目

  录

一、导论

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（一）本选题的研究背景及意义

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（二）国内外研究现状

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1. 国内研究现状.....................................................................................................................1

2. 国外研究现状.....................................................................................................................1

（三）本文的主要观点

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二、我国中小型企业客户服务的现状

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（一）中小型企业的界定

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（二）中小型企业的特点

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1. 数量多，比重大，分布广.................................................................................................3

2. 规模相对较小，资本和技术实力较弱.............................................................................3

3. 机动灵活生命力强.............................................................................................................3

4. 竞争力不强易受外部影响.................................................................................................3

（三）中小型企业开展客户服务的现状

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三、我国中小型企业开展客户服务存在的主要问题

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（

1）管理者缺乏重视..........................................................................................................4

（

2）企业资金制约..............................................................................................................4

（

3）人才匮乏......................................................................................................................4

四、中小型企业开展客户服务的策略

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（一）以客户为导向

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1. 尊重客户.............................................................................................................................5

2. 重视客户意见.....................................................................................................................5

（二）客户服务管理流程化

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1.建立高效客户服务标准......................................................................................................6

2.建立服务质量评价体系......................................................................................................6

（三）培养优秀的服务人员

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（四）进行服务创新

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1.进行服务创新的原因..........................................................................................................7

I