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论文编号：	307
作者编号：	2120062158
上传时间：	2008/12/14 15:35:23
中文题目：	S公司服务补救及客户保留策略研
英文题目：	S Company Service Remediation
指导老师：	于斌
中文关键字：	服务补救;顾客保留;客户满意度
英文关键字：	Service Remediation;Customer R
中文摘要：	随着经济的发展和竞争的加剧，提高顾客价值和以顾客为中心的理念正越来越受到人们的重视，服务正成为顾客价值增值和以顾客为中心的重要体现。对于提供服务的企业而言，关键在于如何补救已发生的失败。通过正确对待顾客的抱怨、选择合适的补救策略、打造快速的服务补救反应系统，来保留住现有顾客并赢回已经流失的顾客。 近几年，我国对电梯产品的需求正以每年超过20%的速度快速增长，中国作为世界最大的电梯市场将维持相当长的时期。随着电梯生产企业的迅猛发展，电梯市场保有量的不断增加，电梯服务市场必将迎来空前的繁荣。S公司作为一家传统的电梯制造厂商，如何利用自身优势，在电梯维保服务业日趋激烈的竞争中，保留住自有品牌客户并获得竞争优势是企业急需解决的问题。 本文基于一般制造性企业服务管理战略研究的框架和方法，通过对服务补救系统、顾客保留系统以及顾客满意度及忠诚度的理论研究，结合S电梯公司的实际服务情况，运用PEST分析、SWOT分析及其他方法对S公司服务市场的内外部市场环境以及S公司目前的服务现状进行了分析，同时指出了S公司服务管理上目前存在的主要问题。最后，针对存在的问题，为S公司构建了相应的服务补救策略及客户保留策略，并在文章中给出了保证策略顺利实施的方案。 全文共分为六个部分，第一部分为绪论；第二部分为相关理论回顾；第三部分为S公司服务市场环境分析；第四部分为S公司服务补救及客户保留策略的选择，主要提出了投诉管理流程、卓越服务理念的建立、顾客满意度信息系统、客户流失分析、一线员工培训与交流系统、特有技术及零部件的制约等策略；第五部分为S公司服务补救及客户保留策略的实施，主要提出了顾客数据库的管理、企业内部服务管理的不断改进、销售活动管理工具的建立以及有效的人员激励机制等；第六部分为结论。 关键字: 服务补救 顾客保留 客户满意度
英文摘要：	With the rapid economical development and keen competition, people got much more attention on how to increase the customer value and put customer core position. Then service became the key point to increase the customer value and put customer core position. Especially to service firm, it is the key that how to remediate the failure had happened .it is the right way to maintain exist and gain the lost customer that treat the customer complain, choose the right remediation method and create the rapid response system. Recent several years Chinese demand to elevator related product grew more than 20% which will also maintain a long period. With the rapid development of elevator manufacturing firm and the market enlarge gradually ,the service of lift service firm will be flourishing as never before S company as a traditional elevator manufacturing firm ,it is burning question that how to make use of strength to maintain the customer and achieve competitive excellence in increasing keen competition of lift maintenance service. The thesis based on commonly analysis method of manufacturing firm, after studying Service remediation, customer reservation system, customer satisfactory and loyalty system, integrating S company practice, used PEST SWOT and other methods to analyze internal and external market environment of S company service management and indicated the main problem. Finally it constructed strategy of service remediation and customer reservation .The thesis indicated how to establish excellent service notion, the management tools of customer lost analysis and sales, hardness strategy that completing the database of customer management and softness strategy that using special technical and spare parts system to restrict customer lost the thesis also explained method to carry out ,such as IC system and improving the internal service management gradually. The thesis include six parts. The first part is the exordium. The second part expatiate the theory review. The third part is the environment analysis of the S company. The fourth part is the choice of the service remediation and Customer reservation in S company. The fifth part is the implementation of the service remediation and Customer reservation in S company. The last part is the conclusion. Key words: Service remediation Customer reservation Customer satisfactory
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