【毕业论文】关于客户技术服务的论文.doc

关于客户技术服务的论文 目 录 摘 要 I Abstract II 引 言 1 1 客户技术服务概述 2 1.1 售前及售后技术服务概念 2 1.2 售前及售后技术服务特点和功能 2 2 直真信通公司技术服务现状及管理问题分析 3 2.1 直真信通公司客户技术服务现状 3 2.2 直真信通公司客户技术服务管理问题及分析 4 3 直真信通公司客户技术服务管理改进 6 3.1 服务分为售前售后 7 3.2 制定技术服务流程 7 3.3 强化服务人员培训 8 3.4 开展客户技术培训 9 结 束 语 11 参 考 文 献 12 致 谢 13 摘 要 在产业化的今天，在讲究规模经济和效率经济的社会模式下，产品被快速的生产出来，然后被快速地销售到用户手里。而用户也在社会环境的影响下，把产品说明书扔到了一边，遇到了问题，一个电话或一封电子邮件或其它方式，马上联系到生产商，生产商就要为用户解决用户不理解的问题，而不管这个问题是否在产品说明书中说明了。于是技术服务的地位越来越突出，作用也越来越重要。根据在技术进程中的位置不同，技术服务可以分为售前技术服务、售后技术服务两个方面。它们在产品的销售中扮演着不同的角色，各自发挥着不同的重要作用。本文探讨了北京直真信通公司在客户技术服务方面存在着服务流程管理不完善，技术服务人员管理不合理，客户的个性化需求不能满足的问题，经过对问题的分析和研究，对公司客户技术服务方面的缺失制定了一系列的措施，包括将技术服务分为售前和售后，制定统一的技术服务流程，强化服务人员统一培训，开展针对客户的技术培训。希望今后北京直真信通公司在客户技术服务方面做到最好。 关键词:客户技术服务 售前售后技术服务 技术服务流程 Abstract In the industry today, with the social model of economies of scale and efficiency in the economy, the products are produced quickly, then quickly sold to the user. The user is also under the influence of social environment, they put the product specification in abeyance, when the user has encountered a problem, they will make a call or sent an e-mail or something else, reaching the production immediately. The manufacturers have to help the user solve the problem which can be solved by the users themselves, regardless of whether the issue is described in the product specification. So the status of technical services is playing a more and more prominent role and it has become increasingly important. According to the position in the technical process, the technical services can be divided into pre-service, after-sales service. They play a different role in the sale of their products and each of them has different function. This paper discusses the Beijing zhizhenxintong technical ICT has many problems in the aspect of technical services, such as process management is not perfect, technical service personnel management is not reasonable, individual needs of customers can not be met. After the problem analysis and research on issues of