The Study On YD Company’s Customer Service System

Nowadays the communication industry is restructured and the3G license isreleased that make the competition of communication industry more and moreintense,2at that time the customer scale tends to stabilize, so the original extensivemanagement couldn’t adapt for the current market environment. The style ofcompetition is from the product as the center to the customer requirement as thecenter. How to dig into the potentiality and improve service quality for thecustomers becomes the important problem to be resolved. As for thecommunication industry,"Service Competition" era has come. We need to set upcorrect concept of customer service, strengthen the communication with customersand provide effective services.“Customer-based and Service-oriented” is theoperation principle of YD Company. The writer wants to take the six principles ofservice quality system construction as the basic theory, take the “sevenPs”marketing tool as the main clue and take the customer communication status asthe research object to dig out the problems from the customer service andcommunication and insight into the cause of the service and communicationobstacles.