【正文】 ________________________________________________________________________________________________________________________________________________________________________________ 海爾的啟示 重點(diǎn)記錄 :____________________________________________________________ _____________________________________________________________________ ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 我們要做的服務(wù) 沒有投訴： ________________________________________________________ ________________________________________________________ ________________________________________________________ ________:__________________________________________________________ __________________________________________________________ __________________________________________________________ 積極主動(dòng)： ________________________________________________________ ________________________________________________________ ________________________________________________________ ________:_________________________________________________________ _________________________________________________________ _________________________________________________________ _________:_________________________________________________________ _________________________________________________________ _________________________________________________________ _________:_________________________________________________________ _________________________________________________________ _________________________________________________________ 中高端客戶服務(wù) 學(xué)員手冊(cè) 中高端客戶 開拓與經(jīng)營(yíng) 10 由于 缺少一個(gè)釘子 由于缺少一個(gè)釘子 ,浪費(fèi)了一個(gè)蹄鐵 由于缺少一個(gè)蹄鐵 ,浪費(fèi)了一匹馬 由于缺少了一匹馬 ,浪費(fèi)了一個(gè)騎手 由于缺少了一個(gè)騎手 ,失去了一個(gè)口信 由于缺少了一個(gè)口信 ,輸?shù)袅艘粓?chǎng)戰(zhàn)斗 由于一場(chǎng)戰(zhàn)斗的失利 ,輸?shù)袅苏麄€(gè)戰(zhàn)爭(zhēng) 這都是由于缺少了那個(gè)釘子 ____本 .富蘭克林 自己總結(jié)的 :__________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 別人發(fā)表的 : _________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ __________________________________________________________ 教材總結(jié)的 : 服務(wù)差異性： __________________________________________ ________________________________________________________ ________________________________________________________ __________：人有我新 __________________________________________________________ 服務(wù)細(xì)節(jié)性： ________________________________________________________ ________________________________________________________ ________________________________________________________ ___________：人優(yōu)我恒 _________________________________________________________ _________________________________________________________ 中高端客戶服務(wù) 學(xué)員手冊(cè) 中高端客戶 開拓與經(jīng)營(yíng) 11 討論：客戶希望獲得的服務(wù) 自己案例： ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ___________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ___________________________________________________________ 分享記錄： ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ___________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ___________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ___________________________________________________________ 結(jié)論： 把最 好的服務(wù)奉獻(xiàn)給最好的客戶 ,由此培養(yǎng)出忠實(shí)的客戶群 中高端客戶服務(wù) 學(xué)員手冊(cè) 中高端客戶 開拓與經(jīng)營(yíng) 12 附加服務(wù) 個(gè)性服