企业在制定了售后服务策略后,随之而来的是施策过程,也是决定服务能否成为企业核心竞争力的成败因素。售后服务工作中谈到的客户除我们通常意义上所指的用户外还包括服务代理商和产品配套商,涉及的问题面非常宽泛。下面笔者根据自身体会,就服务管理的几个主要工具谈一下自己的看法。 Enterprises in the development of after-sales service strategy, followed by the policy process, but also determine whether the service can become the core competitiveness of enterprises success or failure factors. The customer service mentioned in the after-sales service involves a wide range of issues, including service agents and product suppliers, in addition to the users we refer to in the usual sense. The following author based on their own experience, the service management of several major tools to talk about their own views.