The Research Of A Company After-sale Field Service Staff Incentive

Nowadays, with economic rapid development, almost all of the enterprises are payingmore and more attention to the subject of customer value experience. And excellent customervalue experience requires enterprise provide besides humanity, innovative products, and mustequip with first-class customer service team, to create unprecedented opportunity for customer.According to the characteristics of the enterprise product or service, in order to meetcustomer’s demand, a significant proportion of customer service activities require field servicestaff dispatch to customer site for customer service work.Talent is the soul of enterprise organization, is the foundation of enterprise development.To establish an effective incentive mechanism of talents, and achieve related incentivemanagement are the important factor for applying talents, exerting the function of talents.Management of enterprise field service staff is the important and difficult point of customerservice management procedure for enterprise. Incentive levels of field service staff will affectcustomer perceived service quality directly, then affect customer integral value experience.Any enterprises which have owned field service staff are necessary to put more energy, to paymore attention to the status and problems of field service staff incentive.The paper mainly adopts the research methods of integrating theory with practice, and at thesame time applies the other a series of scientific theory and research methods. Try to through thescientific theory and method, combine with actual incentive status of A company’s field servicestaff, analysis shortages and problems in the incentive progress of A company’s field service staff,and finally provide constructive and operable incentive improvement scheme.It is hoped that the paper can provide experience and enlightenment of the effectiveincentive research for A company and other similar enterprises. In the meantime, it’s hopedthat the paper can provide valuable reference for perfecting other related staff incentivemechanism and measures.