CAF 顧客滿意-Training.ppt

顾客满意是什么?
只是问卷调查报告吗?
只是高喊欢迎光临吗?
1
Creating a Highly essful and Profitable Dealership, Introduction
顾客满意是什么?
”商业的目的是获得并保留客户”
企业的目的在创造顾客
2
Creating a Highly essful and Profitable Dealership, Introduction
什么是3R?
Re-purchasing(再购买)
Re-consuming(再回店)
Re-sponsoring(再介绍)
3
Creating a Highly essful and Profitable Dealership, Introduction
管理者的目标-迎合顾客的需求
您的公司是否了解:
--顾客服务的重要性和是否
--建立服务的管理标准
4
Creating a Highly essful and Profitable Dealership, Introduction
建立服务的管理标准








5
Creating a Highly essful and Profitable Dealership, Introduction
忠诚顾客
开发新顾客的成本是旧顾客的六倍
一个不满的顾客会告诉另外八个顾客(Viral Marketing 病毒营销)
案例
6
Creating a Highly essful and Profitable Dealership, Introduction
顾客的期望是什么?
旅游时你遇到和最差的经验是什么(港龙航空,必胜客)
如果您遇到汽车维修交车延迟时您的感觉如何?
你的期望是什么?这些期望是否很重要?
7
Creating a Highly essful and Profitable Dealership, Introduction
麦当劳的小故事
跌倒的小朋友
冷掉的汉堡
8
Creating a Highly essful and Profitable Dealership, Introduction
迪斯尼的小故事
迪斯尼的竞争优势
,就是客户拿来和你比较的对象




,肯定与祝贺

9
Creating a Highly essful and Profitable Dealership, Introduction
让顾客满意对你有什么好处
一个顾客接受的不好的服务会告诉25个人
一个接受到好的服务的人只会告诉5个人
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Creating a Highly essful and Profitable Dealership, Introduction