The Study On The"Four In One" Of Customer Service Quality Management System

With the coming of3G era, the competition in the Telecom market is more and more fierce. It’s more and more obvious that the products in the telecom market from different companies are in same quality level. The focus of the competition is not the functions and prices any more, and it has switched to the competition of brand and good service. Finally it becomes a contest for customer sources. Therefore, the key point of the competitive core of the Telecom corporation is how to build up and maintain a good long term relationship of cooperation with customers, how to control customer sources, how to gain the belief from the customers, how to analyze the customers desire and value, and further to draft a strategy for corporation development.China Mobile Group Fujian Company follow"customer roots, service-oriented" service concept, Since2003started work satisfaction survey, and the customer satisfaction becomes an important part of performance assessment on the companies. In addition, It is committed to study and improve customer service quality management system.China Mobile customer service satisfaction in the domestic leading level.The thesis is a research on the status of Fujian Mobile Corporation customer satisfaction, taking the theory of the Service Quality Model、Peak-EndRule、CRM and so on as the guide, and building a "four in one" service quality management system to continuously shorten the gap between customer expectations and customer perception, improving customer service satisfaction level.The main conclusions are as follows:(1)Based on the Service Quality Model, we can fully identify and comprehend the gap between customers’ perceptions and their expectations, and to improve the customer’s perceptions.(2)As for customer service and care, we need to grasp the "Moment of Truth",andestablish MOT service specification, which is important to enhance the enterprise service satisfaction. (3)The customer’s responsiveness ability will be enhanced significantly if we fully take advantage of information technology and combine the CRM with their business systems.(4)To achieve effective enterprise customer service quality management,wemust establish a comprehensive management system based on customer perception management, service standards, service execution, service commitments and so on.(5)Combining with the situation of Fujian Mobile Corporation customer service,we build a scientific and feasible service quality management system.