校[姥8尺]犧陳亞誦絨，攀施國(guó)勒洪.由《企支業(yè)顧匹客滿釋意度勁指數(shù)偽測(cè)評(píng)樹》，哭20鴿06樣.6奪[蹦9限]納趙煥題臣.母層次財(cái)分析禽法—砍一種農(nóng)簡(jiǎn)易俯的新璃決策重方法吵[穗M環(huán)]寄.科詞學(xué)出口版社為,1毅98鋸6筐[暮10是]沈史梁薄，王沉玲玲敘.層融次分破析法奔在顧火客滿許意度紙測(cè)評(píng)泊中的滑應(yīng)用呈[J籌]土.遼匹寧經(jīng)明濟(jì)，菊20鞠06緊[嘆11性]淘應(yīng)可始福，懼薛恒谷新燭.呢基于澡重要婆性的逐顧客亞滿意梁度指潤(rùn)數(shù)的練測(cè)評(píng)粒.碑商業(yè)倒研究溫，2泡00境5旬[1墳2]疤許樹成伯.槍《層襪次分?jǐn)澄龇ㄟ@原理杠》，動(dòng)20夾05駕.1井[1搞3]乘范偉特達(dá)柴.要《市示場(chǎng)調(diào)統(tǒng)查教寄程》炎，復(fù)皇旦大習(xí)學(xué)出乳版社異，2增00落2輔[晉14智]前陳亞右絨，贏施國(guó)泥洪.糟企業(yè)儲(chǔ)顧客要滿意衰度指侮數(shù)測(cè)梅評(píng).凝《工環(huán)業(yè)工彩程》鬼，2領(lǐng)00幕6.坊5悠[晴15床]圣梁燕閱.顧禍客滿冤意度倦研究閥述評(píng)絹.《販北京岡工商莖大學(xué)個(gè)學(xué)報(bào)園》，泳20釣07左.6附錄受附愁錄俘1潮：耍英文拼譯文狗Ma適rk罵et甚in搬g鞋Cu遷st車om蜓er古S股at平is年fa綿ct桃io片n尺Si句nc壯e肢th謊e牙20雁th李c休en岡tu河ry毀,攏si沖nc盒e斧th農(nóng)e充la管te專e年ig灘ht暴ie燙s,捉t丘he迫c膊us勁to框me摩r錘sa日ti煙sf砌ac網(wǎng)ti設(shè)on施s臉tr拘at郊eg循y扔is狀i居nc侄re質(zhì)as屆in蔽gl掛y伶be議co嶺mi鵲ng襯b親us員in稈es纏s響ha具s污mo斗re劫c驢us善to作me梅rs曉s疼ha御re蕩t憂he完o錘ve鹽ra弦ll纖b廳us嘩in捎es湊s圣co巖mp銳et庫it崖iv評(píng)e奮ad示va輩nt義ag默e女me稱an療s.販Fi戶rs進(jìn)t,槳c學(xué)us班to鐮me鏟r資sa叫ti歷sf協(xié)ac率ti吧on饒s氣tr指at婦eg膚y強(qiáng)is鵲t咽o江ge莖t壟a至mo布de弦rn饅e星nt因er范pr沃is姓e稍cu苦st神om府er侄s,課"向mo拆ne款y喝vo沈te從s"鞠m協(xié)ag驗(yàn)ic塵w咱ea脾po趨nWiththechangingtimes,thegreatabundanceofmaterialwealthofsociety,customersinthemainconsumerdemandacrossthematerialhasalackoftime,thenumberoftimesthepursuit,thepursuitofqualitytimetotheeightiesofthe20thcenturyenteredtheeraoftheendconsumersentiment.InChina,withrapideconomicdevelopment,wehaverapidlybeyondthephysicalabsenceofthetimes,thepursuitofthenumberoftimesandeventhepursuitofqualityandageofemotionstodaygraduallyintotheconsumerera.Spendingtimeintheemotion,thecompany'ssimilarproductshavealreadyreachedthesametime,homogeneous,withtheenergy,thesameprice,consumersarenolongerpursuethequality,functionalityandprice,butthecomfort,convenience,safety,comfort,speed,jumpaction,environmentalprotection,clean,happy,fun,etc.,consumersareincreasinglyconcernedabouttheproductwhetherfortheirownlifeenergy,enrich,comfort,beautyandspiritualquality,andexceedconsumerexpectationsinthepre-sale,sale,after-salesserviceandadvice.Inotherwords,peopletodayarelookingforisa"psychologicalsatisfactionandasenseoffulfillment,"thecommodity,highvalueaddedgoodsandservices,thepursuitofvaluesandsenseofdiversity,individuality,andtheintangiblesatisfactionofthetimehascome.督An偵d講co這ns擺um愉er稱s樹ad撇ap納t敞to信c魄ha梨ng勝es柴i育n股th券e院va據(jù)lu座e沒of伸t蟻he久p材ur叉su熟it險(xiǎn)o架f竄co弦mp鳴et諷it誼io供n臣be紐tw對(duì)ee唯n渴en糊te廉rp踢ri廁se窄s,避b青ut風(fēng)a停ls飄o蹦fr嚼om披p刊ro爪du絕ct泥c會(huì)om暴pe抱ti啟ti蛾on買,惜pr屬ic辱e副co禽mp益et扣it或io變n,晝t弓ec盛hn范ol釋og愈ic亦al池c碼om伯pe組ti嬸ti辱on岔,槽ad腥ve種rt習(xí)is吧in浩g狹co伶mp編et誰it芽io葡n,李b寒ra創(chuàng)nd悄i紛ma肉ge崇d桂ev余el床op瞞me津nt惡o窄f御co耐mp格et早it神io艱n逆to歸t線he雷c嘩ur蝶re刪nt鳳c籃om堡pe證ti浮ti輸on炎,孩cr蠢ed涉it膜c淺om衡pe宅ti絲ti轉(zhuǎn)on金,婚cu贈(zèng)lt贊ur美al瞇c鈔om帥pe光ti擁ti匆on問a棕nd愉s禽er哥vi笛ce臣c溜om輔pe透ti害ti甜on怨,柔co江mp叛et橡it請(qǐng)io沒n霧th迷at崖c樓us岔to菌me世r陷sa炊ti醉sf繡ac駛ti震on物.受T箱hi望s養(yǎng)co啊mp套et菠it隔io笛n羨is擾t濤he帶e介nt濤er魄pr悟is血e獅wi冊(cè)de菌a品ng吐le養(yǎng),羅wi妹de衣-f瀉ie邀ld倚s剃pa蠻ce縱-t自im怠e遠(yuǎn)wi孕th羊in矛t各he膚c驕on巾te搖xt肥o留f式hi聽gh史-l所ev起el戒,何re身fl洞ec察t創(chuàng)th塌e距ov停er塔al且l油st船re掏ng鴨th間o振f啟th廊e紗co芳mp侄et揭it呢io塊n.肅I現(xiàn)t欣in術(shù)cl因ud撐es鉤o貧rg事an貢iz姑at殊io痕na攝l熊in屈no澤va看ti凳on深,棉te始ch雜no搭lo匙gi希ca陣l埋in堪no截va弦ti控on勤,余ma掌na邊ge畝me扛nt技i唯nn然ov農(nóng)at網(wǎng)io蒜n,制i蹈nd滋us怎tr努y平fo至re踐si柄gh均t,怎R壩&線D潤(rùn)f軍or咐ce燙,武em壺pl種oy石ee暑e獲ng起ag碼em吩en保t,險(xiǎn)c沈us育to摩me飲r畜se哨rv錄ic新e拿ab塌il舅it碼y,法c修us罵to持me憤r列af凱fi欺ni陵ty俗,司pe輝er背r喇ec欄og雁ni錘ti厚on奮a訪bi襯li神ty社,漆co悄mm撥un虜it暑y細(xì)co樓nt蓬ri趨bu讓ti今on快s測(cè)to檔f磚or少ce職,括pu榴bl鳥ic橋r構(gòu)el艦at啊io躁ns劑a搏nd隆d骨is倦se攀mi周na檢ti牙on末o滾f齡co然mm銹un菊ic援a(chǎn)t兄io挪n房sk左il賞ls塘,剖co唐rp蕉or顏at湯e銹cu呈lt坡ur工e繞dr奸iv劉e,哨e擴(kuò)nv席ir縮on貢me差nt絲al只a魚da卻pt半at繳io潤(rùn)n,膠a斜nd刺s截o或fo燈rt賭h.爭(zhēng)T霸he衡se享i組nt慌eg跡ra膽te蔥d建im憂ag與e攜of罵t封he定f召or耀ce硬a蚊nd跨t潮he搞s倡yn岡th金es黑is懸o青f開in情te牢gr珠at為ed害s片us覺ta悼in察ab下le耳c攀om文pe噸ti屢ti夾ve販ne欄ss板,升wh羅ic家h貍is懼C勤S滑st什ra跡te早gy使t窩o畜so泉lv港e課th夸e劣pr投ob賽le斯m.藥C胃S燙ti詢me虜s,癢c賭om塑pa夾ni次es窯n拳o非lo牌ng塌er宜"姑ow蛇n島th晃e傲ce壤nt芽er緊,"刷b蟻ut臉t搞o劣"c繳us拔to絲me穴r-接ce搖nt折ri占c"隊(duì);柱"c厭us春to搞me蝕r"佳,燕"c近us鞏to蘆me職r程sa刑ti威sf杰ac兇ti威on紙"械is廊n思o(jì)程lo感ng殲er宿a消m費(fèi)er盒e嘉fo哄rm今al突it蒼y祝of爺t租he兼s狀lo勁ga弊n,范b灘ut憂r烈ea印l煎ac準(zhǔn)ti零on褲t衛(wèi)o伐ba滾si頸s附of賊a脂n混ew由b存us舒in究es陸s合ph怖il釋os棵op躍hy逮o若f.充E玉nt倍er找pr故is升es叫n挎o犧lo頂ng舅er冒q裙ua犬li旦ty毀s雷ta幸nd精ar際ds信,晴th唯ei滿r疤sa僑ti供sf繁ac貓ti紅on誠(chéng)w椒it民h圈th齡e樂ma從na喜ge叨me旱nt靜i臣de恰a,賞b互ut雨i祥n通cu傳st光om支er戲s牲at碎is仍fa勾ct伐io被n,壁g覺ai這n蹲cu趕st嶼om圣er酸l傅oy獅al匙ty兩f匹or新t逆he妹b眾us客in疏es雹s珠ph盾il蔑os涉op懶hy遲o賢f測(cè)hi堂gh僚.殼Th都e英fo東cu讀s秘is調(diào)n且o陷lo膚ng案er慮b強(qiáng)us桂in撥es劃s拾st彼ra庸te那gy暑t徹o拿ga牲in清o烘r竹ma聰in石ta呆in洽m敬ar哀ke容t瓜sh屯ar佩e(cuò),冒m島ai位nl健y,德b毯ut哄a呢s雞fo則r術(shù)cu晌st戶om扁er像s驢at拋is辱fa現(xiàn)ct賊io躍n屋fo演r遣th快e僅bu咬si藍(lán)ne藝ss群p嚷hi海lo膊so異ph糟y.谷T公he怕re念fo惡re村,奸th究e哥ma瓦rk殲et矛in脫g飼st賠ra錄te寬gy深o黎f捏co砍mp憲et紛it貝or軟s狐wh野o繪fo鴨cu蓋s匯no富t旬on刪b棄ut矛o站n吩cl幻ie頑nt應(yīng)s,義o嘩n宇th拌e備cu歇st艷om校er敘s商ac彈tu揭al刮a住nd屋p自ot計(jì)en漿ti閱al遺n思ee努ds世.坊Wh泰en脈t哨he蝴c昏om鼻pa郊ny待p猛ro賽vi腳de仔s昨pr白o(hù)d繳uc貝ts敘a仁nd障s短er拉vi法ce捷s照to步t逃he振c烤us頑to詞me墳r'粒s捐pr朗io誠(chéng)r依ex璃pe本ct航at澤io祖ns田,爭(zhēng)cu烏st夾om雄er懇s艙wi忘ll技b冊(cè)e襲ba乏si競(jìng)ca簡(jiǎn)ll懶y簽sa貿(mào)ti尤sf己ie或d;凳i根f辟fa覆r酬ex錦ce團(tuán)ed符c余us足to哭me蓋r霉ex繭pe技ct肥at匪io肥ns岔,施an碧d礎(chǔ)fa先r紅hi拒gh賄er枯t稍ha而n部ot乒he陶r購(gòu)co釣ll嚼ea證gu耕es倘,類cu辦st設(shè)om派er盟s販re局al誓ly海s冬at桶is矛fi總ed談;雀if金c野om察pa錫ni覽es造c狗an譜c或on吧ti至nu秤ou塞sl酒y鉆or晝f縫or很a樂l引on薄g譽(yù)ti笑me濁t(yī)中he陷c臘us籍to廢me回rs膚s椒at博is壺fa女ct餐io誘n,觀c去us移to橋me比r匆lo回ya沾lt育y器wi鹿ll酒b倆e.隙L鬼oy紡al項(xiàng)c冷us放to捧me卸rs史w恢il拌l贊no餐t玻on券ly誘r么eg嗓ul股ar但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ducts,manufactureproducts,providemarketingservicestosatisfiedcustomers.Ifninebirds,"theeducationofallemployeesreceivecustomer-centricisthehighestbusinessprinciples.Customersarebenefactor,afriend,ateacher,acustomergaveustheopportunitytowork,thevalueofwork,funandworksignificanceofthework.Weshouldsincerelythankfromthehearttocustomerssatisfactionisouraim,tocreatethemostvalueforthecustomersofproductsandservicesisourhighestgoal.Undertheguidanceofthisprinciple,wouldratherloseyourselfcannotlosecustomershasbecomea"ninebird"codeofconductforemployees.sothatcustomersareinthe"9Firstbird"consumptionisapleasure,issuchagreatpleasure.Customerstopaycostsonanexpectedvaluetheirconsumption,andconsumersendupspendingatitsheartwillhaveastandardevaluationtomeasure,ifthevalueformoney,hewillcomebacklater,suchasvalueformoney,heprobablywillcomeagain;Otherwise,consumerswillnotcomeback.Therefore,"9Bird"istoprovideconsumersvalueformoneyproductsandservices.thereissuchabusinessphilosophyofcustomersatisfactionundertheguidanceofmarketing,"ninebird"fireinthecapitalisnotdifficulttounderstand.Second,customersparticipateinproductdesignanddevelopment.Customer-centriccompany,throughmarketsegmentation,targetawiderangeofresearchtounderstandthepublic'sneedsandvalues,standingcustomerpointofviewofproductdevelopment,design,personalized,personalizedvalue-addedproductsandservices,iscorrect,butmustallowuserstojoinproductdesign.UseoftheInternetandCADtechnologywithcustomerstoestablisheffectivecommunicationandinformationexchange,needstograspthecustomerinformationandcustomervalue,toencourageavarietyofinformationsourcesonthecustomerinformationdatabasefortimelyupdates.Afteranalysis,theconclusionaboutthenatureofcustomerneeds,andtotheenterprisecustomerdemandinformationnatureofvariousdepartmentstoshareresources.Thisdesignproducts,providecustomersatisfactionservices.Now,manycompaniesuseaservicecalled:"ProductConfigurator"systemtohelpuserswiththeparticipationofproductdesign.Thatisstoredinthecomputerwherethelatestinformationforallproductmodules,andreplacedatanytime,marketingpersonnelinthesalessiteontheInternet,accordingtouserneedsoruserconfigurationwithoutitneedstomeettheirvalueproducts.ShanghaiGMproducescarsthatoperatorsandusersareverysatisfied,becauseusersjointheproductdesign.HaierWhetheritisforfarmersinSichuanproductionofwashingmachinestowashsweetpotatoes,usersinShanghaiproductionof"TheLittlePrincefridge",orchangechannelswithoutdazzlingcolorTV,Haier's"wisdomeye"inverterairconditioner,star-stopafter-salesservice,etc.arebasedontheneedsofusers,customersparticipateinproductdesignincorporatestherecommendationsofthedesignanddevelopmentofcustomersatisfactionintherichhumanityofthevalueofgoodsandservices,naturally,wonmoreheartsandmindsofcustomers.Third,toprovideafullservicecustomersatisfactionandpersonalizedservice.Fullserviceisforcustomersshoppingandconsumptioncarriedoutbyeveryaspectoftheservicesdetailedanddeep,theheartoftheservice.Fullserviceistheconsumerdesireforconsumptionfromthemomentofproductionvalueofgoodsrunoutofplayuntilthewholeprocess,withcaretoconsumers,soconsumersarecloselylinkedwiththeirbrandssothatconsumersenjoytheculture,enjoytheserviceexperienceconceptwastobenefitconsumerswillinglyyourproductsorservices,consumersateverylevelarefullysatisfied,andtowincustomerloyalty.Salesstagetoensurethatcustomersreceivetimelyandqualityservicesto,participationintrainingpre-consultation,transferknowledgeandinformation,createshoppingneeds,socustomersrationalchoice,practicalhelpcustomersbuytheirownnicheproducts;salesupporttheprovisionofconvenienttomaximizeplayproductfeatures,customersappreciatethewarmthandvalue;feedbackre-salevalue-addedservices,allowingcustomerstofeelthewarmthandtruth.IfawomanboughtaHaierairconditioning,homerunpulledthedriveronhiswaytobeblackheart,andHaierwasinformedimmediatelyafterthewomanfreetosendanewHaierairconditioning,anddecidedafterthedeliveryplace.InnerMongolia,thehomeofauserduetofire,willburnjustboughttheHaierrefrigerators,Haieraccessservicesfromthecomputerafterpowerfoundintheuserdetailsofthenetworkaddress,sentbythecararrivedin4daystofixtheirrefrigerator.Thisvaluemustwinthecustomerservicesatisfactionoverexpectations.Intoday'seraofemotionalconsumption,thepursuitof"Heartofsatisfactionandasenseoffulfillment"ofgoods,ishighlypersonalizedvalue-addedvaluegoods,thepursuitofvaluesandawarenessofdiversity,individuality,andintangiblesatisfaction.Therefore,enterpriseswillnolongerputattentiontoallthegeneralneedsofdifferentconsumers,weshouldpursuedifferentpersonalityforconsumers,t