Based On The Customer Satisfaction Of The SHY Service Strategy Research

As the communications industry unceasing competition and development, China’s telecommunications operators has experienced different stages of development and evolution. From the beginning of2009, the telecommunications industry has carried out the reform and reorganization, marking the communication operators into the whole business operation stage. After several years of exploration and practice, several major carriers around the network, terminal, service, service competition is intense with each passing day, and gradually began to adapt to the new competition pattern, strategy and tactics selection tends to be more rational, competitive price elasticity is less and less, the network’s competitive advantage is more and more obvious, the service competition is becoming operator communication one of the core competence.The period of all business operations, mobile communications industry as the main force, type of business more diversified, customers demand more diversification, competition is more complex, the customer service situation is more and more urgent, connotation is more rich, more and more important role. Mobile operators in the provision of traditional telecommunication service based on customer service, combined with the new situation and new requirements of new characteristics, to further accelerate the service transition pace, strengthen the integration of resources, increase service management innovation, to provide customers with convenient, content and the wisdom of the quality and efficient services. In this paper, in order to more fully from the customers’view, investigation and study of SHY customer service quality and satisfaction, thus put forward the pertinence service initiatives and strategies. The article consists of six parts, including introduction, theoretical basis, customer service impact analysis, construction quality management and service system, customer service initiatives and strategies, conclusion and prospect. Through the investigation, statistical analysis and empirical research method, influence on the quality of customer service and satisfaction the key factor to carry on the analysis, based on the service process analysis and the localization, find the service root and short board, and according to these problems, and puts forward the effective solutions and strategies. Hope that through improving the service quality, enhance customer satisfaction and service competitiveness, better maintain and develop stock market competitive advantage, to better compensate for network operations competitive disadvantage, to better promote the enterprise sustainable development.