Study On Customer Service System Construction Of Fujian Y Water Supply Enterprise

The water supply industry plays an import role that could not be substituted in economic development and social stability of our country as a fundamental industry in national economy. With the gradual opening of city water supply market after our joining the WTO, the advantage of the water supply industry monopoly will gradually lose. The water supply industry will introduce the competitive system more deeply and more widely to make the water supply market more competitive, which will cause more and more non-public capitals even the foreign capital to participate in construction of the city water supply facilities and enterprise's management.Like any other company in market society, the water supply company cannot survive and cannot continuously develop without good customer relationship and good customer service. So it is more realistic and concrete at present for water supply enterprise, which is during the period of transforming management mechanism and reforming property right system, to focus on customer, make good customer service and improve the customer satisfaction. Making good customer service will no be helpful to enterprise's survival, and the development of whole water supply industry, but also take a significant effect on social stability and government's management. This is the significance of this research to customer service of water supply enterprise.In this article, we take the Fujian Y Water Supply Enterprise as an example to conducts the research to customer service system construction of the water supply industry by using the theory of customer relationship management theory. This article contains five chapters. Chapter one is introduction which talks about the source and the development of theory of customer service, and the significance of customer relationship management theory to customer service. Chapter two introduces the situation of Fujian Y water supply enterprise, analyzed the customer of Fujian Y water supply enterprise and current situation of customer service. Chapter three is about the customer service system construction of Fujian Y water supply enterprise which include some aspects as following: customer service organization, customer service culture, customer service system platform and so on. Chapter four is about the implementation and the appraisal of customer service system of Fujian Y water supply enterprise. It figure out the step in detail to build the customer service system according to the actual situation of Fujian Y water supply enterprise and make an objective appraisal to the customer service system. Chapter five is conclusion which summarizes the research of the customer service.