Research On Design And Optimization Of Shenzhen Telecom Gold Service Content For Customer Service

With the development of the times,China's telecom operators have formed three states of three operators from the past one to the present.With the advent of the 4G era,all three telecom operators have opened up a full-service competitive landscape,and the homogenization of products has become more and more obvious.Consumers have gradually realized that the core values provided by different operators are telecommunications services.Moreover,customer requirements are constantly changing and improving,and telecom operators are gradually realizing that they can no longer immerse the idea of gaining market by price war in the past.In order to open up the gap with the other two,it need to constantly improve the service quality of operators,in a better way to meet the customer requirements,increase the viscosity of the company to customers,establish a high-quality and high-standard "service brand",and establish a "service" barrier.Although telecom operators have begun to shift from price wars to service upgrades,designing telecommunications services based on customer requirements is still in its infancy.Therefore,in-depth analysis of customer requirements and service design based on customer requirements is of great significance to enhance the service of telecom operators.This paper begins with the recent development of telecom operators at home and abroad,studies the theory of service and service design,and establishes “service content determination – service design – service quality evaluation – service based on the characteristics of telecom customers.Research ideas for program adjustment.In the research,service design is based on the telecom customer requirements.After research and analysis,QFD is adopted as the service design method.The telecommunications service quality house is designed through the technical elements and service elements of telecommunication services,and is calculated according to the telecom customer requirements.Finally determined the service form and link that telecom customers are most concerned about,and designed the service project,and proposed the “golden card service” service project.Customer satisfaction and service evaluation are the basis for the optimization of telecommunication service content.Therefore,the optimization of telecommunication service content combined with the result of service quality evaluation,the four-block matrix model is used to establish the optimization model of telecommunication service content optimization.Finally,the content that needs to be optimized during the telecommunication service process is proposed.It puts forward optimization suggestions for the installation and maintenance service of Shenzhen Telecom,and also verifies the validity and feasibility of this paper.