Study On Customer Service Satisfaction Improvement Of D&E Shanghai Customer Service Center

As a platform for daily contact,communication and service with customers,the customer service center can help companies retain and develop customers,master market resources and enhance their competitive position in the market.Therefore,the functional department of the customer service center is increasingly valued by various enterprises.How to improve customer satisfaction of the customer service center is an important issue that every company with a customer service center must pay attention to at all times.This paper has conducted comprehensive research on customer service satisfaction of D&E Shanghai Customer Service Center.This paper introduces the theory of customer satisfaction and theory of service quality,analyzes D&E Shanghai Customer Service Center and its industry,social background.At the same time,it presents the down trend of customer satisfaction of D&E Shanghai Customer Service Center in the rapid development.Then,based on the customer satisfaction theory and the SERVQUAL model,conducts a questionnaire design and research on the customer service satisfaction of D&E Shanghai Customer Service Center,and based on the research results,the main existing processes in D&E Shanghai Customer Service Center customer service are obtained.,performance evaluation,training and promotion,and technical aspects.Finally,for the analysis of the four problems,through the design of simplified processes,design optimization indicators and their weights,design training and promotion optimization programs,and the introduction of intelligence to improve technical issues,proposed D&E Shanghai Customer Service Center customer satisfaction Improve the optimization plan.This article can be practiced to help improve the customer satisfaction of D&E's Shanghai Customer Service Center,and provide reference and reference for other similar related enhancements to corporate customer satisfaction.