Management Mechanism YL Company Customer Complaints

In2008, China’s telecommunications industry restructuring to China Telecom and China Mobile and China Unicom, a situation that this restructuring of the industry means that the telecom market has entered the era of full competition. With the rapid development of society and the changing environment and the objective requirements of the market, competition among enterprises in the final analysis is that the service competition. Service competition has become one of the important concepts of the modern enterprise management."Customer-centered", improve customer satisfaction and deepen customer relationships, which can improve the competitiveness of enterprises in the brutal market. Communications operators as a service-oriented enterprises, in order to enhance the enterprise communications market share, good handling of customer complaints, and thus improve customer satisfaction has become one of the priorities of the three communications operators. In this article, the author combines practical work experience and apply the theories of knowledge, YL company background, customer complaints management situation analysis, customer relationship management theory, customer satisfaction theory to explore how to build a customer complaint management system and take effective measures to further enhance the management of customer complaints, YL company is truly customer-focused and improve customer perception.