Management Of Telecom Customer Expectations And Enhance Customer Satisfaction

During the process of telecom enterprise Business activities, telecom price is cheaper as the day went away and telecom enterprise pay a lot of money for enhancing service. Comparing with bank, post etc. typical Service industries, the service level of telecom service is by far the leader. As a sharp contrast, the Demand of customers is more and more high,finding it increasingly difficult to meet. The reason is that, customer expectation is out of control. As a result, customer satisfaction is seriously affected.In the paper, more deeper analysis is done to management of telecom customer expectations and enhance customer satisfaction. Around the implementation points of management of customer expectations, strategies of management of telecom customer expectation and enhance customer satisfaction is designed on the basis of three principles. Design services marketing, customer communications management, customer guidance and education are adapted and applied on day-to-day operations. Method of theory with practice is adapted for managing telecom customer expectations, aims at finding effective ways of enhancing customer satisfaction. Link of plan, audit, implementation etc. are described here. Implementation of customer expectations about hours of waiting is focused on. In the end, experience and lessons of subject are aggregate from areas such as the cost estimates, promotion time and research data. Project implementation results are assessed from the internal and external angle.