Research On The Improvement Of Customer Service Quality In A Communication Company

As a fast-growing telecommunications company in recent years,"customer-centered,service-driven development" is the company's development philosophy.In order to improve the quality and level of service,the company has launched a number of targeted measures.Compared with the powerful competitors,A Communications Company does not have advantages in many aspects,so the service quality of the enterprise is the top priority of development,so as to strive to improve customer satisfaction.It is hoped that the research in this paper can improve the customer service quality of A Communications Company and improve the market competitiveness of A Communications Company.In order to better carry out customer service quality research,through satisfaction survey to obtain the situation of service quality management.The design of the questionnaire is based on the characteristics of the communication industry and the service situation of A communication company itself.It mainly aims at team building,business process,service weakness,complaints and other dimensions.By issuing the recycling questionnaire,we found that there are the following problems in customer service quality,Including lack of professional knowledge of employees,imperfect business processes,high network failure rate,improper handling of customer complaints and so on.These problems are due to the inadequate training of employees in professional knowledge,the urgent need to improve the company's business processes,poor network quality and imperfect accounting system,and the defective customer complaint handling mechanism.Based on the results of the questionnaire survey,the author puts forward some countermeasures and suggestions from the aspects of team building,improving process,service weakness and improper handling of complaints.In terms of team building,we should improve the staff training mode,improve the working environment,so as to build a high-quality staff team;In terms of improving the process,through the way of process crossing and optimization,the closed-loop management of service process is guaranteed,and the perfect service process is formulated;In terms of service board,we should improve and optimize the network quality and billing system to strengthen the company network board;In terms of improper handling of complaints,we should ensure the whole process of customer complaints management and control,achieve scientific handling of complaints,and thoroughly solve the problem of customer complaints.The innovation of this paper is to combine the characteristics of customer service management in A communication company,design from the dimensions of team,process,weakness and complaint,improve the quality of customer service,use questionnaire survey method to understand customer satisfaction,so as to excavate the existing problems,and put forward corresponding countermeasures.This study will significantly improve the service situation of the telecommunication industry.It will greatly promote the establishment of the service system of the telecommunication industry in terms of speed and development.At the same time,it will also enhance the image of the industry and close the distance between enterprises and customers.It can also find something worth learning for similar telecommunications enterprises in the process of research.It can improve the quality of customer service in the telecommunications industry and has certain industry value.