一线员工对客服务中的移情心理研究

The Research of the Empathy of First-Line Employee in Customer Service

对于任何一个企业,特别是服务性企业来说,顾客的高满意度是企业获取竞争优势的关键因素,而一线员工在对客服务中的移情心理又为获取顾客高满意度起到了关键作用。虽然大部分企业已经向顾客标榜"我们关心您"的口号,但仍旧有不少企业行动上却只关心如何从消费者手中获取更多的利益。事实上,企业要想真正赢得顾客的忠诚,则必须在服务过程中学会如何有效地倾听顾客,做到真正从顾客的利益出发。

For any enterprise,especially the service enterprises,the high satisfaction of customers is the key factor for enterprises achieving the competitive advantages,and the empathy which the first-line employees own in service plays the key role in gaining the high satisfaction of customers.Though most enterprises have declared ＂we care for you＂,many of them only care how to earn more benefits from customers in action.In fact,enterprises earn the customer＇s loyalty only if they learn how to listen to the customers effectively in services,and indeed act for the benefits of customers.