Research On Customer Complaint Management Of K Telecom Company

With the rapid developmentof the telecommunication industry,the number of customers has increased sharply,and the types of business are various.In addition,after several reorganizations,the three major operators' network resources,enterprise scale,business type and full-service operation capability have been very close.The number of customer complaints has also increased rapidly.With the intensified market competition and the transformation of operation mode,the importance of customer service have been mentioned to an unprecedented height.Customer complaint management,as the most important part of customer service in the telecommunication industry,plays an important role in improving service quality,enhancing customer satisfaction and maintaining regular customers.Improving customer complaint management will enable enterprises to gain uniquely core competitiveness in long-term development and remain invincible in market competition.In order to entirety improve the customer complaint management of K Telecom and resolve the existing problems in customer complaint management,this article bases on the domestic and international theoretical research about customer complaint,customer experience management,customer satisfaction theory and service quality gap model,and proceeds from the types of complaints,complaint channels,the overall complaints,key customer complaints,complaint handling efficiency,the supporting structure of complaint processing,complaint handling process and existing problems to analyse the basic situation of customer complaints in Kunming Telecom.This research finds that there are many problems in customer complaint management of Kunming Telecom,such as large number of customer complaints,poor customer complaint processing process,long processing time for customer complaints,and unsatisfactory handling effect of customer complaints.Aiming at the existing problems,this article puts forward a systematic improvement countermeasure.On the basis of theoretical research and the actual situation of customer complaint management in Kunming Telecom,this article studies how to reduce the amount of customer complaints and improve the customer complaint management,hoping to provide some reference for the company to improve its service quality.