2.① Standards for controlling customer service quality-"The established standards above180 reflect the acceptable service quality of service items such as complaint handling, credit card issuance, bill inquiry and reply, and account service fee agency."
(2) The implementation process of the service quality control plan.
(3) Control the positive role played by the implementation process in the corporate culture-"This plan makes the whole company pay attention to customer expectations. All departments are proud of their customer service record. In addition, every employee has contributed to improving customer service, which greatly improved the morale of employees. "
The purpose of control is to ensure that all activities in the organization are carried out according to the established plans and standards, so as to maximize the company's profits. The company sets the standard at an economically feasible level, which is more realistic and operable. First of all, any company has its own limitations, and this company is no exception. Due to the lack of resources, it is difficult for organizations to meet the setting of the highest control standards. Even if it can be barely satisfied, it will bring great pressure to the enterprise, so that it will pay too much attention to the implementation process of control, which will lead to the decline of the company's profits and have a negative effect on the corporate culture.