Study On The Improvement Of Heilongjiang Broadband Customer Service Mobile Corporation

With the development of communication operators business competition era,changes in market demand,the fundamental mode and the customer pain point at the same time,also means that the change of operation idea and management mode.China Mobile Communications Group Co.,Ltd.in Heilongjiang as a contender for the regional communications market,also began to test the water in the whole business operators in the field,but with the scale of development also gradually exposed the problems of lack of experience,flow is unclear,customer service experience,such as poor.Looking to the future,the competition of telecom operators is bound from the competition of network quality to customer service experience to change competition,competition in the core of the problem,is the competition of service quality,thus forming the customer resource contention.So as the operators concerned,how to improve customer service awareness and loyalty to enhance customer value,is an important problem to expand its operating income and profits is to pay close attention to the future development of the layout.At present,in all business operations,the family broadband business will become the company's business in Heilongjiang,one of the main drivers of growth,the development of family broadband will be the important strategic choice of Heilongjiang company.In order to ensure the sustainable development in the field of broadband,face the severe market competition,the company in addition to continue to strengthen the bandwidth rate,network coverage,the hardware facilities,but also in the face of the customer service process,do a good job optimization and improvement.Therefore,through the improvement of customer service process of Heilongjiang Mobile Corporation home broadband,it is particularly important.This paper mainly through the relevant theoretical knowledge and research using the corresponding management tools under the new situation of broadband business sense of customer service,first of all,there are factors for analysis of the impact of customer perception,for subsequent business process customer service satisfaction investigation,conclusions analysis lay the foundation.At thesame time,also through the SWOT analysis method,and competitor analysis method,to Heilongjiang company to enter the broadband market in Heilongjiang Province facing the overall competitive environment were analyzed.Meanwhile,this paper do to seriously study,find out the Heilongjiang company in the whole broadband business processes need to improve customer service specific links and contents of the Heilongjiang company broadband customer satisfaction survey and frontline staff satisfaction survey.At last,the author put forward the general idea of improving broadband customer service perceived necessity and problem solving,the related theory of customer service and customer satisfaction survey analysis based on the results,the formation of a broadband customer service satisfaction model.This paper from the actual situation of Heilongjiang Mobile Company,to improve service process and improve customer service level based,combined with practical and effective management tools use tries to scientific theory as a guide,seeking to build a practical broadband customer service process flow of the system.