Research On Optimization Of Key Issues In The Complaint Management Of Yunnan K Mobile Company

With the rapid development of Chinese communication industry,mobile communication is facing increasingly fierce competition.However,the competition between enterprises in the final analysis is the competition for customers,customer loyalty is the source and power of enterprise development.With the increasing use and attention of mobile communication business,mobile company business consulting and complaints increased year by year,so how to correctly and effectively solve customer complaints,reduce customer complaints,and maintain customer loyalty,is a hard nut to crack for the mobile communication industry managers.This article will take Yunnan K mobile company as the research object.In order to solve the main problems existing in the management of customer complaints of K mobile company,this paper makes an in-depth study on the relevant theories and methods of complaint management and puts forward a set of customer complaint management system optimization and improvement plan,hoping to improve Yunnan K mobile corporation's ability to manage its customers' complaints and then to improve its service level.The final goal is center on the customers and maintain old customers,attract new customers so that to improve the business efficiency.First of all,from four aspects of the company's organizational structure,customer complaints system,customer complaints handling procedure and customer complaints to analysis Yunnan K Mobile Corporation complaint management status;And then from the situation analysis,we find out the main problems of the company in the three major aspects of customer complaints support system,customer complaints handling procedure and customer complaints management;Finally,specific improvement measures are proposed for the key issues of the customer complaints management system,including adopting the customer complaint system,setting up the customer complaint handling plan,improving service personnel ability,establishing a full awareness of service and guaranteeing the quality of products or services.