面向客户的差异化监控服务体系研究

发布时间：2018-10-09 11:34

【摘要】：分析了目前基于电路维护等级的差异化售后服务现状及与市场需求、客户期望之间存在的差距,提出了面向客户的差异化监控体系建设思路。主要从面向客户的差异化服务内容、组织架构、流程规范、评价指标和支撑系统5个方面构建面向客户的差异化监控服务体系。根据政企客户的重要程度,通过规范的、差异化的监控服务和流程,提供面向客户的差异化监控服务,并实现服务的可持续改进和提升,从而提升客户感知,增强传统带宽型业务的市场竞争力。
[Abstract]:This paper analyzes the current situation of differential after-sales service based on the level of circuit maintenance and the gap with the market demand and customer expectation, and puts forward the construction idea of the customer-oriented differential monitoring system. The customer-oriented differentiated monitoring service system is constructed from the following five aspects: customer oriented differentiated service content, organizational structure, process specification, evaluation index and support system. According to the importance of government and enterprise customers, through the standard, differentiated monitoring services and processes, to provide customer oriented differentiated monitoring services, and to achieve sustainable service improvement and upgrading, thereby enhancing customer awareness, Enhance the market competitiveness of traditional bandwidth-based services.
【作者单位】：中国电信股份有限公司深圳分公司;
【分类号】：F626;F274

【相似文献】