Research On Overseas After-sales Service Of S Company Based On Customer Satisfaction

With the rapid development of the real estate industry,more and more buildings such as high-rise buildings and shopping malls,the elevator industry also ushered in rapid development.Under such circumstances,the elevator industry has gradually shifted from the seller's market to the buyer's market,and the hotspot of competition in the industry has also shifted from the original product technology orientation to the customer service demand direction.How to meet different customer needs has become an important consideration for elevator enterprises in overseas market after-sales service.In theory,customer satisfaction refers to the feeling in the process of owning or enjoying a certain kind of product or service,which belongs to a subjective feeling.The key is the emotional expression of the customer for the product,service or enterprise.This paper will study the management of after-sales service in overseas market from the perspective of customer satisfaction based on the status quo of S company's after-sales service management in overseas market.Firstly,on the basis of analyzing the concepts of after-sales service and customer satisfaction theory,taking S Company as an example,this paper studies the development status of S Company's overseas business from three aspects: sales area,sales products and sales revenue.It also analyses the actual sales data and market situation,and the content and effect of current after-sales service.Research and analysis were carried out.Secondly,combined with the questionnaire survey,this paper analyzed the status quo of S company's overseas after-sales service satisfaction,pointed out the existing problems,including the untimely response of after-sales service,the quality of after-sales service to be improved,the company's after-sales service system is not perfect,and the professional skills of elevator maintenance personnel need to be improved.At the same time,the main reasons for these problems lie in the imperfection of after-sales service reporting process,inadequate after-sales service management,inaccurate customer demand analysis and the need to strengthen the overseas after-sales service team.Finally,according to the analysis of the problems and reasons,this paper puts forward S company's overseas after-sales service strategy based on customer satisfaction,including improving the process of after-sales service response,improving the quality of after-sales service,strengthening the analysis of overseas customer's after-sales service demand and strengthening the construction of overseas after-sales service team.