電大畢業(yè)論文豐田汽車(chē)銷(xiāo)售公司客戶(hù)服務(wù)研究-展示頁(yè)
2025-07-02 19:11本頁(yè)面
【正文】 務(wù)研究目 錄Abstract………………………………………………………………1內(nèi)容提要………………………………………………………………2一、 寧波雅華豐田汽車(chē)銷(xiāo)售服務(wù)公司客戶(hù)服務(wù)現(xiàn)狀及研究意義……3二、 寧波雅華豐田汽車(chē)銷(xiāo)售服務(wù)公司服務(wù)戰(zhàn)略剖析……………5（一）公司的行業(yè)地區(qū)分析………………………………………5（二）公司的服務(wù)戰(zhàn)略……………………………………………5三、 寧波雅華豐田汽車(chē)銷(xiāo)售服務(wù)公司客戶(hù)服務(wù)的不足之處…7（一）銷(xiāo)售代表的服務(wù)態(tài)度不夠到位………………………………7（二）管理層對(duì)服務(wù)客戶(hù)服務(wù)的過(guò)程監(jiān)控難以評(píng)判…………………7（三）客戶(hù)流失問(wèn)題較突出……………………………………………8（四）銷(xiāo)售代表的專(zhuān)業(yè)知識(shí)不足……………………………8四、寧波雅華豐田汽車(chē)銷(xiāo)售服務(wù)公司加強(qiáng)客戶(hù)服務(wù)的建議……8（一）加強(qiáng)監(jiān)督，改善服務(wù)態(tài)度………………………………………8（二）細(xì)化指標(biāo)，促進(jìn)滿意度評(píng)定……………………………………9（三）提升品質(zhì)，避免客戶(hù)流失………………………………………9（四）加強(qiáng)溝通，避免與消費(fèi)者沖突…………………………………9（五）開(kāi)展培訓(xùn)，強(qiáng)化專(zhuān)業(yè)知識(shí)………………………………………10參考文獻(xiàn)……………………………………………………………11AbstractThe increasingly fierce market petition, many enterprises in the product cost, product quality, timeliness of delivery and so the potential almost to the limit. Market petition among enterprises is not only the quality of goods, as well as ancillary services. Services to provide customer satisfaction is being a key business success factors. Based on customer satisfaction, quality of service management has bee a modern enterprise petition in the market an important topic. This paper discusses the meaning of customer satisfaction,explored the meaning of customer satisfaction, bined with the relationship between Ningbo Yahua Toyota Co, ltd39。s CS concept examples, analysis to increase customer confidence, cultivate a loyal customer of the ways and means.Key words: Toyota CS， Customer Interaction， Customer Satisfaction， Customer Trust，Customer Loyalty寧波雅華豐田汽車(chē)銷(xiāo)售公司服務(wù)戰(zhàn)略研究?jī)?nèi) 容 提 要市場(chǎng)競(jìng)爭(zhēng)日趨激烈，許多企業(yè)在產(chǎn)品成本、產(chǎn)品質(zhì)量、供貨及時(shí)性等方面的潛能幾乎已發(fā)揮到極致。提供顧客滿意的優(yōu)質(zhì)服務(wù)正成為企業(yè)走向成功的關(guān)鍵因素。本文探討了顧客滿意的內(nèi)涵、關(guān)系并結(jié)合寧波雅華豐田公司的“CS”理念實(shí)例，分析寧波雅華豐田的經(jīng)營(yíng)理念,客戶(hù)互動(dòng)與顧客滿意,顧客信任已經(jīng)客戶(hù)忠誠(chéng)的具體含義和相互關(guān)系,尋求提高客戶(hù)信任度，培養(yǎng)忠實(shí)客戶(hù)的方法和途徑。寧波地區(qū)從起初只有一家豐田4S店，發(fā)展到現(xiàn)在4家，月銷(xiāo)量從數(shù)十臺(tái)，增長(zhǎng)到高峰時(shí)期的6
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