Customer Service Quality Problems And Improvement Of HG Company

In recent years,with the continuous development of economic globalization and the growing demand for service,service has gradually expanded from the patent service industry to the traditional industry field..For the iron and steel manufacturing,with the market competition intensifies and the homogenization of products greatly enriched,the original in order to traditional sales mode has been more and more can not adapt to the enterprise development,by the manufacturers shift to service providers has become the path for the development of iron and steel enterprises.Based on this,how to scientifically analyze the problems existed in customer service,help enterprise improve service quality,improve customer satisfaction,has become the problem that iron and steel enterprise need to solve.Under such a background,this paper with HG Company as the research object,from the perspective of customer service management of,in the careful study of customer service related theory based on,in order to improve the quality of customer service as the core,through the literature analysis method,questionnaire survey method and case investigation analysis method for HG Company customer service management were studied.First of all,through the internal investigation analysis of HG company's customer service business process status,and the existing problems in business process analysis;secondly,through the design,customer service quality questionnaire for recycling and sorting,statistical analysis of HG company's customer service quality feedback,then finds out the main problems;based on the above research results,combined with the actual situation of HG company,puts forward the strategies of improving the quality of customer service;finally,the focus on customer centered service concept,the service management process optimization,identify customers,establish a good customer relationship,customer satisfaction and scientific measurement services to accelerate informatization construction is put forward customer service quality improvement program,to further enhance the quality of service of HG company.Through the analysis and improvement of customer service quality,we can make the development of the enterprise closer to the actual needs of customers,maintain a good competitive advantage.Through the customer service and customer relationship management,can effectively promote the communication and understanding between enterprise and customer,maintain long-term sustainable customer relationship,realize service value enhancement.The research of this paper provides a good reference for the customer service quality improvement of HG company as well as the same kind of enterprise,and further enrich the research content of customer service management.