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一、明确顾客期望,超越顾客期望(一)了解和发掘顾客的真正需求,满足顾客需求。以顾客本身为出发点,从顾客身上展开挖掘,以便真正了解顾客的需求,并设法满足顾客的需求。首先企业要根据自己的业务范围明确自己的定位,确定自己在同行业中所处地位,细分自己的顾客群体。例如餐饮行业,有的定位于高端顾客群,有的则定位于中档群体,不同的定位决定了所提供服
First, clear customer expectations, exceed customer expectations (A) to understand and explore the real needs of customers, to meet customer needs. Starting from the customers themselves, digging from the customers in order to truly understand the needs of customers and to try to meet customer needs. First of all, according to their own business scope to define their own position, to determine their own position in the industry, subdivision their own customer base. For example, the catering industry, some targeted at high-end customer base, while others are located in the mid-range groups, different positioning determines the service provided