Quality Management in the Customer Service Process

Abstract

The article pays particular attention to the importance of appropriate customer segmentation in the quality management of the customer service process. Detailed analysis of the changes of customer's expectations can be conducted on the basis of assumptions of customer's life cycle, understood as the stages of customer's purchasing activity. Several concepts related to this issue have been introduced in the literature of the subject: Customer Relationship Life Cycle (CRLC), Customer's Activity Cycle (CLAN), The Relationship Life Cycle (RLC). Studies were carried out in three stages: Stage 1: interviews on company's activities, employees, customers, customer service process. Stage 2: analysis and evaluation of internal documentation of enterprises, including customer service contracts, procedures, and instructions for customer service. Stage 3: confronting the opinions of respondents (I and II) with their customers' opinions on the quality of services provided by the company and the risks identified in the course of the customer service process. The research section provides a proposal of customer segmentation prepared on the basis of a case study of three manufacturing companies from the construction industry and three groups of packages of actions that can be undertaken within the framework of customer target groups were prepared.