Redeploing Enterprise Resource, Creating Service Advantage——The Analysis About The Key Customer Service System Of Guangzhou Telecommunication Bureau

This thesis is a case about the key customer service system of Guangzhou Telecommunication Bureau. The thesis consists of the case and the case analysis. The case part: Through the department manager抯 eyes, it truly depicts the establishment and development of the key customers service system in Guangzhou Telecommunication Bureau. From different points of view, it describes many incidents coming up in the key customer service. The case analysis part: Based on SWOT analysis tool and some theory of service marketing, such as Service-quality Gap Model, Services Marketing Mix (7扨) and service blue print, the writer analyzes the service concept, service process, organization structure of the key customer service system, trying to help the Guangzhou Telecommunication Bureau to improve the service quality and customer抯 satisfaction. At the same time , the writer hope that the thesis can be used for reference for key customer service in other trades.