如果从顾客价值理论看,注意细节和区别对待(见下一讲)一样,都是一种可以为顾客创造价值(它既可以为顾客增加所得,也可以为顾客减少付出)的重要手段。由于它投入少,而产出高,在这种情况下,企业在提供服务的全过程中,大力提倡注意细节,特别是注意人性化的服务细节,对于增强顾客满意来讲,往往可以起到“四两拨千斤”的作用,因此就显得更有重要意义。 1细节虽小,作用不小 From the perspective of customer value theory, attention to detail and discrimination (see next section) are all important tools that create value for customers, both for their customers and for their customers. Due to its low investment and high output, in this case, enterprises in the whole process of providing services, vigorously promote attention to detail, in particular, attention to human service details, in terms of enhancing customer satisfaction, often can play “Four two dial”, so it seems more important. 1 small details, the role is not small