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随着服务时代的到来,客户服务已经取代产品和价格成为竞争的新焦点。本文就如何进一步提升企业的服务竞争力做了战略性思考,并就客服问题的化解与人性化处理及网络时代的在线客服问题等进行了探索,以期最大化地释放企业客户服务的竞争优势。
With the advent of the service era, customer service has replaced product and price as the new focus of competition. This article made a strategic thinking on how to further enhance the service competitiveness of enterprises and explored the solution and humane handling of customer service issues and online customer service issues in the Internet age in order to maximize the competitive advantage of enterprise customer service.