读raving fans有感.doc

Book Review Raving Fans1、A short comment Raving Fans may be an easy, fun read. But the message is dead serious. Successful organizations have one common central focus: customers. Success comes to those, only those, who are obsessed with looking after customers. It makes the point that only quality is not enough. The recognition of the need for customer service is important. It teaches us to see customers as individuals and try to all their needs.2、The main themeThis book describes three secrets to achieve high-quality customer service and create raving fans.1) Decide What You Want When you decide what you want you must create a vision of perfection centered on the customer. You should create a high quality service what you want to be treated. You can create the best market, where everything is possible in your head.2) Discover What The Customer WantsUnderstand customers needs and pay attention to listening to the overtones of the customer. Sometimes, what people really want doesnt show up directly in what they say. After comparing what you want to what the customer wants, you should adjust you ideas.3) Discover What The Customer WantsDeliver Plus OneAfter selecting the most suitable idea for the customer, what you should do is to deliver. Not sometimes, not most times, but all the time. By doing this, you can obtain the trust of customers. Besides, customers needs and wants are always changing, so you should change your idea accordingly. 3、New concepts1) Quality is how well the product works in relation to the customers need. That is just one aspect of customer service. Customer service covers all the customers needs and expectations.2) People expect bad goods and rude service. They are only satisfied because their expectations are so low and because no one else is doing any better. So your basic service slogan should be: no worse than the competition.3) Having satisfied customers is not enough anymore. They will be glad to move along when they find something better. If you want a booming business, you have to go beyond satisfied customers and create raving fans.4) It is store policy to look after customers needs whenever possible. Making customers feel comfortable was important.5) Having good motivation can make employees achieve self-actualization and respect their self-esteem. It is nice to do a good job and recognized for it. If you dont look after your people, they will not look after your customers.6) What people really want doesnt show up directly in what they say. They may even say one thing and mean quite another. So having your own vision before you talk to customers also puts you in a position where you can understand the customers vision.7) When it comes to customer service, those who decide to really try to give good service often aim to be everything to everybody. That doesnt work. If necessary, tell the customer to take his vision elsewhere to be fulfilled.8) Customers count on you to what you say you will do. It is important because if you fall short of what youve said youll do, you have cheated the customer. Delivering your product or service properly time after time without fail is foundation of raving fan customer service. 4、RecommendThe reason I recommend this book is that it can help us to have a better understanding of the needs of customers. The silence of customers doesnt stand for their satisfied with your service. This book teaches you how to gain the raving fans. It introduced t