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随着市场经济的快速发展,服务时代已经到来,客户服务逐步代替价格与产品,成为新一代的竞争核心。对于企业来说,如何为客户提供优质服务,留住客户是值得深入研究的重大课题。在本文中,笔者从自身工作入手,探讨了如何利用马斯洛的层次需求理论进行客户服务管理,以最大限度满足客户需求,促使企业长远发展。
With the rapid development of market economy, the service era has come. Customer service gradually replaces prices and products and becomes the core of a new generation of competition. For enterprises, how to provide customers with quality service, customer retention is an important issue worthy of further study. In this article, the author starts from his own work and explores how to use Maslow’s hierarchy of needs theory to manage customer service so as to satisfy customer’s needs to the greatest extent and promote the long-term development of the enterprise.