企业的服务是消费者关注的焦点,同时也是赢得消费者货币选票的重要砝码。在市场化经济环境不断变化的今天,产品投诉仍然成为解决国内消费者问题的一个难点。在国际金融危机的经济环境下,在国家“十二五”规划加快服务业发展的政 Business services are the focus of consumers, but also an important weight to win consumer currency votes. In the ever-changing market economy, product complaints are still a challenge to solve the domestic consumer problems. Under the international financial crisis, in the national “Twelfth Five-Year Plan” to speed up the development of service industry