客户是企业生存的基础，客户服务的好坏直接影响到企业的形象和企业的竞争力。随着WTO的日益临近，企业将面临来自全球范围内的竞争，这种竞争不再局限于产品，技术领域，服务也变得至关重要。企业要在日益激烈的竞争中立于不败之地，一套先进的客户服务体系是不可或缺的呼叫中 Customer is the basis for business survival, customer service has a direct impact on the quality of the company’s image and the competitiveness of enterprises. As the WTO approaches, companies will face competition from around the world. This competition will no longer be limited to products and technologies. Services will also become crucial. Enterprises in an increasingly fierce competition in an invincible position, a set of advanced customer service system is an indispensable call