<section powered-by="xiumi.us" style="margin: 10px 0px; padding: 0px; max-width: 100%; box-sizing: border-box; color: rgb(51, 51, 51); font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; font-size: 17px; letter-spacing: 0.544px; white-space: normal; background-color: rgb(255, 255, 255); text-align: center; overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px 5px 0px 20px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; min-width: 10%; vertical-align: top;"><section powered-by="xiumi.us" style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; min-width: 10%; vertical-align: top; border-width: 2px; border-radius: 0px; border-style: dashed; border-color: rgb(29, 29, 29) rgb(29, 29, 29) rgb(182, 182, 182) rgb(182, 182, 182); box-shadow: rgb(0, 0, 0) 0px 0px 0px;"><section powered-by="xiumi.us" style="margin: 5px 0px -5px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; transform: translate3d(5px, 0px, 0px);"><section style="margin: 0px; padding: 3px 15px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; min-width: 10%; vertical-align: top; border-width: 0px; border-radius: 0px; border-style: none; border-color: rgb(255, 255, 255); box-shadow: rgb(0, 0, 0) 0px 0px 0px; background-color: rgb(255, 202, 0);"><section powered-by="xiumi.us" style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; transform: translate3d(1px, 0px, 0px);"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; text-align: justify; color: rgb(0, 0, 0);"><p style="margin-top: 0px; margin-bottom: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; text-align: left; text-indent: 32px; overflow-wrap: break-word !important;"><span style="font-size: 18px;"><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><span style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">254</span><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; letter-spacing: 0.544px;"><span style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;">『客户服务概念</span></strong></strong><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; font-size: 18px;">』</strong></span></p></section></section></section></section></section></section></section></section><p></p><section powered-by="xiumi.us" style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; color: rgb(51, 51, 51); font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; letter-spacing: 0.544px; text-align: justify; white-space: normal; background-color: rgb(255, 255, 255); overflow-wrap: break-word !important;"><section style="margin: 15px 0px -15px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; align-items: center; display: flex;"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; vertical-align: bottom; width: auto; flex: 1 0 1px;"><section powered-by="xiumi.us" style="margin: 0px; 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max-width: 100%; box-sizing: border-box; clear: both; min-height: 1em; overflow-wrap: break-word !important;"><span style="font-size: 18px;"><strong style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;">文字专栏</strong></span></p></section></section><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; vertical-align: bottom; width: auto; flex: 1 0 1px;"><section powered-by="xiumi.us" style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; align-items: center; display: flex; transform: rotateY(180deg);"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; vertical-align: bottom; 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font-size: 17px; letter-spacing: 0.544px; white-space: normal; background-color: rgb(255, 255, 255); overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; display: inline-block; width: 677px; vertical-align: top; border-color: rgb(255, 211, 171) rgb(255, 202, 0) rgb(255, 202, 0); border-width: 1px; border-radius: 0px; border-style: none solid solid;"><section powered-by="xiumi.us" style="margin: 20px 0px 13px; padding: 0px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important;"><section style="margin: 0px; padding: 0px 10px; max-width: 100%; box-sizing: border-box; overflow-wrap: break-word !important; color: rgb(240, 176, 121); line-height: 1.8; letter-spacing: 1.8px;"><p style="margin: 0cm 0cm 0.0001pt; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important; clear: both; min-height: 1em; text-align: justify; text-indent: 32.3pt; line-height: 25.5px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;"><br style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important;"/></p><p style="margin: 0px 0px 0.1px; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important; text-align: justify; text-indent: 43px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; line-height: 1.75em;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; font-size: 18px; box-sizing: border-box !important; overflow-wrap: break-word !important;">各位朋友大家好，欢迎来到Tonii老师精益讲堂，接下来Tonii老师将带领大家进入，每天5分钟，精益伴你行系列课程。</span></p><p style="margin: 0px 0px 0.1px; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important; text-align: justify; text-indent: 43px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; line-height: 1.75em;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; font-size: 18px; box-sizing: border-box !important; overflow-wrap: break-word !important;"></span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">企业的客户服务水平越高，就越有可能产生更多的客户，获取更多的利润。</span></p><p style="text-indent:43px;line-height:150%"><span style="font-size: 18px;"><strong><span style="font-size: 17px; line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white;">一、如何为客户服务下定义？</span></strong></span></p><p style="margin-left:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">客户服务也许是无形的产品。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">看一则案例：美国陆军第八师在修建水利工程时，客户服务人员给工地附近居民打电话，这段电话的录音是这样的：你好，请原谅打扰您。我们在炸掉这座水坝让河改道的过程中，不可避免地会产生一点尘土和噪音，敬请谅解。我们准备在我们施工区的外围栽种一些花草树木，您不反对吧？很高兴为您服务。如果您能顺便填写这份市民满意度调查，我们会非常希望成为您在做决定时的帮手，祝您快乐。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">这段录音是美国工兵第八师在修建水坝之前，给施工区辐射周边居民每家打的一个电话，从这个电话里你会发现一个有趣的现象，难道说做工兵的搞建筑的也需要做客户服务？他们专门有一个客户服务部门，而且是经过专业培训的客服部门，专门负责打电话。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">以前在国内经常见到这种现象：早晨起来出门，发现在修路，挺好的路刨了一条沟，有些指示牌写着“前方施工请绕行”。现在好像比原来好一些，字也比原来多了一点：“前方施工请您绕行，由于施工给您带来不便，请您谅解。“</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">多了的这句话就是客户服务的语言，有了一点点客户服务意识。我们经常在新闻里听到某某施工工地彻夜施工扰民，人们睡不着觉，到处投诉。采访施工单位，施工单位觉得他们所做的一切是理所应当的，周边的居民应该理解我们才对，而不是我们去理解居民，这就是中国的客户服务和世界先进客户服务水平的巨大差异。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">那么客户服务究竟是什么呢？客户服务是一种无形产品，而不是普通意义上的产品。服务产品是无形的，服务是虚的，看不见摸不着。而普通意义上的产品是有形的，看得见摸得着。在卖服务产品的时候，只能通过语言描绘。告诉你购买这个服务产品以后，你能得到什么样的服务，但是没有办法让你看得见摸得到。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">所以现在，就是在研究如何把无形产品变为有形产品，怎么才能变成有形产品呢？就是把一种无形的东西通过客户服务人员，通过服务的环境，通过各种方便服务的方式来把它变成有形的产品。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">卖服务卡，像月卡、季卡、年度卡、贵宾卡等，这是一种服务。而这种服务原本是无形的。你有了这张卡之后，消费可以打8折，这是一种承诺。但是有的企业会把这种承诺制作成一张很精美的卡片送给你，这张卡片本身没有意义，为什么要花钱做卡片？只要答应你，做个登记，以后你来的时候打8折优惠不就可以了吗？这张卡就是把无形的服务变成有形服务的一种载体，让你感觉到这个东西是有形的。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">我们下面来自检一下，下面一些例子，哪些是客户服务，哪些不是？</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">1.在零售商品里很快就得到店员热情的问候；</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">2.复印机坏了，修理人员能在打电话后的一个小时就赶来修理；</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">3.买了一件衣服，回来以后又不喜欢了，当你去换的时候，店员没有“白眼“；</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">4.呼机没有收到信号。打电话投诉时得到真诚的道歉和及时的解决；</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">5.在超市里为寻找一件小商品而发愁的时候，有人能够及时的为你指引；</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">什么是服务意识？就是没有钱赚，依然为你提供服务，这叫服务意识，而国内的客户服务普遍缺乏服务意识。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">现在的服务意识看似不错，也比以前好很多，到哪都很热情，因为那是有功利性目的的，是一种称之为销售的技巧。只有当你去投诉的时候，当你去要求索赔的时候，依然对你笑脸相迎，能站在你的立场去思考问题，这个企业的客户服务才是真正的做得不错。</span></p><p style="text-indent:43px;line-height:150%"><span style="font-size: 18px;"><strong><span style="font-size: 17px; line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white;">二、客户服务定义的误区——狭隘的定义</span></strong></span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">很多企业乃至于客户服务人员都不是认识得很清楚，究竟是什么是客户服务？什么不是客户服务？客户服务应该是什么？客户远不止是要购买东西的消费者。不应把客户仅仅看成是消费者，而要把客户服务看成是客户服务部门应尽的责任，理所当然要给客户提供更好的服务。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">优质的客户服务不只是我能帮你做什么，实际上客户需要的是获得帮助，希望和熟悉业务的人打交道，与懂业务的人打交道，喜欢和能做决定的人打交道。客户希望以他需要的方式来交流，希望他的身份地位得到尊重，希望企业公司能了解他真正的需求，能让他产生一种获得服务的满足感。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">我们再来指点一下：</span></p><p style="text-indent:43px;line-height:150%"><span style="font-size: 18px;"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">1.<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-stretch: normal; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp; </span></span><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">考虑一下你工作中哪些行为属于客户服务类的；</span></span></p><p style="text-indent:43px;line-height:150%"><span style="font-size: 18px;"><span style="font-size: 18px; line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px;">2.<span style="font-variant-numeric: normal; font-variant-east-asian: normal; font-stretch: normal; font-size: 9px; line-height: normal; font-family: &quot;Times New Roman&quot;;">&nbsp; </span></span><span style="font-size: 18px; line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial;">用你的自身经验阐述客户服务队伍。</span></span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">那我们看一个故事：戈登·贝修恩是大陆航空公司的总裁，他把一个处于破产边缘的航空公司变成一个产业巨人。1993年大陆航空公司结束了破产保护，在1996年的客户满意度调查中名列榜首，被评为当年的最佳航空公司。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">当有人问起成功原因时，公司上下异口同声：在公司里，每个雇员和客户都被视为对大陆航空公司的成功起绝对作用的股东。</span></p><p style="text-indent:43px;line-height:150%"><span style="font-size: 18px;"><strong><span style="font-size: 17px; line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white;">三、客户服务的准确概念</span></strong></span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">客户服务真正的含义是什么？真正的客户服务是根据客户本人的喜好，使他获得满足，而最终使客户感觉到他受到重视，把这个好感铭记在他的心里，成为企业的忠实的客户。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">这句话当中最主要的一点就是根据客户本人的喜好使他获得满足。</span></p><p style="text-indent:43px;line-height:150%"><span style="line-height: 150%; font-family: &quot;思源黑体 CN Regular&quot;, sans-serif; color: black; letter-spacing: 2px; background: white; font-size: 18px;">现在我们看到报纸媒体在谈“客户定制”，客户不要求千篇一律的产品，客户要求有个性的产品，所以很多公司提出可以为您提供量身定制，根据您的需求来定制您的产品。因为每个客户的个性不同，而真正的客户服务是依据客户不同的个性提供令客户满足的服务，这才是最佳的客户服务。</span></p><section style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box !important; overflow-wrap: break-word !important; text-indent: 43px; line-height: 1.75em;"><span style="margin: 0px; padding: 0px; max-width: 100%; line-height: 25.5px; color: black; letter-spacing: 2px; background-image: initial; background-position: initial; background-size: initial; background-repeat: initial; background-attachment: initial; background-origin: initial; background-clip: initial; font-size: 18px; box-sizing: border-box !important; overflow-wrap: break-word !important;">今天的课程就到这里，谢谢大家！</span></section></section></section></section></section><section powered-by="xiumi.us" style="margin: 0px; padding: 0px; max-width: 100%; box-sizing: border-box; color: rgb(51, 51, 51); font-family: -apple-system, BlinkMacSystemFont, &quot;Helvetica Neue&quot;, &quot;PingFang SC&quot;, &quot;Hiragino Sans GB&quot;, &quot;Microsoft YaHei UI&quot;, &quot;Microsoft YaHei&quot;, Arial, sans-serif; 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