本文選題：甘肅聯(lián)通　切入點：客服中心　出處：《蘭州大學》2012年碩士論文　論文類型：學位論文

【摘要】：信息技術的飛速發(fā)展和廣泛應用,使通信運營企業(yè)提供的產(chǎn)品越來越趨于同質(zhì)化。企業(yè)只有提供給客戶比其他競爭者更多的價值,即優(yōu)異的顧客價值,才可能在維系好老客戶的基礎上拓展新客戶,不斷提高客戶滿意度和忠誠度,保持企業(yè)持續(xù)發(fā)展和盈利能力,在競爭中立于不敗之地。 因此,創(chuàng)新客戶服務體驗,進一步提高客戶忠誠度,以此來保持市場份額和實現(xiàn)服務價值,已成為通信企業(yè)形成差異化、競爭力和影響用戶選擇的關鍵因素。同時面向客戶和企業(yè)內(nèi)部服務的客戶服務中心(以下簡稱客服中心),是企業(yè)與客戶之間海量信息的接觸和傳播點,也是顧客感知其獲取服務與所付出的成本權衡后,對服務效用做出整體評價——即實現(xiàn)客戶價值的有效載體。它通過提供高品質(zhì)服務讓客戶滿意,通過提升服務價值減少總成本,增加企業(yè)利潤；通過服務過程中信息有效傳遞反饋和應用,優(yōu)化企業(yè)內(nèi)部管理體制、宣傳并改善企業(yè)形象、提高企業(yè)品牌影響力。 甘肅聯(lián)通是通信類企業(yè),1999年成立了以10010客服熱線為載體,提供客戶服務的客服中心。本文試圖運用管理理論,結合公司實際運營情況,對內(nèi)部服務品質(zhì)保障、關鍵環(huán)節(jié)分析研究,從人員管理效能、流程管理、支撐系統(tǒng)信息化程度等方面分析甘肅聯(lián)通客服中心運營現(xiàn)狀和存在問題,并針對存在問題提出了改進策略,以客服中心服務品質(zhì)改善最終實現(xiàn)服務價值的提升；也為同行業(yè)客戶服務中心的發(fā)展提供一些可借鑒的參考。
[Abstract]:With the rapid development and wide application of information technology, the products provided by communication operators tend to be more and more homogeneous. Enterprises only offer more value to customers than other competitors, that is, superior customer value. In order to maintain the old customers on the basis of expanding new customers, constantly improve customer satisfaction and loyalty, keep the sustainable development and profitability of the enterprise, in the competition in an invincible position. Therefore, innovation of customer service experience and further improvement of customer loyalty in order to maintain market share and realize service value have become the differentiation of communication enterprises. At the same time, customer service centers for customers and internal services of enterprises (hereinafter referred to as customer service centers) are the point of contact and dissemination of massive information between enterprises and customers. It is also an effective carrier to realize customer value after the customer is aware of the tradeoff between the cost of acquiring service and the cost paid, and it can reduce the total cost by providing high quality service, and reducing the total cost by increasing the service value. Increase the profit of the enterprise, transmit the feedback and application effectively through the information in the service process, optimize the internal management system of the enterprise, propagate and improve the image of the enterprise, enhance the influence of the enterprise brand. Gansu Unicom is a communication enterprise. In 1999, Gansu Unicom set up a customer service center with 10010 customer service hotline as the carrier to provide customer service. This paper tries to use management theory, combined with the actual operation of the company, to ensure the internal service quality. The key link analysis research, from the personnel management efficiency, the flow management, the support system information degree and so on aspect analysis Gansu Unicom customer service center operation present situation and the existence question, and proposed the improvement strategy to the existing problem, To improve the service quality of the customer service center, the service value can be promoted, and some references for the development of the customer service center in the same industry are provided.
【學位授予單位】：蘭州大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F274;F626

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本文編號：1615175