The Research On Customer Satisfaction Improvement Of G

Many domestic companies have introduced and absorbed the world's leading customer complaint management system in recent several years.However,the effect of the introduction of related systems from most companies is often unsatisfied.In order to meet the needs of customers,enterprises have increased the number of products they produce,but customers have become more demanding in their requirements for after-sales services.For instance,customers require suppliers to resolve complaints more quickly and provide customers with free return and exchange without any conditions.Therefore,in the context of the increasingly severe economic environment,the core issue of corporate management is the comprehensive and effective implementation of the customer complaint management system and the improvement of customer satisfaction.Any company who wants to achieve sustained and long-term development must strive to maintain high-quality,core customers who can bring them great profits.In practice,companies need to cope with customer complaints quickly and efficiently,dig relationships with customers,and continuously improve and increase customer satisfaction in order to increase their market competitiveness.By this way,companies could get more economic benefits and accomplish the goal of sustainable development.This paper makes an optimization study on the customer complaint management system of Company G.This paper also mainly studies how to achieve coexistence between improving customer satisfaction and reducing the operating cost of the enterprise,and finally find a balance point and obtain a win-win situation.From the perspective of the planner,this paper also proposes the design scheme of the customer complaint management system and the implementation path in key functions.(1)Grade customers in Grundfos and provide differentiated quality after-sales service for different levels of customers according to consumer characteristics analysis.First,maintain core customers such as high benefits and group long-term partners,and the premise is to gains profits.Then consider improving the after-sales service to small customers gradually,and finally get charm quality in Grundfos.(2)Optimize current customer complaint handling process.We must monitor monthly receiving&closing customer complaints trend and analyze category of root cause to every claim as process control&incoming material issue&design issue or others.Also promote efficiency of initial response&findings and corrective actions&closing case.(3)Optimize customer satisfaction survey model via more active,comprehensive,intimate access view,and the purpose is to get customer real needs and aspirations.Meanwhile actively interact with customers can make customers experience our high-quality after-sales service more deeply which could satisfy them.