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服务理念
 
 
   
 
 

长期以来,华泰一直致力于培养员工一种“不但负责而且投入”的服务理念,让服务真正成为员工心中的价值观。对于华泰的每一位员工而言,根植内心的服务观是一种没有尽头的追求,顾客满意更是他们永远的心愿。“让客户满意不是服务,服务是让客户感动”,简简单单的17个字,一个个鲜活的事例,足以证明华泰人服务至上、顾客至尊的服务理念,而这也正是保持华泰事业蓬勃发展,长盛不衰的一把利剑。

 

“急客户之所急,想客户之所想。”


案例:半夜来电

  2004NIAN6YUE25RIWAN11SHI30FEN。

格鲁电竞 YIZHENJICUDEDIANHUALINGSHENGDAPOLESHENYEDENINGJING。HAIZAIBANGONGSHIMANGLIUDELIJIANHUAJIEQILEDIANHUA……

“WEI,NINHAO!”

“NINHAO,QINGWENSHIHUATAIDELIZONGMA?WOSHIBAOSHEDELAOCHEN。”

格鲁电竞 “O,NIHAOCHENSHEZHANG,ZENMELE?ZHEIMEWANDADIANHUASHIBUSHIYOUSHENMEJISHIA?”

格鲁电竞 “LIZONG,ZHEICINIYIDINGYAOBANGBANGWOA!……”

格鲁电竞 TONGGUODIANHUA,LIJIANHUADEZHI,YUANLAIGAIBAOSHECANGKUXINWENZHIGAOJI。YUANXINWENZHIGONGYINGSHANGYINWEIMOUZHONGYUANYIN,BUNENGANSHIGONGHUO,ZHISHIGAIBAOSHEDEXINWENZHIJINJIDUANQUE,YIJINGYINGXIANGDAOXIAQIBAOZHIDECHUBAN。SUIRANBAOSHEGANGGANGYUHUATAIQIANDINGLEXINWENZHIDINGHUOHETONG,DANSHIDINGDANJIHUAPAIDAOLEXIAGEYUE,ERQIEHETONGQIANDINGDESHIHUOCHEYUNSHU,RUGUODENGDAONEISHIHOU,HUANGHUACAIDOULIANGLE(SHENMEDOUWANLE)!

格鲁电竞 LEJIEDAOKEHUDEQINGKUANGHOU,LIJIANHUAERHUAMEISHUO,DANGJIJIFUZECHANPINXIAOSHOUDEFUZONGDADIANHUA,RANGTAQINZIDAIDUI,WUBIYAOYIZUIKUAIDESUDUJIANGKEHUSUOXUYAODEZHISONGDAOBAOSHE。YINWEIFAHUOCHEDEHUAYAOYIZHOUZUOYOUCAINENGDAOHUO,KAOLVDAOBAOZHIDEYINSHUAFAXINGYIKEYEBUNENGDANGE,LIJIANHUADANGJIZHISHI,“KEHUDEYAOQIUJIUSHIMINGLING,BUYAOKAOLVCHENGBEN,XIANBANGKEHUDUGUONANGUAN!”SUIHOULINSHIANPAILELIANGLIANGQICHEQUANBUZHUANGMANXINWENZHI,LIANYECHUFA,RIYEJIANCHENG,GANWANGKEHUSUOZAIDI。

DANGMANZAIHUATAIXINWENZHIDEQICHEGANDAOBAOSHEYINSHUACHANGSHI,CHENSHEZHANGJINJINDIWOZHUHUATAIXIAOSHOUFUZONGDESHOUGANJIDISHUO:“XINGKUIYOULEHUATAI,JIWOJIELEZHEICIRANMEIZHIJIA!”HUANNANZHIJIAOJIANZHENQING。HUATAIRENYONGZIJIDEZHENCHENGHUANLAILEYIGEZHONGSHIDEKEHU。


诚实守信是华泰集团的经营理念,“急客户之所急,想客户之所想”是华泰人一直恪守的客户服务原则。李建华曾说过:“失去了客户,我们的产品再好都是废品!”在竞争日益激烈的市场环境下,众多企业的销售活动已经由以产品为中心转向以客户为中心。得客户者得天下,这足以说明客户在企业生存发展中的作用。只有设身处地地为客户着想,才能赢得客户的信赖,也只有这样才能与客户建立永久的双赢关系。

当客户面临危难的时候,华泰人会挺身而出,用一己之力为客户排忧解难。而华泰人也正是靠着这样一种对工作认真负责,急人之困,解人之难,尽心尽力为客户的传统,赢得了客户的认可,赢得了同行的尊重,赢得了社会各界的广泛赞誉。

 

“做客户最坚实的后盾”


案例:患难之交显真情

格鲁电竞 “JIUWU”QIJIAN,WOGUOBAOYEYINGLAILEFEISUFAZHANDEXINSHIQI,QUANGUOGEDIDEBAOKANRU“YUHOUCHUNSUN”BANFENFENYONGXIAN。DANYOUYUDANGSHIWOGUOXINWENZHIJISHUZHUANGBEICHENJIULUOHOU,SHENGCHANXIAOLVDIXIA,CHANPINZHILIANGDANGCICHA,CHENGBENJUGAOBUXIA,XINWENZHISHICHANGYANZHONGGONGBUYINGQIU。XUDUOBAOSHESHEZHANG、ZONGBIANBUDEBUBADABUFENXINSIFANGDAOCHUBANFAXINGDEYONGZHISHANG。JINZHANGDESHICHANGXINGSHIJIDANGSHIDEZHONGGUOBAOYEDAILAILEJUDAYINGXIANG,ZHIDEYIKAODALIANGGAOJIAJINKOUZHIYIJIERANMEIZHIJI。

2004NIANQIANHOU,GUOJISHICHANGXINWENZHIJIAGECHIXUZOUGAO,ZAICIJIGUONEIXINWENZHIDAILAIGONGBUYINGQIUDEJINZHANGJUSHI。YOUXIEXINWENZHICHANGJIAZAILIYIDEQUSHIXIAKAISHIFENFENJIANGMUBIAOMIAOZHUNLEHAIWAISHICHANG。BUSHAOBAOSHEKANZAIYANLI,JIZAIXINLI,DANXINXINWENZHIGONGJICHUXIANJINZHANG,ERYINGXIANGBAOZHIDEZHENGCHANGCHUBAN,ZAOCHENGYINSHUAKONGHUANG。

MIANDUIZHEIZHONGQINGKUANG,LIJIANHUAZHAOJIXIAOSHOUGONGSIHEJINCHUKOUGONGSIZHUYAOFUZERENZHAOKAILEYICIZHUANTIYANJIUTAOLUNHUI。YOURENTIYIYINGGAIZHUAZHUSHIJI,JIADACHANPINCHUKOU,LIYONGJIAGEYOUSHIQIANGZHANGUOJISHICHANG,TONGSHIHAIKEYIDAFUTIGAOQIYEDEXIAOSHOULIRUN。MIANDUIDAJIADETIYI,LIJIANHUAQUEYICHANGCHENJING。TAFENXISHUO:“BAOZHIBAOZHI,BAOYEDEFAZHANYUZAOZHICHANYEXIXIXIANGGUAN。LISHIZHENGMING,BAOYUZHICHUNCHIXIANGYI,XIANGHUYICUN,ZHIYEYUBAOYEZHIYOUERQIEBIXUJIANLIZAIHUXIANGLIJIE、HUXIANGZHICHIDEJICHUSHANG,CAINENGSHIXIANHUHUIGONGYING,GONGTONGFAZHAN。XIANZAIZHENGSHIBAOSHEZUIKUNNANDESHIHOU,YESHIZUIXUYAOBANGZHUHEZHICHIDESHIHOU。ZUOWEIMINZUZAOZHIYEDEYIMIANQIZHI,WOMENBUNENGZHIKANYANQIANLIYI,ERZHIMINZUBAOYEDEKUNJINGYUBUGU。WOMENYONGYUANDOUYAOXIANGUONEIHOUGUOWAI,ZHONGLIRUNGENGYAOZHONGGANQING,MINZUDEZAOZHIGONGYEDANGRANYAOYOUXIANFUWUYUMINZUDEBAOYE。”

格鲁电竞 SUIHOU,LIJIANHUAYOUZUZHISHENGCHANBUHEXIAOSHOUGONGSIZHUANTIHUIYI,ZHISHIYIFANGMIANJIAQIANGJIEYUEWAQIANHEJIENENGJIANGHAO,BAJIAOTONG、RANLIAO、YUANCAIWULIAODENGZHANGJIAYINSUXIAOHUADAOGUANLIDANGZHONG;LINGYIFANGMIANCAIQUDUOZHONGCUOSHI,KAIZUMALI,JIANSHAOTINGJISHIJIANHEXIUCHEJIHUA,NULIWEIGEDABAOSHETIGONGCHONGZUDE“LIANGCAO”,JIANJUEZUOHAOBAOYEZUIJIANSHIDEHOUDUN。


付出总有回报。华泰人这种“先国内后国外,首重情感,再看利润,宁可牺牲利润,也要尽到社会责任”的做法犹如一粒“定风丹”,稳住了“满城风雨”,赢得了国内新闻出版业的广泛赞誉。

时代在变,市场在变,产品在变,而唯一不变的是华泰人永恒的信念:诚实守信,利益共享,优质产品,优质服务。为社会提供更优质的产品,为员工创造更幸福的生活是华泰人永恒的追求,其经营宗旨是以质量、服务、信誉赢得市场,其原则是今天的质量就是明天的市场,即使提高成本也要保质保量。以诚实谦逊的品格赢得客户,并与客户建立长期稳定的战略伙伴关系。同时,实施目标客户导向战略,为客户提供超值的服务。面对客户,华泰人永远把情感放在利润的前面。

“振兴民族纸业,建设绿色华泰。”这是华泰文化中对华泰追求目标的阐释。“民族的造纸工业当然要优先服务于民族的报业。”李建华是这样教育华泰员工的,而他自己也一直是这样做的。从一个不知名的乡镇小厂发展到如今业界的知名企业,从同国外企业打交道时首先关注民族荣誉到对民族纸业发展的不遗余力,华泰人始终背负着强烈的民族使命感和社会责任感,兢兢业业地为民族纸业的振兴而努力奋斗着!

 

“市场的难题就是华泰研究的课题”


案例:天气惹的祸 也是我的错

格鲁电竞 ZAIQIYEFAZHANDEGUOCHENGZHONG,HUATAIZAIKUODAGUONEISHICHANGBANTUSHI,YUDAODEKUNNANSHIGEZHONGGEYANGDE,QIZHONG,ZUIRANGRENFEILIDEBUSHIRENHERENDAJIAODAO,ERSHIRENHE“TIAN”DAJIAODAO。RENMENCHANGSHUO“YUTIANDOU,QILEWUQIONG”,KESHIZHEICI,“TIAN”QUEZHESHIJIHUATAIRENZHIZAOLEGEBUXIAODEMAFAN。

格鲁电竞 1998NIAN7YUE,RUHUODEXIAJILAILIN。JIUZAIZHEISHI,HUATAIDECHANPINCHENGGONGTUOZHANDAONANFANGSHICHANG。SHULIAOHUOYUNDAONANFANG,JIUPENGLEGEDADINGZI。KEHUFANYINGZHIPINZAIYINSHUASHICHUXIANHENDUOZHILIANGWENTI,YAOQIUQUANBUTUIHUAN。HUATAIRENLILAIBAZHILIANGFANGZAISHOUWEI,BAZHILIANGKANCHENGSHIQIYEDESHENGMING,ZHEIPIYUNWANGNANFANGDEZHIDOUSHIJINGGUOYANGEJIANYANDE,ZENMEHUICHUXIANNEIMEDUODEZHILIANGWENTINI?

格鲁电竞 KEHUJIUSHISHANGDI,MANZUKEHUDEYAOQIUJIUSHIHUATAIRENDEZHIZESUOZAI。MEIYOUZHIYI,MEIYOUYOUYU,XIAOSHOUFUWURENYUANLIJILIANXIZONGBU,BASUOYOUYAOQIUTUIHUANDEZHIZHANGYUNHUILEGONGSISHISHIDIAOHUAN。YUCITONGSHI,YICHANG“ANZHAN”QIAORANDAXIANG,MUBIAOYISUODING,JIUSHI“WEIHEZHEIPICHANPINBUGUOGUAN”。WEIRAOCHANPIN,GONGSIDEXIAOSHOU、ZHIJIAN、SHENGCHAN、JISHURENYUAN,WEIRAOGEDAOGONGXUJINXINGLEDITANSHISAOMIAO,DOUMEIYOUFAXIANWENTI。JIRANNEIYINMEIWENTI,NEIZAILAIKANWAIYIN。GUOBUQIRAN,“ZUIKUIHUOSHOU”HENKUAIFUCHUSHUIMIAN,JINGRANSHITIANQIREDEHUO。YUANLAINANFANGDEQIHOUDUOYUCHAOSHI,YUBEIFANGYOUJUDACHAYI。BEIFANGDEZHIYUNDIHOU,TEBIESHIYUDAOLIANXUDEYINYUTIAN,BUNENGMASHANGSHANGJIYINSHUA,BIXUZAIGANZAODECANGKULIFANGZHIYIDUANSHIJIANZAIYONG,PINGHENGSHUIFENHOUCAINENGQUEBAOYINSHUAZHILIANGBUSHOUYINGXIANG。JIDAOJIYONG,ZENMEKENENGBUCHUCHACUO?YUSHI,HUATAIRENBADIERPICHANPINYUNDAOMUDEDIDETONGSHI,YEDAIQULEGONGSIDEJISHURENYUAN,YIFANGMIANXIANGKEHUJIANGMINGYUANYIN,LINGYIFANGMIANWUCHANGDIBANGZHUKEHUDIAOZHENGYINSHUAGONGYILIUCHENG,HENKUAIJIUJIEJUELEZHEIYIJISHOUDEWENTI。HUATAIRENBUZHAORENHEJIEKOU,WUCHANGFUWUDAOZHONGDUANHUANJIEDEJUDONGYIXIAZIYINGDELEKEHUDEJIGAOXINREN,YEWEIHUATAIZHIPINZHANJUNANFANGSHICHANGDALEYIGEPIAOLIANGDEQIANSHAOZHAN。


“服务至上,客户至尊”是市场经营的至理名言。一个企业要想在市场中站稳脚跟,除了要有过硬的产品质量外,良好周到的服务也是必不可少的。搞好服务,不应停留在空喊口号上,而要落实到实际行动中。有人曾说过,一切企业、一切市场之中,竞争到了最后就只剩下服务了。服务是永远可以竞争下去的东西。

李建华曾告诫华泰的售后服务人员要记住两个原则:第一,顾客永远是对的;第二,如果顾客错了,参考第一条。如果产品出现问题,华泰人会从自身找原因,尽量满足客户的所有要求,是自己的责任决不推托,即使不是自己的责任,也要暂时担着,不能让客户受一点损失。华泰人这种“海纳百川,有容乃大”的胸襟让所有的华泰用户为此而深深地感动着!华泰集团如今已经发展成为一个上万人的大公司,他们已经意识到,企业要想不断发展,就必须把服务的不断延伸作为一个着力点,进一步提高服务水平。要见好评,须做好事;想得美誉,当有美行。所以华泰集团一直强调每一名服务人员,每一个服务部门都要树立起牢固的服务意识,提高服务质量;都要做到微笑相迎,微笑相送;做到换位思考,要为客户服好务,树立起华泰的良好形象。而所有这一切都是为了在竞争激烈、科技日新月异的今天,来提高华泰的竞争“软实力”。

 

“创造个性化细微服务赢得客户”


案例:一个枕头的故事

格鲁电竞 TIGONGGEXINGHUAFUWUSHIMEIGEXINGJIJIUDIANDEJINGYINGLINIAN,TONGYANG,GEXINGHUAFUWUYESHIHUATAIJITUANQIXIAHUATAIDASHAYONGHENGDEZHUIQIU。YINWEIZHIYOUCHANGDAOGEXINGHUAFUWU,ZUODAO“XIAOYINGTIANXIAKE”,CAINENGSHI“TIANXIAKEJIEXIAO”;ZHIYOUZUODAORANGKERENYOUZHONGBINZHIRUGUIDEGANJUE,CAINENGBINQUSIGUI。

格鲁电竞 HONGXIANSHENGSHIHUATAIJITUANDEYIWEIKEHU。2005NIAN3YUE,TAYINWEIYEWUSHANGDEWANGLAIZHUZAILEHUATAIDASHA。DANGFUWUYUANWEITAZHENGLIFANGJIAN,GENTAXIANLIAOSHI,SHUNBIANWENLEYIJU:“ZHUZAIWOMENZHEILIGANJUEZENMEYANGA?”HONGXIANSHENGSHUO:“NIMENZHEILISHENMEDOUHAO,JIUSHIWOYONGDEZHEIGEZHENTOUTAIRUAN(ZHENTOUDOUSHITAIKONGMIANDE),BUSHIHENSHUFU,WOBIJIAOXIHUANYINGYIDIANDE。”“HONGXIANSHENG,FEICHANGBAOQIAN,WOMENZHEIBIANZANSHIMEIYOUYINGYIDIANDEZHENTOU,ZHEIYANGBA,WOXIANCHANGJININZUOYIGESHISHI。”CONGMINGDEFUWUYUANBASANGEYUJINJUANQILAIFANGDAOYIGEZHENTAOLI,ZHICHENGLEYIGEJIANYIDEYINGZHENTOU,HONGXIANSHENGSHILESHIGUORANSHUFUDUOLE。JIUZHEIYANGHONGXIANSHENGZHENZHEZHEIGEJIANYIDEZHENTOUZAIHUATAIDASHAZHULE15TIAN。

MEINENGRANGHONGXIANSHENGZHENSHANGYIGEHESHIDEZHENTOU,ZHEICHENGLEHUATAIFUWURENYUANDEYIGEYIHAN。HOULAI,DASHAZAIGOUMAIMIANZHIPINSHI,GAIFUWUYUANGENLINGDAOTICHUJIANYI,MAIJIGEBIJIAOYINGDEZHENTOU,YISHIYINGBUTONGGUKEDEXUYAO。

2006NIAN5YUE13RI,HONGXIANSHENGLAIHUATAISHIYOURUZHULEHUATAIDASHA。YINWEIYIJINGZHIDAOLEHONGXIANSHENGDEXIGUAN,ZHEICIFUWUYUANJIUZHIJIEJIANGYIGEBIJIAOYINGDEZHENTOUFANGDAOLEHONGXIANSHENGRUZHUDEFANGJIAN。DIERTIANZAOSHANG,PENGDAOFUWUYUANSHI,HONGXIANSHENGGAOXINGDISHUO:“XIEXIENI!NIMENDEFUWUZHENZHOUDAO,LIANWOXIHUANSHENMEYANGDEZHENTOUDOUJIDE。RUGUOMEIGEJIUDIANDOUYOUNIMENZHEIZHONGFUWUDEHUA,XIANGWOZHEIZHONGTIANTIANZAIWAIDEREN,WULUNZOUDAONALI,DOUBUHUIYOUBEIJINGLIXIANGDEGANJUELE。ZHENSHITAIXIEXIENIMENLE!”


服务员只不过是记得洪先生的喜好,将一个硬枕头放到了他的房间。但就是这样一个小小的细节服务,竟让洪先生如此感动;也正是这样一个小小的细节服务,拉近了顾客与企业的距离,让顾客感受到了家的温暖,感受到了华泰人的淳厚与周到。

我们都知道,标准化、规范化的服务一直是从业者所追求的管理目标。统一的服务标准、统一的服务模式、统一的服务用语曾经被各级客服管理人员所津津乐道。但就服务感知而言,当客户经历若干次重复服务过程后,千篇一律的服务体验很容易让客户产生感知疲劳。不同的客户会有不同的爱好和需求,而基于标准服务基础之上的个性化服务模式则不受那些服务标准条款的限制。客户在每次服务过程中都有新的体验和新的感觉,从而达到自己的“个别满足”。因此,满足客户的需求和愿望是企业追求的永恒目标,用“个性化的客户服务”取代“客户服务的达标或合格”将成为服务的最高目标,这也是一种必然趋势。只有把握趋势才能把握成功,进而把握未来!华泰集团已经做到了这一点。

 

“客户不分大小,服务一样周到”


案例:服务有耐心 堪比马拉松

2000NIAN5YUEDEYIGESHANGWU,HUATAIJITUANBEIJINGXIAOSHOUZHONGXINXIANGWANGCHANGYIYANGMANGLIUZHE,ZHEISHIYIWEIKEHUDADIANHUAXUNWENYOUMEIYOU60KE/PINGFANGMI1168mmGUIGEDESHUXIEZHI,DEDAOKENDINGDEDAFUHOU,TAFEICHANGGAOXING,BUGUOYOUBUCHONGLEYIJU:“WOZHIYAOYIJIANXINGMA?”XIAOSHOURENYUANHENMINGQUEDIGAOSUTA,“WULUNNINYAODUOSHAO,DOUSHIKEYIDE!”

XIAWU,ZHEIWEIKEHUBANWANCAIWUSHOUXUHOU,XIAOSHOURENYUANTICHUJITAZHUANGCHE。SUIZHEKEHUDEZHAOHU,TINGZAIBUYUANCHUDEYILIANGXIALIXIAOJIAOCHEKAILEGUOLAI。XIAOSHOURENYUANYIHUODIWEN:“ZHUANGHUODECHEYIHUIERJIUDAOMA?”KEHUQUEZHIZHEXIAOJIAOCHEXIAOZHESHUO:“TAJIUSHIZHUANGHUODECHEA。”

格鲁电竞 YUANLAIRUCI!KANLAIYAOXIANGBAZHENGJIAN20LINGDESHUXIEZHIZHUANGJINZHEIMEXIAODEXIALICHESHIBUKENENGDELE。YUSHI,XIAOSHOURENYUANJIANCHALECHEDEKONGJIAN,FAXIANZUIDUOZHINENGZHUANGLIANGLINGZHI,SHENGXIADE18LINGZHIKEHUYAOQIUZANSHICUNFANGDAOHUATAIDECANGKULI。JIUZHEIYANG,YIJIANZHILAIHUILALEJINYIGEYUEDESHIJIAN。SHIHOU,ZHEIWEIKEHUHENBUHAOYISIDISHUO:“ZHENSHIJINIMENTIANMAFANLE,WOYAODEZHIJIUZHEIMEDIAN,KENIMENLENGSHIYILINGYILINGDIJIWOCHAIKAIFENZHUANG,ZHETENGLEZHEIMEDUOCIDOUBUXIANMAFAN。NIMENHUATAIBUKUISHIDAQIYE,FUWUDENAIXINZHENSHIYAOGANSHANGMALASONGLE,WODAXINYANLIPEIFUNIMEN!”


马拉松赛场上的胜利者获胜的法宝是耐力和恒心,同样,市场竞争中商家制胜的武器中也少不了耐力和坚持,特别是服务的耐心和持之以恒。一件纸拉了一个月,更为难得的是每次享受的服务都无可挑剔。华泰的服务耐心在这里表现得淋漓尽致。在华泰,“顾客不分大小,交易无论多少”,都会享受到一样近乎完美的服务。为了更好地满足小客户的需求,华泰还在家门口办起了纸张订货会,订货的规格,数量由客户说了算。“华泰集团,全心奉献,优质产品,优质服务”,创业三十多年来,华泰人将真诚与热情根植于所有的客户心中,一视同仁,将心比心,用耐心与真诚书写了一个又一个感人的故事,而这也让华泰拥有了越来越广阔的市场,拥有了立于竞争大潮不动摇的根基。

做一件好事容易,难的是一辈子做好事。客户服务是一项常年累月、细水长流的艰巨工作。“只有加倍关爱你的客户,客户才会倍加关爱你,市场才会倍加关爱你。”在对待客户时,华泰人始终要求做到态度好一点,微笑甜一点,耐心多一点,动作快一点。管理界有句经典箴言:“你能赢得多少赞誉,你往往就能获得多少利益。”华泰人的睿智使他们比竞争对手更早地洞察到了耐心周到服务的分量,并汲取了其中的精华,为积攒企业的美誉度、培育企业的核心竞争力做好了铺垫。

 
 
 
 
 
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