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Economic Management 25位商业领袖:影响世界的商业领袖
Economic Management 35岁前要做的33件事:成功人生的重要分水岭
Economic Management 60分钟企业经营战略:10倍速商业经典
Economic Management 18岁以后懂点经济学
Economic Management 12小时MBA教程
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Economic Management 2号人物
Economic Management 7位成功大师的炒股智慧:世界上最会炒股的人
Economic Management 12小时哈佛管理学
Economic Management Action!管理开拍
Economic Management Action!管理开拍:周星弛搞笑电影中的管理
Economic Management CEO的海军陆战队
Economic Management CI革命:塑造企业个性与美感的法宝
Economic Management 1999到2000年中国经济发展趋势预测分析
Economic Management Cyber超市的网上销售方案
Economic Management MBA考试辅导英语分册
Economic Management MBA工商管理800案例:管理控制跨国经营
Economic Management MBA工商管理800案例:理财之道竞争谋略
Economic Management MBA考试辅导管理分册
Economic Management MBA考试辅导逻辑分册
Economic Management 35岁前要做的33件事:成功人生的重要分水岭
Economic Management 60分钟企业经营战略:10倍速商业经典
Economic Management 18岁以后懂点经济学
Economic Management 12小时MBA教程
Economic Management 12小时哈佛商学经典
Economic Management 2号人物
Economic Management 7位成功大师的炒股智慧:世界上最会炒股的人
Economic Management 12小时哈佛管理学
Economic Management Action!管理开拍
Economic Management Action!管理开拍:周星弛搞笑电影中的管理
Economic Management CEO的海军陆战队
Economic Management CI革命:塑造企业个性与美感的法宝
Economic Management 1999到2000年中国经济发展趋势预测分析
Economic Management Cyber超市的网上销售方案
Economic Management MBA考试辅导英语分册
Economic Management MBA工商管理800案例:管理控制跨国经营
Economic Management MBA工商管理800案例:理财之道竞争谋略
Economic Management MBA考试辅导管理分册
Economic Management MBA考试辅导逻辑分册
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Economic Management 柜面(营业厅)神秘顾客研究
Posted on 2010-04-27
|
神秘顾客访问是一种新的调查方法。它是经过严格培训的调查员,在规定或指定的时间里扮演成顾客,对事先设计的一系列问题或者现象逐一进行评估或评定的一种调查方式。由于被检查或需要被评定的对象,事先无法识别或确认 “ 神秘顾客 ” 的身份,故该调查方式能真实、准确地反映客观存在的实际问题。我们采用神秘顾客服务检测广泛应用在连锁商业、电信、银行、零售、餐饮、汽车、服务等等行业,是由接受过相关培训或指导的个人以潜在消费者或真实消费者的身份对任意一种顾客服务过程进行体验与评价,然后通过定量及定性结合的方式详细客观地反馈其消费体验,其主要功能包括:指标评估:神秘顾客评估被检测对象的服务过程是否规范;资讯搜集:包括既定资讯的搜集和不确定资讯的搜集;情景体验:神秘顾客以普遍顾客的心态体验所接触到的服务情景,梳理出对其中人、事、物的心理感受和感悟
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