Study On The Improvement Of Overseas Customer Service Satisfaction Of KST Company

As China opening to the outside world,there are more and more cases of enterprises and individuals "hug the world".There is a lack of in-depth research on overseas markets and customer understanding.These challenges are inevitable for Chinese companies to participate in global market construction and competition.Based on such an era background,this paper takes the improvement of KST’s overseas customer service satisfaction as the research object,systematically explores the optimization countermeasures for the improvement of overseas customer service satisfaction of my country’s power equipment manufacturers under the new situation,and provides an overview of the competition for our country’s overseas enterprises from the perspective of service.Make certain efforts and explore the growth path of strength and overseas market share.In the research,this paper adheres to the "three-step" research paradigm of asking questions,analyzing questions,and solving problems,comprehensively uses relevant knowledge of management,marketing,and mathematical economics,theoretical,empirical and qualitative analysis.Based on the organic unity of quantitative research,problem analysis and countermeasure design,on the basis of reference,comparison and analysis,take KST Company as an example to systematically study the optimization path and countermeasure selection of customer satisfaction improvement of Chinese overseas manufacturing enterprises.This paper is divided into seven main parts.The first part is the introduction,which explains the background and significance of the research,which lays the foundation for the research of this paper.The second part is the theoretical review of enterprise customer satisfaction,which is the basis of this study.The third part is the survey and analysis of KST’s overseas customer service satisfaction,questionnaire design,analysis and summary.The fourth part is the main problems and cause analysis of KST’s overseas customer service satisfaction,which is the focus of this paper.The fifth part is KST company’s overseas customer service satisfaction improvement countermeasures.The sixth part is KST company’s overseas customer service satisfaction improvement guarantee.The seventh part is the conclusion and prospect of this research.The purpose of this research is to expecting that the research on KST’s overseas customer service satisfaction can solve some existing problems of the company,such as low overseas customer satisfaction,high customer complaint rate,insufficient brand online promotion,and insufficient automation of the company’s export process.High,unstable production and delivery,weak overseas coordination ability,low level of intelligence,no customer-centric overall marketing ideas,etc.Through the analysis and summary of these problems,we began to propose five SERVQUAL service satisfaction improvement countermeasures,which are dedicated to improving KST’s customer value and corporate service value,increasing the company’s overseas sales,improving corporate competitiveness,and reducing corporate overseas service and operating costs.,Improve brand competitiveness.Expected results of the study:Through a series of questionnaire surveys and analysis,as well as countermeasures and guarantees,KST companies attach importance to various aspects of overseas customer service satisfaction,start transformation from traditional manufacturing,learn from the marketing ideas of foreign trade companies in the new era,and focus on online channels.At the same time,maintain investment in offline channels for brand promotion,strengthen order process automation and information management,pay attention to customer service process supervision,ensure timely delivery feedback,improve language communication skills with overseas customers,and establish an internationally advanced inclusive and diverse company culture,improve overseas customer service capabilities,help companies enhance market competitiveness,and build overseas powerful brands.