| 如何提高商用车售后服务客户满意度 |
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| 引用本文： | 李伟.如何提高商用车售后服务客户满意度[J].商用汽车,2012(5):84-87. |
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| 作者姓名： | 李伟 |
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| 摘 要： | 随着我国商用车保有量的迅猛增长,市场竞争已从销售逐步转向售后服务市场。作为售后服务管理的核心内容,客户满意度管理越来越受到汽车生产企业和经销商的重视。客户满意度管理是以客户感受为关注焦点,
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| 关 键 词： | 客户满意度 商用车 经销商 售后服务 满意度管理 车辆维修 商用汽车 乘用车 维修人员 生产企业 |
How to Sufficiently Increase Total Customer Satisfaction By After-sale Service |
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| Abstract: | Increasing total customer satisfaction is one of the critical winning factors for auto manufacturers and dealers to reinforce competitive strength. However, many issues happened in the process of after-sales service had negative impact on consumers’ purchasing decision. The article analyzed from three aspects a few of existing problems in after-sales service of commercial vehicles market, and pointed out 5 major actionable measures to increase the total customer satisfaction. |
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