尊重客户，理解客户，持续提供超越客户期望的产品与服务，做客户们永远的伙伴。这是我们一直坚持和倡导的服务理念。

       Service Concept: Respect Customers, Understand Customers, Provide Excellent Products and Service Exceeding Customer Expectation, Eternal Partner .

　　一、每走一步，首先想到的是顾客在企业由卖方市场转变为买方市场后，消费者的消费观念产生了变化。面对众多的商品（或服务），消费者更乐于接受质量好的商品（或服务）。这里的质量不仅仅指产品的内在质量，还包括产品的包装质量、服务质量等一系列因素。因此必须全面地、最大限度地满足消费者的需求。◇应站在顾客（或消费者）的立场，而不是站在公司的立场上去研究、设计和改进服务。

　　1.完善服务系统，加强售前、售中、售后服务，对顾客在使用商品中出现的各种问题及时帮助解决，使顾客感到极大方便。

　　2.高度重视顾客意见，让客户参与决策，把处理客户的意见作为使顾客满意的重要一环。千方百计留住已有顾客。

　　3.建立一切以顾客为中心的机制。其中各个机构的设立、服务流程的变革等等，都要以顾客需求为中心，对顾客意见建立快速反应机制。

　　二、顾客永远是对的

　　1.顾客是商品的购买者，不是麻烦制造者；

　　2.顾客最了解自己的需求、爱好，这恰恰是企业需要搜集的信息；

　　3.由于顾客有“天然一致性”，同一顾客争吵就是同所有顾客争吵。

　　三、顾客满意三要素：

　　1.商品满意：指顾客对商品品质的满意。

　　2.服务满意：指顾客对所购商品售前、售中、售后服务的一种肯定态度。无论商品多么完善，价格多么合理，当它见诸于市场时，都必须依赖服务。“售后服务制造永久顾客”

　　3.企业形象满意：指社会公众对企业综合实力和总体印象的肯定评价

       I. As the sellers’ market turns into the buyers’ market, the consumption concept changes. The consumers are more willing to accept the commodities (or service) with higher quality. The quality refers to the inner quality, packaging quality and service quality. It is required to meet consumer needs to the greatest extent in an all-around way. We should be engaged in research, design and improvement of service from the viewpoint of customers (or consumers) rather than the company. 

　　1. Improve the service system, strengthen pre-sales, sales and after-sales service, help customers to solve various problems, and the convenient service is available; 

　　2. Pay high attention to customer opinions, customers participate in decision-making, and the customer opinions are taken as one of the important links for realizing customer satisfaction. Make every effort to keep old customers; 

　　3. The customer-centered mechanism is established. We focus on customer demands in the aspect of the establishment of organization and change of service process. The rapid response mechanism for customer opinion is established.

II. The customer is always right 

　　1. The customer is the buyer rather than a trouble maker;

　　2. The customers know their own needs and interests, which is the information needed by the enterprise; 

　　3. Due to the “natural consistency” of customers, to quarrel with one customer is to quarrel with all customers. 

III. Three Elements of Customer Satisfaction: 

　　1. Commodity Satisfaction: The customer is satisfied with commodity quality; 

　　2. Service Satisfaction: The pre-sales, sales and after-sales service win recognition of customers. Regardless of perfect commodity and reasonable price, the commodity depends on service. “The after-sales service makes eternal customers”. 

　　3. Enterprise Image Satisfaction: The comprehensive strength and overall image win recognition of the public.