本文選題：服務(wù)運(yùn)營 + 客戶服務(wù)管理�。� 參考：《華南理工大學(xué)》2013年碩士論文

【摘要】：客戶服務(wù)對于電信運(yùn)營商來說至關(guān)重要。隨著2008年電信業(yè)第四次重組以來，三大運(yùn)營商之間的業(yè)務(wù)范圍一致，產(chǎn)品類型日趨重疊，無論固網(wǎng)還是移動網(wǎng)絡(luò)的消費(fèi)者都可以實(shí)現(xiàn)“貨比三家”，選擇最優(yōu)質(zhì)的運(yùn)營商。自2010年初以來，電信業(yè)新增用戶數(shù)逐漸減少，市場日趨飽和，三大運(yùn)營商為了爭奪市場份額開始重視存量客戶的保有，，客戶服務(wù)作為“存量保有”的重要手段，從幕后逐漸走向了前臺，客戶服務(wù)水平競爭成為未來國內(nèi)三大電信運(yùn)營商競爭的焦點(diǎn)。 本文以筆者從事電信客戶服務(wù)管理工作為基礎(chǔ)，根據(jù)中國電信集團(tuán)公司提出的服務(wù)轉(zhuǎn)型戰(zhàn)略，對S市電信客戶服務(wù)管理體系進(jìn)行研究。從客戶服務(wù)體系的營銷、交付、服務(wù)三大服務(wù)運(yùn)營模塊，圍繞著服務(wù)標(biāo)準(zhǔn)制定、服務(wù)過程稽查監(jiān)督、后續(xù)服務(wù)問題處理等全流程服務(wù)管理工作進(jìn)行探究。并通過內(nèi)部運(yùn)營管理分析、內(nèi)部員工訪談、客戶服務(wù)滿意度調(diào)研等方式，探究S市電信客戶服務(wù)管理體系存在的問題。同時借鑒同行業(yè)其他省市優(yōu)秀公司的客戶服務(wù)管理經(jīng)驗(yàn)，提出圍繞服務(wù)能力提升，通過完善業(yè)務(wù)流程，強(qiáng)化服務(wù)規(guī)范和監(jiān)控等方式進(jìn)行優(yōu)化改進(jìn)的建議。 本文通過研究S市電信客戶服務(wù)管理體系優(yōu)化策略，對國內(nèi)運(yùn)營商如何提高客戶服務(wù)管理水平進(jìn)行了分析。尤其是分析提出的客戶服務(wù)風(fēng)險前置管理流程及規(guī)范，對電信運(yùn)營商有效控制服務(wù)風(fēng)險，切實(shí)提高服務(wù)水平和客戶滿意度，為國內(nèi)電信企業(yè)應(yīng)對競爭日趨嚴(yán)峻的國內(nèi)市場具有一定的實(shí)際指導(dǎo)意義。
[Abstract]:Customer service is very important for telecom operators. With the fourth reorganization of telecom industry in 2008, the service scope of the three major operators is the same, and the product types are overlapping day by day. Whether fixed network or mobile network consumers can achieve "three goods comparison", choose the best operators. Gradually from behind the scenes to the foreground, customer service level competition will become the focus of the future competition of the three major domestic telecom operators. Based on the author's work in telecom customer service management and according to the strategy of service transformation proposed by China Telecom Corporation, this paper studies the management system of telecom customer service in S City. From the marketing, delivery and service three service operation modules of customer service system, the whole process service management work, such as service standard formulation, service process inspection and supervision, follow-up service problem processing, etc. And through internal operation management analysis, internal staff interviews, customer service satisfaction investigation and other ways, explore the S City Telecom customer service management system problems. At the same time, we draw lessons from the customer service management experience of other excellent companies in other provinces and cities of the same industry, and put forward some suggestions on how to optimize and improve the service ability by perfecting the business process, strengthening the service standard and monitoring and so on. By studying the optimization strategy of customer service management system in S City, this paper analyzes how to improve the customer service management level of domestic operators. Especially, it analyzes the pre-management process and standard of customer service risk, effectively controls the service risk to telecom operators, and improves the service level and customer satisfaction. It has certain practical guiding significance for domestic telecom enterprises to deal with the increasingly fierce competition in the domestic market.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F626

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