Optimization Of Customer Service Management System Of S City Telecom

Customer service is critical for telecom operators. From a broader perspective, telecomoperators is the communications service providers, telecommunications business is actually aprocess of telecom operators to provide telecommunications services. Telecom operators in theeffective management during service operations split into two management modules ofbusiness product marketing and customer service management. With since2008Fourthrestructuring of the telecommunications industry, the scope of business between the threeoperators the Product Type increasingly overlap, either fixed-line or mobile networkconsumers can "shop around", choose the best quality operator. Since early2010, thetelecommunications industry, the number of new subscribers is gradually reduced, the markethas become increasingly saturated, the three operators are starting to focus on the holdings ofexisting customers in order to compete for market share, customer service as an importantmeans of stock ownership, from behind the scenes gradually toward the front desk, customerservice levels, competition has become the focus of competition of the three major telecomoperators in the future.In this paper, I engaged in telecom customer service management is based, according tothe China Telecommunications Corporation’s service transformation strategy, S City Telecomcustomer service management system for research. From the customer service system formarketing, delivery, service three service operators module standard of service development,service process inspection supervision, follow-up services deal with the problem so the wholeprocess of inquiry service management. And through the internal operation and managementanalysis, internal staff interviews, customer service satisfaction survey, etc., to explore S CityTelecom customer service management system problems. Drawing on the same industry andother provinces outstanding company’s customer service management experience, madearound the service capacity building, through the improvement of business processes, enhanceservice standards and monitoring methods such as optimization suggestions for improvement.Great importance to the quality of customer service environment in the current globaltelecom operators, by studying the customer service management system optimizationstrategies, domestic operators how to improve the level of customer service managementanalysis to deal with the increasingly severe competition in the domestic market for domestictelecommunications enterprises, as well as the challenges brought by WTO provides a useful exploration. Especially the analysis of customer service risk the front management processesand norms, telecom operators effectively control the risk of service, and effectively improvethe level of service and customer satisfaction has a certain practical significance.