Research On The Improvement Of Customer Service Quality Management In TL Laboratory

With the rapid development of China's economy and the active international import and export trade, a large number of domestic and foreign demand for testing and certification services is increasing. In this environment, China's quality inspection institutions also get a rapid development. In order to occupy more market share, increase the competitiveness of the industry, some domestic quality inspection agencies began to frequently mergers and acquisitions, the State Council has also released to push and promote the integration of testing and certification institutions. On the other hand, foreign inspection agencies, private capital also gradually to the market of quality inspection, lead to increase the fierce competition in the inspection market, our country's inspection authorities was far from good with relying on the government. The customer has become the most active and important factor in the third party inspections, accordingly the strategy of Customer Relationship Management (CRM) becomes very important in quality inspection organizations. Therefore, quality inspection institutions should pay high attention to the customer relationship, through various training help to promote with the customer to establish good relations, strengthen of customer relationship management, and enhance the quality of customer service, in order to get the competition advantage in the market.At the begin of this thesis, we have a review of the customer relationship management and service quality management related knowledge, including customer segmentation, customer value, the model of customer satisfaction and service quality management and improvement method of service quality management. On the basis of the analysis of existing research achievement, this thesis combined with the status of TL laboratory, analysis of the current problems in customer service work through the statistics of the customer satisfaction questionnaire, summarized the current problems are mainly low quality of test report and service quality provided, and the causes of these problems were discussed, build improvement ways for laboratory according to the classical theory of customer relationship management and service quality management. Finally, TL laboratory summary the improvement measures through the comparison of customer satisfaction.This thesis adopts the methods that combine the theory and the practice, company management can be more standardized and scientific, ensuring customer service quality has been effectively improved, to meet the needs of detection market development, in order to help the TL laboratory quality management operation, and hope to drive the industry toward large-scale, high-end and international.