| Through the researching to the intension of the service and the modern general merchandise retailing, and integrating the customer type, customer mind and behavioral characteristic. This thesis analyses the problem in the customer service and contributing factor of the customer service. Aiming at the service status of the Changchun Charter Times Square department store co.,ltd, put forward the specific countermeasure about settling the customer service. The Research purpose of this thesis is to achieve spreading the advanced service intention and service method in the fulfilling of the enterprise management control, to raise the enterprise image and reputation, so the competition strength of the enterprise will be raising.The connotation of the service and the state of the modern general merchandise retailing.Service is an action that one side provides to the other, it will not lead any ownerships. The happen of the service maybe has the relation to some kind of tangible product, maybe not. Service is invisible, is inseparable, is changeable and easy to disappear. From the 90's of the twentieth century, coupled with the rapid progress of the China's economy, the Chinese retailing has changed much. The rapid progress not only creates many market chances but also accelerates the more and more serious industry competition. The incorporation of the China's general merchandise retailing is that almost all of the foreign merchandise retailing enter China, which lead the cutthroat competition. All kinds of business forms has no evidence management predominance. The government's retailing policy is wider than before. So ,in order to survive, the enterprise must innovation and expansion. The general merchandise retailing' s developing appears that the quantity raises quickly, the store alone has a big scale and has a high concentration, and investment disperses. And the trend of the development of the merchandise retailing is that the chained management and development will be more popular, the method of the selling trades' management and development and the capital structure will be changed. So it is quite important to build a new supply chain system. The department enterprise 's profit mode will be changed. The Abstractdevelopment of the E-commerce and the application of the MIS is necessary. The competition is developed to a deeper level. As an important method of competition, the service is assigned to an intensive denotation.The Importance of the customer service.Customer service is a set of actions and plans which is performed by the Tradesman in order to makes the customer convenient to shopping. These actions raise the value of the customer's shopping action. In broad sense, the retailing itself is a service action. All of the factors of the combination of the retailing is a service that raise the price of the commodities. The location of the store, the arrangement and the classification of the commodities is convenient for the customer service. Today, the market economy develops rapidly, the department retailing has changed from the traditional department store to the modern department store. Especially when the commodities in the market is very rich.　The competition is mainly focus on the service, the manpower, and management. The market competition is now "the customer requirement age", the service competition appears at all people ,and it is the last circulation by that the enterprise convert the bands, the merchandise to the economic benefit. By all above, we can find the importance of the service in the enterprise management. So the construction and strengthen of the customer service system is an important question that the competition participate must think out.The analysis of the factors that affects the customer service.Today's retailing is facing a challenging and uncertain market. The customer plays a role of the distinctive competition's method, so it will be affected by the inside and outside factors of the enterprise. The outside factors of a enterprise includes the p...
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