许辉明-良好客户关系的11条戒律.pptVIP

Who is the Boss?ByKoh Hui Meng Who Is The Boss? One question you could ask a thousand workers and never get the right answer – who’s the boss? Who is the Boss? There’s only one Boss. It’s the Customer: “Here is the one person who pays everyone’s salary and decides whether a business is going to succeed or fail” Eleven Commandments Of Good Customer Relation良好客户关系的11条戒律 Customers…………… Are most important persons in any business Customers…………. Are not DEPENDENT on us --- but we’re dependent on them. Customers………… Are not an interruption of our work. They are the PURPOSE of it Customers………… Do us a FAVOUR when they call; we’re not doing them favor by serving them. Customers………… Are not to ARGUE or match wits with. Customers………… Are the persons who bring us their WANTS. It is our job to fill those wants. Customers………… Are PART of our business – not an outsider. Customers…………. Are not a COLD STATISTIC. They are flesh and blood human beings with feelings and emotions like our own. Customers………… Are deserving of the most COURTEOUS ATTENTIVE treatment we can give them. Customers………… Are the people who make it possible to pay our SALARY. Customers………… Are the LIFE BLOOD of our company and every business. Competitors………….. My competitors sometimes do as much for me as do my friends, My friends are too polite to point out my weaknesses, but my competitors go to great expense to advertise them. Competitors…………… My competitors are efficient, diligent and attentive. They make me continually search for ways to improve my services. Competitors…………… My competitors would take my business away from me if they could. This keeps me alert to hold what I have, get and create more. Competitors………….. My competitors prevent me from becoming lazy, incompetent and careless. I need the discipline they enforce upon me. Competitors…………… My competitors deserve the highest praise. I salute them. They have been good to me. 8 Ways to Keep a Customer Happy 1. Keep Custo