Research On The Improving Customer Satisfaction Of Company Changchun Wearnes Volvo4S Shop

Changchun wearnes Volvo cars group automobile sales co., LTD., affiliated tothe Singapore, Singapore wearnes group (WBL group) was founded in1906, is oneof Asia’s leading international group of companies.Market value of more than s$billion, the group’s main business including technology, automobile, real estate,engineering, and distribution, in terms of car dealerships, agent distribution of worldfamous brand car brands have at present: the bentley, bugatti, jaguar, land rover,porsche, BMW and McLaren, Volvo, etc., is currently the largest distributor forVolvo.Changchun wearnes automobile sales co., LTD. The main group of VOLVOcars is VOLVO (VOLVO) motors directly authorized dealer, is one of the biggestVOLVO4s shop of the northeast’s first flagship store, specializing in the VOLVObrand domestic and imported cars, suv, sports car, etc. Series of products, is thecollection vehicle sales, spare parts supply and after-sales service as one of themulti-function service center.Net development zone, the company is located inchangchun city registered capital of$5million, operating time for three years, thecompany now have the customer number to3000.Corporate customers to doubleannual growth trend in the development, if the company has a long-termdevelopment, performance on one tower, improve customer satisfaction, let thecustomer became the company’s loyal customers is one of the importantdevelopment strategy of company.Company of all customer data information byCRM (customer relations management maintenance, so going to have some problems in the maintenance of customer relationship, hope that through study, canwork out the optimal scheme to enhance customer satisfaction, let the visa companyto long-term development, based on the local market with competitive price.Often encountered in the daily management work the phenomenon of smallcustomer complaints and complaints, it directly reflects my company’s workprocesses and handling method, the attitude of the staff is one of the many factors,such as do not meet customers fully satisfied, resulting in customer complaints,complaints such customer processes is not good, will eventually lead to the loss ofcustomers, cause a great loss to the company’s interests.There is a kind of situation isthe local market and a business Volvo dealer, and our relationship is competition, soon the clients’ interests, we need to weigh more on customer relationshipmaintenance in order to avoid the customer loss, so want to pass the system researchto find some methods to solve the problem of such reasonable, to enhance customersatisfaction.