九江电信客户服务管理体系探讨.pdfVIP

要 随着我国电信业得到迅速发展，电信服务市场由垄断型逐步变为开放竞争型。 在竞争性市场上，一个企业要想生存、发展并在竞争中获胜就必须具备 “竞争优 势”。更好的服务更能体现竞争优势。在当今竞争日益激烈的电信运营环境下，越 来越多的电信企业开始通过实施客户服务管理来保持和赢得更多的有价值的客 户，进而提高客户的忠诚度、满意度以及降低企业经营成本；因此，要提高电信 运营企业竞争力、变生产中心为客户中心从而提高企业利润，实施服务运营系统 的改善是必然的选择。 目前，九江电信也面临激烈地市场竞争，实施客户服务管理来保持和赢得更 多的有价值的客户，进而提高客户的忠诚度、满意度以及降低企业经营成本是实 现企业发展的必由之路。但是，当前九江电信在客户服务领域存在着一些不尽人 意的问 ：用户抱怨与投诉屡见不鲜，特别是在电话和宽带的装移修服务与话 领域；客户服务管理不到位，有些制度还流于形式。本文就九江电信目前客户服 务体系进行了系统的研究，以期在提升九江电信客户服务水平方面作出一定的探 索。 关键词： 客户服务 管理 九江电信 1 Abstract As the development of Chinese socialistic market economy and the establishment of Chinese modern enterprises systems, The stucture of Chinese Telecom industry has modified from monopolization to competition. Customer service is becoming an outstanding problem of modern enterprises operation management. And it is also a weak link in the practice. A corporation will survive if it pay enough pattion to customer survice, faing so much pressure of competition. So it is the right way to actualize costumer service management for promoting corpartions ability of competition and gaining more revenue. Jiuj iang Telecom industry have developed fast in recent years,but as to customer service it still faces so many problems. we still face so much costumer s complain about our service,especially in installing and removing the phone and netrwork. Some service rules are just rules on paper, few people care about obeying them. Here according to the practical situation, Jiuji ang Telecom Cos customer service were analyzed and researched systematically. After analyzing customer service theories, Jiuj iang Telecom Co customer service were analyzed detailedly, problems were found. So Jiuj iang Telecom Co should improve customer service , so a