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服务承诺(service guarantee)作为一种重要的营销手段,在各类企业中得到越来越广泛的使用。基于顾客导向的服务承诺的设计与实施,可以更好地满足顾客需求和增加购买意愿,有利于提高企业的服务质量和增强市场竞争力。在服务承诺的设计过程中,需要选择服务承诺的类型、设计具体流程;在服务承诺的实施过程中,需要对整个实施过程进行有效监控,具体包括加强顾客导向的服务过程管理、对服务失误进行补救以及服务承诺的效果评估和反馈优化。
As an important marketing tool, service guarantee is more and more widely used in all kinds of enterprises. Based on customer-oriented design and implementation of service commitment, we can better meet customer needs and increase willingness to buy, which will help to improve the service quality of enterprises and enhance market competitiveness. During the design of service commitment, we need to choose the type of service commitment and design specific process. During the implementation of service commitment, we need to effectively monitor the entire implementation process, including strengthening customer oriented service process management, Remedial and service effectiveness evaluation and feedback optimization.