Research On VIP Customer Service And Management Of Beijing Mobile

China GSM digital telephone network since1995officially opened, after nearly20years of rapid development, the number of mobile communication users soared year after year. According to the half year report shows that of the three major domestic carriers, in2012the total number of users has more than one billion (1,046,000,000), still on top of the first in the world. Such a large number of users at the same time: China’s mobile communication has been matured from a period of rapid development.Evolved into the domestic mobile communications market duopoly Three Kingdoms already4years old, not to mention the country eyeing the outside foreign operators have been waiting to enter the Chinese market imprison lift, just from2008to2012, due to the market contender from two into three, the complexity of the market-competitive behavior, competition means diversity is endless.China Mobile is the first to provide mobile communications services in the domestic market operators play a first-mover advantage to become the largest firms in the industry, and holds the majority of the industry’s high-end customers. Beijing due to the unique positioning of its capital, the quantity and quality of the high-end customers is better than the other provinces and cities. Study how Beijing Mobile remain in the new competition with market share of first place, it is one of the main purpose of this study. Both outside competition or the needs of corporate earnings, sales and management of high-end customers are the top priority of the work of the Beijing Mobile, the high-end customer service and management is one of the most important aspects of customer service work.This article from reality, First, through literature review, service, service quality, customer satisfaction, and customer satisfaction index model to do a detailed review of this theory to analyze the Beijing Mobile the VIP customer satisfaction index improved model for the later model provides a theoretical basis; Secondly, the analysis of this paper the main object of study-the Beijing mobile high-end customer service management, profiling the Beijing mobile high-end customer service competitive trends and service management measures, and pointed out that Beijing the mobile carry out user satisfaction index to improve service quality, to win the significance of market competition; listed Beijing Mobile’s the2011-2012VIP customer satisfaction index evaluation results, a detailed analysis of the high-end customer base satisfaction indicators and service improvements, summed Beijing mobile deficiencies in the management of high-end customer service; then discover inadequacies in service management, put forward a set of practical operation of programs to improve the level of service management; Finally, this article summarizes pointed out in this article deficiencies and limitations.