Project background:

A smart phone brand company is a leading smart phone manufacturer in China. It has a variety of high-performance, high quality and cost-effective products, which are deeply loved by consumers. However, with the intensification of market competition, the company found itself deficient in customer service, which led to a decline in customer satisfaction and loyalty, affecting brand image and market share. In order to improve customer service capabilities, the company decided to conduct systematic training and improvement of its customer service centers nationwide.

Customer pain points:

The main problems faced by the company in terms of customer service are:

Customer service center personnel quality is uneven, lack of professional service skills and knowledge, can not effectively solve customer problems and needs.

The workflow and standards of the customer service center are not unified, resulting in unstable service quality and efficiency, and the customer service experience cannot be guaranteed.

The customer service center lacks effective supervision and evaluation mechanism, can not find and correct the problems and deficiencies in the service in time, and can not motivate and reward excellent service personnel.

Project purpose:

The project aims to help the company upgrade the service skills and knowledge of the customer service center personnel through professional training and consulting services, establish a unified service process and standards, and establish an effective supervision and evaluation mechanism, thereby improving customer satisfaction and loyalty, Enhance brand competitiveness.

Research object:

The research objects of the project include:

Relevant persons in charge of the company's headquarters and regional branches

The company's nationwide customer service center staff

Some of the company's target customers

Research methods:

The project uses the following research methods:

In-depth interviews: conduct in-depth interviews with relevant persons in charge of the company's headquarters and regional branches to understand their expectations, requirements, and evaluations of the customer service center.

Questionnaire survey: conduct a questionnaire survey of the company's customer service center personnel nationwide to understand their cognition, attitude, satisfaction, etc. on their service skills and knowledge, workflow and standards, supervision and evaluation mechanisms, etc.

On-site observation: on-site observation of some customer service centers to understand their actual working conditions, problems and deficiencies.

Customer interviews: interviews with some of the target customers to understand their feelings, needs, and suggestions about the company's products and services.

Research results:

After investigation and analysis, the project reached the following main conclusions:

The company's headquarters and regional branches have high expectations for the customer service center, hoping that it can provide professional, efficient, friendly and consistent services, and increase customer stickiness and reputation.

The company's customer service centers nationwide have large differences in service skills and knowledge. Some personnel lack the necessary product knowledge, communication skills, problem solving skills, etc., and cannot meet customer expectations.

The workflow and standards of the company's customer service centers across the country are not uniform. The service process in some areas is relatively simple and efficient, and the service process in some areas is more complex and inefficient, resulting in inconsistent customer service experience.

The company's customer service centers nationwide lack effective supervision and evaluation mechanisms, unable to discover and correct problems and deficiencies in the service in time, and unable to motivate and reward outstanding service personnel, resulting in difficulty in improving service quality and efficiency.

Project Content:

According to the research results, the project has designed the following main contents:

Provide professional training courses for customer service center personnel, including product knowledge, communication skills, problem solving ability, customer satisfaction evaluation, etc., to improve their service skills and knowledge.

Establish a unified service process and standards for customer service centers, including reception, consultation, maintenance, feedback and other links, and standardize their service behavior and quality.

Establish an effective supervision and evaluation mechanism for the customer service center, including regular service quality inspection, customer satisfaction survey, employee performance appraisal, etc., to find and correct problems in time, and encourage and reward outstanding personnel.

Project Value:

The implementation of the project has brought the following values to the company:

The service skills and knowledge of the customer service center staff have been improved so that they can better meet the needs and expectations of customers.

A unified service process and standards have been established to make the customer's service experience more consistent and high-quality.

An effective monitoring and evaluation mechanism has been established to enable continuous improvement in service quality and efficiency.

Improved customer satisfaction and loyalty, increased customer stickiness and word of mouth.

Enhance the brand image and market competitiveness, and promote the company's performance growth.