关于构建商业网球俱乐部客户服务体系的思考  

Reflections on the Building of Commercial Tennis Club Customer Service System

作　　者：王勇[1] 于娜[1] 

机构地区：[1]聊城大学体育学院,山东聊城252000

出　　处：《搏击（体育论坛）》2012年第4期54-55,76,共3页Sport Forum

摘　　要：近年来我国商业网球俱乐部发展迅速,经营体制也在不断健全和完善,但在客户服务等诸多方面仍存在不足。文章通过查阅文献资料法、访谈法、实地考察法等研究方法,分析目前我国商业网球俱乐部客户服务体系存在的问题,提出确立"以客户为中心,服务第一,销售第二"的经营理念;整合资源,提升服务水平,打造服务品牌;健全高效定制化服务操作体系、员工的服务培训体系、会员投诉体系等具体措施,以期为优化商业网球俱乐部客户服务体系提供参考。In recent years, it＇s true that the commercial tennis clubs in our country have been developing rapidly and the operation organisms have also becoming more and more sound and reasonable. However, there are still many defects needing to be improved, especially in terms of Customer service. This article analyzes the problems nowadays existing in the customer service system of commercial tennis clubs in our country through many ways, such as interview, looking up hterature data, on-the-spot investigation and so on .What＇s more, in order to offer a reference to better the customer service system, this article puts forward many specific measures as follows： firstly ,we should estabhsh the opinion of customer being the centre and service being uppermost while selling being second. Furthermore, we should make the best use of all sorts of resources to improve the level of service and hence create a famous trademark. Thirdly ,we should better the system of high-efficiency customization service operation and upgrade staff service cultivation system and the joiner＇s complaint system.

关 键 词：网球运动 商业网球俱乐部 客户服务体系 

分 类 号：G845[文化科学—体育训练]