Research On Ethics Of Customer Service

Customer service moral philosophy is the reconsidering and the summary of the customer service value idea, the thinking method, the behavior way as well as the experience from the viewpoint of ethics values, the world outlook and the methodology. Generally speaking, the service object of the"Customer service"includes two aspects, the enterprise interior customer and the enterprise exterior customer. The enterprise internal customer usually refers to the enterprise internal service object, such as the department and the enterprise staffs that can accept the product or the service. Specifically speaking it may be the next operator on the product production assembly line, also may be the process department in the course of the product and service making, or the agent who helps the customer to use the product or service. The enterprise exterior customer usually refers to the enterprise exterior service object, like consumer, trustee, retail merchant, final user and so on. And this article is aimed at the enterprise exterior customer service, namely the service which the enterprise and enterprise's customer service personnels can provide for the enterprise exterior customer. Therefore the research content of the customer service moral philosophy, also mainly refers to the moral research during the process in which the enterprise exterior customer enjoys the service.Nowadays, the market competition day is becoming harder and harder, the product difference and the effect of the price war is becoming smaller and smaller. If an enterprise wants to be in an impregnable position in the competition, besides on its core product and the visible product competitive advantage, service comes to the key to obtain the competitive advantage and to win the market. But some enterprises for the present benefit, aren't honest, uses deception during the service, and as a result, it not only finally causes reputation damage, also causes the customer to suffer the loss. Therefore, in order to build a fair and pure social environment, the higher moral request comes along with the customer service principals. This must relate to the customer service idea, the method, the behavior standards which instructs the enterprise customer service practice. The research regarding the customer service ethics, has the vital significance for the enterprise's development. Firstly, It is helpful for us to have a thoroughly, a more comprehensive understanding with the relations between the customer service in the enterprise and other management, thus clear about the vital role played by the customer service ethics in the enterprise development. Secondly, it can help us to induce and analyze some important ideas and method in the customer service, for instance, the idea that takes the customer as the center, the management idea and other ethic ideas about service. Thirdly, it can make us easily understand the intrinsic uniformity of the customer, the staff and the enterprise benefit, in this way, we can improve our own intrinsic quality, and have the enterprise's continual development.This article attempts, discussing from the customer service ethics connotation, the characteristic, the necessity as well as the core, basic principle, to relate the practice. It lists the problems in our country enterprise customer service ethics, with a clear goal, carries on the origin analysis, induces the solution to the customer service ethics question countermeasure from four aspects, and provides one philosophy method for enterprise's customer service, thus instructs the concrete customer service practice, guarantees the effective implementation of the customer service ethics, and finally enables the customer service value to manifest fully. But, although the modern thinkers have many analyses and researches about the customer service especially the enterprise's customer service, looking on the present situation, highly comprehensive and systematically studies from ethics or the moral philosophy theory, is defective or insufficient in the domestic and foreign academic circles. We can profit limitedly from the materials and the data, and also my knowledge has some deficiency, therefore some questions also need further discussion.