S市电信客户服务管理体系优化研究

发布时间：2018-04-22 15:31

本文选题：服务运营 + 客户服务管理　；参考：《华南理工大学》2013年硕士论文

【摘要】：客户服务对于电信运营商来说至关重要。随着2008年电信业第四次重组以来，三大运营商之间的业务范围一致，产品类型日趋重叠，无论固网还是移动网络的消费者都可以实现“货比三家”，选择最优质的运营商。自2010年初以来，电信业新增用户数逐渐减少，市场日趋饱和，三大运营商为了争夺市场份额开始重视存量客户的保有，，客户服务作为“存量保有”的重要手段，从幕后逐渐走向了前台，客户服务水平竞争成为未来国内三大电信运营商竞争的焦点。本文以笔者从事电信客户服务管理工作为基础，根据中国电信集团公司提出的服务转型战略，对S市电信客户服务管理体系进行研究。从客户服务体系的营销、交付、服务三大服务运营模块，围绕着服务标准制定、服务过程稽查监督、后续服务问题处理等全流程服务管理工作进行探究。并通过内部运营管理分析、内部员工访谈、客户服务满意度调研等方式，探究S市电信客户服务管理体系存在的问题。同时借鉴同行业其他省市优秀公司的客户服务管理经验，提出围绕服务能力提升，通过完善业务流程，强化服务规范和监控等方式进行优化改进的建议。本文通过研究S市电信客户服务管理体系优化策略，对国内运营商如何提高客户服务管理水平进行了分析。尤其是分析提出的客户服务风险前置管理流程及规范，对电信运营商有效控制服务风险，切实提高服务水平和客户满意度，为国内电信企业应对竞争日趋严峻的国内市场具有一定的实际指导意义。
[Abstract]:Customer service is very important for telecom operators. With the fourth reorganization of telecom industry in 2008, the service scope of the three major operators is the same, and the product types are overlapping day by day. Whether fixed network or mobile network consumers can achieve "three goods comparison", choose the best operators. Gradually from behind the scenes to the foreground, customer service level competition will become the focus of the future competition of the three major domestic telecom operators. Based on the author's work in telecom customer service management and according to the strategy of service transformation proposed by China Telecom Corporation, this paper studies the management system of telecom customer service in S City. From the marketing, delivery and service three service operation modules of customer service system, the whole process service management work, such as service standard formulation, service process inspection and supervision, follow-up service problem processing, etc. And through internal operation management analysis, internal staff interviews, customer service satisfaction investigation and other ways, explore the S City Telecom customer service management system problems. At the same time, we draw lessons from the customer service management experience of other excellent companies in other provinces and cities of the same industry, and put forward some suggestions on how to optimize and improve the service ability by perfecting the business process, strengthening the service standard and monitoring and so on. By studying the optimization strategy of customer service management system in S City, this paper analyzes how to improve the customer service management level of domestic operators. Especially, it analyzes the pre-management process and standard of customer service risk, effectively controls the service risk to telecom operators, and improves the service level and customer satisfaction. It has certain practical guiding significance for domestic telecom enterprises to deal with the increasingly fierce competition in the domestic market.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F626

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