مشتری مداری

مشتری از دیدگاه ماهاتما گاندی:
مشتری مهمترین ناظر بر فعالیتهای ماست
او به ما وابسته نیست  ، ما به او وابسته هستیم
مشتری در کار ما یک هدف زود گذر نیست ، بلکه مشتری هدف و غایت همه اقدامات ماست.
او یک فرد خارجی در سازمان ما محسوب نمی شود ، بلکه مشتری جزئی از سازمان ماست.
ما با خدمتی که به مشتری ارائه می نماییم به او لطف نمی کنیم ، بلکه او از این طریق فرصتی برای ادامه کار به ما می دهد و در  حق ما لطف می کند.
اصول طلایی مشتری مداری:
  •   مشتری مداری با استخدام هر عضوی از سازمان آغاز می شود
  •   احترام در همه جا و برای همه مشتریان ضروری است
  •   مشتری مداری کنار آمدن با مشتریان ناسازگار است
  •   شکایات مشتری ارزان ترین راه شناخت مشتریان است
  •   ارتباطات مشتری را با گوش کردن مدیریت کنید
  •   رضایت کارکنان رابطه ای مستقیم با رضایت مشتریان دارد
  •   مشتری داور نامریی و نهایی موفقیت یا شکست است
  •   هیچ کس مجبور نیست با ما معامله کند
  •   صداقت و خوشنامی دروازه ورود مشتریان به سازمان است
  •   مطمئنا اولویت های مشتریان با اولویت های شما تفاوت دارد
  •   مشتری بر اساس ظاهر شما و ظاهر محیط شما قضاوت می کند
  •   مشتری مشاور اول ما برای بهبود مستمر است زیرا مشتری بهتر از هر کس دیگر نیازهای ما را   می  داند
  •   جذب مشتری راحت تر از نگهداری مشتری و نگهداری مشتری راحت تر از رضایت مشتری است
  •   هزینه جذب مشتری بیش از هزینه نگهداری مشتری و هزینه نگهداری مشتری بیشتر از هزینه رضایت مشتری است
  •   مشتری حرف اول و آخر را می زند
  •   صادقانه به حرف و حق مشتری احترام بگذارید
  •   تبلیغ کافی است ، درباره همه چیز اطلاعات بدهید
  •   در ارتباطات همیشه مثبت نگر و 1 باشید
  •   با ذهنیت مثبت ” من خوبم – تو خوبی” ارتباط را آغاز کنید
  •   بایستی به آنچه مشتری می گوید گوش فرا دهیم و سرعت در پاسخگویی را اصل اول رضایت مشتری قرار دهیم
  •   ارتباط برقرار کنید ، ارتباط بازی پینگ پونگ است اگر یکی بازی نکند بازی انجام نمی شود، پس برای مشتری فرصت گفتگو مهیا کنید
  •   برنده – برنده بیندیشید ، نزدیک ترین راه شکست ، اصرار برای پیروزی بر مشتری است
  •   روابط ما خواسته یا ناخواسته رضایت مشتری را شکل می دهد . مشکلات را حتی الامکان باکمک مشتری حل کنید
  •   هرگز در برخورد با مشتریان تبعیض قائل نشوید چرا که احترام “در همه جا” و ” برای همه” مشتریان ضروری است
  •   حتی اگر یقین دارید که حق با شماست از بحث کردن با مشتری اجتناب کنید
  •   هرگز تماس مشتریان را بدون پاسخ نگذارید
  •   اگر شما از مشتریان خود مراقبت نکنید دیگران این کار را انجام می دهند.
  •   هیچگاه احساس نکنید هرآنچه را که می توانستید برای مشتری انجام داده اید همیشه به فکر خدمات بهتر باشید
  •   حتی اگر دشمن هم برای خرید بیاید با تمام وجود بایستی او را راضی کنید
  •   شناخت ، قدم اول برای دستیابی به رضایت مشتری است پس لازم است نیازهای  در حال تغییر مشتریان شناسایی و پیش بینی شود
  •   مشتری زمانی راضی می شود که محترمانه با او برخورد شود و خدمات دوستانه و مفید به او ارائه شود
  •   رضایت خودتان بخشی از رضایت مشتری است
  •   همواره 50 درصد نارضایتی  مشتریان از بی اطلاعی است
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