The Research Of Customer Service Process Optimization Of Liming Heavy Industry

In this paper, we select Henan LM heavy Nowadays, because the market competition is becoming more and more fierce, more and more cutthroat, too much domestic enterprise pay more attention to strategic development, cost control, technology and talent, but neglect customer service which is the long-term survival lifeline of enterprise. In fact, customers are the true boss of the enterprise. If an enterprise loses their customers, that means, they lose the base of survival. So, it is a very important strategy that to provide customers with perfect service. The enterprise has to pay more attention to customer service, and promote the service quality. But, the customer service of most domestic enterprise is in a low and simple level, the staff and teammates without a responsible customer service ideas and professional training; the service skill without a measurable standard. Especially, the management never investigates the customers’satisfaction. Therefore, for the domestic enterprise, it is time to provide the customers with perfect service, and build up the honest customer group.industry science and technology Co., Ltd.as the research object, through the analysis of LM heavy industry science and technology Co., Ltd. Customer Service Department structure and service system, we found out the disadvantages of the existing customer service system, and built up some improvement strategies for the customer service as below:(1) Reorganized the after sale service department, rearrange the post and staff;(2) Draws on the Business Process Reengineering, optimized and improved the customer service processes;(3) In order to make sure the new process works smooth, developed a series of support measures:strengthen staff training and enterprise culture promotion, strengthen performance appraisal. Through this series of optimization and improvement, optimize the resource configuration of the enterprise, enhance the utilization rate of resources, improve customer service efficiency and quality, enhance customers’satisfaction, the result is very good.At the end, we pointed out some problems which should be paid more attention to in the reform. The customer service department should be independent and professional; The business process is very important in practical work, business process reengineering and rebuilding should be treated seriously, reconstruction of choice is particularly important; In the process of reorganization, the support measures must be supplemented to make the process go smoothly; The optimization of procedure should be continuous.Also we pointed out the disadvantages in the system optimization and improvement of the process deficiencies, hope in the later work of continuous improvement.