Research On The Aftersales Service System Improvement For K Company In China

The aftersales service for small appliances has become an important part of the product brand;it would impact the customer satisfaction level.The aftersales service quality is directly related to the brand's market acceptance,and then affects the brand life cycle,customer satisfaction and loyalty.So it has become important means for enterprises to maintain the customer.The aftersales service system of small appliances mainly contains three aspects: customer relationship management,service center management,and the management of logistics,storage and distribution channel.This thesis focused on analyzing problems suffered in the business operations field for the after sales service system for K Company in China.In the customer relationship management field,the call center did not respond consumer queries quickly and accurately,did not track consumer response or maintain consumer information;the product service center did not fix product returns in time or correctly;neither there was no fixed distribution or logistics warehouse for supporting spare parts and returns;there was no professional logistics companies,which inevitablely result in shipment delay,shipping damage and other shipping failure.Referring to the domestic and foreign advanced customer service system management experience,and management theory,K Company works on improvement solutions and has taken appropriate measures from the aspects of customer relationship management,service center qualification,and logistics channel development.K Company settled up its own call center,equipped with customer management specialist and customer service staff who are responsible for following up customer feedback,maintaining customer relationship.Moreover,K Company sub-contracted professional service centers which are responsible for the on sale products.K Company also developed a central warehouse,signed the advanced express company to take charge of finished products,spare parts storing and transportation.In addition,K Company also settled up technical support center,leading the product performance training,service training,technical updates,and customer service system maintaining.Thus,K Company has settled a solid guarantee for the smooth operation of the customer service system.We believe that with the help of new aftersale service system,K Company will be able to provide better aftersales services to end users,and get more user recognition.