Building the Customer Service System Based on Enterprise Service Principle
|School||Southwest Jiaotong University|
|Keywords||customer service customer service system|
After entering World Trade Organization, the process of marketability of China telecom speeds up, and the telecom products become similar, as well as market competition grows drastic and the contention of customer source intensifies. Under this situation, the customer-centered idea and mode comes into being. It is a question for discussion in modern enterprise management of how to realize it in enterprise management and build such perfect customer service system.By using relative scientific principle and measure and taking telecom enterprise as background, the thesis makes a deeper study on how to innovate service theory, consummate customer service system, improve the quality of both product and service and how to keep customer resource steady and developing.The thesis focuses on: Based on the theory of customer service to discuss the object of custom service. Based on the implement of the object of customer service to expatiate the theory of customer service. Under the instruction of customer service theory, it studies the way to set up customer service system through working with the object of customer service. It brings about how to evaluate the work of customer service.After relative research, it brings forward the following ideas on how to improve customer work for telecom enterprise: To carry out customer-centered theory, the important concept "Large Service" must be set up, and each part of the enterprise must be included into the customer service category. To set up the idea of pursuing preeminent customer service. To set up the idea of integration and harmony Catching the hinge of customer service is the key to customer service system Building and consummating customer satisfaction evaluation system is the core of polishing customer service system and improving the quality of customer service.