服务体验与顾客行为管理

服务先天具有体验的特征,“顾客”是影响服务体验的重要因素之一。由于服务的顾客参与性强,“顾客”的行为举止对服务体验的影响非常大。通过服务剧本引导、兼容性控制、前置教育以及奖励参与和配合对顾客行为的有效管理,能给顾客带来良好的服务体验,有助于服务企业培养忠诚的顾客群体,提高企业的竞争力。

Service Experience and Customer's Behavior Management

Service is inherently characterized by experience,and "customer" is one of the key factors which influence service experience.But owing to the served customer's strong desire for participation,the customer's behaviour has great influence on the service experience.Through the guidance of service,compatibility control,prevenient education and the effective management of of customer's behaviour by encouraging participation and coordination,we will give customers good service experience,which is helpful for service enterprises to build an excellent image and cultivate loyal customers and strengthens the service enterprise's competitive power.