毕博管理咨询工具5.doc

顾 客 沟 通 行 动 计 划CUSTOMER COMMUNICATION ACTION PLAN  顾客沟通行动计划 THE CUSTOMER COMMUNICATION ACTION PLAN 本计划是用来帮助你评估企业瞄准目标市场所使用的沟通策略的。 This Action Plan is designed to assist you to evaluate the communication strategy that you use in order to reach your target markets. 以下部分详细列出了“顾客沟通分析”中的每个问题，并提出了行动建议。请参照你的“顾客沟通分析”并确定你得分等于或低于3.5分的问题。请回顾这些问题的“行动建议”，然后完成本工作手册后的“我的顾客沟通行动计划”。标有的地方表示在经营业绩改善项目中有工具来帮助你完成这项工作。 The following section goes through each of the Customer Communication Analysis questions and provides a suggested action. Please refer back to your Customer Communication Analysis and identify those questions that you scores at 3.5 or less. Please review the “Suggested Action” for each of these questions and then complete “My Customer Communication Action Plan” at the back of this workbook. Please note that the symbol indicates that a tool is available within the Business Performance Improvement Program to assist in that area. 直接沟通 DIRECT COMMUNICATION 请参见你的“顾客沟通分析”。以下问题只要得分等于或低于3.5分，请参考本表中的“行动建议”。 Please refer to your Customer Communication Analysis. For questions where you scored 3.5 or less please refer to the “Suggested Action” in the table below. 直接沟通 DIRECT COMMUNICATION 行动建议 SUGGESTED ACTION 企业总是采用一个与顾客公开沟通的政策 The business adopts an open communication policy with customers at all times 确保企业文化支持与顾客的公开交流。Ensure that the culture of the business supports open commincation with customers 企业总是给顾客打电话跟进，以确认他们是否满意接受的产品和服务　　　　　　　　　　　　　　　　 The business always makes follow up calls to customers to check that they are satisfied with the product and service received 实施一个顾客跟进流程（如果适当的话）Implement a customer follo-up process (if appropriate) 顾客有信心向企业抱怨所接受的低劣产品和服务 Customers feel confident to complain to the business about poor products or services 实施“顾客调查或客户咨询会” 　 Explore through “Customer Surveys or Customer Advisory Board” 企业将感谢函与发票一起寄给顾客，作为感谢顾客欣赏企业的一种方式 The business sends out thank you notes with invoices receipts as a way of communicating their appreciation for th