Study On Customer Service Process Optimization Of W Shopping Malls

In a more competitive market environment, especially in the retail market, the supermarkets become the access to the high strategic position for all manufacturers.The share of retail market is limited, and new competitors are emerging, how can the supermarkets become enormously powerful and competitive? Judging from the merchandise, the homogenization between the supermarkets becomes very serious, Judging from the price, the competition of the supermarket only lead to lose-lose situation. In the long term, it is necessary for supermarkets to improve service processes, to increase working efficiency and establish a customer-focused services, to enhance customer satisfaction, to build customer loyalty if the supermarkets would like to be won in the coming market competition.Firstly, the author makes analysis for the current situation of domestic and overseas supermarket industry, and attempts to learn the useful part. Secondly, according to the actual status of customer service in the W supermarket, the author uses the third-party research company Nielsen survey about customer satisfaction and shopping center organization, and trys to search the opportunities for customer service. Thirdly, the author uses the Six Sigma learned from the daily operation and management, makes analysis for the opportunity of customer service process by define, measure, analyze, improve and control (DMAIC). The author trys to establish customer service team and provide full training to enhance customer service, try to optimize the process of pre-sales, sales, After-sales service, and establish a low-defect, zero-defect customer service process, so that the supermarket can improve customer service levels, improve customer satisfaction, and reduce business costs. Finally, the author makes a brief analysis for those problems which the optimized service process will be faced in the implementation and the effect of part of the process has been implemented. The author trys to explore the entire operation of the system of shopping mall, and try to achieve to enhance customer satisfaction, loyalty, the ultimate purpose is to enhance the profits of shopping malls.