The Research On Customer Complaint Management In Hunan Mobile Co., Ltd

Separated from China Telecom since 1999, China Mobile has been keeping flourishing growth. It not only promotes the overall development of the Tele-communication industry, but also results in significant impact on the national economic and life style. As the wholly owned subsidiary of China Mobile Group, Hunan Mobile Co. is promoting the Hunan Province economic development by continuous technology, business and service innovation. Becoming more and more popular and focused, China Mobile is seeing the increasing trend of Customer inquiries and complaints. The problems related to mobile communication are becoming the hotspots in the mobile communication catalog of the Yearly Consumer Complaint Report and arousing the awareness to enhance the customer complaint management.Being working in the service management function in a Mobile Company for many years, the author is deeply impressed by the problems in the complaint management in recent years and studying the customer complaint cases of Hunan Mobile through the theories and methods of Customer Complaint management, to figure out a set of customer complaint management system and ensure measure. solution to prevent and dispose the customer complaints. By fully study the organization chart, customer complaints, complaint handling procedure in Hunan Mobile Co. in recent years, author identified the problems with lacking of service awareness, promiscuous service grading, poor interior management and improper resource allocation, etc. Afterwards, the whole management frame of customer complaint management system and standard complaint handling procedure was introduced, including adopting the customer complaint system, setting up the backup handling scenario, improving the employee's capability, solving the hotspot problem. Finally, in order to ensure the proposals can be implemented effectively, the author points out four aspects must be enhanced:customer service awareness from all employee, internal organization system standardization, and public imagine maintenance system and social supervision system establishment.Hoping the sampling cases study can give some illumination remark on how to enhance the customer complaint management in a Mobile company. On the other hand help the company learning from the complaints to promote the company's service quality and core-competitive, make the development in a more healthy and orderly way.