Research On Remuneration System Of M Company Based On Customer Service Theory

The rapid development of economic globalization and internet economy leadsto increasingly fierce market competition. The competition between the enterprisesis in the transition from product, service competition to the competition ofinformation and the customer. State-owned enterprises, foreign-funded enterprises,private enterprises have showed special prowess in product quality, after-salesservice speed and timeliness, pre-sale service attitude and reaction etc. in order toretain old customers and get more new customers. To achieve this goal, it’s notenough to just make a strategic plan, issue a document. The subordinate also need toactively carry out the orders. Obviously, if we have enough customer serviceconsciousness, we will actively and subconsciously implement our tasks. Therefore,it has become the key point to improve customer service consciousness. Customerservice consciousness is not easy to quantify. How it can be incorporated into theperformance evaluation, and reflected through the salary system becomes urgentproblem for the enterprises to solve.The main content of the thesis reflecting the consciousness of customer servicesystem includes: the background and significance; relevant theoretical basis ofcustomer service and remuneration system; the analysis of characteristics of theremuneration system reflecting customer service awareness; the evaluation for theoriginal remuneration system of our company; the idea and steps for designing theremuneration system; the design principles of the remuneration system that reflectscustomer service consciousness, and so on.After my study on relevant theories of customer service and remunerationsystem, and the analysis of M company’s present buck-passing problem betweendepartments, I design this set of remuneration system that combined internalcustomer service consciousness and traditional external customer service awarenessorganically. The systems reflecting both internal and external customer serviceconsciousness are designed based on the performance that orders are completed. Theformer is designed for expressing the idea that internal customer service can reflectexternal customer service indirectly. The later is designed for directly reflecting thesituation that orders from the actual customers are completed. The compensationsystem makes a perfect fusion of the staff’s personal interests and enterprises’strategic requirements.