随着市场竞争的日益激烈,企业之间的竞争硝烟已经从有形的产品竞争延伸到了无形的服务领域竞争。能否赢得客户,不仅是企业的产品质量、价格、信誉度等方面的问题,客户服务也是其中的一个关键环节。客户服务的好与坏代表着一个企业的整体形象和综合素质,与企业的利益直接挂钩。因此,客户服务人员这个职业已越来越受到企业的重视。 With the increasingly fierce market competition, the competitive rivalry between enterprises has extended from tangible product competition to intangible service competition. Can win the customer, not only the enterprise’s product quality, price, credibility and other issues, customer service is also one of the key links. Good and bad customer service represents the overall image of a business and overall quality, and the interests of enterprises directly linked. Therefore, the customer service staff has become more and more valued by enterprises.