Based on the analyses of the former chapters, chapter five deals with how to improve the customer satisfaction by elevating customer value, handling customer complaint, governing service recovery, controlling employee satisfaction and building customer-oriented organization, etc. 第五章根据前四章的分析,从提升顾客价值着手,结合顾客抱怨的处理和服务补救、员工满意度和以顾客为中心的组织结构,讨论了顾客满意度提升的途径。
Customer satisfaction is critical for company's survival and continuable development, and employee loyalty is base of customer satisfaction and stable organization. 顾客满意是企业生存和可持续发展的关键,员工忠诚是顾客满意和组织稳定的基石。