NJ移动通信公司提高客户服务水平的策略研究

发布时间：2018-01-09 15:33

本文关键词：NJ移动通信公司提高客户服务水平的策略研究　出处：《南昌大学》2012年硕士论文　论文类型：学位论文

【摘要】：最近几年,中国国内经济产业格局也时时刻刻在发生着变化,而中国国内的通信产业格局也在发生着巨大的变化。中国加入WTO对中国电信市场的基础服务以及相关增值服务也进行了新一轮的洗牌。在巨大的外部压力和内部压力下,所有的移动通信运营商都必须考虑如何提高自身的竞争力,获取适应当下经济大环境的盈利模式。在整个通信大舞台上,移动通信又扮演着主角。中国国内两大通信公司,中国移动通信集团公司与中国联合网络通信集团公司在市场上的竞争力,也成为了两大移动通信企业市场战略的关键。本论文主要以NJ移动通信公司为依托,对其通信客服的状况进行了调研。调研主要针对营业厅网点的便利性的满意度、营业厅营业员服务主动性的满意度、营业厅营业员的仪表仪容的满意度、营业厅营业员服务态度的满意度、营业厅营业员解决问题能力的满意度等几个方面进行；针对当前存在的问题进行调研,同时也对NJ移动通信公司营业厅客户服务潜在问题进行了调查和统计,通过对调研过程中所获得的数据进行研究和分析,对NJ移动通信公司的客户服务水平有了一个比较全面的认识,并且从中发现了目前NJ移动通信客户服务存在的一些不足,同时也提出了相关的客户服务改进方案,如提高客户满意度的策略及方法以及如何提高NJ移动通信公司客户忠诚度。市场经济体制下的客户服务工作对于任何一个行业中的任何一个企业都是无止境的,如何才能提高企业的客户服务水平也将是企业今后的发展战略之一。NJ移动通信公司作为一个通信企业,它面临的机遇和挑战是同时存在的。笔者认为NJ移动通信公司只有认真分析影响其客户满意度和客户忠诚度的原因有哪些,并且及时的更新企业自身的服务水平,这样以来企业的客户服务水平才能不断提高,也才能保证企业的不断发展与壮大。
[Abstract]:In recent years, China's domestic economic and industrial pattern is also constantly changing. China's entry into WTO has also brought about a new round of reshuffle of basic services and related value-added services in China's telecommunications market. Under internal pressure. All the mobile communication operators must consider how to improve their competitiveness and gain a profit model that adapts to the current economic environment. China Mobile Communications Group Co., Ltd. and China United Network Communications Group Co., Ltd. are competitive in the market. Also became two big mobile communication enterprise market strategy key. This paper is mainly based on NJ mobile communication company, the status of its communications customer service is investigated. The survey is mainly aimed at the satisfaction of the convenience of the shop outlets and the satisfaction of the service initiative of the salespersons in the business hall. The degree of satisfaction of the appearance and appearance of the salesperson, the satisfaction of the service attitude of the salesperson, the satisfaction of the problem-solving ability of the salesperson in the shop hall, and so on; At the same time, the potential problems of customer service in NJ mobile communication company's business hall are investigated and counted, and the data obtained in the research process are studied and analyzed. We have a comprehensive understanding of the customer service level of NJ Mobile Communication Company, and find some shortcomings of the current NJ Mobile Communication customer Service. At the same time, it also puts forward the related customer service improvement schemes, such as the strategy and method of improving customer satisfaction and how to improve customer loyalty of NJ mobile communication company. The customer service work under the market economy system is endless for any enterprise in any industry. How to improve the level of customer service will also be one of the future development strategies of enterprises. NJ mobile communication company as a communications enterprise. The opportunities and challenges it faces exist at the same time. I think NJ Mobile Communications Company only seriously analyzes the reasons that affect its customer satisfaction and customer loyalty. And timely update the service level of the enterprise itself, so that the customer service level of enterprises can continue to improve, but also to ensure the continuous development and expansion of enterprises.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626

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