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【商业思考】如何将客户服务转变为我们的竞争和发展优势？

发表时间：2024-03-13 14:25作者：BMCPartnership

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【阅读时间：2分钟 | Reading Time: 2 mins】

作为企业的管理者，我的重要职责之一就是做好客户服务，我的目标不仅仅是满足客户已知的期望，而是给他们提供超出期望的服务和惊喜。通过多年的尝试、错误和无数次的互动，我发现了只要坚持四个核心目标，我们就能够实现卓越的客户服务体验，因此我们有不少客户与我们保持了多年的合作关系，并且他们也给我们不断的介绍新客户。

这四个核心目标已成为我们客户服务理念的基石。让我分享这些源于经验的见解，讲述我们是如何将客户服务转变为我们企业持续发展的优势！

As a business manager of our company, one of my paramount duties has been to excel in customer service. My goal has never been just to meet the known expectations of our clients but to surprise and delight them by exceeding those expectations. Through years of trial and error, along with countless interactions, I've identified four core objectives that enable us to deliver an exceptional customer service experience. This commitment to excellence in customer service has not only strengthened our relationships with clients, some of whom have been with us for over four to five years, but has also led to new client referrals.

These four core objectives have become the cornerstone of our customer service philosophy. Allow me to share insights from my experience on how focusing on these goals has transformed customer service into a significant advantage for our business's ongoing development.

为客户发声 Speaking Up for Our Customers
建立客户忠诚度 Cultivating Unwavering Customer Loyalty
把客户问题和投诉转变为机会 Viewing Every Customer Issue or Complaint as an Opportunity：
持续提升客户满意度 Raising Customer Satisfaction to New Heights

为我们的客户发声

当我意识到为我们的客户发声的力量时，我获得了第一个突破。这不仅仅是满足他们的需求和解决他们的问题，而是在公司组织内部成为客户的拥护者，为他们的利益代言。我把确保他们的声音在每个部门被听到作为我的使命，从产品开发到市场营销。这种方法不仅导致了更好的产品和服务，而且还在我们和客户之间建立了更深层次的信任。他们知道我们不仅仅是在听，我们是在代表他们采取行动。

Speaking Up for Our Customers：The first major breakthrough came when I realised the importance of being our customers' advocate. This goes beyond simply meeting their needs and solving their issues; it's about championing their interests within the organisation. I've made it my mission to ensure their voices are heard across all departments, from product development to marketing. This approach has not only led to the development of better products and services but has also deepened the trust between us and our clients. They know we're not just listening—we're actively representing them and taking action on their behalf.

培养客户忠诚度

建立忠诚度是我的下一个重点。我很快学到，忠诚度不是源于单一的互动，而是来自于始终如一的积极体验。通过把每位客户当作我们唯一的客户来对待，我们成功地建立了忠诚的客户关系。具体表现是个性化的接触、超预期的增值服务，或者仅仅是在通话中记住他们的名字或爱好，都极大地产生了影响。我发现，忠诚度是在这些真诚关怀和认可的小细节中培养出来的。

Cultivating Unwavering Customer Loyalty：My next focus was on building loyalty, which I quickly learned doesn't stem from a single interaction but from consistently positive experiences. By treating every customer as if they're our only customer, we've successfully fostered loyal relationships. Personal touches, unexpected value-added services, or simply remembering their names or preferences during conversations have all had a significant impact. I've discovered that loyalty is nurtured in these small moments of genuine care and recognition.

把每次客户问题或投诉看作是一次机会

有效处理客户问题或投诉是提升我们客户服务中最具挑战性但也最有价值的一部分。每次处理问题和投诉，对我们团队来说都是一次改进的机会。我会亲自监督我们处理客户问题和投诉的解决流程，确保每个问题都能站在客户的需求立场来迅速地得到解决。这种亲自上阵的方法不仅帮助我们保留了客户，并且将不满意的客户转变为满意的客户，他们还会介绍新客户给我们。虽然遇到的客户问题或投诉并不是愉快的体验，但是把他们转变为愉快体验是我们每一次的追求！

Viewing Every Customer Issue or Complaint as an Opportunity：Addressing customer issues or complaints effectively has been one of the most challenging yet rewarding aspects of improving our customer service. For our team, every issue or complaint presents an opportunity for improvement. I personally oversee the resolution process to ensure that we address each issue promptly and from a stance that aligns with the customer's needs. This hands-on approach has not only helped us retain customers but has also turned dissatisfied customers into satisfied ones, who in turn refer new clients to us. Transforming an unpleasant experience into a positive one is always our goal.

将客户满意度提升到新的高度

最后，涵盖所有其他目标的总体目标是提高客户满意度。这是我衡量我们成功的标准。我们实施的每项政策、我们提供的每项服务以及我们进行的每次互动，都旨在使我们的客户服务体验尽可能愉快且持续。因此通过定期的反馈会议、客户满意度调查以及持续改进的文化使我们不断前进。客户的微笑或读到积极的评论，是提醒我们正走在正确的道路上的信号。

Raising Customer Satisfaction to New Heights： Finally, the overarching aim that encompasses all other goals is enhancing customer satisfaction. This metric is the standard by which I measure our success. Every policy we implement, every service we offer, and every interaction we engage in is designed to make our customer service experience as pleasant and ongoing as possible. Through regular feedback sessions, customer satisfaction surveys, and a culture of continuous improvement, we keep moving forward. A customer's smile or a positive review serves as a reminder that we're on the right path.

回顾过去，这四个目标在改变我们对客户服务的方法上起到了关键作用。这是一个永无止境的改进旅程，但它非常有回报。将客户服务作为个人使命，而不仅仅是公司或所在部门的责任。在自己公司内部或者去客户公司提供培训的时候，我都会分享这些经验。希望对各位读者也有所帮助！

Reflecting on the past, these four objectives have played a crucial role in transforming our approach to customer service. It's an endless journey of improvement, but immensely rewarding. Making customer service a personal mission, rather than just a corporate or departmental responsibility, has been key. Whether providing training within our own company or at a client's premises, I always share these experiences, hoping they'll be helpful to others as well!

基于资深团队40 多年的全球业务和培训经验，我们的人才发展洞察将为您和您的团队提供关键技能解读来保持领先的商业人才和思维认知的地位。我们很荣幸邀请您探讨以上文章的内容，或其他您任何感兴趣的主题。请告知您的可用时间预定会议。

Drawing on over 40 years of global business and training experience, our newsletter gives you and your team key tips to stay ahead and think creatively. We are delighted to invite you to have a short meeting to discuss the business ideas in this newsletter, or any other talent development topics relevant to your business needs. Please let me know your availability.

Email:danny.li@bmconsulting.cn ｜

[BMC Partnership | City & Guilds Approved Centre]

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