To improve Water Supply Company’s customer service through exploring customer service system construction.doc

To improve Water Supply Company’s customer service through exploring customer service system construction 论 文 摘 要 加入WTO意味着中国经济将与世界经济全面接轨，树立服务经济时代的客户理念是中国企业接受挑战、不断发展的必修课。客户服务对于刚刚步入市场经济体制的中国企业而言，确实是一种新的考验，而服务质量正在成为众多企业实力的分水岭。正在经历市场化进程的供水企业同样不可避免的要考虑自身的客户服务状况，服务问题是供水企业迫在眉睫、函待解决的问题。 本文主要研究福建Y水公司客户服务体系建设，首先分析客户服务思想、客户关系管理理论，总结出客户关系管理理论对客户服务的重要指导意义。然后在理论分析的基础之上，结合福建Y水公司客户服务现状对福建Y水公司客户服务体系的建设与实施提出方案。 本论文前期通过用水客户的分组访问调查、SWOT分析法等研究方法找出供水公司客户服务体系建立的方向。经过前期仔细的调查分析及切实可行的设计，中期认真的建设实施和后期的系统评价，本论文设计的客户服务体系得以顺利设计实施，不但实现了供水公司的良好运营、营业时间全天化、服务效率快捷化，而且服务质量持续快速增长，营业收入和利润均获得了预期的效果。实践证明，创新性的客户服务体系给企业提供了广阔的舞台，只要与时俱进，创新客户服务管理方式，同样能前途无量。 关键词：福建Y水公司；客户服务；体系建设  Abstract Joining in WTO means Chinese economy orbit in the world economy. Establishing the customer service economy era is a compulsory course which Chinese enterprises must challenge and develop. Customer service is a kind of new tests for the Chinese enterprise just entering the market economic system. And the quality of service is becoming the watershed which judges many enterprises strength. Water supply enterprises who are experiencing marketing process equally inevitably have to consider their own customer service situation. Service problems water supply enterprise facing are imminent, which remains to be settled. This paper mainly studies the Fujian Y water company customer service system construction. First I analize the customer service thought and the theory of customer relationship management,Also I summarize the important guiding significant that the theory of customer relationship management is to customer service. Then based on the theory analysis, I combine with the Fujian Y water company customer service situation to make suggestions to Fujian Y water company customer service system construction and implementation scheme. Through early water customers group interview survey, SWOT analysis and other research methods this paper finds out the establishing direction of the water supply company customer service system. Then