试论提高服务质量的重要性及途径

Discussion on the Importance and Way of Enhancing Service Quality

从服务质量的重要性和目前服务质量存在的问题入手,阐述了如何通过创造以客户为中心的企业文化、加强一线员工的教育与培训、树立良好的企业形象、“一对一”的个性化服务、提供最高顾客让渡(附加)价值、建立标准化的服务流程和积极应对客户投诉等一系列措施来提高服务质量,降低客户流失率,增强企业效益和竞争优势。

Basing on the importance of enhancing service quality in enterprise and the exist problems of service quality, this paper illustrates how to create enterprise culture by taking customers as the center, strengthen employees＇ education and training, set good enterprise image, provide highest customer additional value, build standard service line and actively reply customers＇ complain and so on, in order to improve service quality, decrease customer drain, strengthen enterprise efficiency and competitive superiority.