| ABSTRACT:The rapid development of our country’s High-speed Rail and the intercity transportation,the demand for railway locomotive and city rail vehicle will keep rising trend and the larger scale in the’ Twelfth Five Year Plan" period, which will bring very much opportunities for the Zhuzhou Electric Locomotive Co.,Ltd. However,the opportunities and challenges are always coexist, the main challenge of this company faces including product homogenization trend and fierce price competition, and competitor’strength etc.Therefore,to this company, not only to provide advanced technology, stable operation of locomotive and city rail equipments, but also to provide satisfying,excellent customer service.This is an important means of enhancing company image, enhancing the company’s competitiveness, improving the product market share.Therefore, this research has very important significance.At first this paper reviews the domestic and foreign literature of service quality and customer service,review the evaluation service theory and customer service quality model and theory of enhancing the quality of service.On this basis,the SWOT method is used to analyze the internal and external environment of this company, to analyze the advantages,disadvantages,opportunities and threats of this company in terms of customer service.And further through the investigation and analysis of the customer service satisfaction this company,using the customer service model to analyze6kinds of differences between strains of this company customer service.And we provide customer service promotion Strategies from many aspects such as the establishment of the customer service platform, comprehensive customer service personnel team construction,a full range of customer service, customer service comprehensive linkage mechanism. Finally,in order to guarantee the strategies of service quality improvement plan, training support, hardware security,financial security,system guarantee are put forward. |
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