Study On The Improvement Of Customer Satisfaction Of L Corporation

As we all know,customers are the basis for the survival of enterprises.High-quality customer service,can serve as the effective support and complement of the product quality,to increase the competitive advantage as well.The relationship between service quality and customer satisfaction is positive,that is,when the gap between customer's actual perception and customer's expectation of the service quality is smaller,the customer satisfaction is higher.In recent years,the productivity of manufacturing industry has risen but it can not be the core competitiveness any longer,most enterprises begin to explore new directions of development.Entrepreneurs' concerns have shifted from productivity to customer service,and achieved good results.Therefore,in the alternative of rampant and generally higher productivity nowadays,the quality of customer service can not be ignored,to improve customer satisfaction is the only way to improve the competitiveness of enterprises.This article is based on the research of L corporation,especially for the representation and diagnostics of CS(customer service)department work flow,looking for a reasonable index of the evaluation process,then to improve the process for CS department in L corporation.This paper firstly introduces the background of the L corporation,and the current status of the CS work in which a lot of work flow problems appears and its influence in customer satisfaction,sums up the necessity of process optimization and process evaluation;then,the five processes of CS work are represented by means of process recovery,and the structure,loops,nodes and support problems in the process are diagnosed.Subsequently,the optimization scheme is proposed and the corresponding evaluation and support scheme are put forward.For long-term improvement of customer satisfaction,we need concern customer's feedback.