本文關(guān)鍵詞：NJ移動通信公司提高客戶服務(wù)水平的策略研究　出處：《南昌大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 移動通信公司 客戶服務(wù)水平 客戶滿意度 客戶忠誠度

【摘要】：最近幾年,中國國內(nèi)經(jīng)濟(jì)產(chǎn)業(yè)格局也時(shí)時(shí)刻刻在發(fā)生著變化,而中國國內(nèi)的通信產(chǎn)業(yè)格局也在發(fā)生著巨大的變化。中國加入WTO對中國電信市場的基礎(chǔ)服務(wù)以及相關(guān)增值服務(wù)也進(jìn)行了新一輪的洗牌。在巨大的外部壓力和內(nèi)部壓力下,所有的移動通信運(yùn)營商都必須考慮如何提高自身的競爭力,獲取適應(yīng)當(dāng)下經(jīng)濟(jì)大環(huán)境的盈利模式。在整個(gè)通信大舞臺上,移動通信又扮演著主角。中國國內(nèi)兩大通信公司,中國移動通信集團(tuán)公司與中國聯(lián)合網(wǎng)絡(luò)通信集團(tuán)公司在市場上的競爭力,也成為了兩大移動通信企業(yè)市場戰(zhàn)略的關(guān)鍵。 本論文主要以NJ移動通信公司為依托,對其通信客服的狀況進(jìn)行了調(diào)研。調(diào)研主要針對營業(yè)廳網(wǎng)點(diǎn)的便利性的滿意度、營業(yè)廳營業(yè)員服務(wù)主動性的滿意度、營業(yè)廳營業(yè)員的儀表儀容的滿意度、營業(yè)廳營業(yè)員服務(wù)態(tài)度的滿意度、營業(yè)廳營業(yè)員解決問題能力的滿意度等幾個(gè)方面進(jìn)行；針對當(dāng)前存在的問題進(jìn)行調(diào)研,同時(shí)也對NJ移動通信公司營業(yè)廳客戶服務(wù)潛在問題進(jìn)行了調(diào)查和統(tǒng)計(jì),通過對調(diào)研過程中所獲得的數(shù)據(jù)進(jìn)行研究和分析,對NJ移動通信公司的客戶服務(wù)水平有了一個(gè)比較全面的認(rèn)識,并且從中發(fā)現(xiàn)了目前NJ移動通信客戶服務(wù)存在的一些不足,同時(shí)也提出了相關(guān)的客戶服務(wù)改進(jìn)方案,如提高客戶滿意度的策略及方法以及如何提高NJ移動通信公司客戶忠誠度。 市場經(jīng)濟(jì)體制下的客戶服務(wù)工作對于任何一個(gè)行業(yè)中的任何一個(gè)企業(yè)都是無止境的,如何才能提高企業(yè)的客戶服務(wù)水平也將是企業(yè)今后的發(fā)展戰(zhàn)略之一。NJ移動通信公司作為一個(gè)通信企業(yè),它面臨的機(jī)遇和挑戰(zhàn)是同時(shí)存在的。筆者認(rèn)為NJ移動通信公司只有認(rèn)真分析影響其客戶滿意度和客戶忠誠度的原因有哪些,并且及時(shí)的更新企業(yè)自身的服務(wù)水平,這樣以來企業(yè)的客戶服務(wù)水平才能不斷提高,也才能保證企業(yè)的不斷發(fā)展與壯大。
[Abstract]:In recent years, China's domestic economic and industrial pattern is also constantly changing. China's entry into WTO has also brought about a new round of reshuffle of basic services and related value-added services in China's telecommunications market. Under internal pressure. All the mobile communication operators must consider how to improve their competitiveness and gain a profit model that adapts to the current economic environment. China Mobile Communications Group Co., Ltd. and China United Network Communications Group Co., Ltd. are competitive in the market. Also became two big mobile communication enterprise market strategy key. This paper is mainly based on NJ mobile communication company, the status of its communications customer service is investigated. The survey is mainly aimed at the satisfaction of the convenience of the shop outlets and the satisfaction of the service initiative of the salespersons in the business hall. The degree of satisfaction of the appearance and appearance of the salesperson, the satisfaction of the service attitude of the salesperson, the satisfaction of the problem-solving ability of the salesperson in the shop hall, and so on; At the same time, the potential problems of customer service in NJ mobile communication company's business hall are investigated and counted, and the data obtained in the research process are studied and analyzed. We have a comprehensive understanding of the customer service level of NJ Mobile Communication Company, and find some shortcomings of the current NJ Mobile Communication customer Service. At the same time, it also puts forward the related customer service improvement schemes, such as the strategy and method of improving customer satisfaction and how to improve customer loyalty of NJ mobile communication company. The customer service work under the market economy system is endless for any enterprise in any industry. How to improve the level of customer service will also be one of the future development strategies of enterprises. NJ mobile communication company as a communications enterprise. The opportunities and challenges it faces exist at the same time. I think NJ Mobile Communications Company only seriously analyzes the reasons that affect its customer satisfaction and customer loyalty. And timely update the service level of the enterprise itself, so that the customer service level of enterprises can continue to improve, but also to ensure the continuous development and expansion of enterprises.
【學(xué)位授予單位】：南昌大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F626

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8 張s，

本文編號：1401997