EP Electronics Company Customer Service Process Optimization And Evaluation

With the development of economic globalization, all kinds of enterprises are facing fierce competition in the word. Because of the rapid development of science and technology, the multinational enterprises are not enough to lead position its industry. With the technology and management improvement, we keep to optimize the customer service process, and improve customer satisfaction, both of them are so important. Basing on above information, this paper will research from an example: EP electronic company which is a global company to produce and sell electronic components.First, the paper will analyze business status and customer service process of EP electronic company, Then focus on the process contents, execution and management method of customer service.Secondly, use the gap model service quality to analyze EP electronic company customer service process. Try to design EP electronics company customer service quality questionnaire(enterprise version & customer version). Base on this survey, get analysis result to appraise the old company customer service process if need changed.Thirdly, based on the questionnaire survey and the interview survey, we can find out the main problem in the EP company customer service process. They are like following: company not fully understood customer expectations, service design problems, the implementation problem and commitment problems in whole process.Finally, combined with the practical problems and the existing conditions, resources, & advantages to optimize and design new customer service process for EP electronic company, especially the integration and optimization customer service with complaints settled process. We can provide more methods in order to ensure the effectiveness of customer service process work, to strengthen the human resources management and enterprise culture. After evaluation, all these optimizations are effective for the EP electronic company customer service process.The paper has a certain reference value and practical significance for customer service improvements, expected to provide feasible reference for similar companies, and customer service related problems.