HND商務(wù)溝通與技巧Summary

1、WordHND商務(wù)溝通與技巧SummarySummaryAccording to K Douglas Hoffman in his article uTracking CustomerSatisfactionv that discusses survey customer satisfaction' s methods.In the fist part, the points of author introduce customer satisfaction* ssignificance It effect company success, within have customer s

2、atisfaction* s.The second paragraph, introduce a customer-centered organization center of customer to make suggestion or complaints to redirected It not only can make the left the company wit problem solving but also can help to improveSimple running suggestion and complaints that the companies shou

3、t not get customer satisfactions Some customers not to participate in this organization system Therefore the company possible loses customers.How to take surveys of customer-center Company" s customer satisfactionis very important, it is the most need of the company. The company through the que

4、stionnaires or make telephone calls to get the customer* scustomer satisfactions of the company. Whether use which kinds of research method, it will mention the customer* s satisfaction andcompetitive products to customer satisfaction.The company ask customer satisfaction s of the third way, it is d

5、irectquestions or indirect to let customers experience products Finally thecompany can get customersT suggest improvementsIn order to evaluate customer satisfaction, companies often ask additional useful questions as whether the product to recommend to others and buyers to report their experiences i

6、n buying the company1 s Thatquestions word-of-mouth is customer satisfaction* s reputation of themeasureAnother useful way of assessing customer satisfaction is to identity of the competitor* s products and the products of this company Addition to manager themselves also experience the treatment the

7、y receive like a customerThe companies not only ask the existing customers, and also should contact customers who have stopped buying, and building liaison of customers who have switched to a competitor, to ask the reasons for why this happened If the customer loss rate is too high, it indicates the

8、 company failing to satisfy customersCustomer satisfaction ratings are difficult to interpret in sometimes Due to there are different element of the company * s performance in eachcustomer satisfaction. At the same time the company sometime position is not accurate for some element Yet, if consumers

9、 define every element in detailed, consumers have a great questionnaireThe author shows that the customer * s satisfaction is not easy to be understood At the same data and situation that the judge is different Dueto one might be easily satisfied most of the time, whereas the other might be hard to

10、survey It is manipulation if the managers and consumers, such as in the survey, managers give consumers certain benefits, which caused the investigation result is not accuratePurposeThe author enumerates a lot of customer satisfaction survey the way of these methods is the author to give information.To survey t