CB 020-2000 国际客户服务标准

内容简介

The International Customer Service Standard for business enterprises has been developed by the Customer Service Institute of Australia as both an acknowledgment of progress made to date by some enterprises in relation to standards of service excellence and as a benchmark for others to pursue. Much has been written about the importance of the customer in business- this standard provides both a recognizable benchmark and a ''how-to'' implementation approach. The International Customer Service Standard for business enterprises applies equally to for-profit businesses, to government and to not-for-profit businesses. Its aim is to help shift the business focus from Product or Service OUT to Customer IN. This means creating an environment where customer input is largely responsible for determining the product or service output, rather than where the supplier or service giver, attempts to force their product or service on the customer in the hope that it will meet customer needs and generate loyalty.