The Study Of The Service Recovery’s Value Based On Customer’s Needs In Desulfurization Sector

Most scholars increase sales and improve corporate value through enhancing customer satisfaction on the basis of daily consumables. However, to the products such as power plant desulfurization facilities with long delivery cycle, high product value and only one purchase in customer lifelong, we can not increase customer satisfaction by replacing, refunding and exchanging products, and also can not improve it with additional commitments. In addition, the customer will adjust their needs with the constant improvement of the product.It is patently obvious that the traditional way is not applicable to the above situation. The thesis takes the desulfurization customer service practice for example to discuss the service recovery strategy for the desulfurization facilities-like products based on the review of several kinds of customer service documents. During the delivery cycle, different levels of customers have different needs. Therefore the recovery strategy should be pertinent. The customer needs will present multi-variable coupling character due to the varied recovery skill. No matter service recovery how to change, its essence is to pursue the corporate value. The change of satisfaction can not represent the effect of service recovery. Under the extreme case, the service maybe failed owing to the unreasonable recovery measures. Failed service is a kind of behavior without any value. We should take steps to adjust the service recovery measures in order to decrease such behavior.With the benefit of practice examples and the analysis of customer needs, the process that providing customer service for the desulfurization facilities-like products is a game process between two parties:customer needs is to pursue the factors that can promote its own value; the customer service recovery is to reduce customer needs, and this is also a kind of behavior of pursuing corporate value. Well-defined service recovery strategy should satisfy the customer needs, at the same time, it can also get the maximum corporate value. The customer service recovery is reflected in:1) cash benefit during a given period,2) the future income from strengthening relationship,3) the value from the other customers introduced by the current customers introduced by the current client. This conclusion can be used for reference to similar customer service.