福特汽车培训材料——顾客满意.ppt

* * * * * * * * * * * * * * * * * * * 蕭慰農 / Knight W. N. Hsiao 總經理室顧客滿意部協理 福特六和汽車公司 12 / 28, 2002 顧客滿意 / Customer Satisfaction Outline – Customer Satisfaction What Is Customer Satisfaction ? Why Needs Customer Satisfaction ? What Are Key Components Of Customer Satisfaction ? How To Understand Your Customer Satisfaction ? What Are Factors That Block Customer Satisfaction ? How To Improve Customer Satisfaction with Product / Quality ? What Are Key Drivers To Make You Success On Customer Satisfaction ? QA What Is Customer Satisfaction ? The formation process is dynamic : Customer measures and ra