{"id":11956,"date":"2012-03-28T16:08:47","date_gmt":"2012-03-28T16:08:47","guid":{"rendered":"https:\/\/www.sisinternational.com\/improving-customer-relations\/"},"modified":"2026-01-27T16:38:51","modified_gmt":"2026-01-27T21:38:51","slug":"%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b7%e5%85%b3%e7%b3%bb","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/zh\/%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b7%e5%85%b3%e7%b3%bb\/","title":{"rendered":"\u5982\u4f55\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u5e76\u53d6\u60a6\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237"},"content":{"rendered":"<figure class=\"gb-block-image gb-block-image-aca8416d\"><img loading=\"lazy\" decoding=\"async\" width=\"1456\" height=\"816\" class=\"gb-image gb-image-aca8416d\" src=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2.jpg\" alt=\"SIS \u56fd\u9645\u5e02\u573a\u7814\u7a76\u4e0e\u6218\u7565\" title=\"Digital Customer Experience (2)\" srcset=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2.jpg 1456w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-300x168.jpg 300w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-1024x574.jpg 1024w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-768x430.jpg 768w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-18x10.jpg 18w\" sizes=\"auto, (max-width: 1456px) 100vw, 1456px\"><\/figure>\n\n\n\n<p><\/p>\n\n\n<h2>\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\u53ef\u80fd\u7ed9\u516c\u53f8\u5e26\u6765\u4e25\u91cd\u7684\u540e\u679c\u3002<\/h2>\n<p>\u5c24\u5176\u662f\u968f\u7740\u793e\u4ea4\u5a92\u4f53\u7684\u5174\u8d77\uff0c\u4e8b\u60c5\u5f88\u5bb9\u6613\u5931\u63a7 <span style=\"font-weight: 400;\">\u5f53\u8c08\u5230\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\u65f6<\/span>\u3002\u4f46\u662f\uff0c\u5982\u679c\u95ee\u9898\u5f97\u5230\u4ee4\u4eba\u6ee1\u610f\u7684\u5feb\u901f\u89e3\u51b3\uff0c\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\u4e5f\u53ef\u80fd\u662f\u5efa\u7acb\u66f4\u7262\u56fa\u7684\u5ba2\u6237\u5173\u7cfb\u7684\u673a\u4f1a\u3002<\/p>\n<p><span style=\"font-weight: 400;\">\u62e5\u6709\u4e00\u4e2a\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\u4e0d\u4ec5\u610f\u5473\u7740\u5931\u53bb\u5ba2\u6237\u548c\u5931\u53bb\u7ec8\u8eab\u5ba2\u6237\u4ef7\u503c\uff0c\u8fd8\u610f\u5473\u7740\u8d1f\u9762\u7684\u53e3\u7891\u3002\u4e00\u6b21\u4e0d\u6210\u529f\u7684\u5ba2\u6237\u4e92\u52a8\u53ef\u80fd\u4f1a\u88ab\u516c\u5f00\uff0c\u5e76\u53ef\u80fd\u5bfc\u81f4\u5176\u4ed6\u6124\u6012\u7684\u5ba2\u6237\u3002<\/span><\/p>\n<h2>\u8fd9\u4e0d\u4ec5\u4ec5\u662f\u00a0<em>\u4ec0\u4e48<\/em> \u5728\u4e0e\u5ba2\u6237\u6253\u4ea4\u9053\u65f6\u4f1a\u53d1\u751f\u8fd9\u79cd\u60c5\u51b5\uff0c\u4f46\u5b83\u4e5f\u5f88\u91cd\u8981\u00a0<em>\u5982\u4f55<\/em> \u516c\u53f8\u6b63\u5728\u5904\u7406\u8fd9\u4e00\u60c5\u51b5\u3002<\/h2>\n<p><span style=\"font-weight: 400;\">\u5bf9\u4e8e\u6240\u6709\u4f01\u4e1a\u6765\u8bf4\uff0c\u6709\u8bb8\u591a\u53d8\u91cf\u662f\u4ed6\u4eec\u65e0\u6cd5\u8f7b\u6613\u63a7\u5236\u7684\u3002\u4ee5\u822a\u7a7a\u516c\u53f8\u4e3a\u4f8b\u3002\u822a\u7a7a\u516c\u53f8\u5f88\u96be\u63a7\u5236\u5f71\u54cd\u5ba2\u6237\u98de\u884c\u4f53\u9a8c\u7684\u6240\u6709\u56e0\u7d20\u3002\u867d\u7136\u4ed6\u4eec\u53ef\u4ee5\u63a7\u5236\u5ba2\u6237\u670d\u52a1\uff0c\u4f46\u4ed6\u4eec\u65e0\u6cd5\u63a7\u5236\u4e0d\u65ad\u53d8\u5316\u7684\u6cb9\u4ef7\u3001\u4e0d\u53ef\u9884\u6d4b\u7684\u5929\u6c14\u548c\u673a\u68b0\u5ef6\u8bef\u4ee5\u53ca\u4e0d\u5b88\u89c4\u77e9\u7684\u4e58\u5ba2\u7684\u5f71\u54cd\u3002<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u8bb8\u591a\u516c\u53f8\u4f9d\u9760\u516c\u53f8\u4e0e\u5ba2\u6237\u4e4b\u95f4\u7684\u4e92\u52a8\u5f3a\u5ea6\u4ee5\u53ca\u5173\u7cfb\u548c\u7ecf\u9a8c\u6765\u53d1\u5c55\u4e1a\u52a1\u3002\u7136\u800c\uff0c\u5f53\u5371\u673a\u53d1\u751f\u65f6\uff0c\u8fd9\u4e9b\u53d8\u91cf\u5f80\u5f80\u662f\u6700\u53d7\u5a01\u80c1\u7684\u3002\u5ba2\u6237\u4e0d\u6ee1\u7684\u6f5c\u5728\u5f71\u54cd\u53ef\u80fd\u662f\u6df1\u8fdc\u7684\uff0c\u65e0\u8bba\u662f\u6709\u5f62\u7684\u8fd8\u662f\u65e0\u5f62\u7684\uff0c\u5305\u62ec\uff1a\u6ee1\u610f\u5ea6\u548c\u5fe0\u8bda\u5ea6\u7684\u4e27\u5931<\/span><\/li>\n<\/ul>\n<ul>\n<li>\u9500\u552e\u635f\u5931<\/li>\n<li>\u54c1\u724c\u4ef7\u503c\u635f\u5931<\/li>\n<li>\u8425\u9500\u6295\u8d44\u56de\u62a5\u7387\u964d\u4f4e<\/li>\n<li>\u964d\u4f4e\u201c\u7ec8\u8eab\u5ba2\u6237\u4ef7\u503c\u201d<\/li>\n<\/ul>\n<h2>\u5904\u7406\u4e0d\u6ee1\u610f\u5ba2\u6237\u7684\u6700\u4f73\u505a\u6cd5\uff1a<\/h2>\n<h3>1. \u6fc0\u52b1\u4f60\u7684\u5ba2\u6237\u670d\u52a1\u56e2\u961f<\/h3>\n<p><span style=\"font-weight: 400;\">Inspiring\u00a0and motivating your staff towards the priority of keeping, delighting, and growing <a href=\"https:\/\/www.sisinternational.com\/zh\/financial-services-consulting\/financial-services-customer-satisfaction\/\" title=\"Financial Services Customer Satisfaction\"  data-wpil-monitor-id=\"7504\">customers across the company\u2019s product or service<\/a> lines can help. \u00a0Staff should understand that the cost of acquiring new customers is much more expensive than keeping happy customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Managers can train service professionals to engage with a crisis in a <a href=\"https:\/\/www.sisinternational.com\/zh\/%e5%ae%a2%e6%88%b7%e6%bb%a1%e6%84%8f%e5%ba%a6%e5%88%86%e6%9e%90\/\" title=\"\u63d0\u9ad8\u96f6\u552e\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684 8 \u79cd\u65b9\u6cd5\"  data-wpil-monitor-id=\"5438\">way that builds rapport with customers<\/a>.<\/span><\/p>\n<h3>2. \u4fc3\u8fdb\u540c\u7406\u5fc3<\/h3>\n<p><span style=\"font-weight: 400;\">\u7406\u89e3\u5e76\u654f\u611f\u5730\u5bf9\u5f85\u6295\u8bc9\u80cc\u540e\u7684\u60c5\u611f\u80cc\u666f\u53ef\u4ee5\u5e26\u6765\u5de8\u5927\u7684\u597d\u5904\u3002\u5f53\u670d\u52a1\u4e13\u4e1a\u4eba\u5458\u53ea\u8003\u8651\u534f\u8bae\u548c\u653f\u7b56\u65f6\uff0c\u5c31\u4f1a\u53d1\u751f\u4e00\u4e9b\u9519\u8bef\uff0c\u800c\u6b63\u786e\u7684\u56de\u5e94\u5e94\u8be5\u662f\u66f4\u5177\u540c\u7406\u5fc3\u7684\u56de\u5e94\u3002\u5728\u67d0\u4e9b\u60c5\u51b5\u4e0b\uff0c\u6124\u6012\u7684\u5ba2\u6237\u6216\u987e\u5ba2\u4f1a\u57fa\u4e8e\u60c5\u7eea\u53cd\u5e94\u505a\u51fa\u53cd\u5e94\uff0c\u9053\u6b49\u6216\u4fdd\u8bc1\u4f60\u7ad9\u5728\u4ed6\u4eec\u4e00\u8fb9\u4f1a\u8ba9\u4ed6\u4eec\u66f4\u5b89\u5fc3<\/span><\/p>\n<h3>3. \u786e\u4fdd\u6709\u6548\u6c9f\u901a<\/h3>\n<p><span style=\"font-weight: 400;\">\u5bfc\u81f4\u5ba2\u6237\u6d41\u5931\u7684\u6700\u4e25\u91cd\u56e0\u7d20\u5f80\u5f80\u662f\u5458\u5de5\u6c9f\u901a\u4e0d\u7545\u3002\u8d23\u602a\u5ba2\u6237\u4e0d\u4ec5\u4f1a\u589e\u52a0\u5931\u53bb\u5ba2\u6237\u7684\u53ef\u80fd\u6027\uff0c\u8fd8\u4f1a\u8fdb\u4e00\u6b65\u6fc0\u6012\u5ba2\u6237\u5e76\u635f\u5bb3\u54c1\u724c\u5f62\u8c61\u3002\u7ecf\u7406\u5e94\u786e\u4fdd\u5728\u5ba2\u6237\u63a5\u89e6\u70b9\u914d\u5907\u5408\u9002\u7684\u5458\u5de5\uff0c\u4ed6\u4eec\u4e0d\u4ec5\u53ef\u4ee5\u51b7\u9759\u5730\u89e3\u51b3\u95ee\u9898\uff0c\u8fd8\u53ef\u4ee5\u4f20\u8fbe\u6709\u52a9\u4e8e\u633d\u56de\u5ba2\u6237\u7684\u79ef\u6781\u4ef7\u503c\u89c2\u3002<\/span><\/p>\n<h3>4.\u5f3a\u8c03\u7075\u6d3b\u6027<\/h3>\n<p><span style=\"font-weight: 400;\">\u5728\u9002\u5f53\u7684\u65f6\u5019\u9f13\u52b1\u5458\u5de5\u613f\u610f\u7075\u6d3b\u53d8\u901a\u4f1a\u5f88\u6709\u5e2e\u52a9\u3002\u5236\u5b9a\u9002\u5f53\u7684\u8ba1\u5212\u548c\u57f9\u8bad\uff0c\u4e86\u89e3\u53ef\u4ee5\u7ed9\u4e88\u6216\u534f\u5546\u7684\u5185\u5bb9\uff0c\u53ef\u80fd\u4f1a\u89e3\u51b3\u4e0d\u65ad\u5347\u7ea7\u7684\u5ba2\u6237\u51b2\u7a81\u3002\u5728\u67d0\u4e9b\u60c5\u51b5\u4e0b\uff0c\u77ed\u671f\u8ba9\u6b65\u53ef\u80fd\u6bd4\u5931\u53bb\u957f\u671f\u5ba2\u6237\u8981\u5c11\u3002\u6388\u6743\u5ba2\u6237\u670d\u52a1\u4e00\u7ebf\u5458\u5de5\u8fdb\u884c\u534f\u5546\u5e76\u505a\u51fa\u5408\u7406\u7684\u8ba9\u6b65\uff0c\u4ee5\u8ba9\u5ba2\u6237\u6ee1\u610f\u7684\u65b9\u5f0f\u89e3\u51b3\u51b2\u7a81\u3002\u8ba9\u5ba2\u6237\u6ee1\u610f\u7684\u957f\u671f\u5229\u76ca\u5c06\u8fdc\u8fdc\u8d85\u8fc7\u9000\u6b3e\u3001\u514d\u8d39\u9000\u8d27\u6216\u5176\u4ed6\u8d54\u507f\u7684\u76f4\u63a5\u6210\u672c\u3002 <\/span><\/p>\n<h2>\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u7684\u6c9f\u901a\u54c1\u8d28<\/h2>\n<p><span style=\"font-weight: 400;\">\u57f9\u517b\u5ba2\u6237\u670d\u52a1\u4eba\u5458\u7684\u4ee5\u4e0b\u54c1\u8d28\u6709\u52a9\u4e8e\u5728\u5371\u673a\u671f\u95f4\u5efa\u7acb\u4fe1\u4efb\uff1a<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5171\u60c5<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u793c\u8c8c<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5c0a\u91cd<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u4e13\u4e1a\u6027<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u79ef\u6781\u4e3b\u52a8\u6027<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u4e13\u6ce8\u529b<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u54cd\u5e94\u80fd\u529b<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u8010\u5fc3<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u6743\u9650<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u613f\u610f\u63d0\u4f9b\u5e2e\u52a9<\/span><\/li>\n<\/ul>\n<h2>\u4e0d\u8be5\u505a\u7684\u4e8b<\/h2>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u56de\u907f\u6216\u4f4e\u4f30\u60c5\u51b5<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5047\u8bbe\u95ee\u9898\u4f1a\u81ea\u884c\u89e3\u51b3<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u56de\u51fb\u987e\u5ba2<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5c06\u6fc0\u70c8\u7684\u8bc4\u8bba\u89c6\u4e3a\u9488\u5bf9\u4e2a\u4eba<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u8d23\u602a\u987e\u5ba2<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u52a0\u5267\u7d27\u5f20\u5c40\u52bf<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u5904\u7406\u4e0e\u4e0d\u6ee1\u5ba2\u6237\u7684\u5173\u7cfb\u5f80\u5f80\u662f\u9690\u85cf\u5728\u5371\u673a\u4e2d\u7684\u673a\u9047\u3002\u6709\u6548\u89e3\u51b3\u8fd9\u4e00\u95ee\u9898\u53ef\u4ee5\u63d0\u9ad8\u54c1\u724c\u77e5\u540d\u5ea6\u548c\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u8003\u8651\u5230\u6124\u6012\u7684\u987e\u5ba2\u5f88\u5bb9\u6613\u901a\u8fc7\u793e\u4ea4\u5a92\u4f53\u4f20\u64ad\u8d1f\u9762\u53e3\u7891\uff0c\u516c\u53f8\u5fc5\u987b\u5236\u5b9a\u5e94\u5bf9\u6b64\u7c7b\u60c5\u51b5\u7684\u7b56\u7565\u3002\u8ba9\u987e\u5ba2\u5f00\u5fc3\u548c\u6ee1\u610f\u4f1a\u8ba9\u4ed6\u4eec\u518d\u6b21\u5149\u987e\uff0c\u5e76\u786e\u4fdd\u82b1\u5728\u54c1\u724c\u5efa\u8bbe\u4e0a\u7684\u91d1\u94b1\u548c\u7cbe\u529b\u4e0d\u4f1a\u767d\u8d39\u3002 <\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><a href=\"https:\/\/www.sisinternational.com\/zh\/about-sis\/contact-sis-international-market-research\/\">\u8bf7\u8054\u7cfb\u6211\u4eec\uff0c\u4e86\u89e3\u60a8\u7684\u4e0b\u4e00\u4e2a\u5ba2\u6237\u6ee1\u610f\u5ea6\u548c\u5ba2\u6237\u4f53\u9a8c\u7814\u7a76\u9879\u76ee\u3002<\/a><\/h2>","protected":false},"excerpt":{"rendered":"<p>\u4e0d\u6ee1\u610f\u7684\u5ba2\u6237\u4f1a\u7ed9\u516c\u53f8\u5e26\u6765\u4e25\u91cd\u540e\u679c\u3002\u8be6\u7ec6\u4e86\u89e3\u5982\u4f55\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002<\/p>","protected":false},"author":1,"featured_media":64779,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[292],"tags":[],"class_list":["post-11956","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50"],"_links":{"self":[{"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/posts\/11956","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/comments?post=11956"}],"version-history":[{"count":3,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/posts\/11956\/revisions"}],"predecessor-version":[{"id":81128,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/posts\/11956\/revisions\/81128"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/media\/64779"}],"wp:attachment":[{"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/media?parent=11956"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/categories?post=11956"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sisinternational.com\/zh\/wp-json\/wp\/v2\/tags?post=11956"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}