Research On Customer Service Improvement Strategy Of GP Company

GP company is the production of POCT instruments and reagents of domestic well-known manufacturers,the company began rapid development from 2010,sales surged from 200 thousand to 420 million yuan,the number of direct services to customers from several hospitals quickly expanded to more than 10 thousand national hospitals.Rapid development has led to customer service system is no longer suitable for the company's current situation,but also detrimental to the future development of the company.Company customer service service department objectives are not clear,the organizational structure is a process oriented,not to the customer as the center,Department of the lack of Technology Group,the post responsibility is not clear,spare parts management,a team of engineers to a serious brain drain,the performance of the mechanism is not reasonable,staff training is not in place,the service process of non standardization of the serious problem of customer information chaotic management and other issues with the company's development is more obvious.With the promotion of the national health care reform and the government's investment in POCT product technology in the primary health construction,the POCT industry will continue to develop at a high speed in the future.GP company will be listed on the Shanghai stock exchange,large testing equipment company GP biochemical,chemical luminescence of non POCT areas will also be listed,it is expected that the GP company over the next few years will still maintain a very considerable growth rate.The current internal and external factors also make changes in the structure and products of the company.The company's customer base and competitors will have no small changes.The customer service department exists these problems will be more serious,reduce customer satisfaction,customer loyalty decline,customers lost,damaged the image of the company,the customer service department will become one of the resistance to the development of GP company.The customer service department is in the key node that needs to be improved.First of all,this paper analyzes the internal and external environment of GP company and analyzes the customers of GP company,and determines the core competence status of customer service department in the current stage.According to the company's development trends,the problems existing in the customer service department of GP company are analyzed,and the seriousness of these problems is pointed out.The customer service department has a direct impact on the company's corporate image and the future strategic development of the company.Finally,from the organizational structure of the basic level of customer service to improve customer service,the Ministry of human resources and optimize the system,an important part of customer service related improvements,ultimately achieve customer service department of the rationalization of the organizational structure,human resources management of the service process optimization,standardization,standardization of the customer information management.Directly improve the quality of service,improve the efficiency of customer service department,maintain the corporate image and market reputation of GP company,and increase the core competitiveness of GP company in the fierce competition in vitro diagnostics market.