In the era of service economy, more and more enterprises begin to realize that in order to become a winner in the market, strengthening the creativity and R & D of goods is the basic operation, and high-quality service level will gradually become an important competitiveness for enterprise development.
Only when the customer service is in place can we create the best growth space and the greatest benefits for the enterprise.
Service certification evaluation is the measurement and evaluation of service quality, which mainly evaluates the characteristics of services, such as functionality, safety, timeliness, comfort, etc. while service quality is mainly perceived by consumers or customers, which is a subjective quality. The measurement and evaluation of this point is a very complex matter. Therefore, we should grasp its key, that is, focusing on the basic characteristics of service, such as invisibility, simultaneity, heterogeneity and non storage. Use scientific statistical technology model to build measurable key characteristics (indicators) of specific services to evaluate customer satisfaction, and select the certification mode based on service experience to evaluate with star service standards. It is mainly based on relevant national, industrial and local laws and regulations, industry practices, national certification and accreditation standards and regulations of certification institutions. Service certification is a dynamic process. It will change with the customer's requirements for service quality, and the required standards should be able to put forward corresponding service commitments. Through consulting and customer satisfaction surveys, service providers can constantly review their service level and make necessary improvements and improvements. The results of service certification can be used for the marketing and promotion of enterprise service products. Relying on the credibility of certification institutions, the market integrity of service products can be increased and enterprise performance can be improved.
As one of the important fields of service certification, production service certification based on fees or contracts is mainly aimed at putting forward requirements for service institutions, service personnel, service environment, service equipment and facilities, service supplies, service provision, and continuous improvement. Service institutions continuously improve their service quality and ensure customer satisfaction based on meeting the requirements of relevant national laws and regulations.
Production service certification based on fees or contracts focuses on the legality and compliance of service providers, the satisfaction of service content with contractual requirements, the professionalism of service personnel, and the consistency and effectiveness of service delivery, as well as customer satisfaction. It aims to meet regulatory requirements and customer needs through certification means, and enhance the brand image of service institutions.
○ GB / T 19012-2008 quality management customer satisfaction organization complaint handling Guide
○ Demonstrate the company's industry-wide service leadership across the country;
○ Meet the qualification requirements for bidding and government procurement activities of large enterprises and institutions;
○ Ensure that the service capacity of the enterprise meets national standards, and strengthen the service management level and service capacity;
○ Continuously improve the service, improve the service system, establish a good after-sales service reputation, continuously improve the service quality, and enhance the continuous revenue of the service profit chain.
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Email：noa@noagroup.com
