Optimize The Design And Implementation Of Gausu Unicom Customer Service System

With the accelerated pace of internationalization of the telecommunications market, causing the increasingly high level of homogenization of the telecommunications market. The market is experiencing a shift from a seller’s market to a buyer’s and customer service as center concept has been slow slowly into the minds of our consumers, especially after China’s accession to the WTO and economic restructuring have been further deepened, consumers affected by the impact of the major international brand, so putting forward higher requirements on the service.Therefore, services competition will become a core area for future competition. Different from other industries, the using of telecommunications products is the process of providing services, and so the optimization of customer service is of great significance in terms of communication corporate development.This study has the significance of two aspects of the following:Firstly, supporting by the theory of customer service, research on the problems of Gansu Unicom’s customer service system and compared with other enterprises in the same industry on the basis of research to find myself businesses inadequate; on the basis of the analysis of existing customer service system to optimize customer service system program. According to the principle of " differentiated services, the service concept.This paper propose the establishment of the concept of the internal management structure of the system as the core customer and optimize the existing organizational functions, establish channels of customer-centric, advocacy services in Gansu Unicom in the implementation of price to value chain management as the core customer service system to slove the problem of "Bottleneck" in the customer service and enhance customer service levels and core competitiveness of Gansu Unicom.