HND商务沟通和技巧Summary.docVIP

Summary According to K. Douglas Hoffman in his article “Tracking Customer Satisfaction”that discusses survey customer satisfaction’s methods. In the fist part, the points of author introduce customer satisfaction’s significance. It effect company success, within have customer satisfaction’s. The second paragraph, introduce a customer-centered organization center of customer to make suggestion or complaints to redirected. It not only can make the left the company wit problem solving but also can help to improve. Simple running suggestion and complaints that the companies shout not get customer satisfactions. Some customers not to participate in this organization system. Therefore the company possible loses customers. How to take surveys of customer-center Company’s customer satisfaction is very important, it is the most need of the company. The company through the questionnaires or make telephone calls to get the customer’s customer satisfactions of the company. Whether use which kinds of research method, it will mention the customer’s satisfaction and competitive products to customer satisfaction. The company ask customer satisfaction’s of the third way, it is direct questions or indirect to let customers experience products. Finally the company can get customers’ suggest improvements. In order to evaluate customer satisfaction, companies often ask additional useful questions as whether the product to recommend to others and buyers to report their experiences in buying the company’s. That questions word-of-mouth is customer satisfaction’s reputation of the measure. Another useful way of assessing customer satisfaction is to identity of the competitor’s products and the products of this company. Addition to manager themselves also experience the treatment they receive like a customer. The companies not only ask the existing customers, and also should contact customers who have stopped buying, and building liaison of customers who have switched to a co