Research On Customer Complaint Management Of Yangzhou Mobile Company

In recent years,the continuous and rapid growth of mobile communications in our country has had an important impact on people's daily life.As a local "the largest,the fastest-growing and The most effective" telecom operator,Yangzhou Mobile constantly reforms and innovates in technology,business and service to promote the economic development of Yangzhou.However,along with the continuous improvement of customer usage level and concerns,the number of complaints from mobile customers in Yangzhou has also been on the rise year by year.Relevant issues related to mobile communications have also become hot spots of consumer complaints each year,which constantly remind enterprises to emphasis on customer complaint management.In this paper,the author worked in Yangzhou mobile company and engaged in service management for several years.In recent years,the author was deeply touched by the confusion and problems of management complaints that the enterprises faced.In order to solve the problems of Yangzhou Mobile in customer management,the author uses the theories and methods of complaint management to conduct an in-depth research and analysis on the customer complaint management of Yangzhou Mobile,which is the target enterprise,and proposes the improvement plans for Yangzhou mobile customer complaint management.First of all,this paper introduces the status quo of the complaints management of mobile customers in Yangzhou from four aspects:customer complaint channels,customer complaint types,complaint management organizational structures and complaint handling systems.And from the in-depth analysis of the customer complaint reasons,customer complaint satisfaction and complaints typical cases,the author finds four problems in complaints management:1.The technical business units and production unit's KPI concept is too heavy.Complaint management awareness is not strong and the concept is not clear.2.The complaint handling process is too complicated.3.Complaint handling staffs' skills Jagged and they are also lack of systematic training.4.The measures for complaints management assessment are not perfect enough and the implementation of the intensity is not strong too.The author further analyzes the impacts of these issues on the Yangzhou Mobile,mainly related to the volumes of complaints,customer NPS and customer off-grid rates.Finally,it puts forward the improvement plans for Yangzhou mobile customer complaint management.It includes five aspects:setting up the correct customer complaint management concept,improving the comprehensive skills of complaint handling staffs,optimizing the complaint handling process,improving the complaint evaluation system and strengthening the product quality monitoring.This article hopes to provide references for mobile enterprises how to strengthen customer complaints management through case studies in order to promote communication enterprises to convert complaints into resources and improve the overall service quality and competitiveness of enterprises.