网络连锁代理平台 明星写真
Les'son ten  the cus'tomer ser'vice
第十课  顾客服务
First, the lar'gest as'sets` of en'terprise` are cus'tomers. 
一、企业最大的资产是顾客。
If there are not cus'tomers, the prod'ucts can"t be sold out. The en'terprise` will go ban'krupt`. 
如果没有顾客,企业的产品卖不出去,就会倒闭。
The sta'ff that has'n"t been ed'u`ca`ted is the grea'test debt of en'terprise`. 
没有被教育的员工是企业最大的负债。
These sta'ff will drive cus'tomers away', and make the en'terprise` go ban'krupt`. 
这些员工会赶走顾客,使企业倒闭。
 
Sec'ond, un`derstand' the rel'evant char'acteristics of the cus'tomers. 
二、了解顾客的有关特性 
1. O'nly 4% of the cus'tomers complai'n, 96% of the cus'tomers leave away' si'lently.
1、一般顾客中只有4%抱怨,96%默默离去。
91% of the un'sat'isfie`d cus'tomers will nev'er com'e agai'n.
不满顾客中的91%绝不光顾。 
2. Why do'n"t  the cus'tomers com'e? 
2、顾客为何不上门?
Accor'ding to the inves`tiga'tion, 3% mov'e to a new place, 5% are on friend'ly terms with oth'er same trades, 9% think the prices are too high, 14% think the qual'ity of prod'ucts is not good, 69% think the ser'vice is too bad.
据调查,3%搬家,5%与其它同业有交情,9%价钱太高,14%产品品质不佳,69%服务太差。 
3. What will the un'sat'isfie`d cus'tomers do next? 
3、不满意顾客会怎样?
(1) If han'dled well, they will tell 8 or 10 peo'ple. 
(1) 处理好的,告诉8至10人。 
(2) If sol'ved well, 95% of them will tell more than 20 peo'ple. 
(2) 解决好的,95%以上会告诉20人以上。 
4. What's the resul't of dealing with the complai'nt? 
4、处理抱怨会怎样? 
(1) If set'tled well, 70% of them will com'e o'ver on'ce agai'n.
(1)抱怨处理得好,70%会再度光临。 
(2) If sol'ved on the spot, the un'sat'isfie`d cus'tomers will com'e o'ver on'ce agai'n. 
(2)当场解决,95%的不满意顾客愿再上门。 
(3) If the complai'nts of cus'tomers are set'tled well, the sat'isfie`d one will tell 5 peo'ple. 
(3)一个顾客的抱怨被圆满处理后,满意者会开口告诉5个人。
 
Third, a'fter the en'terprise` leaves the cus'tomers a neg'ative impres'sion, you will hav'e to leave the cus'tomers 12 pos'itive impres'sions to mend it. 
三、企业留给顾客一个负面印象后,要12个正面印象才能补回。
 
Fourth, the rela'tion of prof'it and cus'tomer: Giv'e cus'tomers best ser'vice, let him giv'e you prof'it hap'pily. 
四、利润与顾客的关系:给顾客最好的服务,让他快乐地给你利润。
The pur'pose of your work is not to sell the goods, but to make the cus'tomer sat'isfie`d. 
你工作的目的,不是为了卖东西,而是让顾客满意。
You should help the cus'tomer to buy the things that he needs, but not sell things to him tough'ly. 
你要帮助顾客买他需要的东西,而不是硬卖给他东西。
Cus'tomers like to make the decis'ion themsel'ves.
顾客喜欢自己做决定。
Success' e'quals to 100% sat`isfac'tion of the cus'tomers. 
成功等于100%的顾客满意度。
 
Fifth, the bal'ance of the prof'it and the sat`isfac'tion of cus'tomers --Ser'vice.
五、利润与顾客满意之间的平衡--服务。 
1. Un`derstand' the cus'tomer"s complai'nt. 
1、了解顾客的抱怨。 
2. Solve the cus'tomer"s complai'nt. 
2、解决顾客的抱怨。 
3. Un`derstand' the cus'tomer"s dema'nd. 
3、了解顾客的需求。 
4. Meet cus'tomer"s dema'nds. 
4、满足顾客的需求。 
5. Sur`mou'nt the cus'tomer"s ex`pec`ta'tion. 
5、超越顾客的期望。
If cha'nge the cus'tomer in five terms of abov'e to boss, friend, cou'ple, and so on, you can han'dle the rela'tion with them well. 
将上面5条中的顾客改为老板、朋友、夫妻等,你就能处理好跟他们的关系。
 
Sixth, ten ma'jor rules of cus'tomer"s sat`isfac'tion 
六、顾客满意十大法则
1. In'com'e rule: The cus'tomer is your in'com'e. 
1、收入法则:顾客是你的收入。
It is the cus'tomers that pay you wages, but not the boss. 
是顾客给你发工资,而不是老板。 
2. At'titude` rule: The at'titude` deter'mines the degree' of ser'vice. The at'titude` of the Jap`anese' en'terprise` is ve'ry good. 
2、态度法则:态度决定服务程度。日本企业的服务态度很好。 
3. Help rule: The cus'tomer o'nly needs help. 
3、帮助法则:顾客只需要帮助。
He does not want your re`fun'ds. He needs your help. 
他不是要你赔钱,是要你帮助。 
4. Rule of val'ue` all one's life: A cus'tomer"s val'ue` is 20 times of an'nual sales amount' of yours. 
4、终生价值法则:一位顾客的价值是你年销售额的20倍。
The cus'tomer consume's for a long time, he will tell oth'ers with high praise. 
顾客长期消费,会口碑相传。 
5. Rule of pa'tron: The pa'tron who contin'ue`s to buy is your prof'it source.
5、老顾客法则:继续购买的老顾客才是你的利润来源。
Gen'erally the en'terprise` uses 80% of the sel'ling charges for adver'tisement to devel'op new cus'tomers. 
一般企业将销售费用的80%用于做广告开发新顾客。
If 80% of the sel'ling charges are used in pa'tron ser'vice, the resul't will be bet'ter. 
如果将销售费用的80%用于服务老顾客,效果会更好。
6. Rule of end: Bus'iness begin's with the end. Bus'iness begin's with cus'tomer"s going. 
6、结束法则:结束就是开始,生意开始于顾客走之后。
If the cus'tomer giv'es pub'lic praise a'fter lea'ving, the bus'iness will boom.
顾客走后有口碑,就会有好生意。 
7. Rule of pub'lic praise: The pow'er of pub'lic praise is 50 times grea'ter than the me'dia. 
7、口碑法则:口碑的威力比媒体大50倍。
Gen'erally peo'ple consume' a'fter lis'tening to friend's rec`ommen'ding. He won't consume' o'nly by watch'ing adver'tisement. 
人们一般是听朋友介绍后消费,而不是看了广告后就消费。 
8. Rule of fee'ling: Af`fabil'ity, friend'liness and the will of helping oth'ers are in direct' propor'tion to success'.
8、感觉法则:亲切、友善和帮助别人的意愿与成功成正比。
The atten'dant can"t be fierce and sco'ld cus'tomers.
服务员绝对不能凶狠、骂顾客。
For exa'mple the stew`ardess' of the in`ternat'ional flight has cor'dial at'titude`. The at'titude` of stew`ardess' of the domes'tic flight is ice-co'ld.
如国际航班的空姐态度亲切,国内航班的空姐态度冰冷。
Though they say hel`lo' too, the at'titude` is not cor'dial, and cus'tomer does not feel well.
虽然她们也问好,但态度不亲切,所以感觉不好。
Treat cus'tomers with the at'titude` as you treat the grand'ma`.
要用对待老奶奶的态度来对待顾客。
When speak to cus'tomer, you call grand'ma` si'lently first in your heart. 
对顾客说话时,心里先默念老奶奶。 
9. Rule of pol'icy: The pol'icy of the com'pany is on the base of ser'ving cus'tomers. 
9、政策法则:公司的政策以服务顾客为出发点。
Let ev'ery sta'ff be wil'ling to serve cus'tomer warm'ly.
让每一个员工都愿意热情为顾客服务。 
10. Rule of cog`nit'ion: The cus'tomer"s cog`nit'ion is the stan'dard to meas'ure the ser'vice. 
10、认知法则:顾客的认知才是衡量服务好坏的标准。
Remi'nd cus'tomer and let cus'tomer think the serve is good.
要提醒顾客,让顾客认为服务好。
 
The case: 
案例: 
1.Write down my hope to the sta'ff. 
1、写下我希望员工有什么表现。
I hope that sta'ff serves the cus'tomer with cor'dial and friend'ly and warm at'titude`.
希望员工对顾客亲切、友善、热情服务。
If the cus'tomer complai'ns, they will take meas'ures to solve on the spot.
顾客如果有抱怨,要采取措施当场解决。
The sta'ff can o'nly say "Yes" to the request' of the cus'tomer.
对顾客的要求,只能说“是”。
If the sta'ff has to say "no" to the request' that can"t meet, he must get the appro'val of the man'ager. 
如果对不能答应的要求要说“不”,必须经过经理的批准。 
2.Write down 3 i`dea's to let cus'tomer com'e o'ver agai'n. 
2、写出如何让顾客愿意再上门的三个点子。 
(1) Desig'n the scheme to increase' the wealth with the insur'ance for the cus'tomers and the charge is free.
(1)免费为顾客设计用保险增加财富的方案。 
(2) Let cus'tomers lis'ten to 10 se'crets of succee'ding in get'ting rich that lec'tured by fa'mous great ma'ster of success', Du yunsheng. 
(2)免费让顾客听著名成功学大师杜云生演讲成功致富的十个秘密。 
(3) Stu'dent"s pub'lic praise. If rec`ommend' oth'er stu'dents to stud'y he will get the reward' of 10% of tu`it'ion fee.  

(3)学员口碑。介绍其他学员来学习,给予学费10%的奖励。

返回首页 公司简介 总裁介绍 市场分析 英语教材 网站精选