以顧客滿意為起點(diǎn)來(lái)開(kāi)發(fā)外銷(xiāo)經(jīng)銷(xiāo)商管理課程

1以顧客滿意開(kāi)發(fā)外銷(xiāo)經(jīng)銷(xiāo)商管理課程北京笛威歐亞交通科技有限公司清華大學(xué)交通及汽車(chē)服務(wù)行業(yè)緊缺人才培訓(xùn)中心主講老師：蘇桔良碩士笛威歐亞交通科技公司總經(jīng)理地址：清華大學(xué)學(xué)研大廈904室Welcometothe蘇桔良臺(tái)灣省臺(tái)北人MICHAELSU畢業(yè)學(xué)校：國(guó)立臺(tái)北科技大學(xué)車(chē)輛工程研究所碩士1.全省高工汽車(chē)修護(hù)類(lèi)比賽優(yōu)勝2.成功補(bǔ)習(xí)班汽車(chē)修護(hù)類(lèi)兼任講師3.臺(tái)北工專(zhuān)第37屆畢聯(lián)會(huì)會(huì)長(zhǎng)4.中華汽車(chē)汽車(chē)生產(chǎn)工廠、服務(wù)部、采購(gòu)部、輔導(dǎo)項(xiàng)目室..等5.中華汽車(chē)汽車(chē)服務(wù)部售后服務(wù)、客戶滿意室及零件管理主任6.中華汽車(chē)汽車(chē)服務(wù)部零件副理、公司本部副理7.臺(tái)灣安泰、新光、遠(yuǎn)雄人壽、新安財(cái)保公司特約激勵(lì)講師8.東南三菱汽車(chē)全國(guó)培訓(xùn)總監(jiān)、項(xiàng)目經(jīng)理9.曾任中興汽車(chē)銷(xiāo)售公司副總經(jīng)理10.曾任上海屈閣華剛企業(yè)管理咨詢有限公司執(zhí)行總經(jīng)理11.兼任Alpine

GlobalMotorCompanyonSingapore駐中國(guó)商務(wù)發(fā)展總顧問(wèn)12.兼任臺(tái)灣旭芳汽車(chē)貿(mào)易公司駐中國(guó)代表處執(zhí)行總裁13.專(zhuān)任北京笛威歐亞交通科技有限公司總經(jīng)理我的博客/su4638

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áng)拋勢(shì)鉛品庫(kù)牌破的寬各座項(xiàng)刃優(yōu)醫(yī)勢(shì)我昂方屈產(chǎn)耐品敘及現(xiàn)服冬務(wù)艱在嘴各周個(gè)餡地須區(qū)回展本現(xiàn)隙的云優(yōu)妄勢(shì)場(chǎng)理廉由改董進(jìn)記當(dāng)栽地犯原那有煤品灘牌扔顧丈客語(yǔ)不爹滿擱意號(hào)的允缺席點(diǎn)再了碌解纖在弱甘勢(shì)區(qū)錦域乓中原扎有朱品喉牌為隨何無(wú)會(huì)燦抱畢怨外敲銷(xiāo)道業(yè)密務(wù)凍容愿易肥造擋成快顧其客桌不董滿絲式意鞠的禿問(wèn)菊題簡(jiǎn)漿要窩篇產(chǎn)李品嬌規(guī)薪格嗓：蠢該顧區(qū)晃域領(lǐng)排烤放掙臨機(jī)時(shí)隊(duì)或橫沒(méi)奇掌浸握著下方的蛇改餓變質(zhì)眾量顆允董收推：俗質(zhì)迅量希水隱平拔的車(chē)認(rèn)賽知謊與常終纖端董顧導(dǎo)客煮的艷認(rèn)汁知成柳本洋匯琴率自：歇國(guó)憤內(nèi)嘗材尿料披及惰國(guó)寒外吳匯億率忘的防改財(cái)變交現(xiàn)期匙風(fēng)汪險(xiǎn)模：臥運(yùn)視送朗、震保揪護(hù)方茂式、答船鳥(niǎo)期朱、格政距治墻環(huán)勤境枯的畫(huà)風(fēng)碗險(xiǎn)服竄務(wù)隔規(guī)題范麻：腸技耳術(shù)健、常服設(shè)務(wù)詠、腰管壘理晚及喝終葡端膏抱惠怨蔬的附范抵圍配井件材供得應(yīng)擇：樓配餓件櫻的躍正翁確打性沉、灣供吊應(yīng)過(guò)的軌速昌度掏及別責(zé)止任配悟件恥價(jià)嚴(yán)格彈：殊配敲件昏市戰(zhàn)場(chǎng)六可夢(mèng)接毛受釋的諸價(jià)郵格惑及敵副濕廠撈件右干歲擾索典賠需速浪度伶：嚷索宿賠囑的微誠(chéng)蘇信臺(tái)不白足絲式、酷太紫多文無(wú)救法叮判飾定索柴賠婦判袖定否：呈判振定咽基隸準(zhǔn)別及他責(zé)縱任認(rèn)沒(méi)譜說(shuō)滴清稼楚升產(chǎn)竟生羨糾盟紛顧跪客拳不桐滿窗意抗的紀(jì)問(wèn)做題堆你闊準(zhǔn)播備縱如龜何茫處皆理簡(jiǎn)凍要稍篇產(chǎn)著品饞規(guī)蕩格香：四責(zé)腹任罪明維確惑或恥規(guī)鋸格鉛明竿確質(zhì)楊量抵允劍收偉：濃質(zhì)棟量沿規(guī)擔(dān)格林明悔確另及缸事更先花作竹顧殃客許調(diào)讀查成餡本疊匯外率辦：稈材已料宰及寬匯歇率談在緣瑞合泄約哨中折加股注完的躺備刪注交叉期霧風(fēng)幟險(xiǎn)蝕：按了穿解欄運(yùn)役送躁過(guò)不程脈保儀護(hù)戶方豆式任極鐵可喘能腔的木政棟治代風(fēng)輝險(xiǎn)閘規(guī)傭避服記務(wù)筐規(guī)芽范是：汁了這解哨當(dāng)馬地戲可筒承旁諾語(yǔ)的惕最梢嚴(yán)撲苛美范柏圍調(diào)并無(wú)做升心殼理國(guó)準(zhǔn)葛備配宴件召供倡應(yīng)龜：寄配水件際的B長(zhǎng)O花M及僅更遠(yuǎn)改鄙規(guī)煎則詠固吉定欄及永尋巡壽求躁快派速劣管州道配尿件惕價(jià)罷格罵：津事爽前牧調(diào)磨查倦及否先現(xiàn)定彎義鉤求暖銷(xiāo)深量塌或獎(jiǎng)求旋利夏潤(rùn)索統(tǒng)賠看速陵度衣：費(fèi)索賠賠姓的晌規(guī)瓜則寸雙溫方割確上認(rèn)妥及崖懲途罰壤的別條無(wú)款濫的傾設(shè)鈴立索啊賠繪判凝定活：素索需賠瞞判蘿定慮的攜指碧導(dǎo)甚、丟基表準(zhǔn)靜及涼協(xié)柱商表機(jī)吧制弱付勢(shì)愛(ài)品睛牌吊生久存糖時(shí)葬可絞以任創(chuàng)舞造頌經(jīng)火銷(xiāo)抹商野滿鋸意有D窯S才燭有E洞S有E攀S才烈有C單S2跌0要塑讓看優(yōu)樸秀電的屋經(jīng)旁銷(xiāo)武商賓滿植意學(xué)的寺要絮素優(yōu)矮秀梅有女實(shí)梢力胳的經(jīng)菊銷(xiāo)嘆商喜薄歡獎(jiǎng)怎畜樣納的寺人2徒1要榨讓師優(yōu)值秀驚的惰經(jīng)勇銷(xiāo)絲式商慕滿盤(pán)意圣的犯要壟素2借2要膏讓色優(yōu)究秀羽的封經(jīng)讓銷(xiāo)攤商占滿決意剝的廚要叼素愿靠意承健擔(dān)句責(zé)揉任很勇肅于刃擔(dān)尚當(dāng)讀的敏人積疏極熱節(jié)情論經(jīng)慢常摸微旋笑牢的肥人做喚事快帖速且吵全禽力搬以付赴給的錦人經(jīng)挽常巾站玩在勒經(jīng)趴銷(xiāo)撲商律立脫場(chǎng)費(fèi)注竟意貌經(jīng)樹(shù)銷(xiāo)章商利且益的搜人不鍛論要金澆額螞高煩低提懂饞得尊滑敬顧初客侵的碎人專(zhuān)女業(yè)灣強(qiáng)雁，東會(huì)該解兩決問(wèn)揮題的坡人愿衣意杰犧槽牲覆奉沿獻(xiàn)紅不緒會(huì)經(jīng)計(jì)攤較汽的兼人以滲大翁局妄著萄想報(bào)沒(méi)浮有本它位主眉義鴨的龍人經(jīng)讀銷(xiāo)唉商喜故歡罰怎摧樣辣的崗人2鼻4感兼覺(jué)喬李吉妥拉麗德寨后贊來(lái)知著道要呀重湯視腐顧利客2撈5服錫務(wù)器的攔概眠念濁總哀結(jié)服翁務(wù)莫就煎是便指判提毫供縱給賓客散戶歪的品任律何眠幫槽助服索務(wù)斜可急以桐通互過(guò)曬為縣客己戶歉做密事認(rèn)情憐完慮成凳。贊但雹是奇服曬務(wù)肯目國(guó)的獻(xiàn)是備滿啊足綁人霧的感陣覺(jué)而梳不妙是腐僅氏僅僚將引事敲情情做材完護(hù)。人謠類(lèi)撓是箏感必情掏的泳動(dòng)霜物貼也分是分感混覺(jué)松的歌動(dòng)培物2剖6比桌較籍開(kāi)陶發(fā)振新慶舊經(jīng)抱銷(xiāo)蔬商的恩成根本1像0倍開(kāi)塊發(fā)蓄新經(jīng)熟銷(xiāo)唇商維姨持瞇舊經(jīng)餅銷(xiāo)銅商從資你脾手恥上爬流丹失消的花場(chǎng)大踏把佛資旬金械找弦回2腹7比但較猴開(kāi)迫發(fā)賽新活舊經(jīng)束銷(xiāo)飽商的墻成淘本1挑.產(chǎn)張品燭質(zhì)賽量2逼.信雄心許建枯立3樹(shù).好日感陳提綿升1危.產(chǎn)害品儉質(zhì)些量2服.信針心啦建旨立3示.好林感羞提濃升4汪.廣腔告遣宣汽傳5奧.品洲牌唯塑庭造6泥.促全銷(xiāo)逢活嶼動(dòng)7司.找明到既顧唐客舊經(jīng)銷(xiāo)商帶新經(jīng)銷(xiāo)商來(lái)開(kāi)詳發(fā)機(jī)新經(jīng)外銷(xiāo)銅商維列持抹舊經(jīng)傾銷(xiāo)址商怎匯樣室才特算礎(chǔ)好奏感脊的除提支升好乒感淋并孟不埋是什當(dāng)賓好辰人訂或但者屋去呈迎支合沸對(duì)貪方葵的拆喜闖好混，線而唱是眉講在清擊楚兇說(shuō)咸明摩白北怎鴨樣寨的沸制鄭度去及皂功默能窄是復(fù)對(duì)饞經(jīng)紅銷(xiāo)績(jī)商錦的拳幫伏助出，嘗并飼且賤堅(jiān)導(dǎo)定盼不箏移頂不虛斷蘋(píng)改殿善令的健落五實(shí)堵下徑去例套如叮：叫海映外乏渠傻道診管吼理憶的肯問(wèn)隆題1執(zhí).渠落道濕正勻確出的贈(zèng)組遣織噸影筒響良執(zhí)籌行沈力2茅.當(dāng)全地聽(tīng)所魚(yú)有嘉汽組車(chē)甘市蘭場(chǎng)關(guān)信絡(luò)息搖的艘反鼠饋燥影理響腳產(chǎn)扮品綱投查入慈的劣判負(fù)斷3綁.渠朽道牧的阿市吃場(chǎng)呈經(jīng)向營(yíng)色狀墨況扶影殃響夜經(jīng)專(zhuān)銷(xiāo)乓商映的絞生牙存板方話式4株.渠礦道五的疏人咳際穿關(guān)磨系喇管岔理涌影鳳響麥?zhǔn)心﹫?chǎng)柱的孫執(zhí)炭行跳狀替況5移.渠涉道稻的婚分美級(jí)收管趨理烘影航響搜企適業(yè)雀的切資奴源振分裳配6仙.多信堪息餅及厭預(yù)秋備皮渠碧道的存運(yùn)密用粱減萄少滋該吹市漢場(chǎng)疲的四風(fēng)勇險(xiǎn)如閥何旋維鉆持皆五助十稅年仁的鼻經(jīng)末銷(xiāo)魄體余系歷及搏良?xì)v好果關(guān)腿系臺(tái)醋灣云三仇菱F廚U緒S酬O順田益徹代廢理幅超尼過(guò)5假0年狹的電故砌事質(zhì)瞇量繩＋湖價(jià)季格骨＋寄品詳牌保＋啞服殖務(wù)攝＋戒產(chǎn)庭品＋鑼科潮技指白導(dǎo)、監(jiān)感督、管密理知麻己虜知光彼穿：凡臺(tái)望灣廈三匯菱F旦U跡S柜O知介己明知如彼門(mén)：狐臺(tái)犁灣萌三采菱F贈(zèng)U耍S浪O如公何匆在顛區(qū)原域奮內(nèi)呈進(jìn)敵行懸營(yíng)焰銷(xiāo)中策材劃如檔何辰在頭區(qū)劫域著內(nèi)感進(jìn)圣行替營(yíng)搜銷(xiāo)激策副劃如積何餓在呀區(qū)灘域襲內(nèi)蜓進(jìn)幻玉行車(chē)營(yíng)削銷(xiāo)豬策鋒劃如勾何呆在感區(qū)兼域吸內(nèi)劉進(jìn)錦行侵營(yíng)百銷(xiāo)逆策葉劃如繼何梨做辱才際能荷維蒜持長(zhǎng)勿久的褲關(guān)托系3花7C勇S顧異客核滿較意-帆C興R顧嫩客晝維詞持忠發(fā)敲展錫關(guān)允系C倦SC虎u質(zhì)s斷t孕o洞m瓶e完r勵(lì)S阻e處r邀v杰i文c產(chǎn)e顧站客膜服芝務(wù)CSCustomerSatisfaction顧客滿意CCCustomerCare顧客關(guān)懷CRCustomerRelation顧客關(guān)系CRCustomerRetention顧客維持(促進(jìn))3援8認(rèn)識(shí)失去客戶的各項(xiàng)原因失去的客戶的百分比原因1%3%搬家4%顧客想換個(gè)環(huán)境5%在市場(chǎng)口碑的影響換公司9%找到更好更有競(jìng)爭(zhēng)力的合作伙伴10%對(duì)你提供的各項(xiàng)產(chǎn)品都不滿意68%與他們打交道的人對(duì)他的需求漠栽不禾關(guān)掩心死速亡3訓(xùn)9管翁理及姑指行導(dǎo)辰經(jīng)煩銷(xiāo)夾商蠻如凝何間處均理顧臉客后抱抖怨姿的估標(biāo)焦準(zhǔn)群化4也0如棗何后在顧短卷時(shí)帳間刑內(nèi)嚼解截決丹顧輩客鋤的剖不腿滿墓意世悶界韻上霉的精人躲性沙是啦相健同竊的客舉戶輝不揮滿意時(shí)衰想收得衰到虹什怕么認(rèn)就真犯的爛對(duì)闊待尊廟重立掘即河行陡動(dòng)補(bǔ)丙償問(wèn)竭題脆不紐奉再們發(fā)傅生有括人雖聆屈聽(tīng)緊口迫拼感4讀1如烤何鼻在菜短或時(shí)忌間皂內(nèi)圍解耗決勤顧鑄客難的肢不框滿碗意站序在建客泉戶令角謀度但考清慮歡問(wèn)妥題站峰在度第碑三滲方妻的兄立叛場(chǎng)膨處薯理銳問(wèn)抗題不自要庫(kù)推律卸尺責(zé)視任顧忽客躺存禿在迎的施公塔平挺心帖理！4喉2如贏何捆在挎短獸時(shí)匙間姑內(nèi)僚解售決蔑顧名客委的飲不樸滿叔意問(wèn)資題問(wèn)脫題需縫求確惠認(rèn)微感誼受需付求需憤求牌無(wú)思法1知0氧0揮%達(dá)矩成遺時(shí)策雪略服襯務(wù)說(shuō)第明++滿瘡足掌偵握確曾認(rèn)找鏈到彌襯補(bǔ)積拾極主彼動(dòng)營(yíng)宰造快解注決缸問(wèn)逆題劍的崇氣戶氛玻段璃赴運(yùn)眨送疊破鮮裂象案4場(chǎng)3別縫人講有幟的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