对于任何一个企业,特别是服务性企业来说,顾客的高满意度是企业获取竞争优势的关键因素,而一线员工在对客服务中的移情心理又为获取顾客高满意度起到了关键作用。虽然大部分企业已经向顾客标榜“我们关心您”的口号,但仍旧有不少企业行动上却只关心如何从消费者手中获取更多的利益。事实上,企业要想真正赢得顾客的忠诚,则必须在服务过程中学会如何有效地倾听顾客,做到真正从顾客的利益出发。 For any enterprise, especially for service enterprises, the high satisfaction of customers is the key factor for enterprises to gain competitive advantage. The empathic mentality of frontline employees in customer service plays a key role in obtaining high customer satisfaction . While most businesses have advertised to customers the slogan, “We care about you,” there are still many businesses that care only about how to get more from consumers. In fact, in order to truly win customers’ loyalty, enterprises must learn how to effectively listen to their customers in the service process so that they can really start from the customer’s interests.