论文部分内容阅读
消费者与电信运营商打交道时,常常会对某些服务的要求不理解,而且遇到问题时往往会听到“公司就是这样规定的”、“这样的问题我们需要与业务部门核实”等类似的答复——运营商客服人员的所有操作都基于公司的内部管理和规则。他们遵守着流程,然而,如何迅速而有效地为客户真正解决问题却被忽视了。一个必须引起我们重视的问题是:当前中国电信运营企业不仅要改进业务流程,而且要转变企业内部传统思维方式和观念,打破原有的、过时的经营假设与限制,使得电信运营企业业务流程重组不只是实现内部运营效率的提升,而且实现“完善客户服务,培育核心竞争
When dealing with telecom operators, consumers often do not understand the requirements of certain services and often encounter problems such as ”the company is such a requirement,“ ”such problems we need to verify with the business unit “And similar responses - All operations of operator support staff are based on the company’s internal management and rules. They follow the process, however, how to solve the problem for the customer quickly and effectively has been neglected. A problem we must attach importance to is: At present, China’s telecom operators not only need to improve their business processes, but also change their traditional internal ways of thinking and concepts to break the existing and outdated operating assumptions and restrictions and make the reorganization of telecom operators’ business processes Not only to achieve internal operational efficiency, but also to achieve ”improve customer service, cultivate core competition