欢迎来到天天文库
浏览记录
ID:16448327
大小:22.70 KB
页数:9页
时间:2018-08-09
《电信客户服务质量管理的几个关键因素(several key factors of telecom customer service quality management)》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、电信客户服务质量管理的几个关键因素(Severalkeyfactorsoftelecomcustomerservicequalitymanagement)SeveralkeyfactorsoftelecomcustomerservicequalitymanagementSeveralkeyfactorsoftelecomcustomerservicequalitymanagement2008-12-2015:15:57Severalkeyfactorsoftelecomcustomerservicequalitymanagement,2004isthethirdyearofChin
2、a'saccessiontotheWTO.Beforethat,China'stelecomoperatorshavebasicallygonethroughthereformprocessfromsplittingintegrationtolisting.Withthegradualrealizationofthisgreatchange,China'stelecomindustryhasenteredtheinternationalmarketcompetition.AfterChina'saccessiontotheWTO,theopeningscheduleofsevera
3、lmajorindustriesisnotdifficulttofind,andtherealconnectionwiththeworldislikelytobewithinthenexttwotothreeyears.Itispossiblethatthetelecommunicationsindustryhasbeenphasingouttherestrictionsonforeigninvestmentinpagers,mobilephones,anddomesticfixedlinetelephoneservicesforfifthyearsafteritsaccessio
4、nintothewto.Therefore,themarketcompetitionofChina'stelecomindustrywillbemoreintenseinthefuture.Managersfromallwalksoflifeseemtohaverealizedthatpricecompetitionisunlikelytobeastrategictoolforthesteadyandsustainabledevelopmentofenterprisesthroughfiercemarketcompetition.Moreandmorepeoplearegradua
5、llyputtingforwardanddiscussingthedevelopmentstrategyoftakingthecustomerasthecenterandtakingthehighqualityserviceasthecorecompetitivepoweroftheenterprise.Therefore,thequalityofservicemanagementwillbecomethekeytoimprovethecorecompetitivenessofenterprisesinChina'stelecommunicationsindustry.Theest
6、ablishmentandimprovementoftelecomservicequalitymanagementsystemwilldirectlyaffectthefinaldemandandstructureofthecustomerservicesoftandhardsystemoftelecomoperators.First,thebasicconceptofservicequalityQualityisthebestguaranteetomaintaincustomerloyalty,andisthemostpowerfulweapontodealwithcompeti
7、tors.Intheprocessofprovidingcustomerswithservices,wehaveaprofoundunderstandingofthequalityofservice,customersatisfactionandthecompany'searningsarecloselylinked.Higherqualityofserviceleadstogreatercustomersatisfaction.However,whatisquali
此文档下载收益归作者所有