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1、To improve Water Supply Companys 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
2、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
3、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AbstractJoining 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 jus
4、t 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
5、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 th
6、at 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
7、 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 through the careful investigation analysis and practical design, together with middle careful construction imple
8、mentation and late system evaluation, this paper designs the customer service system and smoothly implement the design. The water supply company customer service system not only achieves the good operation of water supply companies, all-day long business service, fast service efficiency and service
9、quality, but also it sustains rapid growth and achieves expected effects of the operating income and profits. It has proved that innovative customer service system provide a broad stage for the enterprises. As long as it advances with the times and innovate customer service management, companies can
10、 also be promising.Key words: Fujian Y water company；Customer service；System constructionTo improve Water Supply Companys customer service through exploring customer service system construction1. IntroductionIn todays competitive services, the enterprise customer service goal is to provide satisfact
11、ory services beyond the expectations for customers, so that they can increase customer satisfaction, cultivate customer loyalty, and maintain market stability and development. To improve customer service level and innovate customer service model is one of the important means for the enterprise winni
12、ng advantages in the market competition, Enterprise customer service system construction is the pursuit of customer needs and expectations.With the use of the new concept of customer service, we should establish a corporate customer service operation and management mode, to achieve the enterprise cu
13、stomer service objectives, so as to realize the goal of enterprise management and development.As a public utility, water supply enterprises are not only to the profit of the enterprise, also has the very strong social responsibility to ensure the normal water supply and to provide quality water supp
14、ly services for the community. Therefore, Fujian Y water company will consider the existing situation of the enterprise,and reference the industrys best division standard bar. In the customer service system construction process,we should actively introduce new technology, new service concept.Meanwhi
15、le Fujian Y water company should draw lessons from the customer relationship management theory optimize and reorganize service resources, standardized customer service system construction standard,construct customer service culture,strengthen customer-centric concept. In this way customer service ca
16、n be same with enterprise actual condition, which will realize social efficiency and the enterprise benefit.2. Summary of the preliminary research2.1ProblemFujian Y water supply company is a state-owned and large water supply company. It was built in 1954 and started in 1955. Fujian Y water company
17、built go into operation in July 1, 1956, which provide 20000 cubic meters of water. The urban area was 20.68 km, and the population was about 640000 people. But a population of only 52,200 people used water. Tap water penetrate rate was of 8.13%.Fujian Y water companys early customer service is to r
18、epairing hotline telephone form. It was convenient for customers to report water leakage squib case the network in urban areas and allowed staffs to arrive to repair in time in order to ensure the normal water supply of city. From 1996 to 1976, That Fujian Y water company launched customer service c
19、ommitment system and started relatively comprehensive work on customer service had lasted 10 years of development and improvement. But nowdays the customer service level do not match with the current market environment and can not meet the water supply demand that enterprise puts forward. The proble
20、m mainly has the following several aspects.2.2Problem analysis2.2.1Companys current situation(1)Lack of the concept of service, service consciousness is not strongWater supply enterprise has always been called a water dam. Its natural monopoly has brought the enterprise superiority. So employees gen
21、erally lack market competition pressure, and have weak sense of service, weak service consciousness is not strong. The traditional concept in enterprise interior ingrained. Customer service is still the simple view of service, which is warm smile, courteous, heavy appearance, light connotation. They
22、 do not establish the new service idea. (2)Customer service organization is not perfectFujian Y water company has long lacked an unified department of customer service. The customer related departments associated with the water quality, water pressure, installation solve customer problems independen
23、tly. They often appear to push responsibilities to each other, which lows service efficiency. Although in June 2005 Fujian Y water company setted up a customer service department, customer service department only have a single function and its authority is limited. It can not fully play the unified
24、and coordinated management role of customer service.(3)Service facilities is out of date and do not have inadequate quantityRepair hotline telephone system is an important channel of communication with customers. In 1996 it put into use, but it did not update correspond with the development of the c
25、ustomer service. System function is single and cant meet the service request; and because of insufficient number of service personnel seat, it is unable to meet customer demand for services. So customers are often difficult to get through the hotline and to reflect the issue to reflect to the staff.
26、(4)Services are not standardized and business procedure is not reasonableThe Fujian Y water company puts forward some requirements and develop the corresponding management document. But because the service staffs lack service idea, these services have not been fully implemented. So service failed to
27、 achieve a systematic, standardized level. The existing service is not consistent with the new situation in harmony with the timely revision.2.2.2Needs and wants analysisTo get a clearer idea of the views and opinions of customers about the problem, two focus groups were organized. We made face-to-f
28、ace interviews with 20 clients.The focus groups were as follows:1) 10 water using companies: 6 national company managers, 4 enterprise managers.2) 10 relative residents: 4 high school student, 6 residents.Questions1) Do you usually have the advantage of using water?2) What do you think of the custom
29、er service at present?3) What do you think of the prices the company offers?4) Did you ever like online paying?5) Which one do you prefer: face-to-face business, telephone, online order, e-mail?6) Can you accept delivery water bills to your pointed place with an appropriate fee?7) Do you have any su
30、ggestions for us to improve our service?Complaints1) They have no choices when considering using water.2) The present business hours are rather short. Residents would prefer to call the shop later in the afternoon or evening on workday.3) They spend too much time on traffic to arrive our company jus
31、t for paying the bills.SuggestionsCombined with the actual situation of Fujian Y water company, customer service system mainly includes the following aspect1) The ideological level: construct customer-centric service culture and enhance the enterprise service concept.2) The technical level: construc
32、t customer service system platform and build a unified customer communication gateway3) The System level: implement customer segmentation system thought and carry out big client management.2.2.3SWOT analysisStrengthsl The company has a good reputation for reliable quality water.l The company located
33、 in Fujian. Residents from this area have been steady customers.l The company have developed friendly relationship with some famous water using companiesl They are willing to attend the companys nonprofit activities, such as making signature for poor people, making charities for the poor people.Weak
34、nessesl the lack of the concept of service, service consciousness is not strongl Customer service organization is not perfect.l Service facilities backward technology, inadequate quantityl Services are not standardized, business flow is not reasonable3.Project Design3.1 Customer service culture cons
35、truction-acustomer-centric service culture3.1.1 Adjusting the existing rules and regulationsRules and regulations of enterprise are interior agreed code and have the character of mandatory. During the service culture shaping process, we need to check which rules and regulations and customer oriented
36、 service culture contradiction and then adjust each other. As the management guru Peter Drucker has pointed out, we should adjust the regulations rather than the corporate culture. Because organizational adjustment rules is easier than adjustment of enterprise culture; for example, if the organizati
37、on culture emphasizes the equality provisions, it is obviously not suitable to retain some managers privileged system. It must be adjusted. In the course of the adjustment rules and regulations we should consider vested interest and psychology bear ability of the people and take careful steady manne
38、rs.3.1.2 Comprehensively improve the quality of staffsThe quality of company staffs is foundation of enterprise s quality. To improve the quality of staffs is the basic work of the construction of service culture. Low quality present situation makes that the enterprise culture construction effective
39、 can not get a positive measures response. And even it can be carried out, it often stays in low-level. Therefore To create a service culture, first we need to improve the quality of staffs.3.1.3 Improving the cultural networkThe practice of the enterprise culture shows that cultural networks can be
40、 applied to quickly transfer large amounts of information. it is the formation of enterprise culture that often plays an irreplaceable role in formal communication channels. Therefore attention should be paid to the role of network culture. For example, we should catch the important role of various
41、fraternities, interest groups to exchange information. In addition, we are also good at development and guidance of various special cultural net work, such as the association relationship, mentoring relationship. Enterprises should make full use of these channels spread of corporate values, promote
42、enterprise services of cultural formation and development.3.2 Customer service system platform construction-a call centerFujian Y water company call center systems general goal is to establish a unified customer oriented multimedia information integrated customer service platform. Using a unified se
43、rvice number access to realize the unity of the user service interface, unified hotline function and uniform water supply service standards. It also focus on water supply demands and provide customers with integrated services invisible window. After the completion of the call center, it will use tel
44、ecom management, internal to the company accepts the business process rationalization norms, improve the companys business efficiency and reduce human intervention. And the new call center will achieve a leading position in the industry. The system will work with existing business charge management
45、system, water meter system, pipeline GIS system and other systems integration and will share data. It provides a full range of water supply business consulting, query, help-seeking, complaints, repair, leakage reporting, advice and other services.3.2.1. After the completion of the call center system
46、 meet the following requirements(1) Unified numbers : to unify the number of the service access(2) Uniform interface: unified water supply between company and customer service interface(3) Unified function: unified water hotline essential service function(4) Unified standard for unified water hotlin
47、e: business management, business processing and the service quality system standard3.2.2. After the completion of the call center to realize the technology content(1) Configuration of 30 ISDNPRI digital relay access(2) Configuration of 6 SEATS (including 1monitor seats),10 IVR,4fax(3) The combinatio
48、n of database access to word processing(4) With automatic voice response and automatic facsimile transceiver ability(5) High call management capability(6) Business systems integration(7) Various types of equipment upgradingThe system provides 7 days*24hours uninterrupted service and fully integrated
49、 VOIP telephone function. Also the system supports IP data network connection, reliable technology and IP P terminal equipment, It can support full built-in Ethernet port with a built-in standard CSTA protocol which provides the CTI function and application. The system has high safety and reliability of 99.99% and can provide backup and fault-tolera
