Research On Promoting The Customer Satisfaction Of Automobile After-sales Service In AM Company

In recent years,with the rapid development of domestic automobile market,the business of automobile after-sales service in 4s shop gradually increased while the automobile dealers pay more attention to it.At the same time,with the strengthening of consumer awareness,customers have higher requirements and standards of service.Even in the Hebei regional market,consumers' service consciousness is more and more intense,and they puts forward higher requirements for the quality of automobile service.Therefore,how to rapidly improve customer satisfaction become an important issue for the automobile dealers to develop business and management.AM company also takes after-sales service as the focus of business,and also urgently needs rapid promotion of customer satisfaction.Based on the service quality management theory and customer satisfaction management theory,we make comprehensive diagnosis and evaluation of the status of after-sales service business and customer satisfaction problem and try to find the deep business and management problems by analysis of the reason.We believe that the customer satisfaction of AM company after sales service business is not optimistic.And the reasons mainly lie in the internal resources,process,operation management and other aspects.Based on the customer satisfaction and quality management theory,this paper puts forward the strategy of customer satisfaction promotion.And based on core service process,we puts forward customer reservation and reception,preliminary diagnosis and evaluation,maintenance plan and customer wait,test stage,establishing customer trust,strengthening customer value experience,strengthening other supporting services.Finally,according to the reality of AM company,the implementation strategy and safeguard measures of after-sale business and management improvement scheme are put forward.The study believes that the human,budget and corporate culture and other aspects of action will help the implementation of customer service improvement measures.Expecting the results of this paper can effectively contribute to the customer satisfaction of AM company,improve the overall operation performance of after-sales service business,and promote the strategic development of am company after service business.