摘要
零售业的顾客服务是指帮助顾客解决问题为使其满意而开展的活动,它伴随于商品销售的全过程,是为促进商品销售而给顾客提供的无形产品,在现代零售业中发挥着越来越重要的作用。但我国零售业的服务水平并不高,大多数的零售企业都存在着服务理念错误、服务标准不规范、服务执行不到位、服务形式陈旧等问题。零售企业可以通过树立正确的服务理念、建立高效的服务标准、提高一线员工的服务水平和不断创新服务体系等措施提高企业的零售服务水平。
Retail customer service is to help customers resolve problems to the satisfaction of the activities undertaken,it is accompanied by the whole process in the sale of goods is to promote the sale of goods to the customers of intangible products play in the more modern retail and more important role.However,the level of retail services is not high,most retailers are wrong idea of the existence of services,service standards are not standardized,service execution is not in place,the old form of services and other issues.Retail companies can establish a correct concept of service and build a high standard of service and improve front-line staff level of service and innovation service system and other measures to improve the level of retail service companies.
出处
《企业活力》
2010年第12期50-54,共5页
Enterprise Vitality
关键词
顾客服务
零售业
服务质量
customer service
retail
service quality
