市场营销专业毕业论文--某企业客户服务现状及其完善对策的研究.docVIP

摘 要 业务流程重组的创始人M·哈默的名言：“所谓新经济，就是客户经济”。大众市场由卖方市场向买方市场转变，以服务客户为中心的理念在世界范围内广泛传播，服务竞争成为未来企业竞争的一个核心领域。伴随着世界经济一体化进程步伐的加快，市场竞争日趋激烈，服务竞争已经成为竞争的主战场，企业要生存发展，必须提高客户服务与管理的水平，使客户服务成为企业抢占市场制高点的有力武器，成为企业竞争制胜的法宝。 如今，客户服务类职业正在崛起，随着越来越多的企业把注意力从单纯的市场营销转向客户服务，以及一些跨国公司在为我国建立客户服务中心，市场对各类客户服务人才的需求大大增加，具备专业素养的客服人员更是倍受青睐。然而，目前从事客户服务工作的人员自身素质有待提高，而且企业本身对客户服务的重视程度也有待加强，缺乏系统的监管。完善的客户服务对于加快客户服务的发展，提高客户服务管理水平，推动我国经济增长，增强企业竞争力具有十分重要的意义。 本文首先对客户服务的基本理论进行了概述。其次，通过对武义电信分公司通讯服务行业的具体调研，归结出武义电信公司客户服务现状及其存在的问题，包括管理、员工、售后等问题。然后具体问题具体分析，对症下药，提出几个完善中国电信客户服务工作的有效措施。 关键词：客户服务；顾客满意；心灵契约 Abstract The famous founder of business process reengineering M ? Hammer: The so-called new economy, is the customer economy. Mass-market shift from a seller to a buyers market, serve customer-centric philosophy spread worldwide, service competition to become a core areas in the future. With the world economy acceleration of the integration process, the market competition increasingly fierce, service competition has become the main battlefield of competition, business to development and survive, we must raise the level of customer service and management, customer service become a powerful weapon to seize the commanding heights of the market, and become successful in the competition. Today, customer service occupations is on the rise, as more and more enterprises focus on customer service from pure marketing, and some multinational companies build customer service center in China, the market demand for all types of customer service personnel greatly increased, with professional quality customer service staff is acclaimed. However, the customer service staff working in their own quality to be improved, and to the enterprise itself, the emphasis on customer service also needs to be strengthened, and lack of systematic monitoring. Improve customer service for speeding up the development of customer service, enhance customer service management, promoting Chinas economic growth, enhance the competitiveness of enterprises is of gre