Research On Optimization Of Customer Service Operation Mode Of India Haier

After 30+ years development, Chinese enterprises overseas investment and overseas business development began to take shape. Based on the data from Department of Commerce, during Jan-Nov 2014 the Chinese investors direct overseas investments had been accumulated as 80.24 billion dollars, increased 28.3% compared to last year same period 62.5 Billon dollars. Among that the Manufacture Industry investment contribution compared to total increased from last year 7.5% to 9.8% this year, growth heavy. Based on "Made in China" high speed development generated competition advantages, more and more manufacture enterprises through export or overseas local manufacture to develop its own brand business, which emerged some of the excellent enterprises representative, like Huawai, Lenovo, Haier etc, had done remarkable achievement in each industry.To develop business in overseas market, especially develop business by own brand is a long and tough process. How to attract customer by excellent product, saving customer by first-class service is the topic each new brand need facing. As a relatively young Chinese brand for overseas customers, how to setting up its own professional service image is one important part of brand finally to be accepted and selected by customers.Customer Service is more localized related. During Haier India customer service development history, two kinds of the extremely methods had been appeared, first one is highly depending on local team dominate strategy and business, second is total copy Chinese market and other benchmark succeed model. Both methods had been given negative impaction for company stable and healthy development. The increasing saturation of the domestic market and increasing competition pressure fasten Chinese enterprises "Walk Out" step, among them the enterprises whom intended to expand its own brands are more clearly, especially manufacture industry Home appliance are most capable to compete with world top companies became the pilot to do the overseas market brand creation. Generally speaking, now most of the Chinese brands service image in overseas still under exploration and formation stage, lack of the succeed enterprise case study as reference for more Chinese brands overseas market service image boosting. Based on the sample of Haier India whom had 10 years experiences in Customer Service Operation to study and optimization, it does important theoretical and practical significance for whole industry accelerate "Walk out" and boost service image awareness.Through the Haier India Customer Service Operation Model which generated more than 10 years as breakpoint, benchmarking home appliances service leading companies, and referring now internet era new customer experience service model, to study as-is and evaluate all of the related process and KPI and team, then give next specific improve and optimize proposal. Finally provide input for next stage Haier India Customer service Operation continuous optimization decision maken.