The Services Crisis Management Scheme Of The Yongzhou Telecom Branch-corporation

As for this society full of competitions, every enterprise is in an environment encountered with uncertainties. The enterprise has to face the crisis which could happen any time inevitably. Neither huge abroad companies, nor small quiet corporations can avoid the attack of crisis. However, people hasn't paid enough attention to the Crisis Management. A series of facts such as "Ju Ren Matter", "San Zhu Matter", "Li Ling Event" and so on repeatedly remind the enterprises to have a clear picture on Crisis Management. They should strong up the sense of Crisis Management, build up the crisis alert system and raise the level of Crisis Management.The author researches the services of China Telecom Yong Zhou subsidiary carefully using the theory and method of Crisis Management, to put up some scheme coping with the services crisis. Firstly, the author analyzes the customer satisfactory, service crisis and service unsatisfactory of the aim enterprise, finding out the main reason of breaking out of service crisis as the follows: personnel characters, system maintaining, operational and organizational management. Then the author puts up a plan of raising the level of service and predicting the service crisis to raise up the service quality and core competition of aim enterprises. Finally, the author writes down the coping orders, methods, relationships and measures focusing on the existing problems of service crisis. Even if it happens, we can take the measures to control the losses of the enterprise, to change the crises into challenges for greater development.This text wants to supply a little information on how to avoid the service crisis and how to cope with the service crisis in telecom enterprises by some example researches.