Yongzhou Mobile3G Customer Complaint Management Research

As of2011September, China’s3G users has exceeded the number of100000000households, the3G business will have explosive growth trends, the next3years,3Gbusiness will drive the1trillion yuan demand. China Mobile Yongzhou companythrough technical innovation, service innovation, service innovation and promotingthe local economic construction of Yongzhou. In the past two years of businessdevelopment at3G3G high speed period, business consulting, the volume ofcomplaints is growing, involving3G business phenomena become nearly two yearscustomer hot hot. Therefore, more attention should be paid to Yongzhou mobile mustpresent3G customer complaint management.In this paper, according to the Yongzhou moving the existing mode of customercomplaint management overall situation investigation, through the study of customercomplaint management related to the theoretical knowledge and application ofresearch methods of management, of Yongzhou mobile company3G customercomplaint management current situation undertook thorough research and analysis,found the Yongzhou mobile3G customer service,3G service,3G service positioningmanagement system, management processes,3G3G service resource allocation and themain problem of five respects, thereby introducing3G customer complaintmanagement system and standardization of the3G customer complaint handlingprocess framework, proposed the3G customer complaints handling scheme, foursupporting system construction and the problems solutions. Finally, put forward toguarantee the effect, from internal management norms and3G resources, establishcomplete service consciousness, establish the main3G public maintenance mechanism,the establishment of3G social supervision system management, to ensure that the3Gcustomer complaint management scheme to landing implement.We hope that through this3G complaint research for Yongzhou mobile enhanced3G customer complaint management provides reference, in order to achieve thepromotion of Yongzhou mobile3G complaints into enterprise management, improvethe service quality of the whole of Yongzhou mobile and core competitiveness.