2021年客户服务管理模拟试题含答案.pdf

《2021年客户服务管理模拟试题含答案.pdf》由会员分享，可在线阅读，更多相关《2021年客户服务管理模拟试题含答案.pdf（7页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、资料收集于网络如有侵权请联系网站删除 谢谢精品文档客户服务管理模拟试题一、单项选择题（本大题共15 小题，每小题 1 分，共 15 分。在每小题列出的四个备选项中只有一个是符合题目要的，请将其代码填写在题后的括号内。错选、多选或未选均无分。）1.就劳动力的使用与报酬及相关事宜，与企业签订劳务合同的员工是（）A.客户服务员工 B.劳动合同工C.劳务合同工 D.客户服务代理员工2.企业委派客户服务总监会同总工程师对于一项服务质量事故进行处理，这属于客户服务代理中的（）A.法定代理 B.委托代理C.指定代理 D.以上都不对3.客户可以分为经济型客户、道德型客户、个性化客户和方便型客户，这是从哪个角度

2、对客户进行的分类（）A.营销 B.管理C.交易进展状况 D.交易情况4.客户忠诚度指的是（）A.客户对企业以及企业产品或者服务的满意程度B.客户满意后而产生的对某种产品品牌或公司的依赖、维护和重复购买的一种心理倾向C.客户对企业利润的贡献程度D.客户与企业发生初次交易之后继续购买该企业产品或者服务的程度5.汽车变速器自动变挡是吸引女性购车的重要原因，这属于客户需求中的（）A.信息需求 B.环境需求C.情感需求 D.便利需求6.关于客户情绪管理，下列说法正确的是（）A.客户的情绪管理就是察言观色，哄客户开心B.对客户的关注在购买阶段即告结束C.企业与客户是一种敌对关系D.企业不必让客户 100%

3、满意7.员工客户服务内部质量的特点，下列说法错误的是（）A.主观性强 B.难以评估C.管理成本高 D.容易测量8.“制订解决问题的工作计划，拟定改进措施。”这是休哈特戴明环哪个阶段的工作（）A.计划阶段 B.执行阶段C.检查阶段 D.收尾阶段9.在对大客户的档案管理过程中，对竞争对手情况、客户供应商情况等的掌握属于（）A.基本信息 B.重要信息C.核心信息 D.过程管理信息10.“大客户对企业及其员工的信任感和满意感“属于影响大客户忠诚度因素中的（）A.理念 B.优质服务精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 1 页，共 7 页资料收集于网络如有侵权请联系网站删除 谢

4、谢精品文档C.关系质量 D.产品差异化11.客户为了逃避应付尾款而选择其他企业，由此带来的客户流失属于（）A.自然流失 B.恶意流失C.竞争流失 D.过失流失12.面对激烈的市场竞争，企业可以采取的策略包括（）A.进攻策略 B.防守策略C.撤退策略 D.以上说法都正确13.“有个顾客买了一台大彩电，有30%的可能他会在 90 天之内升级他的音响系统”这属于运用数据分析解决商业问题模型中的（）A.分类 B.联合分析C.时间序列 D.序列发现14.某地春节举办的农副产品展销会属于（）A.贸易展览 B.宣传展览C,综合展览 D.专项展览15.某顾客定了一个蛋糕，约定六点送到指定酒店，可到了晚宴结束才

5、送来，这时顾客提出的投诉属于（）A.产品交易投诉 B.产品交付投诉C.产品文化投诉 D.服务能力投诉二、多项选择题（本大题共10 小题，每小题 2 分，共 20 分。在每小题列出的五个备选项中至少有两个是符合题目要求的，请将其代码填写在题后的括号内。错选、多选、少选或未选均无分。）16.关于服务目标，下列说法正确的是（）A.服务目标“应该体系在为客户服务的每一个阶段”B.服务目标“应该贯穿于企业与客户接触的前期和后期”C.服务目标“应该是企业运作程序中基本框架的一部分”D.服务目标“应该是对潮流的一种反应”E.服务目标“应该始终如一地贯穿于员工的交流”17.下列选项中，属于“客户需要”的特征的

6、是（）A.包括物质需要和精神需要 B.能通过交换而得以满足C.通过客户服务形式而实现满足 D.受社会生活条件的影响E.是自身需要，不易受外界影响18.员工满意度与企业利润之间是一个“价值链”的关系，这是因为（）A.利润的增长主要是由客户忠诚度刺激的B.忠诚是客户满意的直接结果C.满意在很大程度上受到提供给客户的服务价值的影响D.价值是由满意、忠诚和有效率的员工创造的E.员工满意主要来自企业高质量的支持和制度19.下列选项中，属于3A法则的是（）A.态度 B.手段C.表现 D.微笑E.耐心20.下面选项中，属于客户满意横向层面的是（）A.企业理念满意 B.企业行为满意精品w o r d 学习资料

7、 可编辑资料-精心整理-欢迎下载-第 2 页，共 7 页文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN

8、9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10

9、X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 Z

10、N1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7

11、H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档

12、编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6

13、S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3资料收集于网络如有侵权请联系网站删除 谢谢精品文档C.企业视觉满意 D.物质层面满意E.精神层面满意21.下列选

14、项中，属于客户流失预警级别的指标的是（）A.客户经营方式变化 B.客户购买行为变化C.竞争对手的努力状况 D.客户服务状况E.投诉和建议变化22.下列选项中，属于客户关系管理作用的是（）A.客户管理统一化 B.提供客户管理能力C.实现企业目标 D.提供企业竞争力E.提供协调互动的平台23.下列选项中，属于客户服务中心作用的是（）A.是企业与客户沟通的单一平台B.是企业收集资料、了解客户需求的关键渠道C.为客户提供优质化服务，维护客户忠诚度D.是企业从成本中心变成利润中心的重要手段E.提高客户贡献度的重要手段24.下列选项中，客户投诉对于企业的意义是（）A.使企业再次赢得顾客B.使企业及时发现产

15、品或服务的失误C.开创新的商机D.可以为企业建立和巩固良好形象提供机会E.为企业增加了成本25.对于客户投诉的认识，下列说法正确的是（）A.投诉的提起人应是客户 B.投诉直接对象是企业C.投诉以投诉问题的存在为前提 D.投诉以实现客户利益主张为目的E.企业是投诉追究的责任人三、名词解释（本大题共5 小题，每小题 3 分，共 15分）26.客户服务行为27.企业行为满意28.大客户29.呼吸松弛法30.新闻发布会四、简答题（本大题共3 小题，每小题 5 分，15 分）31 服务从在客户服务中起着主力和基础作用的表现有哪些？32.简述 CRM 实施的具体步骤。33.展览会的特点有哪些？五、论述题（

16、本大题共2 小题，每小题 10 分，共 20 分）34.试对客户服务质量管理中应遵循的原则进行总结。35.试对客户服务中心的发展历程进行阐述。精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 3 页，共 7 页文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 H

17、N9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z1

18、0X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6

19、ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P

20、7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文

21、档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY

22、6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8

23、P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3资料收集于网络如有侵权请联系网站删除 谢谢精品文档六、案例分析题（本大题共 1 小题，共 15分）36.某乡村饭店由于老板热情、菜肴爽口、价格公道实惠而颇受附近村庄客户的好评。可是近年来由于高速铁路的施工，给饭店带来了相当一部分新顾客。饭店顾客走后，店老板发现，每位顾客的饭碗里都剩下了相当量的饭。而对于产生该问题的原因，店老板却不得其解。于是，在一次顾客吃完临走时，店老板对于自己的疑惑询问了顾客，原来是老板给的量太多而又没有小份缘故。针对该情况，店老板立刻决定采购一批新餐具，并且把饭菜价格进行了适当调整，这下顾客笑了，老板也乐了。请结合

24、所学知识分析：在面对不同的客户需求时，优质客户服务的标准有哪些？精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 4 页，共 7 页文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A

25、2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A

26、4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4

27、A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1

28、X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7

29、E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码

30、:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3资料收集于网络如有侵

31、权请联系网站删除 谢谢精品文档客户服务管理全真模拟演练（二）参考答案一、单项选择题1-5：CBABD 6-10:DDABC 11-15：BDDAB 二、多项选择题16.ACE 17.ABCD 18.ABCDE 19.ABC 20 ABC 21 ABCDE 22.ABCDE 23.ABCD 24.ABCD 25.ACDE 三、名词解释26.客户服务行为：就是企业通过其员工提供产品和服务，以满足客户需要的行为。27.企业行为满意：是顾客对企业“行动”的满意，是理念满意诉诸计划的行为方式，是客户满意战略的具体执行和运作，就是建立一套完整的行为运行系统，这套系统被全体员工认同和掌握，且在系统中每天员工

32、都是公平和公正的。28.大客户：是指那些能给企业带来大利润的客户，又被称为重点客户、关键客户、核心客户，是对企业的生存和发展起着举足轻重作用的客户。29.呼吸松弛法：是指以简单的呼吸或松弛练习学会如何处理压力所造成的肌肉紧张和焦虑心情。30.新闻发布会：是社会组织为公布重大新闻或解释重要方针政策而邀请新闻记者参加的一种公关关系专题活动。四、简答题31.服务从在客户服务中起着主力和基础作用的表现有哪些？答：（1）产品价值是客户价值的第一要素。（2）品牌对于客户服务的驱动作用。（3）产品具体体现客户的利益。（4）服务产品决定产品服务。32.简述 CRM 实施的具体步骤。答：（1）确立业务计划。（2

33、）确立 CRM 团队。（3）分析客户需求、开展信息系统初建。(4)评估销售、服务过程，明确企业应用需求。（5）计划好实施步骤，为CRM 不同级别系统设置优先级，渐进推进。（6）选择合适的方案，投入资源、开发部署。（7）组织用户培训。实现应用系统的正常运转。（8）使用、维护、评估和改进。33.展览会的特点有哪些？精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 5 页，共 7 页文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2

34、HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z

35、10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6

36、 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5

37、P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3

38、文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:C

39、Y6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z

40、8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3资料收集于网络如有侵权请联系网站删除 谢谢精品文档答：（1）展览会是一种复合型的传播方式。（2）展览会是社会组织塑造自身形象的最佳方式之一。（3）展览会为社会组织与公众提供了直接沟通的机会。（4）展览会是一种具有新闻价值的公关活动。五、论述题34.试对客户服务质量管理中应遵循的原则进行总结。答：（1）以人为本原则。这里指的是在进行品质管理过程中，管理者必须把对人的培训及

41、关心放在第一位。(2)以客户为中心原则。以客户为中心的核心思想就是理解客户当前和未来的需求，要让我们的客户满意，以客户的满意度作为衡量客户服务中心服务质量优劣的关键因素。（3）量化原则。客户服务质量管理的主观性强，难以评估并且管理成本高，因此在对服务质量感觉进行量化过程中，要确定一些简单、可测量、有指导意义并且成本能够控制的原则。（4）管理者参与的原则。管理者的任务就是保证所有员更好地满足客户的要求。因此，管理者需要通过支持、反馈、培训、鼓励、承担责任和疏导关系等方法成为质量改进的先导。（5）对服务的持续改进的原则。企业的经营处于“逆水行舟，不进则退”，必须不断改进才能生存。因此，持续改进服务

42、质量应当成为客户服务中心的一个永恒目标。35.试对客户服务中心的发展历程进行阐述。答：第一代客户服务中心是人工热线电话系统。企业通常指派若干经过培训的客服人员专门处理各种各样的资信和投诉，客户只需要拨通指定的电话就可以与客服人员直接交谈。这种服务方式可以充分利用客服人员的专长，因而在提高工作效率的同时也大大提高了客服质量，其应用范围也逐渐被扩大答民航以外的许多领域。第二代客户服务中心是IVR 系统。它是具有简单排队功能的交换机和自动语音应答系统构成，客户拨入客户服务中心后，可以选择人工或者自动语音服务方式，用户可以根据语音提示选择不同的操作，获得需要的服务。第三代客户服务中心是兼有自动语音和人

43、工服务的客户服务系统，是目前我国客户服务中心的主流。它采用CTI 技术实现了语音和数据的同步。第四代客户服务中心是客户交互中心。它完全提供了前三代呼叫中心的语音交换功能，同时利用了集成的IP 交换功能，能够完全支持计算机的网络服务。六、案例分析题答：（1）对客户表示热情、尊重和关注。优质的客户服务人员能够始终如一地对客户表示热情、尊重与关注。（2）帮助客户解决问题。该案例中客户由于无奈会造成很严重的浪费，因此店老板就帮助其解决饭菜剩余的问题。（3）迅速响应客户需求。问题解决的快慢会给客户带来天壤之别的感受。（4）始终以客户为中心。始终以客户为中心不能只是一句口号，或者是贴在墙上的服务宗旨，而应

44、该是一种行动。精品w o r d 学习资料 可编辑资料-精心整理-欢迎下载-第 6 页，共 7 页文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E

45、3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:

46、CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10

47、Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2

48、 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4

49、Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A

50、6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3文档编码:CY6S10Z8P3A2 HN9A4Z10X4A6 ZN1X5P7H7E3资料收集于网络如有侵权请联系网站删除 谢谢精品文档（5）持续提高优质服