分享興趣，傳播快樂，增長見聞，留下美好！親愛的您，這里是LearningYard新學(xué)苑。今天小編為大家?guī)怼段锪鲗W(xué)3 | 顧客服務(wù)》

Share interest, spread happiness, increase knowledge, leave a good!Dear you, here is the LearningYard new academy.Today small make up today to bring "logistics 3 | customer service".

顧客對于企業(yè)來說非常重要。在當(dāng)今激烈的商業(yè)競爭環(huán)境下，將顧客視為“麻煩”的企業(yè)難以維持太久。讓我們來看看幾個被頻繁引證的與不滿意顧客相關(guān)的經(jīng)典語句。開發(fā)新顧客的成本是留住老顧客成本的5倍。95%的不滿顧客不會向企業(yè)表達(dá)他們的不滿，但他們會停止購買該企業(yè)的產(chǎn)品，平均會向9個人敘述不愉快的購物經(jīng)歷。很簡單，留住老顧客比開發(fā)新顧客容易得多。因此，顧客服務(wù)應(yīng)努力讓顧客滿意并在顧客的腦海中形成與該企業(yè)做生意很容易的感知。

Customers are very important for enterprises.In today's fierce business competition environment, companies that see customers as "trouble" are hard to sustain for too long.Let's see a few frequently cited classic statements related to dissatisfied customers.The cost of developing new customers is five times that of retaining old customers.Ninety-five percent of dissatisfied customers do not express their dissatisfaction to the company, but they will stop buying the company's products, telling an average of unpleasant shopping experiences to nine people.It's much easier to retain old customers than to develop new ones.Therefore, customer service should strive to make customers satisfied and develop a perception that it is easy to do business with the company.

顧客服務(wù)能成為非常好的競爭武器，而且比起價格和促銷等其他營銷手段，顧客服務(wù)更難以被競爭對手效仿。諾德斯特龍( Nordstrom's,一家高端零售商)在顧客服務(wù)方面具有持久聲譽，這種對顧客的關(guān)注使諾德斯特龍的競爭對手難以匹敵。例如，本書的一位作者曾在諾德斯特龍購物，發(fā)現(xiàn)了一款中意的皮帶，可是店內(nèi)庫存中沒有合適尺寸的該款皮帶。幾天后，這位作者接到諾德斯特龍銷售員的電話，告知本地店鋪內(nèi)已有尺寸合適的皮帶。銷售員確定諾德斯特龍的另一家店鋪有合適尺寸的皮帶，并通過空運緊急調(diào)貨到本地商店。皮帶的零售價大約45美元，很可能諾德斯特龍在這次交易中虧了錢，但可以做出合理的假設(shè)，很少有其他零售商會模仿諾德斯特龍的顧客服務(wù)行為。

Customer service can be a very good competitive weapon, and it is even harder to emulate by its competitors than by other marketing methods, such as price and promotion.Nordstrom's (a high-end retailer) has a lasting reputation for customer service that makes Nordstrom's rivals unmatched.For example, one of the authors of the book went shopping in Nordstrom and found a favorite belt, but it did not have the right size in the store.A few days later, the author received a call from a Nordstrom salesman about the right size belts in the local store.The salesman determined that another Nordstrom store had the appropriate sized belt and made an emergency shipment to the local store by air lift.The belt retail for about $45 and it is likely that Nordstrom lost money on the deal, but reasonable assumptions can be made that few other retailers would imitate Nordstrom's customer service behavior.

全球化和技術(shù)進步等宏觀環(huán)境的變化使企業(yè)和個人對顧客服務(wù)都提出了更高的要求。正如在前面章節(jié)所提到的，顧客的期望隨著時間不斷提高。如果相關(guān)的性能(服務(wù))水平無法跟上，那顧客就可能不滿意。另外，本章也強調(diào)過可靠的服務(wù)可以使企業(yè)僅保持較低水平的庫存，尤其是安全庫存，因此庫存持有成本也更低。此外，在當(dāng)今越來越自動化和計算機化的世界，顧客和賣家之間的關(guān)系會變得機械化。從顧客的視角來看，這種情況讓人沮喪也很低效。能提供高服務(wù)水平的企業(yè)，尤其是提供高水平個人服務(wù)的企業(yè)，應(yīng)當(dāng)發(fā)現(xiàn)它在市場上具有強大的銷售優(yōu)勢。

Changes in the macro environment such as globalization and technological progress have made both enterprises and individuals put forward higher requirements for customer service.As mentioned in the previous chapter, customer expectations grow over time.If the relevant performance (service) level does not keep up, then customers may not be satisfied.In addition, this chapter also emphasizes that reliable services can allow businesses to maintain only low levels of inventory, especially safe inventory, and so the inventory holding costs are also lower.Moreover, in today's increasingly automated and computerized world, the relationship between customers and sellers becomes mechanized.From the customer's perspective, this is frustrating and inefficient.Enterprises that can provide high service level, especially those with high service level of personal services, should find that they have strong sales advantages in the market.

此外，賣方質(zhì)量控制計劃的普遍實施使更高水平的服務(wù)成為必然。近年來，許多企業(yè)，尤其是零售商和批發(fā)商，變得更加關(guān)注庫存。對庫存的重視，導(dǎo)致出現(xiàn)了計算機輔助分析以識別那些能夠持續(xù)提供良好或糟糕服務(wù)水平的賣家。過去，由于利用手工系統(tǒng)，在賣方采取糾正措施前，嚴(yán)重的顧客服務(wù)問題往往不斷重復(fù)發(fā)生。如今，這些因素都被自動編程寫人電腦，企業(yè)可以密切監(jiān)控每個賣方的服務(wù)質(zhì)量。

Moreover, the general implementation of seller quality control plans makes a higher level of service inevitable.In recent years, many businesses, especially retailers and wholesalers, have become more focused on inventory.The emphasis on inventory has led to the emergence of computer-aided analysis to identify sellers who have consistently provided good or poor levels of service.In the past, serious customer service problems were often repeated before the seller took corrective measures.Today, these factors are automatically programmed to write on human computers, and companies can closely monitor the quality of service of each seller.

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If you have a unique idea of today's article, welcome to leave us a message, let's meet tomorrow, I wish you have a happy life today!