Research On Customer Complaint Management Of Hunan Telecom Company

Since China telecom and China mobile had been separated into two parts in1999, Hunan Telecom Co. is always making innovations in technology, business, serves, etc. Those factors are promote flourish of Hunan economical construct. In recent years, Hunan Telecom Co.’s mobile communication presented a state of continue, speediness and increase and made great contribution on Hunan’s social economy and peoples’ daily lives. With constantly enhance, to telecom products and serves using-degree from large users, the customer complaints of Hunan Telecom Co. is increasing year by year. What’s more, many kinds of telecom quality problems has became the complain hot spot of customers, all of these are warning Telecom Co. should pay attention to customer complaints’management. The author was working at Hunan Telecom Co. for many years of serves management, so I have a deeply feeling on many kinds of customer complaints.In order to improve problems which exist in the large customer complaints management of Hunan Telecom Co., the author would start from domestic and overseas’research theories about customer complaints management, discuss complaint management’s connotations and functions, the theories of complaint management and the real meanings of complaint improvement, in addition, the author would make further research on Hunan Telecom Co.’s current situation of customer complaint management. In author’s opinion, Hunan Telecom Co. exist many problems currently, those problems are mainly embodied as:the unreason of process design, the unsharpness of responsibility positioning, insufficiency of resource allocation and lack of standardization of interior management. So the author proposed a series of measures that improve the efficiency and actuality of customer complaints management, such as:establishing the right management concept of customer complaints, optimizing the organization system of complaints serves, enhancing the supervisor management of complaints serves, completing business process of complaints management and so on.By research on the customer complaints management of Hunan Telecom Co., it is hoped that this study will shed some light on its strategy decision and on its long-term development planning。...