Research On Optimization Of Customer Service Employee Incentive System Of MF Company

From a global perspective,the customer service center has a history of nearly a hundred years of development.The modern customer service center in China’s mainland developed from the call center in the1990 s and has now developed into a collection telephone,social media covering the entire product life cycle.,audio and video as one of the intelligent all-media customer service platform.Affected by the nature of the position,customer service has irregular working hours,irregular work and rest,limited development space,and problems such as low employee happiness and work enthusiasm,and high turnover rate.MF Customer Service Center is faced with the common problems of the above-mentioned customer service industry,and optimizing the incentive system has become a realistic need to solve the current problems.Starting from the actual situation of the civil aviation industry and the customer service center,this paper takes the current incentive system of the MF customer service center as the research object.Under the guidance of the hierarchy of needs theory and the fair difference threshold theory,through questionnaires and employee interviews,it is found that the current incentive system The problems existing in the system,and the causes of the problems are deeply analyzed,and the optimization plan is systematically designed from the strategic positioning of the top-level design and specific key areas such as salary,performance,and career development,and the implementation of the optimization measures covers strategies and systems.,organization,culture,funding five aspects of safeguard measures.Through the detailed comparison and effect estimation before and after the optimization of the incentive system,as well as the follow-up visits to employees after the release of the incentive optimization measures,the incentive optimization has achieved preliminary expected results.The research of this paper is based on the actual problems in the operation of the customer service center in the civil aviation industry,and it has positive reference significance for the industry to formulate an incentive system and improve the management level.