C Telecom Services Standard Construction Methods And Implementation

China had been WTO member for four more years, and each kind of service market competition entered a brand-new stage. As a service enterprise, which dedicated to develop its business in the intense market competition, it must improve the quality of service to make customer feel satisfied. Carrying on the construction of service criterion was an important method to improve the quality of service. By the construction enterprises can standardize staff's service behavior and guarantee the uniformity and the continuity of service provided by enterprise, and gradually improve the quality of service. But many enterprises only modeled service criterion which had been formulated and implemented by other enterprises, and did not make the research of the implementation of service criterion how to influence customer's satisfaction, and lack thorough analysis to problems of the construction of service criterion. How to effectively carry on the construction and implementation of service criterion had been a new question which many service enterprises had to face now.The paper studied the C Telecom Company's service criterion. First the present situation of the construction and implementation of C Telecom Company's service criterion was analyzed and evaluated by constructing a study model of service criterion. Then the writer used the Service Management theory such as Customer Satisfaction,Service Encounter, Internal Marketing to optimize the content of service criterion and found the system of service criterion, and put forward the proposal of the implementation of service criterion. It will be some reference for other enterprise about how to construct and implement the enterprise's service criterion.The writer advised C Telecom Company should carry on the construction with proper priority about the service criterion of service flow, staff's service conversation, staff's service behavior of the front-line department, and should found the system of service criterion including general enterprise-class service criterion and special department-class service criterion. C Telecom Company should carry on internal marketing to reduce the resistance of the implementation of service criterion, and measures such as adjusting service flow, compartmentalizing level of service-criterion's content and stage of the implementation of service criterion should be used to guarantee the effect of the construction and implementation of C Telecom Company's service criterion.