The Study Of After-Sales Service Management Strategy For SA Elevator Company International Business Division

There’s no undefeated enterprises in today’s global economic integration.Only with the after-sales service management strategy which is fit for itself development,can the enterprise stand firm and grow with vitality in the sharp market competition.After-sales service is one of the most important segment of after-sales and it has become the key element for market shares maintenance and enlargement(e.g.Tmall,TD,etc.).The consumers’ satisfaction can be affected by the quality of after-sales service.During the purchasing what make consigners get rid of doubt or hesitation are the policies about warranty,after-sales service,etc.As the right.defending awareness improves and the consumption concept changes,the consumers not only focus on the product itself but prefer the brand which has high quality after-sales service for the products with the similar quality and performance.Objectively speaking,high quality after-sales service is the product of brand economy.From the enterprise perspective,after-sales service takes important role of enhancing the reputation,attracting and maintaining consumers,improving the loyalty;reducing the complaint rate,increasing the recommended rate,cutting down the promotion cost and expanding the product value chain.Since it’s hard to make every consumer 100%satisfied,each enterprise faces after-sales issues.By solving these issues positively,both the product reputation and consumers satisfaction will be improved.This paper takes the after-sales service management problems of International Business Department of SA elevator company as the research object.On the basis of in-depth understanding of customer service theory,service quality theory,service recovery theory and service design theory,combined with the current situation of after-sales service management of International Business Department of SA elevator company,through questionnaire survey,it analyzes and summarizes the existing problems and the causes of the problems in the after-sales service management of the International Business Department of SA elevator company.On this basis,from the four aspects of after-sale service process,after-sale service quality,after-sale service recovery and after-sale customer management,this paper puts forward the improvement strategy of after-sale service management of International Business Department of SA elevator company.Finally,from the aspects of organization,system,staff training,corporate culture and performance evaluation,etc,it puts forward the safeguard measures for the implementation of after-sales service management strategy of International Business Department of SA elevator company.Through the research of this paper,it can provide theoretical guidance and reference for improving the after-sales service management level of Intermational Business Department of SA elevator company,so as to make International Business Department of SA elevator company meet the needs of customers to the maximum extent,and then promote the sustainable development of SA elevator company Intermational Business Department’s overseas business.At the same time,it can provide reference for guiding the same type of enterprises or departments to carry out relevant management,effectively avoid management risks,in order to achieve better business management objectives.