Study On Customer Service System Optimization Of Broad Air-Conditioning

With the accelerating development of economic globalization, the "service economy" has become the main trend of global economic development. In order to adapt to the market and customer needs, perfect customer service system construction which laid the foundation of the company needs to be set up, to some extent, it is also an important means to enhance the core competitiveness.This paper takes Broad Air Conditioning Corporation as research object. Based on literature review of the customer service theory, and the feedback from customer satisfaction research, the research finds out the shortcomings of the original customer service system and puts forward the corresponding optimization scheme. According to the demerits of user's center, the research suggests that the service strategy of Broad Air Conditioning Corporation should change from the "product orientation" to "customer orientation ". Then, the service system optimization should take three aspects- service concept, service process, customer service support platform- into account. The research suggests that the process of implementation of customer service system should be in four stages, which are the stages of preparation, the idea import, construction of facilities and analyzing the feedbacks. Besides, the aspects of organization, technology and human resources help to implement the plan.By establishing the customer service system of Broad Air Conditioning Corporation, this paper hopes that the suggestion will be conducive to the establishment of "customer-centric" customer service system, service with better quality and the improvement of customer satisfaction and loyalty; thus enhancing enterprise competitiveness and ensuring sustainable development of Broad Air Conditioning Corporation.