The Research On Customer Satisfaction Of CMCC Tangshan Branch

With the continuous development of China's telecommunications industry,the competition among the three major telecom operators-Mobile,China Unicom,and telecommunications-has become increasingly fierce.The main product of telecom operators is customer service.As a result,the customer satisfaction of telecom operators has now become a topic of concern to various departments such as the Ministry of Information Industry.Customer service has become the key to the development of telecom operators.In this context,telecom operators began to focus on customer satisfaction,and through customer satisfaction surveys,to understand the problems of their own services and the gap with competitors.This article revolves around the problem of customer satisfaction.Based on summarizing and correlating concepts and researches related to customer satisfaction,China Mobile Tangshan Branch is used as a specific research case to conduct research through research methods.Based on the research results,Analyze the defects and deficiencies in customer service provided by China Mobile Tangshan Branch,and propose corresponding enhancements and safeguards.The main conclusions of this paper are as follows:I.There are two main problems in the current customer service aspects of China Mobile Tangshan Branch.1.The overall customer satisfaction of China Mobile Tangshan Branch is acceptable,which meets the relevant requirements of China Mobile Headquarters,but there is a certain gap between the customer satisfaction of each district and county company.2.The Internet experience,tariff packages and business office experience are the key issues affecting the customer satisfaction of China Mobile Tangshan Branch.II.In response to the current customer service issues of China Mobile Tangshan Branch,the article puts forward specific measures for improving customer satisfactionof China Mobile Tangshan Branch: adopting the rotation mode to reduce the gap between companies in all districts and counties;adding 4G base stations to enhance customers Internet experience;By sending 4G card services,we will invite customers to exchange 4G cards;Improve hardware equipment in business halls,and at the same time promote publicity;Strengthen high-end customers and group customer support services;Collaborate with institutions to build campus networks and other ways to enhance services,Improve user satisfaction.III.Regarding the improvement of customer service support for China Mobile Tangshan Branch,the article proposes corresponding measures from the perspectives of strengthening the monitoring and promotion of the key elements of the existing stock customer service quality,constructing the NPS supervision system,and accelerating the management system to optimize the transformation..