售后服务管理工作总结（Summary of after-sales service management）.docVIP

售后服务管理工作总结（Summary of after-sales service management） Summary of after service management - Ceng Menglong 1., the theoretical source of after-sales service of brand enterprises 1.1. to the customer as the center, to provide customers with satisfactory products, is the first eight basic principles in ISO9000, this is the direct reason of customer service service departments need to exist, so the ISO9000 quality management system is the theoretical basis to guide the customer service service management. 2., brand enterprise after-sales service work of the basic principles 2.1. for those who wish to make a century old enterprise, the basic principle of after-sales service is only one: customer satisfaction. But the monopoly monopoly is one of the exceptions, instinct attribute of enterprises, the formation of monopoly enterprises, market supply and demand reversal, customer satisfaction is of no great importance, so the service quality of customer service is not worth mentioning in such enterprises. 3. value analysis of after service work Function orientation of 3.1. after-sales service department 3.1.1. for manufacturing enterprises, the after-sales service department is the cost center, this department exists to ensure customer satisfaction, in order to extend the products sustainable sales! Therefore, a customer satisfaction cost concept is generated! 3.2. value analysis of after sales service 3.2.1. based on the function orientation of the after-sales service department, what it can do is to reduce the service cost as much as possible under the premise of ensuring customer satisfaction. At the same time, we need to collect and analyze the service data, confirm the customer satisfaction cost composition, and the correlation between the various factors, coordinate the cost factor proportion relationship, so as to minimize customer satisfaction cost! 3.2.2. customer satisfaction = product quality satisfaction * product quality satisfaction weight coefficient + service