国际货运代理服务，看不见，摸不着。
许多企业与销售热衷于用"专业"、"高效"、"周到"，甚至是"卓越"、"一流"等标签标榜自身服务，但这些口号往往流于空洞，客户真正需要的不是自我标榜，而是渗透在细节中的价值体验。
究竟怎样的服务才能赢得客户发自内心的认可？
1. 服务不是口号，而是行动
"客户第一、服务至上"、"急你所及、想你所想"、” 把客户当成上帝，让其如沐春风“——这些理念固然正确，但若仅停留在口号层面，便如同无根之木，哪怕你跟客户强调一千遍、一万遍也没用。、
好的服务是做出来的，不是说出来的。真正卓越的公司与销售，从来不会自我标榜自己提供所谓best service，而是将自己的服务标准渗透在具体的工作中，在点滴细节自然呈现。润物细无声，潜移默化的影响客户。
真正的优质服务无需刻意强调，因为当客户与你合作时，他能清晰感知到服务标准的差异化，而由衷地对你说出"You're the best"。客户的肯定与赞许才是对服务价值的最高褒奖，而不是自己声嘶力竭的呐喊与宣称。
一封真实的客户感谢信验证了这一点：
Dear Mike,
I hope you have been well.
First of all, I would like to thank you for rectifying the error that had occurred at the beginning with Apple and I. I am very grateful that you were able to resolve it in an extremely prompt manner. I do appreciate your professionalism and understanding in this matter.
I normally do not write appraisal emails such as this. However, I do feel compelled to as Apple has been absolutely superb to work with so far.
I have worked with many freight forwarders in my 10 years with *** (5 years as GM, then 5 years as Director of ** Australia). Apple has definitely stood out to be the best one amongst them all. I am extremely impressed with her efficiency and her professionalism so far. She is very well mannered and is always so proactive with dealing with issues. It was her timely prompt reply to my initial email enquiry that got my attention to your business. I was looking for a new FF with efficiency, professionalism, and of course, a reasonable price. I am very happy I found Apple.
As you know, I am looking for a long-term working relationship with a trustworthy FF who treats and respects my business as their own. Apple has shown me that she is extremely helpful, pleasant, professional, intelligent, friendly and approachable. I am very happy with how fast and transparent the shipping process has been. Thank you for providing me with the guidance in applying for the COO with my Singapore head office Apple~ I am very grateful for everything. You have been there every step of the way with this shipment... Until the moment I received the goods, you were in contact with me and kept me updated.
Apple is an extremely valuable asset to your company.... She definitely deserves to be recognized and praised. You have earned yourself a very happy customer here. Thank you.
Thank you Mike. I look forward to many many years of successful journey with you. Please pass on my best regards and warm wishes to Apple.
Kind Regards,
Michelle
Dear Mike,与众多货代合作的十年间，Apple是我遇见最出色的服务者。她的高效、专业与主动性令人印象深刻：从秒回邮件答疑，到全程透明追踪物流，甚至在处理突发问题时展现的担当，都让我感受到被重视。这种润物细无声的服务体验，让我毫不犹豫选择与贵司建立长期合作……
这封信揭示了一个真理：优质服务的核心在于创造不可替代的价值。灵活，细心，谦逊、积极、专业，贴心，高效，快速，友善......——当这些特质融入服务的每个环节，客户粘性与复购率将成为水到渠成的结果。
2.从小处着手，避免一开始就招人厌
细节最能打动人，这也正解释了感谢信是极少Sales才能拥有的专属荣誉勋章。
但要做到这些，可不容易。不过，反过来思考。当我们避免一开始就成为客户讨厌的业务群体时，或许可以离那些美好的形容词更近一些。
服务顺畅度：避免6大致命伤
| 无知 | 对业务一问三不知，随便一个问题，就卡壳，暴露专业短板。 |
| 无畏 | 没有敬畏感，做什么事情都大大咧咧，没有风险控制意识。如（易碎品，不打托，不投保） |
| 无能 | 事事请示上级，缺乏决策能力。 |
| 毫无条理 | 邮件杂乱冗长；与客户谈判时东拉西扯不相关的内容；不遵循基本的流程，没有To do list, 总是遗漏疏忽等。 |
| 拖延 | 报价不及时，总让客户等待；喜欢将原本能即刻解决的问题拖到最后，让客户买单。 |
| 速度慢 | 挤牙膏，客户问一句，答一句，消磨客户的耐心和好感。做事磨磨唧唧，丝毫不在意客户的时间与自己的工作效率。 |
服务体验感：警惕6类减分项
| 斤斤计较 | 例如，走一个10个柜的订单，让免费寄个提单正本，还犹犹豫豫收费 |
| 过分势力 | 如：接待客户团队时，只发名片时只发给客户或者KEY PERSON，而忽视随行人员；或者在谈判过程中随便越级，虽不足为意但伤人自尊。 |
| 没有耐心 | 在客户测试时，对客户抱怨订单小，没利润，给客户脸色，沉不住气，爱理不理甚至讽刺挖苦。对客户没有同理心，喜欢去催促客户决策或行动。 |
| 浮夸虚假 | 满嘴跑火车，没有一句真话。什么全世界的货都能运，分公司遍布国内各口岸，不管是海运，空运，快递都能提供最好的运价。 |
| 盲目自大 | 不重视客户的建议或者要求，如客户一定要海运，认为客户的想法很幼稚，不靠谱。喜欢自作主张代替客户做决定，而不做任何解释地报空运价、快递价。 |
| 耍小聪明 | 例如：明明忘了买保险，硬跟客户说买了，PS假文件，到最后真出了问题，将客户放在火上烤，搬起石头砸自己的脚。 |
客户不会因一句"We provide best service"选择你，却会因一份清晰的装箱清单、一次主动的风险提醒、一封措辞严谨的邮件而心生信赖。
服务的最高境界，是让客户在不知不觉中产生依赖——正如Michelle在信末所言："Apple是贵司无可替代的资产。" 而这，正是对销售服务价值最有力的诠释。
