Study On Customer Service Management And Customer Satisfaction Of E Company

From 1990s, with the increasing competitions in industrial markets, it is verydifficult to keep the advantage of product character and technology. More and moresuppliers make providing perfect service to customer as their key competitive factor.Even many industrial manufacturers start to fade out their product feature and turn toemphasis their ability to provide the whole problem solving project and other valueadded services.This thesis, firstly, through the study of research on customer servicemanagement and customer satisfaction, states the related theory of customer service,model of industrial customer's segmentation, and customer satisfaction. Then, itintroduces the industrial background of E company and analyzes key element incustomer service and service flow of E company according to related theory. It alsopresents the model of industrial customer's segmentation with highlight on twodimensions: problem solving (response) and product delivering (logistics), analyzingdifferent element management for these two kinds of customers. According to servicequality 5 gap model, it analyzes the reason of each gap and proposes improvementcountermeasure for E company. Finally, it analyzes customer satisfaction survey in2006-2007 of E company and brings forward suggestion for their customersatisfaction strategy in 2008.Through combine theory and practice of customer service, the thesis analyzescustomer service status and customer satisfaction of E company, aiming at improvingthe service level of E company and in order to increase the customer satisfaction.