服务企业服务力的评价与提升策略

To Evaluate and Strengthen the Service Ability of Service Enterprises

中文关键词:  服务力  竞争力  制造力  赢利能力  顾客忠诚  顾客满意

英文关键词:service ability  competitiveness  manufacturing ability  profit-making ability  customer's loyalty  customer's sat-isfaction

中文摘要:

      服务力是企业服务部门满足顾客需求、赢得顾客忠诚和创造利润的能力,它是形成服务企业竞争力中的一种基本能力。为了提高服务企业的服务力,并使服务力进入良性循环状态,可以采取八种策略:认真挑选员工;高质量的员工培训;有助于提高服务价值的职位体系;设计良好的支持体系;有效的团队合作;适当的员工授权;必要的激励措施;建立积极的企业文化。

英文摘要:

      Service ability refers to the abilities for service departments to meet customer's needs,to win customer's loyalty and to make profits,which is a basic ability for service enterprises to form the competitiveness.Service ability of service enter-prises differs from that of the manufacture enterprises and also differs from manufacturing ability of manufacture enterprises.The basis for evaluating the strength of service ability is the contribution it makes to service enterprises,and three categories are in-volved in the system of evaluation index:the profit-making ability,the ability to gain customer's satisfaction and loyalty,and the images of service departments.To upgrade the service ability and to keep it running in a positive cycle,eight strategies are avail-able in this paper:selecting employees;high-quality staff training;position system supportive for increasing service value;design-ing a good supporting system;efficient teamwork;appropriate authorization to employees,necessary stimulating measures;estab-lishing proactive enterprise culture.