Research On Customer Satisfaction Of Jiangsu Telecom Huai'an Branch

With the globalization of economy,the competition from the international market is becoming more and more fierce in China's telecom industry.In addition to the changes in the international environment,the competition in the domestic market is also gradually intensified.Since the restructuring and reform of China's telecommunications industry in 2008,the telecommunications market has been integrated into three operators,China Mobile,China Telecom and China Unicom.Since then,China's telecommunications industry has entered the whole business era.In the era of the whole business operation,the competition between the telecommunication industry becomes more intense.If we want to strengthen the competitive advantage and improve the quality of customer service in the fierce competition,the telecom enterprises will be faced with.The major survival of the subject.Based on the relevant theory of satisfaction,this paper analyzes the overall quality and the current situation of each sub-project with the result of customer satisfaction investigation of Jiangsu Telecom Huaian Branch.It is concluded that the problems of customer satisfaction are mainly reflected in the following aspects:network quality management,tariff package management,service quality management in business hall and complaint handling service management,etc.The main causes of customer satisfaction problems include:low service quality and behavior gap,insufficient brand image tension,fierce competition among the same industry.Customer-oriented service concept needs to be further improved and customer-oriented customer service system needs to be further optimized.Finally,the strategy of improving customer satisfaction of Jiangsu Telecom Huaian Branch is put forward.To improve the network quality satisfaction,we should do a good job in the construction of network hardware base stations,increase publicity efforts and encourage employees to report network problems;We should establish and perfect the charge standard and management system and do the service work well,improve the service satisfaction,improve the brand promotion ability,improve the attitude of service staff,and optimize the business service flow.Improve VIP customer manager service ability and implement regular business hall supervision and evaluation system;improve complaint service customer service full In the aspect of intention,we should deepen and improve the service remedy mechanism,strictly implement the complaint management and assessment system,dig into the core demands of users and solve the problems through the coordination and linkage of departments.