A Company After-sales Service Existing Problems And Countermeasures

A company is a printing machinery dealer enterprise. It faces the intense market competition. After-sales service is the key to win in the competition. In the current global economic downturn background, the manufacturer K company’s market focus from Europe and the United States over to China. A company is one of the two dealers in China of K Company. Its operating status directly affects the K Company’s performance. So improving A company’s management level is all stakeholders’consistent interests. And improving the service level is undoubtedly one of the important links.This paper is based on customer satisfaction survey and comparative analysis of sales volume and engineer number, puts forward some existing problems:service response time problem, spare parts supply problem, personnel quality problems and other two problems. It presents a detailed description and analysis and establishes improvement countermeasures. The countermeasures to solve the problem are as follow:increasing the service network, increasing manpower, increasing spare parts inventory and expanding procurement channels, strengthening staff education&training, improving staff incentive mechanism and strengthening after-sales service returns management.