Research On Service Management Improvement Of Customer Service Department Of Z Communication Company

With the accelerated pace of world economic integration,the development of the international market economy has become increasingly active,China's enterprises In the domestic and international market competition has become increasingly fierce.The development of science and technology makes the communication between manufacturing enterprises homogenization of products more and more serious,the competition also makes product,the price advantage is more and more obvious.In the process of competition,enterprises found,simply improving the premise of sales,due to the cost of production and the operating costs will continue to increase,enterprise business sales although increased,but into the enterprise cost higher,this causes the enterprise actual profit has not increased,but declined.Enterprise competition has changed from the past to product competition as the center to customer competition as the center,the enterprise was forced from the past"products" to "customer" oriented,into the customer centric management.It is the key problem to better the server customers and improve service management level and server quality for the enterprise development.In this paper,the customer service department of Z communications company service management as the research object,to explore the customer service department of Z communication company current situation and problems in customer service management,and put forward the targeted improvement measures.Firstly,the research background and significance of this topic,through access to a large number of references summary at home and abroad on the aspects of customer service management status and development trend,to provide ideas and methods for the study of this subject;then discusses the related theory of customer service management,starting from the service connotation,characteristics,summarizes the content and nature of service management;overview of service quality is defined.Analysis system of service quality factors,defines the standard of service management.First to Z communication company development and customer service department work are introduced.Secondly,analyze the present situation of the customer service management;through the design of the questionnaire to investigate the customer service department of Z communication company customer service quality,through the survey data,a deep analysis of the main problems existed in the management of customer service,and analyze causes of the problems.Finally,put forward some improvement measures.The customer service department of Z communication company service management is mainly behind the concept of service,service process is not perfect;the service facilities are not in place and information collaboration and other issues.In view of the above problems,combining the theory of customer service management,the paper put forward the several improvement measures:one is to establish the customer value oriented service concept;the second is to service personnel norms of behavior,the establishment of mechanism of supervision and appraisal;the third is to improve the service process;the fourth is update customer service software to ensure consistency of service information,and enhance cooperation and sharing.