| In the increasingly mature market economy environment,customer service to meet the market demand has become a necessary condition for enterprises to enhance their competitiveness.For general airport operation enterprises,the future competition of general aviation industry largely depends on the strength of service competitiveness.Therefore,improving the level of customer service management has become the key to the survival and development of enterprises.Taking Zhuzhou Lusong general airport as the research object,based on the study of customer service management theory,this paper analyzes the current situation,problems and causes of the company’s customer service management,and finds that there are some problems in the customer service management of Zhuzhou Lusong general airport operation company,such as unclear strategic objectives,imperfect organizational structure,lack of professionals,imperfect management process,backward management technical means,weak awareness of service brand construction and so on,The causes can be summarized into many factors.In order to solve these problems,this paper investigates and analyzes the customer groups,constructs a scientific and reasonable customer service management system based on the principles of strategic orientation,customer satisfaction and win-win cooperation,and carries out the design of service planning,organizational structure,service team,process management,service quality and information construction.Finally,in order to promote the smooth implementation of the system,it puts forward safeguard measures at the mechanism level,publicity level,system level and capital level.The construction of the customer service management system of Zhuzhou Lusong general airport can help enterprises build an efficient team,establish a set of customer service system suitable for enterprise operation and development,and provide reference for the customer service management of other similar enterprises in the initial stage. |
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