论企业的服务补救

Brief Analysis of Service Remedy

服务补救是企业针对服务失误采取的行动.由于服务产品的提供与消费是同时进行的,具有不可分割的特性,在顾客的多样性与服务易变性的情况下,在服务人员与顾客接触互动的过程中,难免会有服务失误发生,从而造成顾客的负面反应.因此,当企业的服务出现失误时,就必须对缺乏的部分加以补救,让顾客感到满意,以加强其对企业的忠诚度.

Service remedies are actions taken by an enterprise to make up the fault of certain service. Because a service product is unstable and unseparable with its supplying and consuming, servise fault is sometimes unavoidable by its supplyer when giving services to various clients, thus causing negative impressions of the enterprise in them . In order to better satisfy the clients and to keep their royalty to the enterprise, actions should be taken to make up the fault whenever it is caused in service.