Study Of Standardization Of Telecommunications Operators To Deal With Customer Complaints

In recent years, the customer complaints of telecommunications industry become the focus. The upward trend of the number and complexity of complaints is clearly. On the one hand, operators spend a lot of people, financial, and material resources. On the other hand, it has aroused great dissatisfaction of consumers. This paper attempts to use knowledge of management, combined with the author's practical work experience to study how to set up telecommunications enterprises standardization of complaint handling system to address the above contradictions. We can improve the efficiency of customer complaints to deal with, but also enhance customer satisfaction. In this paper, by studying the actual cases of H Provincial Mobile management of customer complaints, we can analysis the current state and refine the problems.I focus on six aspects, including standards, complaints classification, process design, organizational structure and functions of the design of positioning, optimizing the allocation of resources, improvement of internal management system. I explore and sum up how to design the standardization of handling consumers complaints in the telecommunications business.I hope this paper should provide some practical guiding significance of the theoretical basis and methods of work,for the improvement of handling customers complaints of China's telecommunications enterprises.