Research On After-sales Service Management Of SG Group's Customer Service Center

Since the beginning of the 13 rd Five-Year Plan,the economic development of socialism with Chinese characteristics has entered a new period,and social contradictions have also changed.Under the new background of economic development,China's equipment manufacturing industry has already become a buyer's market environment of “oversupply”.This requires China's equipment manufacturing enterprises to get rid of the status quo as soon as possible and find a new development model to meet the growing demand and unbalanced and insufficient development.SG Group is a leading enterprise in China's blower equipment manufacturing industry and is known as " the national heavy equipment".Inspired by the development of this new era,SG Group is looking for a new breakthrough to enjoy a higher product share in the market.This paper takes SG Group's customer service center as the research object and makes a comprehensive and in-depth study of the group's after-sales service management from the after-sales services perspective.With the help of SG Group's customer service center as a prospective window to the outside world,this paper analyzes the problems in the group's after-sales service management by using the relevant theories and methods of after-sales service management,and puts forward countermeasures for improvement.Firstly,the paper explains the background and significance of the research,the content and methods of the research.Secondly,it introduces the related concepts and theories of after-sales service to provide theoretical bases for the improvement of after-sales service management in SG Group's customer service center.The questionnaires of customer satisfaction,after-sales service satisfaction and customer service center employee satisfaction were all designed according to the status quo of after-sales service of SG Group Customer Service Center.This paper focuses on the analysis of the problems and causes in the after-sales service management of SG Group's customer service center,and puts forward suggestions for the after-sales service management of SG Group's customer service center: changing its functions and raising its service awareness,improving employees' business ability and experience management,and further improving the after-sales service quality of employees and SG Group's customer service center.At the same time,it should establish and perfect information management system,establish a quick response channel for after-sales service,and organize the communication platforms for subsidiaries,so that the after-sales service of SG Group's customer service center can provide a strong guarantee for the group's team building and product marketing.