How to Build a service-oriented enterprises-.docVIP

 PAGE \* MERGEFORMAT 8 How to Build a service-oriented enterprises? Many businesses are going through such an evolution: from ‘technology-driven enterprise’ to ‘market-oriented enterprises,’ again ‘service-orientated business’ transformation. Service marketing, in the future market competition, will play an increasingly important role and status. How to Build a service-oriented business, I have the following experience. Inadequacies, please you and generous home Fuzheng. First: learn to listen to Learn to listen, seems to be a very simple and very easy to do things, truth to everyone. However, I really want to say to ‘do’ above, many enterprises, many employees are difficult to achieve. The day before yesterday, corporate director of customer service in Fujian received a customer complaint, saying that enterprise product has serious quality problems affecting their work to carry out normal operations, require us to immediately solve them. Customers complained that large, the results of our customer service is also in charge of stubborn temper, direct and customers on the phone loudly contradict themselves, leaving the entire office staff a morning would not be safe. Later, customer service director also insisted that he was in and customers ‘reason’, and customers do not contradict; also believe that their words and deeds is a great safeguard the interests of enterprises, there is no profit concession to the customer a little! In this regard, I can only conclude that: the customer service in charge of customer service is a serious violation of regulations and basic principles, but also for customers and the enterprise is an extremely irresponsible; the head of the bad customer service practices, will allow customers distrust of business dramatically increased, corporate reputation will also be a great damage! Customer service personnel, including business all customer-facing staff, must all learn listen; and truly grasp and understand the ‘listen to’ the