本文選題：服務(wù)運(yùn)營(yíng) + 客戶服務(wù)管理��； 參考：《華南理工大學(xué)》2013年碩士論文

【摘要】：客戶服務(wù)對(duì)于電信運(yùn)營(yíng)商來(lái)說(shuō)至關(guān)重要。隨著2008年電信業(yè)第四次重組以來(lái)，三大運(yùn)營(yíng)商之間的業(yè)務(wù)范圍一致，產(chǎn)品類型日趨重疊，無(wú)論固網(wǎng)還是移動(dòng)網(wǎng)絡(luò)的消費(fèi)者都可以實(shí)現(xiàn)“貨比三家”，選擇最優(yōu)質(zhì)的運(yùn)營(yíng)商。自2010年初以來(lái)，電信業(yè)新增用戶數(shù)逐漸減少，市場(chǎng)日趨飽和，三大運(yùn)營(yíng)商為了爭(zhēng)奪市場(chǎng)份額開始重視存量客戶的保有，，客戶服務(wù)作為“存量保有”的重要手段，從幕后逐漸走向了前臺(tái)，客戶服務(wù)水平競(jìng)爭(zhēng)成為未來(lái)國(guó)內(nèi)三大電信運(yùn)營(yíng)商競(jìng)爭(zhēng)的焦點(diǎn)。 本文以筆者從事電信客戶服務(wù)管理工作為基礎(chǔ)，根據(jù)中國(guó)電信集團(tuán)公司提出的服務(wù)轉(zhuǎn)型戰(zhàn)略，對(duì)S市電信客戶服務(wù)管理體系進(jìn)行研究。從客戶服務(wù)體系的營(yíng)銷、交付、服務(wù)三大服務(wù)運(yùn)營(yíng)模塊，圍繞著服務(wù)標(biāo)準(zhǔn)制定、服務(wù)過(guò)程稽查監(jiān)督、后續(xù)服務(wù)問(wèn)題處理等全流程服務(wù)管理工作進(jìn)行探究。并通過(guò)內(nèi)部運(yùn)營(yíng)管理分析、內(nèi)部員工訪談、客戶服務(wù)滿意度調(diào)研等方式，探究S市電信客戶服務(wù)管理體系存在的問(wèn)題。同時(shí)借鑒同行業(yè)其他省市優(yōu)秀公司的客戶服務(wù)管理經(jīng)驗(yàn)，提出圍繞服務(wù)能力提升，通過(guò)完善業(yè)務(wù)流程，強(qiáng)化服務(wù)規(guī)范和監(jiān)控等方式進(jìn)行優(yōu)化改進(jìn)的建議。 本文通過(guò)研究S市電信客戶服務(wù)管理體系優(yōu)化策略，對(duì)國(guó)內(nèi)運(yùn)營(yíng)商如何提高客戶服務(wù)管理水平進(jìn)行了分析。尤其是分析提出的客戶服務(wù)風(fēng)險(xiǎn)前置管理流程及規(guī)范，對(duì)電信運(yùn)營(yíng)商有效控制服務(wù)風(fēng)險(xiǎn)，切實(shí)提高服務(wù)水平和客戶滿意度，為國(guó)內(nèi)電信企業(yè)應(yīng)對(duì)競(jìng)爭(zhēng)日趨嚴(yán)峻的國(guó)內(nèi)市場(chǎng)具有一定的實(shí)際指導(dǎo)意義。
[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.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F626

【參考文獻(xiàn)】

相關(guān)期刊論文 前7條

1 林濤;;德國(guó)電信業(yè)監(jiān)管與啟示(一)[J];當(dāng)代通信;2006年12期

2 梁伯瀚;陳志競(jìng);李輝娥;;全業(yè)務(wù)運(yùn)營(yíng)下的渠道協(xié)同策略[J];電信科學(xué);2009年11期

3 羅義釗;;CRM在現(xiàn)代企業(yè)信息管理系統(tǒng)技術(shù)支持服務(wù)中的應(yīng)用[J];福建電腦;2010年01期

4 呂廷杰,錢瓊;競(jìng)爭(zhēng)環(huán)境下普遍服務(wù)政策的經(jīng)濟(jì)研究[J];通信世界;2002年30期

5 王翊;;全業(yè)務(wù)競(jìng)爭(zhēng)亟待電信精確服務(wù)[J];通信世界;2009年04期

6 劉富春;;全業(yè)務(wù)時(shí)代競(jìng)爭(zhēng)趨勢(shì)與運(yùn)營(yíng)策略分析[J];移動(dòng)通信;2009年13期

7 岳燕冬;程子陽(yáng);宮麗;張?chǎng)?;服務(wù)創(chuàng)新是中國(guó)電信業(yè)突破發(fā)展的藍(lán)海[J];通信企業(yè)管理;2012年08期

本文編號(hào)：1787822