Research On The Problem Of Customer Service Of Thunder Network Technology Ltd

For enterprises customer service is a big wide system throughout the whole course of business. With the continuous development of Internet technology, geographical boundaries, industry boundaries and market boundaries become blurer and blurer. Also with the accelerating pace of economic globalization, more and more enterprises begin to understand and transform the manufacturing-oriented program management, turned to the "customer-centric" demand-driven value management. It has been inadequate for companies, who want to succeed in the fierce competition in future, rely only on the production and sale of excellent quality products to win customers, service differentiation, differentiated customer experience for enterprises to enhance their competitiveness in the market is more important than the product itself.The existing customer service management research is trying to study a universal, standardized customer service system. which is precisely out of touch with reality. That is to say the existing studies is lack of specific environments for customer service, especially in the Internet industry. Second, the existing literature for customer service,pay little attention to continuity and integrity, there are many in-depth study of some aspect of the customer service, but lack of analysis and research in the entire process of the case.Contents of this paper is the customer service management issues of Thunder Network Technology Co., Ltd., mainly focusing on behind the Internet acceleration how to design a high-quality service, which can make the business development and service development match each other.The paper choose Thunder Networks for the study case, By the general process in accordance with customer service (customer calls, consulting acceptance, complaint handling, quality control, data analysis, departmental interaction) through data analysis, staff interviews, customer research, etc. analyses all aspects of the problems and the corresponding reasons. and by analyses of customer characteristics, business characteristics, industry benchmarking and other ways to explore specific solutions.Finally customer service model applicable to Internet enterprise.Features of study in this paper is to contrast Internet business customers service management with traditional customer service management,whose service system relatively well. That is easy to find deficiencies in customer service management and lack of processes management in Internet business. Meanwhile, the case studies selected Thunder Network Technology Co., Ltd., the company’s leading position in terms of technology, but there is a big room for improvement in the service, therefore it is more conducive to identify problems and form the applicable customer service model.