论文部分内容阅读
从2003年6月到2004年3月,短短的8个月中用户马再望先生在深圳电信10000号创下了196份的投诉记录。其咨询投诉面由中国电信的服务宗旨到企业文化,由服务态度到服务意识,由障碍受理时限到话费计算,由“市话通”到卡类业务涉及多个方面。那时,10000号平均每三天至少要受理马先生两桩投诉。他对扣费锱铢必较,具有灵敏的消费触觉,如果不能说服他,就会造成前台冗长的接话,且严重加大后台处理的工作量。
From June 2003 to March 2004, Mr. Ma Zhanwang, a subscriber in a short span of eight months, set 196 complaint records at Shenzhen Telecom 10000. Its consulting and complaints from the service tenet of China Telecom to corporate culture, from the service attitude to service awareness, from the acceptance of the delay to the calculation of the bill, from “Caller” to the card business involves many aspects. At that time, on average, 10000 would accept at least two complaints from Mr. Ma every three days. He will deduct more than baht charge, with a sensitive consumer touch, if you can not convince him, it will result in lengthy reception desk, and a serious increase in the workload of background processing.