The Research On The Improvement Scheme And Implementation Strategy In The Telecom Service Operation System

With the progress of the global economic development as one team, especially alone with the china's joining the WTO, the basic services term in the telecom industry promise that the telecom industry will be opened to the foreign capital gradually and all the telecom industry will be opened to them from the year 2007. This tendency needs our telecom service provider to learn the developed management experience from the foreign company in this industry, or else they will not fit for the international telecom service competition. At the same time with the innovation progress in our country, the telecom market environment factor tends to be more reasonable, and the "6+1" competition system was already constructed, the telecom service industry competition in china tend to be more acuity. All of those need our telecom operator provide better service content, service style, operational management and have a better service attitude.Customer centrally operational pattern is the main feature of the operation in the newly build enterprise. Under the more and more competitive telecom operation environment, more and more telecom enterprise begin to build a customer service management system to retain and attract more customers, and then increase the customer's loyalty, satisfaction and decrease the enterprise management cost. So, it is necessary to improve the service operational system if telecom enterprises want to improve its competition, improve its profit by converting the product oriented enterprise to the customer oriented enterprise. Now the service management experience tell the enterprises that they must construct themselves with the customer oriented operational system, improve the customer requirement feedback system, criterion the workflow in which the customer service is the core, build the customer oriented product and service design, and then cultivate the customer's loyalty to the enterprise, enlarge enterprise's profit quotient.The business operational hall in a telecom company is its service window; almost the service quality in the business operational hall is delegate the whole service quality in the telecom enterprise. In this article, it analyses the telecom business window service operational system from the point of service provider, and then provide a blue print and a plan to improve the service quality, and also it has already been practiced in the TONGDAO telecom company. At first, basing on the knowledge of the service...