浅谈服务危机化解的重要性与策略

On Importance and Strategies of Resolving the Service Crisis

在新经济时代，服务已经跃升为社会主流。服务企业飞速壮大，市场竞争空前激烈。除了在第一时间提供优质服务之外，如何化解不期而遇的危机亦得到了各界的广泛关注。结合文献研究与实验所得，对服务危机化解的定义、重要性以及策略进行了综合论述，以此更好的帮助服务行业在失利的形势下重塑形象，提升客户满意度，创造不可比拟的服务优势。

In the new economic era, services have emerged as the mainstream of the society. Service enterprises are in rapid growth, intense competition can been seem in the market. In addition to providing quality services in the first time, how to defuse the crisis also arouse the public interest. In connection with the literature and experimental research, the paper has a comprehensive exposition into the definition of the resolving of the service crisis, its importance, and the strategies to better help the image rebuilding of the service sector in the current loss situation, to enhance customer satisfaction, and to create the unparalleled service advantages.