Research On Client Service Quality Problems And Solutions Of H Company

How to improve and enhance the quality of client service is an issue of great concern to companies.Both academia community and business community are very concerned about it.The academic community has a lot of relevant studies on it and put forward certain suggestions.Among them,the most famous one is the Service Quality Gap Model which guides managers to identify the root causes of quality problems and to find appropriate measures to eliminate them,is a straightforward and effective tool.This study attempts to use the Service Quality Gap Model to systematically analyze the business of H Company,so as to find the problems and causes,and find ways to solve the problems.H Company is a marketing service provider,its main business is to provide marketing solutions and marketing materials for global Top 500 brand clients,to help brand clients better promote their brands and products,enhance their brand image and visibility,and increase the market share of their products.The urgent problem faced by H company is the serious loss of clients resources.Through the survey and research found that H Company has the following problems:(1)rigidity price policy,inflexible,lack of targeting,unable to change with the differences of clients,its price adjustment process is too rigid,unable to play the enthusiasm of employees;(2)Uneven quality of product;(3)long delivery time or even delayed delivery;(4)marketing communication is not in place.It causes clients dissatisfaction and clients resource loss.This paper uses the Service Quality Gap Model theoretical methods to analyze the root causes: H Company is mercenary,always want to earn more profits,clients expectation is not clear,the process and requirements of the process is too tedious;Discover the differences between service providers and customers in service concepts,explore the causes,find appropriate measures to eliminate the gap,and put forward the corresponding customer service quality improvement strategies and solutions: profit should be reasonable,price should be flexible according to different clients,should not be one-size-fits-all;client’s standards and requirements should be strictly complied with,and communication with clients should be maintain timely and pleasantly.In order to ensure the effectiveness of the solutions,it is necessary to obtain the recognition and support of middle and senior managers,and establish the concept of implementation;to have a clear operation process and steps,responsible units,treatment measures of the unexpected emergent;to monitor the implementation of the solutions;to improve the scheme continuously within the general framework to achieve optimal results.Through the implementation of such solutions,to help H company to ensure that the desired quality is consistent with the actual quality,obtain positive comments from clients,improve clients’ satisfaction,and reduce the loss of brand clients.It is hoped that the research of this paper can bring meaningful reference for relevant enterprises in the improvement of clients service quality management and optimization.