基于航空装备保障特性的客服文化应用发展

Application and Development of Customer Service Culture Based on the Characteristics of Aviation Equipment Support

航空装备保障客户服务文化是在新时代强军思想下，企业向高质量、高效率转变过程中产生的子文化。它是售后服务业中使命、愿景、价值观、行为准则等要素的总和，包括客服保障条件等“硬文化”和制度文化、观念文化、行为文化等“软文化”。以航空工业昌飞公司为例，从顶层策划、总结提炼、宣传推广、教育培养、管理塑造、感悟内化、量化考评等七个步骤，阐述了应如何推进航空装备客服文化建设，并介绍了成功构建客服文化的作用。

The Customer service culture of aviation equipment support is a sub-culture emerged in the process of the transformation of enterprises to high quality and efficiency under the ideology of strengthening the army force in the new era. It is the sum of mission, vision, value and code of conduct in after-sales service business. It not only includes visible ＂hard culture＂, such as customer service guarantee conditions, and also ＂soft culture＂ such as system culture, concept culture and behavior culture. Take the AVIC Changhe Aircraft Industry （Group） Corporation Ltd. as an example. The recommendations on customer service culture construction of avi- ation equipment from the seven aspects, which are top floor planning, summarizes refining, promotion, education training, management, shaping and internalization and quantitative evaluation are put forward. In the thesis, not only the application of promoting the construction of customer service culture of aviation equipment sup- port is studied, but also the function of successful construction of customer service culture is introduced.