| The7P service marketing combination is the most influential and widely marketingcombination in service industry marketing.On the basis of4P,7P service marketingcombination added3P. They are participant, physical evidence and process management.Customer complaint handling is an important part of the process management. And complainthandling is the key of the7p service marketing physical evidence strategy measures.With the rapid development of service industry, customer complaints become the industryand even the entire social service quality supervision problems and difficulties. But researchshows that: if the customers receive the satisfactory answer quickly of complaint handling,their loyalty will be higher than the average customer. So how to improve complaint handlingefficiency decided to enterprise can keep how many customers.If the enterprise there is no standardization of complaint handling mechanism, will lead tocomplaints handling work inefficient. Customer complaint handling whether can bestandardized management has become the key to improve customer satisfaction and loyalty.In this paper, using the related knowledge of management, combined with the authorpractical experience in the enterprise, research how to use standardization managementknowledge, establish common complaints processing standardization system in serviceindustry large enterprises.Based on company A as the research object, this paper combined with real cases of thecompany A complaint handling, starting from present situation, discusses how to establishcomplaints processing standardization system, mainly discusses complain processingstandardization management concept, composition, design, evaluation, etc. Establish a unified,standard work order processing operation mode and complain preprocessing module in orderto make company A can improve processing efficiency, strive for more customers. Believethis research not only has good reference to the A company, the services industry of largecompanies. |
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