The Research Of Anshan Mobile Company's Group Customer Service's Problems And Solutions

Group customers has always been the most intense areas of the telecom market's competition.After a new round of telecom restructuring,the Chinese three major telecom operators have formed the round new competition pattern, which is making the Group's customer market toward full service and more competitive.In the new market of Group customers, China Mobile have gone a step later than the competitors in the "fixed". In order to enhance China Mobile Group's full range of customer market competitiveness, the author studied the Anshan Mobile Company of China Mobile Communications Group Co., Ltd., Liaoning Branch as the research object to study its problems and solutions.The study foucs on the new business, combined with the many years of support work experience and use the literature study method as the major study method.Firstly the paper described the concepts associated with research and the basic theory and described the four new business which Anshan Mobile Company Group's customer service is facing and their characteristics. Under the base of the analyzes of Anshan Mobile's status of the Group customer service, pointed out the problems of the Group's four customer service,and pointed the ideas to solve these problems. Establishing a comprehensive customer service support system is a way to completely solve the problem, the study firstly builded a four-point support system principles, then used the four principles as the base to constructe the Group's customer service support system from organizational structure, work processes, support system software. Lastly,the study pointed out the notes of construction and implementation to establishing a comprehensive customer service support system,it has some pratical significance to actual operation.