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随着电信运营企业之间硬件设施差距的缩少,电信企业之间的竞争已由网络资源转移到差异化服务上来,电信运营业务已经进入服务制胜的时代。运营企业间的竞争将最终体现在服务上,即以优质、主动、便捷的个性化服务吸引客户。营业厅作为营销和服务的窗口,是与客户进行沟通交流的一个重要接触点,它也是客户感知的主要来源,所以创新管理、用心服务尤为重要。
With the shrinking of the hardware facilities between telecom operators, the competition among telecom companies has shifted from network resources to differentiated services, and telecom operators have entered the era of service winning. The competition among operators will be finally reflected in the service, that is, customers will be attracted by high-quality, proactive and convenient personalized service. As a window of marketing and service, the business hall is an important point of contact and communication with customers. It is also the main source of customer perception. Therefore, innovation management and in-service service are especially important.