The card division of a US credit card company recognized how important high-quality customer service is. Customer service not only affects a company's reputation, but is also closely related to its profits. For example, every day a credit card is delivered to a customer, the company will have a net profit of US$1.4 million, and the company will have a net profit of 1.4 million U.S. dollars. Delivering it to customers is an important factor in the quality of customer service. Vice President Casey Parker brought it up. "For some time, we have been dissatisfied with the traditional way of evaluating customer service," she said.

Reports to management were skewed because they rarely included customers who had problems but did not complain. Or those customers who are just barely satisfied with the company's service. Cardholders expect timeliness, accuracy and responsiveness. Receive bills on time, handle address changes quickly, take action to resolve complaints.

Understanding customer expectations, the company's quality assurance staff began to establish standards to control the quality of customer service. The more than 180 standards established reflected such things as Acceptable service quality for services such as application processing, credit card issuance, bill inquiry response and account service fee agency are based on the timeliness, accuracy and responsiveness of the service that users expect, but also take into account other aspects.

In addition to customer insights, service quality standards also reflect the company's competitiveness, capabilities and some economic factors. _Hot:

Some are affected by the organization's current processing capabilities. Standards reflect the economic system. Appropriate standards are formed, so a plan to control service quality begins.

1. The company controls customer service. Quality planning occurs before the actual work begins and is future-oriented, so it is feedforward control

2. ① Standards for controlling customer service quality - "The more than 180 standards established reflect this. Acceptable service quality for services such as grievance handling, credit card issuance, bill inquiry response and account service fee agency. "

②The implementation process of the plan to control service quality.

③The positive role of the control implementation process in corporate culture - "This plan makes the entire company focus on customer expectations . Each department prides itself on its customer service record. And every employee contributes to improved customer service, boosting employee morale. ”

3. The purpose of control is to ensure that all activities in the organization are carried out according to established plans and standards, so as to maximize the company’s profits. It is more realistic and feasible for the company to set standards at an economically feasible level. Have higher operability. First of all, any company has its own limitations, and this company is no exception. The organization's own insufficient resources will make it difficult to meet the highest control standards, even if it can barely meet it, it will bring consequences to the enterprise. There is so much pressure that the company pays too much attention to the implementation process, resulting in a decline in company profits and a negative impact on corporate culture.