SD公司客户服务质量提升策略研究

发布时间：2018-05-10 08:06

本文选题：客户服务 + 服务质量　；参考：《华东理工大学》2016年硕士论文

【摘要】：SD公司所在的电气行业,有着众多的竞争对手,产品同质化越来越强,在产品上面的优势将越来越难以成为获取客户的关键所在,SD作为行业的领先者,除了在产品上保持技术优势外,客户服务的质量在未来的竞争中逐渐占有重要的地位。由于公司产品质量上的高标准以及中国经济的高速增长,SD的市场占有率一直很高,但是最近面对国内其他竞争对手的激烈竞争,市场占有率有下滑的势头,而在SD公司的客户服务质量方面,没有得到战略层面的重视,内部服务流程复杂,对于客户的服务没有发挥出应有的作用,与其产品的市场地位不相匹配。本文首先介绍了SD行业以及市场、产品、SD公司的质量服务现状,运用客户服务、服务质量、工业品市场服务质量的相关理论,以及市场调研的方法对客户进行服务质量满意度调研,从客观的数据出发分析SD公司存在的问题,根据市场调研的结果,分析了SD公司的质量服务现状、问题及原因。此基础上,提出质量提升策略,SD公司需要在服务观念、服务团队建设并提高人员素质,并且在热线电话与产品维修及时性上进行重点关注。服务质量对于企业的价值越来越明显,单纯保持产品上的竞争优势,客户的满意度已经不太容易保持,尤其是当前中国市场上企业的产品制造能力快速上升,经济下行的态势持续,服务质量的提升刻不容缓,本文即是通过客观的数据证明服务质量的意义,希望能够引起SD高层对于服务质量上的重视与关心,同时也为基层服务人员提供了具体的实施方法。本文从SD的质量服务方面入手,希望SD公司的服务质量方面与产品竞争优势一样强势,从而提高客户满意度,增强竞争优势,以期改善市场下滑的势头。
[Abstract]:SD company is in the electrical industry, has many competitors, product homogenization is becoming stronger and stronger, in the product advantage will become more and more difficult to become the key to obtain customers SD as the industry leader, In addition to maintaining the technical advantage in the product, the quality of customer service gradually occupies an important position in the future competition. Due to the high quality standards of the company's products and the high growth of the Chinese economy, the market share of SD has always been very high. But recently, in the face of fierce competition from other domestic competitors, the market share has a tendency to decline. However, in the aspect of customer service quality of SD company, it has not been paid attention to at the strategic level, and the internal service flow is complex, which does not play its due role to the customer service, and does not match the market position of its products. This paper first introduces the current situation of quality service in SD industry, market and product company, and applies relevant theories of customer service, service quality, and service quality of industrial products market. According to the results of market research, the present situation, problems and reasons of quality service of SD company are analyzed. On this basis, the quality improvement strategy is put forward that SD company should focus on service concept, service team building and personnel quality improvement, and focus on hotline and product maintenance timeliness. The value of service quality to enterprises is becoming more and more obvious. Simply maintaining the competitive advantage of products, customer satisfaction has not been easy to maintain, especially in the current Chinese market, the manufacturing capability of enterprises is rising rapidly. The economic downward trend is sustained, and the improvement of service quality is urgent. This paper is to prove the significance of service quality through objective data, hoping to arouse the attention and concern of the high level of SD for the quality of service. At the same time, it also provides the concrete implementation method for the basic service personnel. Starting with the quality service of SD, this paper hopes that the service quality of SD company will be as strong as the competitive advantage of products, so as to improve customer satisfaction and competitive advantage in order to improve the momentum of market decline.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F274

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