某公司顾客服务研究

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1、北京交通大学硕士学位论文某公司顾客服务研究姓名：黄月红申请学位级别：硕士专业：工商管理指导教师：林晓言20080501』匕塞蛮通厶堂主些亟±堂位论塞△旦墨I壁△g!ABSTRACTABSTRACT：Customersatisfactionisend—allofQualityManagementInstitutions。InIS09001，itpointeddefinitely：“EnsuringProductQuality，andFurtheringCustomersatisfaction。”ManywestcountriesputavalueonconsiderablyCusto

2、mersatisfactionintheircorporations，andcollectedasupplyofmuchsuccessfulexperiencethatChinesecorporationsneedstudy。HowtoenhanceCustomersatisfactionisthecentreofattentionofChineseragtrades。Internationalcorportations’rivalshipsandlowloyaltyofChineseconsumersarethreateningChineseclothesenterprisesa

3、fterWTO。Howtoinhancethevyingabilitiesisenterprises’primaryquestions。“Theconsumersaretheforemostintheenterprises’productlines。”Aspiringcustomersatisfactionandloyaltyarecertainoption，whilethemarket’Srivalshipisstrengtheningandthebusinessisdeveloping。So，theragtrade’Ssupervisormustenhancetheircust

4、omerservicelevelandenhancecustomersarisfaction。，。ResearchingoncustomerserviceissignificativequitetooinJS，becauseit'stheeasierandmellowerenpriseinChinesehabiliretaillineofwork。TheauthoranalysedcustomerserviceactualityinJS，foundthequestion,andpropoundedmyself'sviewpoint。ThesupervisorsinJSgiveemp

5、hasistoselling，notservice。Customerservicecenter’sroleandpositioningarenotlegible。Thedatamanagementisn’tnormative。TheCustomerserviceemployee’Sablitiesarenotthesame。Onaccountofthesecauses，Customerservicecenterhasn’texertit’Sfunction。Atthesame，onaccountoftheproblemsinJSorganizationsettingmeasures

6、tolastedimprovement，customerserviceworkhasnotexerteditsnormalactions。Toamendthecondition，IconsiderthesupervisorsinJSshouldfindtheimportanceofthecustomerservice，andfoundcustomerservicedepartment。Theymuststipulateforunitiveserviestandard，perfecttheworking’Sflow，strengthendatamanagement，andtraini

7、ng。Additionally,theyshouldtrainupenterpriseserviceculture，setupcustomersatisfactionstrategy,andstrengthenthepsychiccontractduringtheenterpriseandcustomers。Theresearchresultsisimportantandsignificativeatdevelopingcustomersatisfactionstra