| As China’s economic development enters the new normal,under the major impact of Sino US trade frictions and the COVID-19,the country adheres to the opening-up policy,economic globalization and the multilateral trading system.In this context,foreign-funded enterprises have increased their investment in the Chinese market,among which electronic technology enterprises pay more attention to the Chinese market.In order to further develop the Chinese market,enterprises must take practical measures to improve the quality of customer service.Providing Chinese consumers with high-quality electronic technology products is only the first step to win Chinese customers.Providing consumers with perfect pre-sales,in-sales and after-sales services is the fundamental strategy for enterprises to achieve long-term development based on the Chinese market.Combined with the actual situation of China’s market,it is the main research topic for enterprises to formulate a scientific and reasonable customer service system according to the preferences of Chinese consumers.Based on the theory of customer service quality,applying the customer complaints and service data of company a,and based on the questionnaire survey,this paper makes an in-depth analysis of the customer service problems of company a,in order to put forward the optimization countermeasures to improve the customer service of company a,so as to improve the customer service quality of company A.Firstly,it analyzes the basic situation of the research object-company a,and analyzes the current situation of company a’s customer service from the aspects of industry competition,market environment,customer service statistical index data and so on.On this basis,through on-the-spot interview and investigation,we have an in-depth understanding of the customer service business process and department management of company a,try to find and summarize the main problems existing in the customer service of company a,analyze the causes of relevant problems in combination with theoretical knowledge and survey results,and through the analysis,we know that there are customer complaints in its customer service,and the processing efficiency is low;Customer service management confusion;Low customer service satisfaction;The information level of customer service is not high.The main reason for these problems is that the coordination efficiency between customer service departments is not high;The implementation of customer service specifications is not in place;The incentive mechanism of customer service personnel is not perfect;Insufficient investment in customer service technology;Unreasonable setting of customer service process,etc.Secondly,according to the conclusion of case analysis,this paper puts forward countermeasures and suggestions to further improve the customer service quality of company A.This paper holds that company a needs to further strengthen the coordination efficiency between departments and improve the internal management system of customer service department;Strengthen the incentive and guarantee of customer service personnel;Improve the informatization degree of customer service;Optimize customer service process and improve customer service satisfaction.Finally,it puts forward the safeguard measures conducive to the implementation of the countermeasures,which need to strengthen the guarantee from the aspects of economy and system,and further strengthen from the aspects of human,material and financial resources,so as to ensure the effective improvement and improvement of customer service quality.Through the analysis and Research on the customer service quality of company a,this paper can effectively improve the service competitiveness of the enterprise,and further promote the optimization of the customer service quality by providing the scheme to optimize the customer service management system.On this basis,it can promote the long-term development of the enterprise,and also provide a positive reference for the future development of other similar enterprises. |
