The Research On Customer Management Of High-complaints In Shanghai Mobile

Shanghai mobile is very concerned about customer service. It is committed to creating an unlimited communication world and pursuit of excellence in service quality. In recent years, high-complaints customers in Shanghai Mobile have increased to more than 30000, the customers through various ways to complain their demands. But enterprises are often unable to get their recognition. Customers are not satisfied with the Shanghai Mobile. In this research, high-complaints customers in Shanghai mobile as a research object, focusing on its causes of complaints and put forward the effective solutions. High-complaints customers satisfaction is always not high, and it make suitable for current high-complaints customers.The literature reports based on customer satisfaction theory and service quality, customer relationship management, High-complaints customers in Shanghai Mobile as the research object, through the analysis of Shanghai Mobile high-complaints customers complaints related data, and questionnaire to the Shanghai Mobile high-complaints customers complaints, they study the reasons and current situation of high-complaints customers. Through the research found that: Shanghai Mobile high-complaints customers complaints are divided for the common complaints and the specific complaints. We must develop a complaint handling solutions for these two types of complaints to improve customer satisfaction, in order to effectively manage the Shanghai Mobile high-complaints. According to the above problems, this paper puts forward some suggestions to improve the common complaints and the specific complaints and to develop a customer management mechanism with Shanghai Mobile high-complaints customers.