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尊重客戶(hù)，理解客戶(hù)，持續(xù)提供超越客戶(hù)期望的產(chǎn)品與服務(wù)，做客戶(hù)們永遠(yuǎn)的伙伴。這是我們一直堅(jiān)持和倡導(dǎo)的服務(wù)理念。

一、每走一步，首先想到的是顧客在企業(yè)由賣(mài)方市場(chǎng)轉(zhuǎn)變?yōu)橘I(mǎi)方市場(chǎng)后，消費(fèi)者的消費(fèi)觀念產(chǎn)生了變化。面對(duì)眾多的商品（或服務(wù)），消費(fèi)者更樂(lè)于接受質(zhì)量好的商品（或服務(wù)）。這里的質(zhì)量不僅僅指產(chǎn)品的內(nèi)在質(zhì)量，還包括產(chǎn)品的包裝質(zhì)量、服務(wù)質(zhì)量等一系列因素。因此須多方面地、較大限度地滿(mǎn)足消費(fèi)者的需求。

應(yīng)站在顧客（或消費(fèi)者）的立場(chǎng)，而不是站在公司的立場(chǎng)上去研究、設(shè)計(jì)和改進(jìn)服務(wù)。

完善服務(wù)系統(tǒng)，加強(qiáng)售前、售中、售后服務(wù)，對(duì)顧客在使用商品中出現(xiàn)的各種問(wèn)題及時(shí)幫助解決，使顧客感到方便。

高度重視顧客意見(jiàn)，讓客戶(hù)參與決策，把處理客戶(hù)的意見(jiàn)作為使顧客滿(mǎn)意的重要一環(huán)。

千方百計(jì)留住已有顧客。

建立以顧客為主的機(jī)制。其中各個(gè)機(jī)構(gòu)的設(shè)立、服務(wù)流程的變革等等，都要以顧客需求為主，對(duì)顧客意見(jiàn)建立快速反應(yīng)機(jī)制。

二、顧客是對(duì)的

1、顧客是商品的購(gòu)買(mǎi)者，不是麻煩制造者；

2、顧客了解自己的需求、愛(ài)好，這恰恰是企業(yè)需要搜集的信息；

3、由于顧客有“一致性”，同一顧客爭(zhēng)吵就是同所有顧客爭(zhēng)吵。

三、顧客滿(mǎn)意三要素：

商品滿(mǎn)意：指顧客對(duì)商品品質(zhì)的滿(mǎn)意。

服務(wù)滿(mǎn)意：指顧客對(duì)所購(gòu)商品售前、售中、售后服務(wù)的一種肯定態(tài)度。無(wú)論商品多么完善，價(jià)錢(qián)多么合理，當(dāng)它見(jiàn)諸于市場(chǎng)時(shí)，都須依賴(lài)服務(wù)。“售后服務(wù)制造長(zhǎng)久顧客”。

企業(yè)形象滿(mǎn)意：指社會(huì)公眾對(duì)企業(yè)綜合實(shí)力和總體印象的肯定評(píng)價(jià)。

Respect customers, understand customers, continue to provide products and services beyond customer expectations, do customers forever partner. This is the service concept that we have always adhered to and advocated.

First, every step, the first thought is that customers in the enterprise from the seller's market into the buyer's market, consumer consumption concept has changed. Faced with a large number of goods (or services), consumers are more willing to accept good quality goods (or services). The quality here not only refers to the internal quality of the product, but also includes the packaging quality of the product, service quality and a series of factors. Therefore, it is necessary to meet the needs of consumers in many ways and to a greater extent.

Research, design and improve services from the standpoint of the customer (or consumer) rather than from the standpoint of the company.

Improve the service system, strengthen the pre-sale, sale and after-sales service, and help customers solve various problems in the use of goods in a timely manner, so that customers feel convenient.

Attach great importance to customer opinions, let customers participate in decision-making, and deal with customer opinions as an important part of customer satisfaction.

Do everything possible to retain existing customers.

Establish a customer-oriented mechanism. Among them, the establishment of various institutions, the reform of service processes, etc., should be based on customer needs, and establish a rapid response mechanism to customer opinions.

Two, the customer is right

1. Customers are buyers of goods, not troublemakers;

2. Customers understand their needs and hobbies, which is exactly the information that enterprises need to collect;

3, because the customer has "consistency", the same customer quarrel is to quarrel with all customers.

Three elements of customer satisfaction:

Product satisfaction: customer satisfaction with the quality of the product.

Service satisfaction: refers to the customer's positive attitude towards the pre-sale, sale and after-sales service of the purchased goods. No matter how perfect the product is, how reasonable the price is, when it is presented in the market, it must rely on the service. "After-sales service to create long-term customers".

Corporate image satisfaction: refers to the public's positive evaluation of the comprehensive strength and overall impression of the enterprise.