Research On Optimization Of After-sales Service Management Of Company A

With the rapid development of modern science and social market economy,as well as the continuous development and innovation of product types in the market,the current market competition has been transformed from the past seller’s market to the buyer’s market with modern characteristics,and the product competition between enterprises has also expanded from the original single price competition to the product technology and even service competition,among which,The competition of industrial products is mainly reflected in the after-sales service and maintenance of products.The quality of after-sales service has become an important factor affecting product sales and stabilizing customer relations.In the after-sales service of industrial products,how to improve the after-sales service quality of products,strengthen the internal management of after-sales service departments,improve customer satisfaction,stabilize customer relations,and do a good job in customer management has become one of the major objectives of enterprise sustainable development.Company A is a state-level high-tech enterprise established in 2011,mainly focusing on image recognition and photoelectric detection technology,and is committed to technology research and development and technology promotion in the field of rail transit informatization and rail transit safety detection.This paper starts with the current after-sales service status of Company A,and uses the data analysis method to explain the existing problems of Company A:(1)The customer complaint rate is increasing year by year;(2)After-sales service response is not timely;(3)Misalignment of service guarantee spare parts.Then,combined with the company’s general situation and customer’s after-sales service needs,it makes a specific analysis of the problems currently faced,and puts forward improvement measures for the after-sales service problems of Company A:(1)improve the after-sales service management system and process;(2)Establish customer satisfaction survey mechanism;(3)Optimize after-sales service mode and improve service level;(4)Develop an assessment mechanism for after-sales service personnel;(5)Promote the establishment of an optimal inventory mechanism.This paper hopes to summarize and analyze the current after-sales service process problems of Company A,find out the problems,and solve the problems based on the relevant theories of after-sales service,combined with the company,customers,products and market characteristics,to help Company A solve the after-sales service problems currently facing,effectively improve customer satisfaction,strengthen customer relations,reduce the company’s management costs,increase the company’s economic profits,and improve the company’s competitiveness.