| 浅析通信运营商终端的全流程服务提升体系 |
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| 引用本文： | 程亚琴.浅析通信运营商终端的全流程服务提升体系[J].泰州职业技术学院学报,2013(3):16-18. |
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| 作者姓名： | 程亚琴 |
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| 作者单位： | 中国移动通信集团江苏有限公司泰州分公司,江苏泰州225300 |
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| 摘 要： | 文章在对通信运营商终端业务的战略意义及终端服务现状分析的基础上，提出了终端为王的时代，通信企业应该积极应对终端服务新挑战，落实终端全流程服务的各项举措。售前服务要未雨绸缪提升能力；售中服务要紧扣关键时刻给予关怀；售后服务要以客户为根闭环提升，以此构建终端售前、售中到售后的全流程服务体系，提升客户口碑与满意度。
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| 关 键 词： | 通信运营商 终端 全流程 服务提升 |
Balanced Bevdopment of Shipping Imurmce Scale and Benefit |
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| CHENG Ya-qin.Balanced Bevdopment of Shipping Imurmce Scale and Benefit[J].Journal of Taizhou Polytechnical Institute,2013(3):16-18. |
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| Authors: | CHENG Ya-qin |
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| Institution: | CHENG Ya-qin(China Mobile Taizhou Company, TaizhouJiangsu 225300, China ) |
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| Abstract: | Based on the strategic significance of cellphone business and the current situation of the cellphone services, the paper raised the opinion： in this communication era, the cellphone is the trump card of the competition for the communication companies, they should face the challenge of the cellphone services actively, take the a series of actions to set up the entire cellphone service flow. Prepare for exceptions to strengthen the skills in pre-sale step, capture the key moments to give the service care during the sale, and concentrate on customers to close the service loop after sale. As a whole, construct a perfect service system for cellphone business to raise the customers＇ experience and satisfaction. |
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| Keywords: | communication company cellphone whole process service improvement |
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