Research On The Improvement Of Fiber Laser Division After-sales Service Of Hanslaser Corporation

With the increasingly fierce market competition,customer service plays an increasingly important role in the development of enterprises,and fundamentally affects the competitiveness of enterprises in the industry.If a company wants to pursue long-term benefits,it needs consistent customer support and high customer satisfaction.Satisfaction to a certain extent determines the market share of the enterprise,and there are inextricably linked with the marketing strategy of the enterprise.The two influence and promote each other.Hans Laser Technology Industry Group Co.,Ltd.is one of the world's leading manufacturers of laser processing equipment,the company's market value ranks among the world's top three laser enterprises,domestic laser equipment occupies the first place.The Optical Fiber Marking Division is one of the most important and valuable divisions of the Laser Group Corporation.It has not only the complete products such as the Optical Fiber Laser Marking Machine(including supporting automation),but also the R&D Department of the core components technology of the Group Corporation,such as laser marking software,laser marking control card,laser marking galvanometer and so on.The door.And has begun to develop and produce fiber laser,which is the most important part of laser technology.The company has been able to be listed and so large since its inception,the earliest is to rely on the company's high-quality service to customers to create a family of laser this world brand;with the development of the company,the unified customer service will be divided into various departments,product lines for customer after-sales service,the entire customer relationship will be Operating independently by the department,this has put forward a new test to our department,perfect docking customers,so that customers enjoy quality service.However,at present,there are numerous enterprises producing fiber laser marking machine in China,and the products in the industry are homogeneous and the competition is fierce.The core component of fiber laser is also monopolized by several foreign companies.Under the current internal and external environment,how to provide customers with quality service will become the key to the sustainable development of the business in the next few years.This paper takes the optical fiber marking division ofHansLaser technology industry group as the research object.Firstly,the background of customer service quality is reviewed,and the classical customer service quality theory and previous research results are summarized.Subsequently,the customer service of Hans Laser Group is changed from the unified group to the independent operation of each department,product line and the business of optical fiber labeling.Based on the theory and research methods of customer service quality,the quality concept,service quality concept,service quality dimension and service quality measurement are used.And the basic theory and research results of service quality management mode are reviewed.Through the analysis of the value chain and core competitiveness,the advantages and disadvantages of the development of the division are clearly defined.Based on the analysis of the current service quality of the public service department and the overall development vision and mission of the group company and the public service department,this paper puts forward the new customer service quality improvement strategy of the public service department.