A Research Mobile Marketing Center Customer Service Management System Optimization For Licheng District Of Quanzhou City

Customer service management has become the core strategy to improve the market competitiveness of enterprises.Enterprises through the customer to improve the quality of service,improve customer satisfaction,strengthen enterprise management,enhance the core competitiveness of enterprises.As one of China's three major telecom operators,the importance of customer service management is very important.Licheng mobile marketing center service capacity has improved in recent years,but there are still many problems,outstanding performance in the local complaint rate and the high rate of cross complaint,channel service quality,complaints.This paper is based on customer service management theory as the foundation,with the customers of Licheng mobile marketing center service management system as the research object,through the analysis of Licheng mobile expectations shift marketing center mobile customer service management system of the status quo and existing problems,as well as regional customer service perception gap,put forward some innovative measures in the service innovation of mobile operators combined with the actual situation of mobile and other telecom operators service strategy,service behavior.Through the effective implementation of the customer service strategy,the whole process of customer service management is committed to improving customer value,will make the service short board indicators have improved,can improve customer satisfaction.This paper argues that,in order to optimize the Licheng marketing center customer service management system,we should optimize the design ideas,good corporate positioning,customer service around the theme,do the online customer service,to carry out campaigns and maintenance activities to attract customers through product strategy,strategy,strategy,strategy to make language content construction.Finally to improve the level of employee service.The research of this paper has certain practical significance for domestic telecom enterprises to cope with the increasingly serious domestic market.