顧客服務(wù)英文pptWhyiscustomerservicesimportant?85percentofconsumersinasurveysaytheyspendmoreatretailersthatprovidegoodservice,and82percentsaytheyarelikelytorecommendthoseretailerstotheirfriendsandfamilies.

keepscustomersreturninggeneratespositiveword-of-mouthcommunicationattractsnewcustomersWhatareelementsofcustomerservice?RapportBuldingGoodInterpersonalSkillsEffectiveListeningSkillsTelephoneCourtesyHandingAngryCustomersComplaintmanagingHowacostomerassessthequalityofservice？

SERVQUALtableisputforwardbythreeAmericanprofessors:A.Parasuraman,ValarieA.ZeithamlandLeonardL.Berry（PZB）.

SERVQUAL量表servicequalityTangibility

有形性Reliability

可靠性Responsiveness

響應(yīng)性Assurance(trust)保證性

Empathy

移情性?Tangibility有形性(以實體代表服務(wù))appearanceofserviceplaceandtheimageoftheservicepersonnel.?Reliability可靠性(傳遞承諾)Abilitytoperformpromisedserviceinareliableway.accuracyofbilling,meetingpromiseddeliverydates.?Responsiveness響應(yīng)性(樂意幫忙):willingtohelpcustomersandproviderapidservice.?Assurance(trust)保證性(激發(fā)信任與信心):,TheabilitythatServicepersonnel'sknowledge,ability,andmannerscangetthetrustofthecustomer.

?Empathy移情性或同理心(提供個性化服務(wù)):Thinkingquestionsfromtheperspectiveofcustomers,thenhelphimsolvethedifficultysincerely，andprovidepersonalizedservice.HowtoImproveCustomerService？Makesureyouhavetherightattitude.Establishclearpoliciesforcustomerserviceproblems.Payattentiontotheinteractionbetweencustomersandemployees.Offerongoingtraining.HaidilaoHotPotHaidilao01BriefintroductionHaidilaohotpotestablishedin1994,isaSichuanhotpottooperatemainlyaroundthehotpotischaracterizedbyfusionofoneofthemajorinter-provincialDirectfoodbrandhotpotrestaurants.ThecompanyhasworkedinSichuan,ShanxiandHenanprovinceswasawarded"AdvancedEnterprise","customersatisfaction","famoushotpot"anddozensoftitlesandhonors,andinnovativecharacteristicservicewonthe"fivestar"hotbeautyshopname.February2010,commentsbythepublicnetwork2010"Top10mostpopularhotpotrestaurant.產(chǎn)品介紹ProductHaidilaoHaidilaohasalwaysuphold"green,health,nutrition,special"banner,dedicatedtohottechnologydevelopmentandresearch,inthesuccessionofSichuan,Chongqingandfoodculturetheoriginal"Ma,spicy,fresh,fragrant,tender,crisp,"andsoon.02酸菜魚鴛鴦大鍋分享野山菌鴛鴦鍋海鮮鍋底Self-areaseasoning調(diào)料自助區(qū)Sesame芝麻醬HighQualityServicesHaidilao優(yōu)質(zhì)服務(wù)03AlthoughHaidilaoisahotpot,itisnotthecorebusinessoffood,butservice.Thestaffisattentivetoyoureveryneed.ButthereallycoolthingiswhenyouwaitHaidilaoalsohasamanicuristtable(美甲),shoeshiners（擦鞋）,back&shouldermasseuses（背部肩部按摩）,alargekidsplayroom,andChinesechesstablesallinsidetherestaurant.免費美甲kidsplayroom性別標識方便涮東西的工具Toiletfreemanicure

freefruit,drinks,snacksTheachievementof

Haidilao1.After20yearsofdevelopment,thecompanywithalargenumberofloyal,hardworkingstaffandmanagementteam2.theirhighqualityservicebringadifferentexperien