经由过程奇特顾客检测晋升批发终端竞争力(国外英语资料).docVIP

通过神秘顾客检测提升零售终端竞争力(国外英语资料) Mystery customer detection refers to the detection of personnel through screening and training as a general customer identity, through the process of service experience, and evaluation of service process of hardware and software, and other aspects of the process of making personnel. Also known as secret visits or unannounced visits. It is suitable for the evaluation of service levels of chain service organizations and retail terminals. Mysterious customer testing originated in the last century in 70s in Europe and America developed countries, its chain restaurants, IT, banking, telecommunications, chain and other industries widely used. Internationally, many well-known enterprises such as McDonalds, BP, NOKIA, HP, Citibank, general motors, WAL-MART and other companies are using mysterious customer testing methods to supervise and improve service quality. In 90s, the famous multinational companies and professional market research institutions to detect mysterious customer to China, Chinese local some excellent enterprises such as China Mobile, Lenovo, China Merchants Bank, FAW company by the mysterious customer detection to improve service quality, and achieved very good results, at present, the pursuit of excellence, the more excellent domestic enterprises it is the use of mysterious customer to improve service level. The development of mysterious customer service detection as more and more like bamboo shoots after a spring rain, service enterprises such as banks, car 4S stores, communication service hall, chain gas station, cafe, restaurant chains, hotel chains, chain stores, chain stores, the retail terminal (such as chain stores, cosmetics counters, household appliances area) etc. are beginning to use this method to evaluate and improve the level of service quality. With the rapid development of Chinas market economy, the competition among enterprises is becoming more and more fierce. The technical gap between enterprises will be greatl