Study On Improving Customer Service Strategies Of JC Company

After the rapid growth of several consecutive years in the domestic auto industry, the vehicle market demand is gradually declining and the competition between auto spare parts manufacturers are increasingly fierce. Influenced by the price-reduction policy implementation of the foreign competitors and the price fluctuation of the raw materials well as the continuous price dropping of the customers’ products, the market share and profitability of the local spare parts manufacturers start to drop off and the market condition gets even tougher.Under this condition, the original extensive operating mode of the local spare parts manufacturers can no longer adapt to the existing market environment.The competition approach has been market-oriented and customers’ needs-oriented instead of cost oriented and product oriented. It’s an urgent task for the local spare parts manufacturers to change the operating philosophy,deepen the service concept, improve the service strategy and enhance the competency. It’s necessary for them to consider how to improve the customer service, understand the customers’ needs and further develop the potential customers.As the research object in this paper, JC Company is a local small and medium sized auto spare parts manufacturer. It used to attach more importance to the product instead of the customer service, which led to customer loss and market share decline. Although JC Company has become the tier one supplier ofthe famous domestic automotive OEMs through various efforts, it will be an obstacle to the further development of the company including new product development and customer relation maintenance in case that JC Company does not make efforts to improve the customer service.Concerning how to improve the customer service strategy of JC Company,this paper, Firstly, adopts documentary research method to systematically summarize the origin and development of customer service concept, introduces the company profile and cooperation mode with the customers and analyzes the current customer service situation; Secondly, designs the customer satisfaction questionnaire for the main customers of JC Company and analyzes the main existing problems in the customer service in accordance with the survey result;Finally, combining the current condition analysis and the survey result, proposes the customer service improvement strategy, such as how to improve the customer service system, how to recognize the before-sales demands, how to develop customer-oriented products and how to provide quick response to the customers etc., aiming to improve the customer service quality and customer satisfaction as well as to enhance the competitiveness of JC Company.Adopting the actual case of JC Company, this research proposes the customer service concept during the whole business life cycle for spare parts manufacturers, which possesses reference meaning for other auto spare parts manufacturers to consider how to improve the customer service quality and customer satisfaction.