【摘要】：分析了目前基于電路維護等級的差異化售后服務現(xiàn)狀及與市場需求、客戶期望之間存在的差距,提出了面向客戶的差異化監(jiān)控體系建設思路。主要從面向客戶的差異化服務內(nèi)容、組織架構(gòu)、流程規(guī)范、評價指標和支撐系統(tǒng)5個方面構(gòu)建面向客戶的差異化監(jiān)控服務體系。根據(jù)政企客戶的重要程度,通過規(guī)范的、差異化的監(jiān)控服務和流程,提供面向客戶的差異化監(jiān)控服務,并實現(xiàn)服務的可持續(xù)改進和提升,從而提升客戶感知,增強傳統(tǒng)帶寬型業(yè)務的市場競爭力。
[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】： 中國電信股份有限公司深圳分公司;
【分類號】：F626;F274

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