Comparative Study Of China-Vietnam Telecommunications Industry Customer Service Management

Along with the global economic development, utility theory has great changes have taken place, consumers are increasingly concerned about the quality of their products and consumers. So as the competition between mobile companies is more and more fierce competition, mobile companies want to absorb new customers maintain old customers, you must have a complete customer service management.Related theory, this paper expounds the customer service management for China mobile group company and Vietnam telecom companies as the research object, analyzes the two companies customer service management, customer service characteristic and the present situation of customer service. For two companies in the personnel of the service management personnel quality requirements, training, performance evaluation, etc, carried on the thorough analysis; China mobile company and Vietnam telecom company is analyzed the elements of customer service management, combing the two companies in the process of customer service product information, through to the company’s customer satisfaction and loyalty to prove effect of customer service. Through quantitative and qualitative analysis of the two countries of the telecommunications industry customer service management way, management behavior, and to identify the reasons of the telecom industry management service difference between the two countries, this article research results to China mobile company and Vietnam telecom company enhance the level of customer service management has a value, can also be used to improve the level of customer service management in the telecommunications industry for reference.