尊重客户，理解客户，持续提供超越客户期望的产品与服务，做客户们永远的伙伴。这是我们一直坚持和倡导的服务理念。

一、每走一步，首先想到的是顾客在企业由卖方市场转变为买方市场后，消费者的消费观念产生了变化。面对众多的商品（或服务），消费者更乐于接受质量好的商品（或服务）。这里的质量不仅仅指产品的内在质量，还包括产品的包装质量、服务质量等一系列因素。因此须多方面地、较大限度地满足消费者的需求。

应站在顾客（或消费者）的立场，而不是站在公司的立场上去研究、设计和改进服务。

完善服务系统，加强售前、售中、售后服务，对顾客在使用商品中出现的各种问题及时帮助解决，使顾客感到方便。

高度重视顾客意见，让客户参与决策，把处理客户的意见作为使顾客满意的重要一环。

千方百计留住已有顾客。

建立以顾客为主的机制。其中各个机构的设立、服务流程的变革等等，都要以顾客需求为主，对顾客意见建立快速反应机制。

二、顾客是对的

1、顾客是商品的购买者，不是麻烦制造者；

2、顾客了解自己的需求、爱好，这恰恰是企业需要搜集的信息；

3、由于顾客有“一致性”，同一顾客争吵就是同所有顾客争吵。

三、顾客满意三要素：

商品满意：指顾客对商品品质的满意。

服务满意：指顾客对所购商品售前、售中、售后服务的一种肯定态度。无论商品多么完善，价钱多么合理，当它见诸于市场时，都须依赖服务。“售后服务制造长久顾客”。

企业形象满意：指社会公众对企业综合实力和总体印象的肯定评价。

Respect customers, understand customers, continue to provide products and services beyond customer expectations, do customers forever partner. This is the service concept that we have always adhered to and advocated.

First, every step, the first thought is that customers in the enterprise from the seller's market into the buyer's market, consumer consumption concept has changed. Faced with a large number of goods (or services), consumers are more willing to accept good quality goods (or services). The quality here not only refers to the internal quality of the product, but also includes the packaging quality of the product, service quality and a series of factors. Therefore, it is necessary to meet the needs of consumers in many ways and to a greater extent.

Research, design and improve services from the standpoint of the customer (or consumer) rather than from the standpoint of the company.

Improve the service system, strengthen the pre-sale, sale and after-sales service, and help customers solve various problems in the use of goods in a timely manner, so that customers feel convenient.

Attach great importance to customer opinions, let customers participate in decision-making, and deal with customer opinions as an important part of customer satisfaction.

Do everything possible to retain existing customers.

Establish a customer-oriented mechanism. Among them, the establishment of various institutions, the reform of service processes, etc., should be based on customer needs, and establish a rapid response mechanism to customer opinions.

Two, the customer is right

1. Customers are buyers of goods, not troublemakers;

2. Customers understand their needs and hobbies, which is exactly the information that enterprises need to collect;

3, because the customer has "consistency", the same customer quarrel is to quarrel with all customers.

Three elements of customer satisfaction:

Product satisfaction: customer satisfaction with the quality of the product.

Service satisfaction: refers to the customer's positive attitude towards the pre-sale, sale and after-sales service of the purchased goods. No matter how perfect the product is, how reasonable the price is, when it is presented in the market, it must rely on the service. "After-sales service to create long-term customers".

Corporate image satisfaction: refers to the public's positive evaluation of the comprehensive strength and overall impression of the enterprise.