The Case Study Of Customer Service Management In Technical Support Center Of A Company

Derived from the development of information technology,more and more after-sales technical support center customer service department have been set up.In many Chinese cities which IT development is in a higher level,you can find numerous Chinese and foreign well-known IT companies customer service center in the science and technology park,they promote the integration of the global IT industry and the company's performance rewards,at the same time also highlights some management problems such as customer service management in a low level.For example,the lack of motivation for employees development,increasing customer complaints,decreasing customer satisfaction and loyalty,slow improvement of company sales performance which have already blocked development,etc.These problems have seriously affected customer satisfaction and loyalty,and become the main constraints of customer service center development and value creation,which need to be solved urgently.Based on the concrete enterprise which the author worked as the research object,starting from the actual case,focus on contradictions,conflicts and difficulties in enterprise customer service management.Oriented the ture problems,fully carried out research,interviews,material collection and searched and studied theoretical supports.Relying on customer relationship management,customer service,customer satisfaction and customer loyalty management theory,we summarized the crux of the problem,analyzing the cause of problems,planning to strategic development direction,laying solid foundation customer service management,optimizing customer service management measures,improving the training system and the incentive mechanism aspects.Comprehensive analysis and consideration of various factors that affect the decision making and execution in management practice,and discussion of operational solutions to problems.In order to solve the problem,to help the object of study in scientific and effective management level,to improve our service to enhance customer stickiness.At the same time,it is expected that the research conclusions of this paper can provide reference for other companies,especially information technology companies,in customer service management.