Exploration And Research On Customer Service Model In The Context Of3G Mobile Internet Telecommunications Enterprises

With the fourth round of the restructuring of the telecommunications industry and the issuance of3G licenses, China Mobile, China Unicom, China Telecom, they have shared the whole Chinese Market. It gradually forms the new competitive landscape of the telecommunications industry. The original product range, customer type, marketing strategy changed significantly. To maintain existing customers and new customers compete becomes the focus of the marketing strategies of the major carriers. How to prevent the loss of customers in the new situation? How to attract new customers? How to explore actively and implement customer service model? All of these problems become significant and practical to the telecommunications enterprises.The most significant feature of3G technology is to provide high-speed wireless data transmission function, which brought about a revolutionary change to previous users. In current telecommunications market, China Mobile, China Unicom and China Telecom maintain their own high-end customers according to their own customer demands. Meanwhile, they launched a comprehensive competition about how to attract new users by "service differentiations. But in the current telecom market, China Unicom Jiangsu Branch (here in after referred to as Jiangsu Unicom) do not have any obvious performance advantages in the market share. On the basis of service marketing theory, and from the perspective of customer service management, we explore the telecommunications enterprise customer service model in the context of3G Internet by survey methods and data mining. According to our research, besides providing users with the WCMDA high-speed network services, Jiangsu Unicom should fully adapt to the changes in consumer habits, to take full advantage of the Internet, to establish a new multimedia service channels, as well as to take the initiative to grab information from social media. What’more, we also should try various channels to get the knowledge about customers’ideas about the products and services, so that we can strengthen the interaction of Internet, electronic channels and users flexible, timely response to customer needs and resolve customer issues, as well as to improve the core competition and reputation of the company. What we studied on Jiangsu Unicom will also value to Chinese telecom companies.