Study Of Customer Touch Point Management Of Window Service

China’s mobile communications industry is growing at unprecedented pace, attracting the worldwide attention. So far, our network scale and the number of customers rank first in the world. The mobile communications industry has become the basic and leading industry in national economy. And it provides widely information services for national economic construction and social development.As the arrival of full-service mode of competition, the communications industry become more competitive and face the change from the scale to quality, from price to service, from the network to the entire ecosystem, and the competition has demonstrated a wide range and a full range of features. Fierce market environment requires enterprises to change the angle, the angle from the outside to re-examine a customer service quality continues to improve, from the stand to improve management efficiency within the perspective of achieving "full services and internal services".Basing on the needs of the quality of service halls and the standardization service, this paper analysis the Peak-End critical moment in the service process between customers and service hall.It aims to explore the customer’s requirements by using the characteristics of qualitative analysis with quantitative analysis method and combining with communication industry’s own operation management and service features.At the same time, customer core needs as a starting point to find customer touch point management, the essence, promote the window service from good to great evolution; the same time, with the service blueprint technology to effectively improve the functions of the Admin on-line service support work to develop Service hall service guidelines and critical assessment of standard time, and gradually form a service business of the Office of the Province, a new model of service, service hall services of the Office to enhance service efficiency and effectiveness, improve service levels.