| With the coming of service economy, consumers ask more and more requirements of customer service, and enterprise are paying more attention to the customer service as a kind of important mean of the market competition. This thesis classifies the customer service by analyzing the customer service mechanism, then from the viewpoint of the enterprise, studies how to implement the customer service, and designs the systematic model of the event-driven working mechanism of the customer service by building the corresponding system module. The model in the thesis provides the guidance for the customer service, and distributes the service resources of enterprises rationally in the course of implementing, optimizes the input and output of enterprise's customer service, in order to improve the grade of the customer satisfaction, help the enterprises to make the advantage in service competition.First, the thesis sums up the relative research about customer service and classification of customer service, and points out the deficiency of current research. Then the thesis analyzes the characteristic of customer service according to a actual case, classifies customer service after putting, forward the criteria of it. , Finally the thesis studies the case summarizing respective characteristics of three kinds of customer services, and analyzes the advantage of the classification.Based on the classification of the customer service, the research approach to draw the suitable systematic simulation method for three kinds of customer services with the systematic simulation method analyzes the procedure of the urging type working mechanism of three kinds of customer service incidents, sets up the mathematics model, and calculated two main indexes. Finally, according to the difference between true system and simulation system, the thesis analyzes several main indexes that should be considered when optimizing the sequence of service, and carries on systematic design and development on this basis. |
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