顾客满意的理解与实施

The Comprehension and Implementation of Clients' Satisfaction

综述了顾客满意是贯穿GB/T190 0 0族标准的主线 ,分析了顾客流失对企业生存发展的影响 ,浅议了顾客是企业生存和发展的重要资源 ,通过实例探索性地提出了培养良好的人际关系、实施有效沟通的特色方法。

In this paper,it's genarally described that clients' satifaction is the theme of GB/T19000 Standard. The effect of losing clients to the existence and development of enterprises is analysed. Then the opinion that the clients are the important resources for the existence and development of the enterprises is discussed. The methods for fostering good relationship and implementing effective communication are put forward exploratoryly.