A Study On Working Mechanism And Support Systems Of Customer Service

Competition in low level such as price and advertising makes many manufacturing enterprises in China difficult to exist. In the background of China's being a member of WTO and brought E_C into effect, these management enterprises face more fury competitions. Customer Relationship Management (CRM) becomes sticking point for these enterprises to cast off comer and improve core competition. With the development of economy, service plays an important role in the society. More and more enterprises focus attention on the customer service. In the background of a manufacture enterprise, we set up the working mechanism based on the gap model of service quality. In virtue of the information technology, we design a support system of customer service to help the enterprise to make use of service resources efficiently, reengineer the service process, raise the service quality and obtain the advantage in the market. First we sum up the relative research and development about customer service, the classification of customer service and the service support technique. Then we propose the gap model of service quality for the manufacturing enterprises and discuss the means of reducing the quality gaps from the aspects of customer classification, service request, working mechanism and the service resources. Starting with the analysis of the service process, we establish the model of event scheduling, activity scanning and process orientation working mechanism. The support systems of customer service is designed in this thesis, including the customer service support subsystem, the working mechanism management subsystem and the service resources management subsystem basing on the model of working mechanism. The function modules, date models, processes, arithmetic and rules are explained in details in this thesis.