福特汽车公司的服务态度概述(英文版)(ppt 25页)

福特汽车公司的服务态度概述目录：
1.What Is Customer Satisfaction ?
2.Why Needs Customer Satisfaction ?
3.What Are Key Components Of Customer Satisfaction ?
4.How To Understand Your Customer Satisfaction ?
5.What Are Factors That Block Customer Satisfaction ?
6.How To Improve Customer Satisfaction with Product / Quality ?
7.What Are Key Drivers To Make You Success On Customer Satisfaction ?
8.Q&A

 

 

福特汽车公司的服务态度概述内容摘要：
    What Is Customer Satisfaction ?
    1.The formation process is dynamic :
    Customer measures and rates his/her Satisfaction as a result of comparison process. Prior to the purchase and consumption of a product/service, a customer establishes various expectations concerning the “Performance” of the product/service.
    In general, EXPECTIONS are the customer’s predictions of the nature and level of satisfaction that they will RECEIVE when product/service is consumed.
    Therefore, customer expectations play the role of defining the standard against which subsequent “Performance” is judged.

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