發(fā)布時(shí)間：2018-05-10 08:06

  本文選題：客戶服務(wù) + 服務(wù)質(zhì)量　； 參考：《華東理工大學(xué)》2016年碩士論文

【摘要】：SD公司所在的電氣行業(yè),有著眾多的競(jìng)爭(zhēng)對(duì)手,產(chǎn)品同質(zhì)化越來越強(qiáng),在產(chǎn)品上面的優(yōu)勢(shì)將越來越難以成為獲取客戶的關(guān)鍵所在,SD作為行業(yè)的領(lǐng)先者,除了在產(chǎn)品上保持技術(shù)優(yōu)勢(shì)外,客戶服務(wù)的質(zhì)量在未來的競(jìng)爭(zhēng)中逐漸占有重要的地位。由于公司產(chǎn)品質(zhì)量上的高標(biāo)準(zhǔn)以及中國(guó)經(jīng)濟(jì)的高速增長(zhǎng),SD的市場(chǎng)占有率一直很高,但是最近面對(duì)國(guó)內(nèi)其他競(jìng)爭(zhēng)對(duì)手的激烈競(jìng)爭(zhēng),市場(chǎng)占有率有下滑的勢(shì)頭,而在SD公司的客戶服務(wù)質(zhì)量方面,沒有得到戰(zhàn)略層面的重視,內(nèi)部服務(wù)流程復(fù)雜,對(duì)于客戶的服務(wù)沒有發(fā)揮出應(yīng)有的作用,與其產(chǎn)品的市場(chǎng)地位不相匹配。本文首先介紹了SD行業(yè)以及市場(chǎng)、產(chǎn)品、SD公司的質(zhì)量服務(wù)現(xiàn)狀,運(yùn)用客戶服務(wù)、服務(wù)質(zhì)量、工業(yè)品市場(chǎng)服務(wù)質(zhì)量的相關(guān)理論,以及市場(chǎng)調(diào)研的方法對(duì)客戶進(jìn)行服務(wù)質(zhì)量滿意度調(diào)研,從客觀的數(shù)據(jù)出發(fā)分析SD公司存在的問題,根據(jù)市場(chǎng)調(diào)研的結(jié)果,分析了SD公司的質(zhì)量服務(wù)現(xiàn)狀、問題及原因。此基礎(chǔ)上,提出質(zhì)量提升策略,SD公司需要在服務(wù)觀念、服務(wù)團(tuán)隊(duì)建設(shè)并提高人員素質(zhì),并且在熱線電話與產(chǎn)品維修及時(shí)性上進(jìn)行重點(diǎn)關(guān)注。服務(wù)質(zhì)量對(duì)于企業(yè)的價(jià)值越來越明顯,單純保持產(chǎn)品上的競(jìng)爭(zhēng)優(yōu)勢(shì),客戶的滿意度已經(jīng)不太容易保持,尤其是當(dāng)前中國(guó)市場(chǎng)上企業(yè)的產(chǎn)品制造能力快速上升,經(jīng)濟(jì)下行的態(tài)勢(shì)持續(xù),服務(wù)質(zhì)量的提升刻不容緩,本文即是通過客觀的數(shù)據(jù)證明服務(wù)質(zhì)量的意義,希望能夠引起SD高層對(duì)于服務(wù)質(zhì)量上的重視與關(guān)心,同時(shí)也為基層服務(wù)人員提供了具體的實(shí)施方法。本文從SD的質(zhì)量服務(wù)方面入手,希望SD公司的服務(wù)質(zhì)量方面與產(chǎn)品競(jìng)爭(zhēng)優(yōu)勢(shì)一樣強(qiáng)勢(shì),從而提高客戶滿意度,增強(qiáng)競(jìng)爭(zhēng)優(yōu)勢(shì),以期改善市場(chǎng)下滑的勢(shì)頭。
[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.
【學(xué)位授予單位】：華東理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2016
【分類號(hào)】：F274

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本文編號(hào)：1868514