Customer Service Research Of CTC Inner Mongolia Branch

With the social development and progress in living standards, more and more people began to enjoy varied communication services. Meanwhile, operators have launched wonderful value-added services on its 3G network. In an increasingly competitive environment, customer service must be the key issue of the three operators.China Telecom Inner Mongolia branch have been met many problems in customer service field, it's an important challenge to solve these problems effectively. This paper would focus on the issue and try to give some suggestions based on the related research.The first chapter of the paper describes the status of customer service in the background of full service operation and explained the purpose and significance of this paper. The second chapter focuses on several characteristics of telecom customer service, and then discusses a few research methods like process through, events etc. The third chapter analyzed the major problems of Inner Mongolia branch by use the 5-GAP model and other tools.The following chapter proposed customer service strategy of Inner Mongolia branch, and then set out a road map to achieve the target.