A Research On Customer Service Quality Control Of A Telecom Company

With the further development of full-service operation, the three operators with differentbusiness combinations have to be an attacker as well as a defender at the same time invarious market segments, fiercely competing for customers. On the premise of more obviousproduct homogenization driven by full-service business, the three operators can highlighttheir own competitive advantages in very little fields, one of which is customer service. Insuch an environment, the customer service quality has become the key point to win customer.Taking A telecom company as the research object, first, this paper will give anintroduction of service quality evaluation and quality control theory, analyze environment ofA company, key service contacting point of customer lifecycle, and demonstrate thepracticality of five attributes of SERVQUALQOS service quality model.Second, based on key service contacting point of customer lifecycle and combined withthe five attributes of SERVQUALQOS service quality model: tangible, reliability,responsiveness, assurance, empathy, this paper will build an index system to evaluate thecustomer service quality of A company. In the light of the new index system, this paper willscreen and empower for the initial indicator system through combing Analytic HierarchyProcess and Principal Component Analysis, and ultimately come to a set of customer servicequality evaluation index system.Third, this paper will make an application idea of index system and draw the evaluationresult through inputting monthly index data into the evaluation index system. Then accordingto the monthly evaluation score and combing the quality control theory, this paper willformulate controlling chart of five attributes of SERVQUAL model. Besides, it will judgewhether the customer service quality is normal or not by the change of controlling chart andmonthly evaluation results. If discovering abnormality, it should find out the problemsaccording to key service contacting point and service control area and timely feedback to therelevant departments so that A company can notice the shortcoming of customer service andprovide scientific basis for improving customer service quality.Generally speaking, this research formulates a customer service quality controllingsystem which fits A company, based on the current situation of customer service of Acompany and practical needs and relying on the mature theory and combining the actualsituation. This will provide a reference for A company to improve customer service qualityand at the same time it also have a certain reference value to improve the customer servicequality of our country’s communication operators.