A Study On The Dongfeng Citroen 4S Stores Customers Loss And Service Improvement

As Chinese Residents'living standards improvement, car went into the thousands of families. 2009, China produced 13.79 million vehicles and sales of 13.64 million vehicles, China has become the world's largest auto market. To car service, the rapid increase in car sales brings opportunities and challenges. Meanwhile, because of the growing homogenization of the product, after-sales service as part of the marketing has become a important territory that manufacturers and traders compete for consumers. Car service will become the automotive industry a new profit growth point.In this day and age, customers have many choices. Either satisfied or not satisfied, they do not need to remain loyal to the company, so the 4S shop is very easy to loss of customers. Through service quality survey, Dongfeng Citroen 4S stores found the following problems, such as: high maintenance costs, long hours, indifferent service, staff turnover and so on. Paper analyzes the four areas the phenomenon of customer churn, such as customer service focus factors, site selection and evaluation of customer service, customer service evaluation of 4S stores, customer needs and expectations. We formulated the appropriate service measures, such as improving the environment from the service area, thinning 4S shop service processes, using customer surveys to improve service quality, improving efficiency, enhancing service transparency, strengthening the 4S shop' training management , applying extending warranty service, carrying out service marketing activities etc. Hope that through promoting the 4S shops' service improvements, we can maintain the brand image, increase brand awareness and maintain competitive advantage, win new customers, improve and maintain customer satisfaction and brand loyalty.