近年来，“顾客满意”似乎已成为企业界人士最 常挂在嘴边的用语，因为他们认识到顾客是最终判定产品及服务品质优劣，并能决定是否继续与该公司交易的人，换句话说，顾客是公司利润的源泉。虽然顾客满意是一个人人熟知的名词，但在国内，企业中能够最终落实顾客服务满意的，却 In recent years, “Customer Satisfaction” seems to have become the language most commonly spoken by business people because they recognize that customers are the ultimate judge of the quality of products and services and can decide whether or not to continue trading with the company. In other words, the customer is the source of corporate profits. Although customer satisfaction is a well-known term, but in the country, companies can eventually implement the satisfaction of customer service, but