谈客户服务,首先要视服务为战略,现在有一种“产品同质论”的说法。产品与技术的差异在逐步缩小,客户需要越来越多的服务;多品种,多样化,个性化,定制化大生产将主导市场。客户的消费也在有理性消费时代转变为感性消费时代,从传统经济意义上的注重实惠,到现在的注重满意度、注重感情的诉求,注重长期服务。传统意义上的服务是把服务视 On customer service, we must first consider service as a strategy, there is now a “product homogeneity theory” argument. Differences in products and technologies are gradually shrinking, customers need more and more services; variety, diversification, personalized, customized large-scale production will dominate the market. The consumption of customers has also changed from an era of rational consumption to an era of perceptual consumption. From the point of paying attention to benefits in the traditional economic sense, to paying attention to feelings and paying attention to feelings nowadays, paying attention to long-term services. The service in the traditional sense is the service