The Research On Promoting Of Customer Service Satisfaction About Cochlear Implant Product From A Company

Customer satisfaction index is a comprehensive comparison between customer consumption of a product or service after the actual perception and expectation, customer satisfaction reflects the comprehensive measure of customer to enterprise’s product quality or level of service. Customer satisfaction is of objectivity, subjectivity, relativity, stages and levels of the five characteristics, customer satisfaction is helpful to help the firm old client, help to bring new customers to the enterprise, in the enterprise products or services of continuous improvement and innovation, can help enterprises to create a differentiated competitive advantage.A company is the world’s leading professional company engaged in cochlear of R&D and production and technology innovation, the company currently occupy the market share of about 18% of the global cochlear. Through the questionnaire survey, this paper presents currently occurring in the after-sales service of a company affect customer satisfaction factors, mainly has: after-sales service awareness is low, poor timeliness of after-sales service, after-sales service personnel, lack of professional skills, after-sales service costs are high, after-salesservice network is not perfect and after-sales service no difference in these six factors.Company a cochlear products after-sales service customer satisfaction improvement measures are mainly: popularization of cochlear products after-sales service, guide customers to form correct expectations; improve the timeliness of after-sales service; increase the training of professional and technical team; reduce service costs associated with; increase input in the construction of the after-sales service network; increased differentiation of after-sales service; attached great importance to the work of after-sales service return, proper handling of customer complaints. Hoped this research conclusion can provide useful reference for similar enterprises to improve after-sales service aspect of the customer satisfaction.