Telecommunications Market, Customers Of The Group Under The New Pattern Of Hierarchical Service Management System

With the recombination of the Chinese Telecom industry, the competition has started a new era, not only on products, but even more on services.This paper explains in detail BMCC' s group customer service, with focus on the group-product problems that occurred in the pre-sales, sales and after-sales regions.This article discusses the shortcoming in the current service system and proposes to establish a tiered service-management system based on value assessment to meet the requirement. At the same time, the superiority and forward-looking of this new system have been proved by BMCC' s tiered customer service system during the 2008 Olympics. Finally, this paper forecasts the future prospects of this system.