Researching On Service Management System Construction Based On Improving Customer Satisfaction

In current market economy environment, the competition between IT companies is very intense, for survival and development, the enhancement of the competitiveness of enterprises is necessary, and how to improve the competitiveness of enterprises? Improve service quality and enhance customer satisfaction is the goal of many companies, many business leaders believe that competitiveness is not about how many products sell to customers, it is about how much and how high customer satisfaction you set. Especially in IT technical services department, how to comprehensively improve customer satisfaction, and enhance the competitiveness of enterprises, is a serious problem that IT company have to face.In this article, through external customer survey questions, telephone interviews to better understand customer real needs, combined with the investigation and discussion of internal staff, based on customer satisfaction and related management system theoretical, in order to improve customer satisfaction as the goal, in-depth research from competitive products, people, systems and so on. Found that the company has a competitive areas in product quality and technical level engineers, the main emphasis on product quality focus and talent development. However, through the analyzing the quality of service of S corporation, it is pointing out that the reasons for low customer satisfaction is that technical support engineer in dealing with customer technical problems, technical support engineer did not fully meet customer expectations. Based on the survey and customer feedback, there were important findings, on the one hand, because engineers are not strictly execution of the service management process and procedure, resulting in service goals are not reached, thus affecting the customer experience, one the other hand, some problems were because of inadequate service management system, the expected service goal did not reach. Based on the research of surveys from external customers, internal sales and technical support engineers, the key aspects identified are focus on improvement the current service system as new standards, and implementation and monitoring of the system according to quality assurance of PDCA methodology plan, do, check, action。...