The Research To Improve The Level Of Customer Service Strategy In Fujian Province Unicom

Along with the increasing competition in the communications industry, monopoly in communication indust ry does not exist, the communication between enterprise customer dispute war become one of the key factors for survival of the mark et. At present, China’s telecommunications industry competition has completely changed from the traditional "product com petition" transfer "customer com petition", so to provide customers with high quality service to become the focus of competition among communication enterprises. Customer service is the enterprise integration of enterprise human resources, enterprise information technology and business pr ocess implementation, enterprises to provide maximum efficiency with minimum cost for the customer activities is beneficial to the enterprise to seize the market, gain market competitiveness.In this paper, Fujian Branch of Ch ina Unicom as the research object, closely integrated comm unications industry characteristics, in-depth analysis of Fujian Unico m market environment faced by Fujian Unicom branch and stage indust ry-standard situation, Fujian Unicom branch communications for customers conduct research service status quo, for the Fujian branch of China Unicom customer service problem s raised two build a strong service support capability, focusing on "upgrading the operating room service" activities, hotline service and co mplaint handling capacity of the system to support capacity and human resources support, smart navigation services in three areas to improve customer servi ce window leading service capabilities, d eepen the construction of lar ge service system operations, new busine ss service evaluation system of the whole process, the front-li ne service personnel evaluation syst em, value-added service short-board im provements and tar gets to achieve closed-loop circulation ticket, IT, transparent and all-channel customer contact point information proc essing services to achieve fine QOS si x areas that the whole lif e cycle of group customer service system, the Group’s customer service hotline dedi cated support platform, operating system group customers exclusive customer service m onitoring and evaluation mechanism and corporate customers grading service hotli ne customer-specific implementation plan for the Group operates in five areas to create a standardized corporate customers exclusive services.