The Study About Service Strategy Of China Mobile Service Center Based On Customer Perception

In recent years,as the great changes in the domestic telecom market,the competitions among telecomenter prises have become more and more fierce.Therefore,maintaining the customers' resources,increasing the customers' perceive value and strengthening the loyalty of customers are the important ways for telecomenter prises to maintain customers and increase revenues.To face a seriesof challenges such as the diversified businesses,the fierce competitions of telecom industry and many different customers,Tianjin mobile customer call center,which is the core to serve the customers,have to optimize the service system constantly,improve the measures to serve the customers and future increasethe customers' loyalty.First,the paper is mainly elaborates the researching background,the researching goal and points out that service competition is the mainly competition between telecom markets.Based on the last part,it elaborates the concepts and the relationship between service,customer satisfaction index and other correlatives,analyzes the models of CSI at home and abroad,and then,elaborates the measurement of satisfaction evaluation.Analyzes the service status of china mobile service center and pointed out some problems by the satisfaction questionnaire.Meanwhile,pointed out the inadequacies of the satisfaction questionnaire.Then puts forward some specific suggestions according to the problems of call center's service and optimized the satisfaction evaluate system of the call center again.The last part is the summaries and prospect.The paper is based on the situation of Tianjin mobile call center,put the theory into the practice,and gives targeted service policies which based on the customers' perception and satisfaction.The paper gives guidance to Tianjin mobile call center,meanwhile,it can used for reference to the service sectors in other enterprises and service industries.