Research On Customer Service Management Of SANY Company

With Chinese economic developed rapidly and economic restructured, Chinese equipment manufacturing developed rapidly. The proportion increased year by year at home and abroad. The producers at home and abroad increased with contesting client resources in the Chinese market. Because foreign companies competed, the prodit level of equipment manufacturing industry will decrease. The clients asked higher requirement to the customer service with they buy the products. The producers of equipment manufacturing try to improve customer service, because customers increase the hope of buying the products. They are a direct relationship between the customers satisfied and the company got ability. The quality service could increase customer confidence with products. Its effective means to attract customers consume again even in the life.It is an important objective for Chinese enterprises to maintain market share. As customer-oriented service concept of gradual, it is the purpose to build continued , stabilize, profitable relationship with customers. Recently ,SANY companies has been aware of established customer-oriented in the increasingly fierce competition, it aims its core competence on promoting customer satisfaction management, establishing maintaining by loyal customers. It has built the culture of customer service, made bold attempts in some areas of the business sector and related products .In practice, selling is not an over but a part, the start of the perfect service. Today there is no productions which can make you go further than your rivals, but the quality of service can be unique, to provide customer satisfaction services throughout the sales process has been the final key for equipment manufacturing companies, which can win customers and markets.This article described the current situation of the customer service system. On the basis of anglicizing SANY based information for the problems of customer service, from the perspective how to re-establish customer service. To building an target on enhancing the quality of customer service management. Improving customer satisfaction, Combining with SANY situation, putting forward the necessity to improve customer service system and building the service management system that is suit for the company distinguishing, viable and efficient work team. It's include: Building and executing the forward working of development and implementation of the preparatory work to implement the basic principles in SANY, executing the basic principles of customer service and developing customer service improvement programs, achieve increasing of customer loyalty and enhance corporate competitiveness, and bring real benefits for the company, to make our products more competitive.This article produced a specific operational countermeasures customer service department enhancing customer service capabilities and establish a service brand for SANY. The paper summarizes based on the systematic analysis and evaluation of SANY companies customer service, the theoretical studies and other methods proved targeted and operative strategy of customer service and measurse to build an effective mechanism and security.Chinese equipment manufacturing industry practice has shown that the domestic companies don't pay attention to customer service management. The management and research to the customer service, they were spent on many years on foreign equipment manufacturing industry and had accumulated a lot of valuable experience. In order to improve the market competitiveness of Chinese-funded companies , following the pace of international and development of the times. This article follows the practice-oriented, The article analyzed SANY customers lost in 2009 and customers service levels fall through case researching. Finding the SANY most problems of improving customer service level and satisfaction. Putting the strategy to improve quality for customer service, the process and ensure. I hoped this article can improve the service Participate and learn for customer service issues of SANY. Improving customer service concept of the domestic equipment manufacturing industry.