Research On Optimization Strategy Of Customer Service Quality In A Company

In the worldwide, the Internet banking industry is in a booming phase. Although each company targets the different market segment, but the services and products that provided by each company are similar, how to obtain the potential users, how to keep current customers are the focus of each company, only those with the more users, the company can survive and continue to develop. Internet industry is different from the traditional industry, user groups involved in a broader range of the Internet industry, customers can get comprehensive information as they want, media and public opinion brings more obvious impact to customers, and it’s more difficult to improve the user stickiness. As the Internet financial industry is booming today, so it’s necessary to research how to improve customer service quality. A company is researched in this paper. A company provides online payment platform service, also the first company to support multiple currencies in the worldwide. A company has more than a billion of businesses and users in the worldwide. Businesses and users who use the platform will propose a variety of needs and recommendations, so how to meet the needs of users in a timely manner, how to solve the problem immediately, how to improve customer satisfaction are the foundation of the company’s continued development.This paper works on A company’s technical support department, try to analyze and research A company’s current service process, then using NPS and OSAT service management processes to improve overall customer satisfaction. For how to improve customer service quality, we collected questionnaire data, analyze and figure out the determined dimensions of customer satisfaction, corresponding to propose improvement strategies for each dimension. Overall we can enhance customer service processes, improve customer service personnel professional quality, optimize customer satisfaction survey program.