Service Determines Everything: (The First Comprehensive Handbook for Fully Enhancing Enterprise Service Capability in China)

Author: Yang Jian
Publisher:
Publish Date: 2005-02-01
Features: Perfect service value philosophy, Detailed service operation skills, Classic service marketing cases, Practical service training tutorials! The first comprehensive service improvement manual for enterprises in China! What is the common point between a small vendor and a chairman? Or what is the common point between a roadside shop and a multinational company? The answer lies in this: products rule everything, and service determines success! In the marketing world, there is a famous equation: 100 - 1 = 0. This means that even if 100 customers are satisfied with a company, but just one customer holds a negative attitude, the company's reputation instantly drops to zero. It shows that customer satisfaction is not a mathematically or logically applicable concept, but a hard-to-quantify subjective quality. Implementing a service revolution, improving the service industry, advancing traditional service to modern service, building a service culture, enhancing service quality, creating customer satisfaction, and building enterprise core competitiveness are social challenges and urgent strategic tasks faced by all industries. This book provides an insightful exploration of why and how to do a good job in service, supported by numerous examples for illustration and analysis. It is believed to have a clear guiding role in strengthening employees' service awareness, improving their service quality, implementing a customer-first business strategy, enhancing the service quality and image of enterprises, and improving their competitive advantages, including in industries such as commerce, hotels, restaurants, tourism, civil aviation, finance, home appliances, manufacturing, monopolies, and even government departments.