福建联通提升客户服务水平策略研究-工商管理专业论文.docxVIP

万方数据 万方数据 福建联通提升客户服务水平策略研究 摘 要 伴随着通信行业竞争的与日俱增，通信行业垄断格局不复存在， 各通信企业之间的客户争端战成为市场存活的关键因素之一。现阶段， 我国通信行业的竞争已经完全由传统的“产品竞争”转移为“客户竞 争”，因此向客户提供高质服务成为通信企业之间的竞争焦点。客户服 务是企业有机整合企业人力资源、企业信息技术以及企业业务流程实 现的，企业以最低成本为客户提供最高效率的工作活动，是企业抢占 市场，获取市场的核心竞争力。 本文以福建联通作为研究对象，结合通信行业的特点，深入分析 了福建联通所面临的市场竞争环境现状，对福建联通客户服务现状进 行调研，针对福建联通客户服务存在问题提出“通过三项能力建设， 开展服务提升工程，全面提升市场竞争力”。即从系统支撑能力和人力 资源支撑两方面构建强大服务支撑能力，重点开展“营业厅服务提升 工程”活动、热线服务和投诉处理能力、智能客服导航服务三方面提 升窗口领先服务能力，深化大服务体系建设、通过全流程的新业务服 务评价体系、一线人员的服务评价机制、增值业务短板的改进措施和 目标、实现工单流转闭环、IT 化、透明化和全渠道客户接触点服务信 息处理等六方面实现精细化服务质量保证，全面打造福建联通核心竞 争力。 关键词：福建联通，客户服务，客户满意 II The Research to Improve the Level of Customer Service Strategy in Fujian Province Unicom ABSTRACT Along with the increasing competition in the communications industry, monopoly in communication industry does not exist, the communication between enterprise customer dispute war become one of the key factors for survival of the market. At present, Chinas telecommunications industry competition has completely changed from the traditional product competition transfer customer competition, so to provide customers with high quality service to become the focus of competition among communication enterprises. Customer service is the enterprise integration of enterprise human resources, enterprise information technology and business process implementation, enterprises to provide maximum efficiency with minimum cost for the customer activities is beneficial to the enterprise to seize the market, gain market competitiveness. In this paper, Fujian Branch of China Unicom as the research object, closely integrated communications industry characteristics, in-depth analysis of Fujian Unicom market environment faced by Fujian Unicom branch and stage industry-standard situation, Fujian Unicom branch communications for customers conduct research service status quo, for the Fujian branch of China Unicom customer service problems raised two build a strong service support capability, focusing on