中企动力无锡分公司售后服务存在的问题及对策分析
摘要：产品的售后服务是保证企业持续发展的重要环节，电商行业发展迅猛，其售后服务的重要性不亚于任何一个实体公司。市场的竞争总结起来就是对顾客的竞争，无论是售出的产品还是服务，顾客的满意度才是检验工作成功与否的标准。所以售后服务要充分了解顾客的满意度，通过优质化的服务，以换取顾客的口碑以及客户对品牌的忠诚度。本文分析了中企动力无锡分公司目前的售后服务情况，在同行竞争日趋激烈的条件下，中企动力只有提供更好的产品以及更完善的服务，才能继续占据无锡的大半片市场。本文分析了中企动力无锡分公司目前的售后服务存在的不足之处，并针对这些不足进行了整合，提出了自己的改进建议。
关键词：中企动力无锡分公司；售后服务；不足；改进建议。
Analysis of problems and Countermeasures of China Wuxi branch customer service service exists
Abstract: Product after-sales service is an important part of ensuring sustainable development of enterprises, the rapid development of the electricity industry, the importance of its after-sales service is no less than any one entity. For the industry, its source of profit is mainly of electronic product sales, if a client successfully developed, there will be follow-up products continue to push, and every kind of product are in million yuan of above, so the industry profit is absolutely huge. Therefore, how to maintain the old customer becomes essential. Market competition is summed up to the customer's competition, whether it is sold products or services, customer satisfaction is the test of the success or failure of the standard. So after-sales service to fully understand the customer's satisfaction, through the quality of service, in exchange for the customer's reputation and customer loyalty to the brand. So, good after-sales service is an important part of the maintenance of customers. CE Dongli Wuxi branch current after-sales service are analyzed in this paper and also compares the main competitors in Wuxi, such as: catcher technology, Jun Tong technology. These Internet companies to make products without Zhongqi power of good, but the price has certain advantages, will be lower than the CE Dongli hundreds to thousands of dollars. Under the condition of this kind of competition, CE Dongli only everywhere are better than the other, providing better products and better services, in order to continue to occupy the Wuxi most of the market. This paper analysis the CE Dongli Wuxi branch current service existing deficiencies, and aiming at these problems were integrated to put forward his suggestions for improvement.
Key words: China Wuxi branch customer service; service; problems; suggestions.
目录
一、绪论 1
二、 售后服务的相关理论 2
（一）售后服务的概念 2
（二）售后服务的重要性 3
三、中企动力无锡分公司售后服务的现状分析 3
（一）中企动力简介 3
（二）中企动力无锡分公司售后服务工作情况分析 4
四、中企动力无锡分公司售后服务存在的问题分析 5
（一）产品自动更新问题 5
（二）产品上线程序复杂 5
（三）产品未到期便要求客户续费的问题 5
（四）产品在不同的时期价格波动大 6
（五）相关人员推卸责任 6
五、提高中企动力无锡分公司售后服务水平的对策 7
（一）培养商务代表的团队意识，增强团队合作精神 7
（二）缩减产品上线程序，提高工作效率 8
（三）合同签订之后及时处理 8
（四）缩小价格波动幅度 9
（五）完善客户网上留言，产品评价功能 9
六、结论 10
参考文献 11
参考文献
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