A Research On Customer Service Optimization Of Xiamen Water

As the government gradually liberalizes the urban water supply market,the water supply industry,as a traditional natural monopoly enterprise,has lost its advantages.Improving customer service management level has become one of the key competitions.Therefore,in the process of transformation of water business management system,more attention should be paid to customers,the whole process of customer experience,from "product-centered" to "customer-centered" business philosophy,to understand the relevant needs of customers for water supply services,improve customer satisfaction.Firstly,this paper investigates the current situation of customer service at home and abroad,and analyses the necessity of optimizing customer service.Secondly,taking Xiamen Water Group as the research object,it collects the work orders of Xiamen water users from 2004 to 2018,and summarizes the problems existing in the current situation of Xiamen water customer service.Combining with the actual situation of Xiamen water service,this paper puts forward the optimization scheme of Xiamen water customer service from the service system level,business process level,system platform level and other technical support level.This paper focuses on the technical platform to optimize and improve the program,using intelligent means to produce better service mode and profitability.Xiamen Water Group should tap the demand of water customer service and the urgent pain points of customers in the process of product service,provide users with one-stop and one-stop value-added services,use scientific management means,effective business processes and intelligent technical means to enhance users' sense of acquisition and service level in the process of product experience,and also make enterprises provide convenience to users.In the process of service,increase the economic benefits of enterprises.