毕博-客户服务关注度问卷.doc

客户服务关注度问卷CUSTOMER SERVICE FOCUS QUESTIONNAIRE  客户服务、系统及文化问卷CUSTOMER SERVICE, SYSTEMS AND CULTURE questionnaire 本问卷旨在衡量 [企业名称] 在客户服务方面的业绩表现是否优秀。  The following questionnaire is designed to measure [Client Name]’s commitment to providing exceptional customer service. 请务必诚实、正确地回答这些问题。其结果将会运用于后续程序中，并同客户与员工的反馈相比较。这有助于管理层了解在客户服务方面，公司是如何表现的。It is essential that you answer these questions as honestly and accurately as possible. The results will be used later in the program and compared with the feedback gathered from both customers and team members. This will enable management to get a clear picture of how the business is perceived to be performing in terms of customer service. 总体客户关注程度overall customer focus 本部份侧重于了解贵公司对客户的总体关注程度，以及对客户所持的态度。它旨在考察客户关注度对企业运营的重要性。This section focuses on the businesses general focus and attitude towards customers. It explores how important a customer focus is to the business. 1 - 从来没有Never 2- 偶尔Occasionally 3 - 经常Often 4 – 很频繁Very Often 5 - 总是Always 6 – 不适用Not Applicable 1 2 3 4 5 N/A 客户是上帝Customers are our business’s number one priority 我们与客户的联系已系统化，以了解我们是否满足了他们的需求We systematically contact customers to determine if we are meeting there needs 我们关注客户的反馈意见，并据此采取相应的行动We take notice of customer feedback and take action accordingly 客户服务是公司所有员工的重点工作内容Customer service is considered a priority by all of our team members 客户对我们深具信心，如果对我们的产品与服务不是百分之百的满意，也会通知我们Customers feel confident inform us if they are not 100% happy with our products / services 我们的原则是主动解决客户问题Our attitude is proactive in fixing customer problems 在处理客户问题时，我们会提供高效的跟踪服务We provide an efficient follow up service when dealing with customer problems 我们总是会找出客户流失的原因We will always find out the reason why we lose a customer 大多数客户都是回头客Majority of our customers are repeat customers 我们市场营销战略的核心在于通过老客户的推荐来吸引新客户Our core marketing strategy uses referrals to attract new customers