论文部分内容阅读
为更好地服务客户,从主动防控着手降低客户投诉,有效提升投诉问题的解决能力,提升客户满意度,南通联通从内部管理入手、查找、分析服务中存在的短板问题,明确服务质量监督、检查、考核和责任追究制度,完善服务流程和服务质量协调机制,推进服务深层次管理。建立缺陷查找及服务承诺制度将问题发现由客户反馈提前至内部反馈
In order to better serve its customers, Nantong Unicom started with internal management to find out and analyze the shortcomings in service from the initiative prevention and control to reduce customer complaints, effectively improve the resolution ability of complaint issues and enhance customer satisfaction, and to clarify the quality of service Supervision, inspection, assessment and accountability system, improve the service process and service quality coordination mechanism, and promote the service of deep management. Establish defect search and service commitment system Find problems from customer feedback to internal feedback