售后服务管理工作总结（国外英文资料）.docVIP

售后服务管理工作总结（国外英文资料） Summary of after-sales service management The theoretical source of after-sales service for brand enterprises 1.1. Take the customer as the center, to provide customers with satisfactory products, is the first of eight basic principles in ISO9000, this is the immediate cause of necessary after-sales service department, so the ISO9000 quality management system is to guide the theoretical basis for the management of after-sales service. The basic principle of brand enterprise after sales service The basic principle of after-sales service work is one: customer satisfaction. But a monopoly, monopoly is one of the instincts of the enterprise, for enterprise has a monopoly, market supply and demand relations reversal, customer satisfaction is irrelevant, so the merits of the after-sales service work in such enterprises. Value analysis of after-sales service The function of the after-sales service department 3.1.1. For manufacture enterprises, after-sales service department is a cost center, the existence of this department is to ensure customer satisfaction, in order to prolong the sustainable sales of products! So create a customer satisfaction cost concept! The value analysis of the after-sales service 3.2.1. Based on the function of the after-sales service department, the only thing it can do is to reduce the cost of service as much as possible while ensuring customer satisfaction. Need data collection and analysis services at the same time, confirm the cost of customer satisfaction, and the relationship between various factors, coordinate the relationship between proportion of the cost factors, so as to minimize the cost of customer satisfaction! 3.2.2. Customer satisfaction = product quality satisfaction * weight factor + service quality satisfaction * service quality satisfaction weighting factor 3.2.2.1. For manufacturing enterprises, product quality satisfaction weight coefficient is much larger than the service quality satisfaction weight, spec