Customer Services Theory Practice In Petrochemical Industry Case Study Of C Petrochemical Co. Ltd

ABSTRACT:With the rapid development of China's petrochemical industry, application and promotion of advanced producing technique, foreign petrochemical enterprises swarming into China, as well as the verification of transaction in the field of petrochemical products, the traditional market competition has changed or is changing to the competition of customer and services.How to enhance customer service management capabilities have become the issues that the Chinese-funded Petrochemical companies have to face. In this paper, with the question that which customers the service will be offered to, and who and how to provide the services, followed the description of the theory customer services theory, having a outlook of and comparing the customer service management situation of Chinese-founded petrochemical companies with world advanced industrial companies, and point out the existing problems of China's petrochemical customer services management. Third, taking C Petrochemical Co., LTD as a research object, identified the situation of customer services and its implementation characteristic of C company as well as worked out its short points and complementary development proposal. At last, a reference model was proposed for the Chinese-funded petrochemical company's customer service management based on the study and analysis of the C Company's successful model and experience of customer services theory application.