【摘要】：分析了目前基于電路維護(hù)等級(jí)的差異化售后服務(wù)現(xiàn)狀及與市場(chǎng)需求、客戶期望之間存在的差距,提出了面向客戶的差異化監(jiān)控體系建設(shè)思路。主要從面向客戶的差異化服務(wù)內(nèi)容、組織架構(gòu)、流程規(guī)范、評(píng)價(jià)指標(biāo)和支撐系統(tǒng)5個(gè)方面構(gòu)建面向客戶的差異化監(jiān)控服務(wù)體系。根據(jù)政企客戶的重要程度,通過(guò)規(guī)范的、差異化的監(jiān)控服務(wù)和流程,提供面向客戶的差異化監(jiān)控服務(wù),并實(shí)現(xiàn)服務(wù)的可持續(xù)改進(jìn)和提升,從而提升客戶感知,增強(qiáng)傳統(tǒng)帶寬型業(yè)務(wù)的市場(chǎng)競(jìng)爭(zhēng)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.
【作者單位】： 中國(guó)電信股份有限公司深圳分公司;
【分類(lèi)號(hào)】：F626;F274

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