FAW-Volkswagen After-sales Service Organization And Management Of Dealers

In the market economy the objective of enterprise production and operation is to obtain economic and social benefits. For profit, social benefit and recognized by the society, enterprises must produce and sell their own products. Customers can accept products and use them long-termly, which is vital to enterprise products and service, and is business goal and foundation for enterprise to exist and develop. Products can be chosen, accepted, and recognized by customers, which depends on customer satisfaction to product quality and service. So how to provide classic products and services, which is the focus of corporate strategic management.The core objective of after-sales service organization and management is to achieve high customer satisfaction possibly. Customer satisfaction is that customers are satisfied with enterprise products and services. Good customer satisfaction can promote brand culture and create brand value. Surveys say that brands with high customer satisfaction have some common advantages, including efficient customer service processes, as well as high-quality implementation of processes and standards consistently. Only combing well-trained service consultants with excellent service facilities and service processes can ensure that customers receive first-class after-sales service experience.In this paper, FAW-Volkswagen dealers'after-sales service organization and management situation are analyzed; world-class customer service standards in various industries are integrated. "Preciseness is care"is as a service concept guide to optimize current work content and add various kinds of innovative work forms. Localize service core and service process with German characteristics to meet Chinese consumers'needs more accurately. Describe how to exceed customer satisfaction, and create customer-delighted winning strategy.