A Research Of Dissatisified Customers Management In Service Providing Process Based On X Telecom Company’s Practice

With the restructuring of the telecom industry in2008, operators had access to the whole business intelligence, communications between enterprises have become increasingly competitive, and customer services provided by telecom companies are highly required than before. In such a circumstance, pure price competition apparently cannot meet market and the consumer demand. As a conclusion, improving service, increasing customer satisfaction has become a consensus for telecom operators to stabilize their market share, to retain old customers, and an important measure to compete for new subscribers. In this context, the paper selected X Telecom Company as a research object, by systematically analyzing X Telecom’s business processes, and then discovered a succession of factors which would cause consumer’s dissatisfaction, correspondingly proposed optimization strategies. And eventually, pointed out that improving service quality is of great importance to win the market competition now.According to the above topics, this paper was based on service quality management, customer satisfaction and other related theories, systematically studied X Telecom Company’s customer satisfaction overall, in-depth explored the key elements which would affect service quality and subscriber’s satisfaction of Fixed,2G and3G business, and researched a series of problems of service quality within X Telecom’s business process. Combining with X Telecom Company’s status, this paper proposed an overall improvement, focusing on promoting as a service improvement direction, pointed out that the concept of customer service "Customers first, Service foremost" should be run through all aspects of X Telecom’s business operations. However, all specific service improvement should be combined with its own abilities, and start with those aspects which have greatest impact on customer satisfaction. In this thought, put forward at the macro from the network quality, tariff structure, business offices, electronic channels, customer hotline, value-added services such as six business processes fully start, affecting all aspects of customer satisfaction overall improvement. Specific implementation level, comprehensive data analysis and article X telecom situation, select each course of business the greatest impact on customer satisfaction as a key element of the quality improvement goals to ensuring that the company could prioritize limited resources to improve the greatest aspects which impact on customer satisfaction.After analyzing various factors which would affect X Telecom Company’s service quality, this paper put forward a series of effective measures to improve its service quality and customer satisfaction, I hope these approaches could be utilized to effectively improve or eliminate those defects which exist in X Telecom Company’s customer service, thereby making X Telecom Company serves its subscribers better. Additionally, this could provide a management method to other companies in same industry to optimize their customer service.