Study On Customer Service System Optimization Of AT Equipment Company

With economic globalization and increasingly fierce competition,service economy has gradually become the main theme,especially in the equipment industry.With the development of AT company,it also faces great difficulties in customer service,especially in customer satisfaction.Through research,we can found that the reasons for customer dissatisfaction mainly include three aspects: first,the reaction of requirement is very slow;Second,some frequently occurring problems cannot be improved;Third,there are no complete training materials.In order to meet the needs of the company’s development,establishing a competitive customer service system is not only solve the company’s worries,but also an important way for the enterprise to maintain its sustainable development.This paper takes AT Equipment Co.,Ltd.as a research object,studying the literature in related fields,taking the construction theory of customer service system as support,investigates the customer satisfaction from multiple ways,finding the deficiencies in the current customer service system,and puts forward targeted optimization.First,the cognition in the existing customer service system is changed from "product centric" to "customer centric".Secondly,through the adjustment of the organizational structure,starting from the business process,it will be gradually and systematically optimized from four aspects: the improvement of equipment enhancing ability,the establishment of knowledge management system and the establishment of after-sales charging mode.The improvement of the customer service system will also be divided into four stages,namely,the preliminary preparation stage,the concept of customer service,the facility construction and the analysis and feedback.In order to implement the result of optimization,it is specially formulated to escort the implementation of the scheme from the perspectives of organization,technologies and human resources.It is hoped that the Optimization Research on the customer service system in this paper will help AT company establish a "customer-centric" service system,provide high-quality services for customers,increase customer satisfaction and loyalty to win customers,win the market,improve the competitiveness continuously and ensure the sustainable development of AT equipment company.