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海尔集团的老总张瑞敏有着这样的真知灼见:顾客的怨言对企业是良药、诤言,企业要视抱怨为黄金、为礼物。他说,海尔集团之所以能把一个曾经资不抵债的小厂,发展成为年销售额超过几百亿元人民币的国际化公司,就是靠了解、化解抱怨,不断为顾客提供优质服务赢得的。在同类产品质量、性能日益接近的今天,服务已成为企业间竞争的主攻方向。可以说,在企业经营重心由成本-质
Zhang Ruimin, chief executive of Haier Group, has the insight that customers’ complaints are good for the enterprise. In other words, businesses should regard complaining as gold as a gift. He said Haier Group has been able to develop a once-insolvenized small factory into an international company with annual sales of more than RMB10 billion, which it won by understanding and resolving complaints and continuously providing excellent services to its customers. In the same quality of products, the performance is getting closer today, the service has become the main competition among enterprises. It can be said that the focus of business operations by the cost-quality