There Is No Factory Integrated Circuit Enterprise Customer Service Quality Improvement Of Exploration

Fabless mode assists F company in low investment conditions, implementation of integrated circuits for the design, production, sales and service. In the situation of fewer service persons, how can F company meet customer service needs and enhance customer service quality has become a tough problem. Mastering much professional knowledge is necessary for Integrated circuit applications. Customers often encountered in the hardware circuit design, software design, system matching and other aspects of the problem in the application process. Assist customers to solve these problems is the main content of customer service work. The aim of customer service is to help customers’better application of chip products, which forms a close working relationship between F company and client company.With the customer service of F company, using service quality gap analysis method, four quality gaps were found in the end. Meanwhile I put forward the corresponding improvement methods:(1) The managers lack of understanding of customer’s requirements.Various customers have distinguished expectations in customer service, which is influenced by the application of the types of products, the field they engaged in. F managers must have deeper understanding of customer expectation so that they can develop effective customer service specification.(2) Customer service can be more efficient.Due to the lack of effective organization and management, some customer service work which needs some departments involved is performing terribly. They communicate with each other by E-mail or telephone only.In many departments involved in customer service, project management method is introduced, which can break service work, clear every participant’s responsibilities and help to improve the efficiency of the service.(3) The content of marketing should be corresponding with the actual service capacity, in which the unfulfilled promise should be avoided. The effective promise fulfillment in customer service should be paid attention to, so that customer service trust can be enhanced.(4)Comprehensive collection of information on customer satisfactionGrasp customer needs is a good service foundation to distinguish the different conditions of customer needs. Through the survey of the customer satisfaction in the application of SERVQUAL method, fully understanding of customers’specific evaluation of services.