福特汽車公司的服務態度概述(英文版)(ppt 25頁)

福特汽車公司的服務態度概述目錄：
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

福特汽車公司的服務態度概述內容摘要：
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.

..............................