Research, Customer Service Capabilities

As the market gets more and more competitive, CS takes more and more parts in the company development. This article tries to find paths to improve the CS by studying the matter and the attribute of CS and the ability of making worth.The first chapter begins with the definition and the feature of the service, pointing out that the matter of service is an activity whose purpose is to meet people's different level demand, bounding the definition of service at he same time, and discusses the reason of people giving more and more attentions on CS from the evolvement of human agriculture economy, merchandise economy, service economy and feeling economy. The second chapter summarizes the theories about CS by the former people and explaines the ways that CS how to achieve the increment of consumer.In this article the main chapters discourse upon the worth making ability of CS, first of all, demonstrate the relationship of CS and sales, point out that Service is the basic pith of sales, service and sales push the company forward together; and next demonstrate that service can increase profit from two aspects that service can attract more and better customers and service can keep the old customers; then demonstrate the point view that service can strengthen the pivotal competition power of the company; at last point out the contribute of the service to the company brand from the effect of service public praise, service can lick the brand power into shape and service can change customer. The last part of the article brings out four basic paths to improve CS in an enterprise. First CS should take customer as the oriented goal, respect customer, think much of the suggestions from customers; second, CS should be good at creating excellent CS value, know what the customer need and can express the known feel and need of customer; third, train excellent service man, put the advanced service consciousness into the staff's brain and train their high level service skill; forth, improve the client's service ability by service innovation.