2009中国最佳呼叫中心管理人：周文波

客户世界 | 2015年7月13日 | 文库 | 评论已关闭 | 1185

客户世界||2009-09-15

周文波：一汽-大众销售有限责任公司市场与战略客户关系管理部

获奖介绍：

周文波，吉林工业大学发动机硕士，自1991年起，先后在一汽－大众公司负责大众品牌售后服务部、区域部、奥迪品牌售后服务部、备件部工作，2006年起任客户关怀部部长，2009年任市场与战略客户关系管理部部长。从事客户服务工作以来，将汽车行业的客户关系管理理念进行了广泛的推广与传播。从整个服务的角度来理解客户服务，不断开拓视野，拓展客户服务的新业务，将本部门的工作融入到销售、市场、售后等一线工作中去；同时，在各项工作中进行精细化管理，以严格的流程和监控来保证工作的顺利开展。使得客户关怀中心的工作赢得了公司及领导的认可，更进一步提高了客户的满意度和忠诚度。

周文波先生在一汽-大众汽车有限公司的服务系列工作多年，先后在大众品牌售后服务、奥迪售后服务部及备件部工作，对客户服务有较深的理解，在工作中积累了丰富的经验且表现杰出，根据J.D.POWER调研结果显示，奥迪品牌用户满意度在国内名列前茅，其领先的服务营销理念得到公司领导及同仁的一致好评。周文波先生在客户关怀中心工作期间，以其先进的服务理念及营销方法带领一汽－大众呼叫中心不断发展，以大服务的理念和角度引导客户服务的工作，不断拓展客户服务的服务范畴，并在深度上追求精细化，使一汽-大众的客户服务走向客户关怀。

Brief introduction of the Winning Units:

Wenbo Zhou ， Jilin University of Technology Master of engine, since 1991, he has the FAW-Volkswagen brand after-sales service for the public, the regional Department of the Ministry of the Audi brand after-sales service and spare parts work of the Department, in 2006, he was appointed Minister of customer care, in 2009,he was appointed Minister of the market & strategy customer relationship management .Customer service work since，Will the auto industry of customer relationship management concept for a wide range of promotional and dissemination. The whole service from the perspective of understanding customers, broaden their horizons and expand its service to customers new services to the department’s work into sales, marketing, sale and other work to the forefront; At the same time, all work for meticulous management, and strict monitoring process to ensure that the work smoothly. Make customer care centers in the company won approval from the leadership and further increase customer satisfaction and loyalty.

Mr. Zhou wave in the FAW-Volkswagen Automotive Co. suite of services for many years and has worked for the VW brand after-sales service, the Ministry of Audi after-sales service and spare parts for the Department of customer service have deeper understanding, the work has accumulated a wealth of experience in the outstanding performance, according to J. D. Power Findings show that the Audi brand customer satisfaction among the best in China, a leading marketing services company’s concept of leadership and their colleagues from the Chamber. Mr. Zhou wave in customer care center, its advanced service concept and marketing methods lead FAW-Volkswagen customer service center development, and a large service and the concept of customer service perspective to guide the work, and continue to expand customer service areas of service and in depth pursuit of refinement, so FAW-Volkswagen’s customer service to customer care.

评审单位：

工业和信息化部软件与集成电路促进中心（CSIP）
客户世界机构(CCMWorld Group)
呼叫中心能力成熟度模型国际标准组织（CC-CMM）
中国软件与信息服务外包产业联盟（CSA）

2009年9月

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