A Case Study Of Customer Satisfaction With H Company’s CSC Of Dalian Branch

Under the background of rapid development of global services, each enterprise gradually realized the importance of customer service and many enterprises have started to set up customer service centers, in order to provide customers quality services and improve customer satisfaction. After more than ten years of development, Dalian customer service center, as one of the five big customer service centers of H company around the world, has become the whole H company’s "customer-centric" concept of inheritance. Recently, however, the customer satisfaction of Dalian customer service center has fell, how to solve the phenomenon become one problem urgently need to be solved in Dalian customer service center. This article will study customer satisfaction with H company’s CSC of Dalian branch.First, this article illustrates the overview of Dalian customer service center and analysis its industry and social background, and then puts forward the problems existing in the customer service center. Then, based on the data of customer satisfaction provided by H company Dalian customer service center combined with relevant theories, analysis the reasons in terms of technology, processes, and employees. On the basis of the foregoing analysis, this paper gives advices on how to improve customer satisfaction for Dalian customer satisfaction.This article takes H company’s customer service center of Dalian branch as an example, systemic analysis problems and shortcomings existing in H company’s customer service center of Dalian branch. Then, this article gives advices on improving customer satisfaction. This gives Dalian customer service center guidance, and even to other company’s service center or the entire service industry to draw lessons from it.