Analysis Of Improving The Quality Of Telecom Customer Service

ABSTRACT:Along with the continuous development in China's telecommunications market over the last ten years, the competition among major carriers is getting increasingly fierce. The telecom enterprises, after disorderly market competition, have undergone some changes in their competitions. In terms of ways, they shifted from product competition, price competition to service-based, brand and business innovation competition; and in terms of goals, they turned from the simple expansion of the user amount to the expansion of user amount as well as the focus of the relationship within the group clients.In this context, how to improve the quality of customer service becomes increasingly important. First, the paper describes the changes in the telecommunications industry and market changes in the competitive environment of telecommunications customer service, describe the customer service problems, proposed the establishment of customer-oriented service system, and from the service concept, customer relationship management, internal management, process management, and many other aspects of how to improve the capacity of operator services were discussed, focusing on internal management and process management, proposed to improve the quality of customer service strategies, and how to use the existing conditions of limited resources to improve customer satisfaction were analyzed.