| After sales service is a key element for the successful marketing of many products.Capital goods(eg.manufacturing equipment)require such after-sales services through maintenance and repairs so that customers can get the full value from them.Some manufacturers have begun to provide customers with integrated products and services,which are called product service systems.After sales service is an activity that occurs after the purchase of a product and is dedicated to assisting customers in using products and also providing maintenance services in case of product failure.After-sales service can build sustainable relationships with customers and greatly increase customer satisfaction.Today,as one of the basic goals of the company customer satisfaction is considered extremely important.This article takes the case of XC company as the research target,analyzes the current situation and problems of its after-sales service process,and analyzes the causes of defects in the company’s existing after-sales service management.The author puts forward a customer-oriented after-sales service process model,and improves the after-sales service process by improving the IT management technical force and perfecting the information management system &the overall structure of the information system and the system carrying capacity & staff quality optimization.The research on the implementation and safeguard measures of XC’s after-sales service process is to help the company develop appropriate policies to improve the performance of the after-sales service process. |
