Research On The Optimization Of Domestic After - Sales Service

Any successful large-scale enterprises will experience from small to large, and the processes of gradually expansion and external expansion. Indeed, the healthy development of enterprise is not only the mutual influences and interaction of various factors of the value chains, but also the mutual influences of the enterprise strategy and cultural. However, with the development of information technology and fierce competition, especially in mature application of Internet technology, the after-sales service quality of the heat treatment industry has become one of the principle scales if the customer will purchase the machines or not. And for the offices or institutions which established in foreign countries with the limited manpower and resources, to do the after-sales service and technical support better, is the top priority to make the enterprises could continue to sell products, and the business grow up and even build manufacturer.In this paper, take the Chinese office of company A as example, to explain the after-sales services theory from five aspects; that means, from the concept of after-sales service, customer satisfaction, customer loyalty, customer maintenance and development, and customer relationship management; and then introduce the company’s overall profile, key products and applications, major customers and its characteristics, and also introduce and analyze the after-sales services features of the domestic heat treatment industry. On the basis of "customer-centric" and the customer satisfaction surveys, we analyze the problems and deficiency which existed in the Chinese office of company A, and put the theoretical knowledge into practical work. And we hope to establish the continued development and improved after-sales service management system which keeping pace with the times and suitable for the development of company A Chinese office. And we also hope it could be as the suitable ideas and strategies for the management of company A, and as reference for the other similar offices/companys in China and abroad.