| With the development of communication technology and related business,the competition between the three operators becoming fiercer.In 2008 three operators have been received fixed and mobile licence,start the entire business operations.At the end of 2013,three big operators have got 4G licences,business between operators already homogeneity,only service that can reflect the differences.As service-oriented enterprises,China Telecom must change the traditional sales centered concept,and adhere to the user as the center,in the premise of ensuring the basic capacity of communication services,enhance staff professional level,increase the differentiation and characteristic service,improve customer service quality,improve customer satisfaction and loyalty,always consider user perception,really implement the "customer first,service whole-heartedly" business philosophy,let the user can truely feel the telecom service quality improvement.Only in this way,China Telecom can survive in the increasingly fierce competition development.This paper analysis problems existing in service quality management of Changzhi Telecom branch,combined the channel users reflect problems,taking into account the various aspects of user experience,to ISO9001 quality management system and service quality gap model as the basis,constructs the customer service quality management system of Changzhi telecom branch.The application of PDCA total quality management approach,the mysterious customer survey method and other research methods,divided into the business hall service quality management,complaints service quality management,installation and maintenance service quality management,and other service quality management four aspects to put forword measures to improve the service quality of Changzhi telecom branch and applied to practice,through the operation of the service quality management system of Changzhi branch,improve the current problems of service quality and through the operation of service quality management system to find new problems,to develop appropriate measures to improve the quality of service management system,and ultimately achieve the service quality of Changzhi branch improved continuously.For the development of changzhi telecom branch,it has very important theoretical and practical significance,and laid a good foundation for the sustainable development of the company.The innovation result of this paper is to analyze the existing problems in service quality management of Changzhi telecom branch,and to construct the service quality management system of Changzhi telecom branch in combination with user contact.The focus and difficulty of this paper is through constructed service quality management system of Changzhi telecom branch,and to systematically analyze the contents of service quality management,to refine the specific contents,and to use the appropriate quality service management method to analyze,And finally put forward specific measures to improve the quality of service.Through the continuous ladder cycle of PDCA's overall quality improvement method,to improve the service quality management level of Changzhi telecom branch and customer satisfaction.In addition,this article also do a detailed elaboration telecommunications company online channel application and recommended way on the current.In the Internet age,with the rapid development of information technology,all kinds of online channel applications will be more popular,users can handle the business at home.Increase the user self-help channel guide and help the user's handle business self-help,promote self-help channels,develop user self-help habits,not only can save the user's waiting time,but also effectively enhance the user's perception.The improvement measures and methods of service quality management proposed by this paper have certain effect on improving the service quality of Changzhi Telecom branch,and can also provide reference for other companies in the same industry to help improve customer satisfaction and overall service level. |
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