Research On The Problems Existing In The Customer Service Satisfaction Of Zhaopin And Its Improvement

In recent years,with the development of Internet technology and China’s economy,the competition for technology has become more and more intense.In the final analysis,this is a competition for talents.The long-term development of the company mainly depends on human resources.Recruitment is a very important part of human resource management,and it is very crucial to the company’s employment plan.However,due to the wide coverage,timeliness,relatively low cost and strong pertinence of online recruitment,it has become the main recruitment method for many companies.With the increase in the form and number of recruitment platforms,customer service satisfaction is becoming more and more important.Zhaopin LTD was founded in 1997,mainly for employers and job seekers to build a bridge of communication,the service people can be divided into two kinds: one kind is corporate employers,provide enterprises with services have Online recruitment services,high-end recruitment services,talent assessment services,and intelligent education services,at the service outsourcing services,these services need to pay,in short,employers zhaopin is main source of income.The other type is job seekers,generally through free way to choose the right enterprise,send a resume,interview and so on.However,as the market competition becomes more and more fierce,the importance of customer service satisfaction becomes more and more prominent,such as improving operating profit,enhancing market competitiveness,and enhancing customer loyalty.This paper selects Zhaopin as the research object and starts from the perspective of service satisfaction of online recruitment service of small and medium-sized enterprises.Firstly,it analyzes the background and significance of this research,the current situation of customer satisfaction at home and abroad,and introduces the operation status of Zhaopin.Secondly,combined with the customer satisfaction index model and SERVQUAL model,this paper constructs the customer service satisfaction index system of Zhaopin,and then AHP is used to determine the weight of each index.Thirdly,through the questionnaire survey and interview analysis,we find the existing problems of Zhaopin recruitment,such as the lack of accurate matching between staff and post,the service level of customer service personnel needs to be improved,the development of diversified service products needs to be strengthened,and the complaint feedback mechanism is imperfect.Finally,combined with the current situation and existing problems of Zhaopin,we propose the promotion measures of technology empowerment,customer service personnel activation,differentiated service development,complaint feedback mechanism perfection,and In order to ensure that the promotion measures can achieve the expected results,safeguard measures have been proposed from four aspects.technology,personnel,culture and system.This paper explores the problems and solutions to Zhaopin’s customer service satisfaction,in order to facilitate the further development of Zhaopin,and also hope to provide guidance for other online recruitment platforms in customer service.