What are the customer service process analysis?

The customer service process has two aspects: vertical and horizontal. Vertical mainly refers to the arrangement of every basic step involved in service, and horizontal mainly refers to all aspects of customer service. According to this classification standard. The types of customer service processes can be divided into vertical processes and horizontal processes.

1. Vertical flow

Specifically, the vertical process of customer service can be divided into three types: service information process, service business process and service management process.

(1) service information flow

It refers to the process of investigating the actual customer service business from the perspective of information flow, mainly including the relationship between information flow process, information processing process and information storage.

(2) Service business process

The description of specific service operation steps is to explain the operational relationship between each step or the close relationship between the first two steps. In this process, it is necessary to optimize service quality, reduce service cost and control speed and risk.

(3) Service management process

It refers to the detailed and standardized process of service management, mainly aiming at the effective implementation and supervision of service information flow and service business flow. In this process, it is necessary to determine specific management objectives, design effective management processes and formulate effective management evaluation systems.

2. Horizontal process

The horizontal process of customer service mainly includes five types: customer product consultation acceptance process, customer satisfaction survey process, customer information and credit management process, customer complaint handling process and customer relationship management process:

(1) Customer product consultation acceptance process

It refers to the service process of receiving product information consulted by customers. High-quality customer product inquiry acceptance service can improve the output of products and establish and improve the overall image of enterprises. The customer product consultation acceptance process is shown in Figure 4.

Fig. 4 Flow chart of customer product consultation acceptance.

(2) Customer satisfaction survey process

The level of customer satisfaction is the decisive factor for the smooth development of customer service. In the customer satisfaction survey, we can find many places that need to be improved and improved in customer service. The process of customer satisfaction survey is shown in Figure 5.

Figure 5 Flow chart of customer satisfaction survey (3) Customer complaint handling flow

When customers are dissatisfied with products or services, they will complain by phone or other means. Whether the complaint is handled properly is directly related to whether the enterprise will lose a large number of customers and cause direct economic losses. The customer complaint handling process is shown in Figure 6.

Figure 6 Flow chart of customer complaint handling (4) Flow chart of customer relationship management

The main work of customer relationship management is to stabilize existing customers, save lost customers and expand new customers. Expand the target customer base as much as possible. The process of customer relationship management is shown in Figure 7.

Figure 7 Flow chart of customer relationship management