Study On Promoting Service Capabilities Of Community Managers Working In The Telecommunication Branches

In the Intense competitions of the telecommunications industry, customer service satisfaction is vital to keeping a sustainable competitive edge. At present the change is experiencing that optical fibre replaces the copper fibre in the telecommunication technology market. It is urgent that focusing on the community managers who closely contact with customer groups, and furthermore analyzing and studying on the status of service capability of community managers and finding out the existent problems, oriented-designing and implementing the Service Capability Promoting Program (SCPP) of community managers and improving the custom service satisfaction and gaining the long-term competitive advantages.The paper is divided into five chapters. In the first chapter, the background and significance as well as the related theories are introduced about improving the service level of community managers. In the second chapter, analysis are performed about the service status of communication managers from the aspects of service management system, customer service and staff satisfaction, and then further finding out the shortage and reasons. In the third chapter, a comprehensive analysis and design are formulated about promoting the community manager service capability from the three aspects including community manager organization and incentive system, competence capability and service support system. In the fourth chapter, discuss are done about the community manager service capability effects. And in the final chapter, the main research achievement and contribution are abstracted, summarized and prospected for the paper.