本文關(guān)鍵詞：NJ移動(dòng)通信公司提高客戶服務(wù)水平的策略研究　出處：《南昌大學(xué)》2012年碩士論文　論文類(lèi)型：學(xué)位論文

  更多相關(guān)文章： 移動(dòng)通信公司 客戶服務(wù)水平 客戶滿意度 客戶忠誠(chéng)度

【摘要】：最近幾年,中國(guó)國(guó)內(nèi)經(jīng)濟(jì)產(chǎn)業(yè)格局也時(shí)時(shí)刻刻在發(fā)生著變化,而中國(guó)國(guó)內(nèi)的通信產(chǎn)業(yè)格局也在發(fā)生著巨大的變化。中國(guó)加入WTO對(duì)中國(guó)電信市場(chǎng)的基礎(chǔ)服務(wù)以及相關(guān)增值服務(wù)也進(jìn)行了新一輪的洗牌。在巨大的外部壓力和內(nèi)部壓力下,所有的移動(dòng)通信運(yùn)營(yíng)商都必須考慮如何提高自身的競(jìng)爭(zhēng)力,獲取適應(yīng)當(dāng)下經(jīng)濟(jì)大環(huán)境的盈利模式。在整個(gè)通信大舞臺(tái)上,移動(dòng)通信又扮演著主角。中國(guó)國(guó)內(nèi)兩大通信公司,中國(guó)移動(dòng)通信集團(tuán)公司與中國(guó)聯(lián)合網(wǎng)絡(luò)通信集團(tuán)公司在市場(chǎng)上的競(jìng)爭(zhēng)力,也成為了兩大移動(dòng)通信企業(yè)市場(chǎng)戰(zhàn)略的關(guān)鍵。 本論文主要以NJ移動(dòng)通信公司為依托,對(duì)其通信客服的狀況進(jìn)行了調(diào)研。調(diào)研主要針對(duì)營(yíng)業(yè)廳網(wǎng)點(diǎn)的便利性的滿意度、營(yíng)業(yè)廳營(yíng)業(yè)員服務(wù)主動(dòng)性的滿意度、營(yíng)業(yè)廳營(yíng)業(yè)員的儀表儀容的滿意度、營(yíng)業(yè)廳營(yíng)業(yè)員服務(wù)態(tài)度的滿意度、營(yíng)業(yè)廳營(yíng)業(yè)員解決問(wèn)題能力的滿意度等幾個(gè)方面進(jìn)行；針對(duì)當(dāng)前存在的問(wèn)題進(jìn)行調(diào)研,同時(shí)也對(duì)NJ移動(dòng)通信公司營(yíng)業(yè)廳客戶服務(wù)潛在問(wèn)題進(jìn)行了調(diào)查和統(tǒng)計(jì),通過(guò)對(duì)調(diào)研過(guò)程中所獲得的數(shù)據(jù)進(jìn)行研究和分析,對(duì)NJ移動(dòng)通信公司的客戶服務(wù)水平有了一個(gè)比較全面的認(rèn)識(shí),并且從中發(fā)現(xiàn)了目前NJ移動(dòng)通信客戶服務(wù)存在的一些不足,同時(shí)也提出了相關(guān)的客戶服務(wù)改進(jìn)方案,如提高客戶滿意度的策略及方法以及如何提高NJ移動(dòng)通信公司客戶忠誠(chéng)度。 市場(chǎng)經(jīng)濟(jì)體制下的客戶服務(wù)工作對(duì)于任何一個(gè)行業(yè)中的任何一個(gè)企業(yè)都是無(wú)止境的,如何才能提高企業(yè)的客戶服務(wù)水平也將是企業(yè)今后的發(fā)展戰(zhàn)略之一。NJ移動(dòng)通信公司作為一個(gè)通信企業(yè),它面臨的機(jī)遇和挑戰(zhàn)是同時(shí)存在的。筆者認(rèn)為NJ移動(dòng)通信公司只有認(rèn)真分析影響其客戶滿意度和客戶忠誠(chéng)度的原因有哪些,并且及時(shí)的更新企業(yè)自身的服務(wù)水平,這樣以來(lái)企業(yè)的客戶服務(wù)水平才能不斷提高,也才能保證企業(yè)的不斷發(fā)展與壯大。
[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.
【學(xué)位授予單位】：南昌大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類(lèi)號(hào)】：F626

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 云小紅;王思薇;;渭南移動(dòng)公司客戶滿意度提升之道[J];邊疆經(jīng)濟(jì)與文化;2007年06期

2 梁燕;;中國(guó)商業(yè)企業(yè)顧客滿意度模型的構(gòu)建[J];北京工商大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版);2010年03期

3 金濤;趙延f;;評(píng)價(jià)電信企業(yè)客戶滿意度動(dòng)態(tài)變化的Malmquist指數(shù)[J];管理學(xué)報(bào);2006年04期

4 劉維;;顧客滿意度指數(shù)模型研究評(píng)述[J];經(jīng)營(yíng)管理者;2011年01期

5 李龍;蔣苑苑;;淺談如何提升電信運(yùn)營(yíng)企業(yè)大客戶的滿意度[J];廣西大學(xué)學(xué)報(bào)(哲學(xué)社會(huì)科學(xué)版);2010年S1期

6 許琨;;如何提升客戶服務(wù)水平[J];當(dāng)代通信;2006年13期

7 孟祥蘭;;移動(dòng)通信行業(yè)提高客戶忠誠(chéng)度的對(duì)策研究[J];湖北工業(yè)大學(xué)學(xué)報(bào);2006年06期

8 張s，

本文編號(hào)：1401997