Mobile communications services- focus on details can be better.doc

 PAGE \* MERGEFORMAT 4 Mobile communications services: focus on details can be better At present, the mobile communications market increasingly competitive, mobile and China Unicom are the two major operators of mobile communications in all the various business levels in an intense battle. In order to attract more users, the two operators to enhance customer service, increase customer satisfaction aspect a lot of effort. According to the author from the user’s experience and research in the field of mobile communications found in the mobile communications services in the details of a lot of work can be done, although these seem small things, but for some user groups, the impact is huge. The following are some small examples: 1, service hotline put-through rate lower. The current Mobile and China Unicom have a service hotline, and is designed for the user query tariffs and business, but at present the hotline call completing rate is not high, but there is also dropped the case after switching, hotline gives the user the feeling is to facilitate the and fast sex, it is understood, the user can tolerate the waiting time is very short, within 30 seconds if the hotline has not yet connected, the user will feel very dissatisfied. Therefore, operators should try to find some effective ways to improve service hotline network quality, increasing call termination rates, thus reducing the negative feelings. 2, text messaging interoperability problems. Mobile and China Unicom from May 2002 was finally shook hands, so that they can SMS interconnection, but when the user is not in use as their own net to send the user so freely, there are users that are often sent by China Unicom to mobile text messaging, the next day received, affecting the exchange of each other, allowing users to feel more bad. In fact, the two operators on a regular basis to make some interoperability tests and found the problem, eliminating the network interconnection instability to promote bilater