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如何對付奧客？ Serving Unfair Customers
- 1. Group : 伊斯 嘉怡 ⼩小均 清⼤大服務科學研究所/前線服務設計 指導⽼老師 ⺩王貞雅 05-13 如何對付奧客？Serving unfair customers
- 3. 奧客 • 奧客的定義⼤大家都不⼀一樣 • 合法，但讓⼈人厭惡 • ⾏行為與頻率 • 如何應變 intentionality
- 6. 幾個觀點
- 7. • “I think there is a subservient or servant mentality to all service, and to stray from that causes confusion in taking clear and concise action that should be positive for the customer.” • 動作要簡潔明確避免混肴
- 8. • “The lifetime cost of losing a guest exceeds $500, so we go to great lengths to avoid losing them, even when they’re wrong. Rather than risk offending guests, we tend to let ‘little things’ go.” • 失去顧客的成本太⾼高了
- 9. • “My philosophy is that the customer is always right to some degree. It is that matter of degree that determines the action of the company. I believe that if we ever think that the customer is 100% wrong, then we have a high risk of becoming arrogant and not being customer- focused. I know that this may sound crazy, but if we crack open the door to this idea, then I think we can very quickly go down the slippery slope.” • 還是以顧客會主吧
- 10. • “We are just not used to thinking of guests ‘crossing the line.’ I don’t know that I have ever set up boundaries. I always feel that guests have the right to say what they want and to do what they want, short of inconveniencing another guest or physically harming another guest or employee.” • 顧客有說出需求與佔便宜的權利
- 11. 作者建議 • 企業不要忽視，要有因應⽅方式 • ⼯工作滿意度 • 企業整體服務質量
- 12. • 針對員⼯工 • 某個⼥女孩修了腳踏⾞車($40)沒跟⽼老爸講 • I’m Chris Zane; get out of my store and tell all your friends! • 我寧願失去⼀一個顧客也不要失去⼀一個員⼯工 Verbal abusers
- 13. • 針對公司 • ⽐比完球賽說這教練真是⼀一無是處，課程也很爛 • （許多服務是要雙⽅方都有貢獻才會成的） Blamers the company is always wrong.
- 17. 管理者 該 怎 麼 辦
- 18. Manage customers to a standard of behavior 好好管理你的奧客
- 19. Don’t penalize fair customers 不要懲罰好顧客 (⽋欠錢當誠意)