中國(guó)電信服務(wù)工作會(huì)材料(模板)課件

1、中國(guó)電信瀘州分公司中國(guó)電信瀘州分公司1000010000客戶服務(wù)中心客戶服務(wù)中心 1服務(wù)目標(biāo)服務(wù)目標(biāo)服務(wù)舉措服務(wù)舉措服務(wù)短板服務(wù)短板服務(wù)成效服務(wù)成效2XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX3服務(wù)專服務(wù)專題講座題講座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

2、XXXXXXXXXX服務(wù)專服務(wù)專題講座題講座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX X XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXX雙驅(qū)動(dòng)策略雙驅(qū)動(dòng)策略4“四化四化”服務(wù)服務(wù)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

3、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX5規(guī)范新業(yè)務(wù)體驗(yàn)推廣模式：規(guī)范新業(yè)務(wù)體驗(yàn)推廣模式：XXXXXXXXXXXXXXXXXXXXXXXXXXXX遏制越級(jí)投訴增長(zhǎng)遏制越級(jí)投訴增長(zhǎng)XXXXXXXXXXXXXXXXXXXXXX成立成立XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX統(tǒng)一管理統(tǒng)一管理XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)短板整治服務(wù)短板整治增值業(yè)務(wù)管理增值業(yè)務(wù)管理IIS7寬帶維護(hù)寬帶維護(hù)針對(duì)性整治服務(wù)短板問(wèn)題60707年榮膺年榮膺

4、XXXXXXXXXXXXXXXXXXXXXXXXXX申報(bào)申報(bào)20072007年年XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX政企政企XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX7客戶客戶XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)服務(wù)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX品牌品牌XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

5、XXXXXXX xxxxxxxxxxxxxxXXXXXXXXXXXXXX xxxxxxxxxxxxxxXXXXXXXXXXXXXX 寬帶寬帶XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX轉(zhuǎn)型轉(zhuǎn)型XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX8行業(yè)現(xiàn)狀行業(yè)現(xiàn)狀客戶需求客戶需求企業(yè)轉(zhuǎn)型企業(yè)轉(zhuǎn)型9客戶認(rèn)可客戶認(rèn)可聯(lián)通聯(lián)通行業(yè)現(xiàn)狀行業(yè)現(xiàn)狀行業(yè)內(nèi)服務(wù)競(jìng)爭(zhēng)愈演愈烈行業(yè)內(nèi)服務(wù)競(jìng)爭(zhēng)愈演愈烈客戶群購(gòu)買形式、購(gòu)買特點(diǎn)及購(gòu)買心理發(fā)生變化客戶群購(gòu)買形式、購(gòu)買特點(diǎn)及購(gòu)買心理發(fā)生變化

6、客戶接受服務(wù)的意識(shí)增強(qiáng)，服務(wù)需求提升客戶接受服務(wù)的意識(shí)增強(qiáng)，服務(wù)需求提升客戶滿意的服務(wù)客戶滿意的服務(wù)可靠的企業(yè)信譽(yù)、服務(wù)支撐和服務(wù)質(zhì)量可靠的企業(yè)信譽(yù)、服務(wù)支撐和服務(wù)質(zhì)量立足客戶感知的差異化服務(wù)立足客戶感知的差異化服務(wù)當(dāng)前服務(wù)背景當(dāng)前服務(wù)背景六大電信運(yùn)營(yíng)商服務(wù)對(duì)象同質(zhì)化，通訊六大電信運(yùn)營(yíng)商服務(wù)對(duì)象同質(zhì)化，通訊市場(chǎng)整體化市場(chǎng)整體化以以“差異化差異化”服務(wù)作為客戶吸引點(diǎn)服務(wù)作為客戶吸引點(diǎn)10市場(chǎng)結(jié)構(gòu)區(qū)域文化市場(chǎng)目標(biāo)產(chǎn)品使用售后服務(wù)競(jìng)爭(zhēng)對(duì)手客戶需求差異化以客戶為導(dǎo)向的差異化服務(wù)營(yíng)銷模式客戶需求客戶需求 市場(chǎng)發(fā)展影響客戶需求，客戶需求決定市場(chǎng)差異市場(chǎng)發(fā)展影響客戶需求，客戶需求決定市場(chǎng)差異企業(yè)在制定客戶服

7、企業(yè)在制定客戶服務(wù)戰(zhàn)略時(shí)必須考慮到客戶的差異性，綜合多種差異化市場(chǎng)因素，以客戶為導(dǎo)務(wù)戰(zhàn)略時(shí)必須考慮到客戶的差異性，綜合多種差異化市場(chǎng)因素，以客戶為導(dǎo)向，建立全新?tīng)I(yíng)銷模式向，建立全新?tīng)I(yíng)銷模式差異化客戶服務(wù)戰(zhàn)略。差異化客戶服務(wù)戰(zhàn)略。 11營(yíng)銷轉(zhuǎn)型：創(chuàng)新型渠道網(wǎng)絡(luò)構(gòu)建差異化服務(wù)體系提升企業(yè)競(jìng)爭(zhēng)力業(yè)務(wù)轉(zhuǎn)型：以多媒體業(yè)務(wù)為核心企業(yè)轉(zhuǎn)型企業(yè)轉(zhuǎn)型 企業(yè)企業(yè)轉(zhuǎn)型后，服務(wù)將以多媒體業(yè)務(wù)為核心，業(yè)務(wù)種類更豐富，運(yùn)營(yíng)渠道更多樣化，轉(zhuǎn)型后，服務(wù)將以多媒體業(yè)務(wù)為核心，業(yè)務(wù)種類更豐富，運(yùn)營(yíng)渠道更多樣化，必須由一個(gè)立體的、全天候的、滲透性更強(qiáng)的渠道網(wǎng)絡(luò)予以承載。必須由一個(gè)立體的、全天候的、滲透性更強(qiáng)的渠道網(wǎng)絡(luò)予以承載。 隨

8、著客戶需求的轉(zhuǎn)變以及電信業(yè)務(wù)的轉(zhuǎn)型，為適應(yīng)未來(lái)多樣化的市場(chǎng)需求和服務(wù)隨著客戶需求的轉(zhuǎn)變以及電信業(yè)務(wù)的轉(zhuǎn)型，為適應(yīng)未來(lái)多樣化的市場(chǎng)需求和服務(wù)要求，電信企業(yè)實(shí)施差異化服務(wù)戰(zhàn)略，構(gòu)建差異化服務(wù)體系已是迫在眉睫。要求，電信企業(yè)實(shí)施差異化服務(wù)戰(zhàn)略，構(gòu)建差異化服務(wù)體系已是迫在眉睫。12總體思路總體思路總體目標(biāo)總體目標(biāo)具體安排具體安排13XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

9、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 省公司服務(wù)工作思路省公司服務(wù)工作思路瀘州分公司服務(wù)工作思路瀘州分公司服務(wù)工作思路14 促進(jìn)促進(jìn)xxxxxxxxxxxxXXXXXXXXXXxxxxxxxxxxxxXXXXXXXXXXXXXXXXXXXX

10、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 客戶客戶XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

11、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXX

12、XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX全市目標(biāo)全市目標(biāo)客戶接觸點(diǎn)客戶接觸點(diǎn)服務(wù)支撐服務(wù)支撐15改進(jìn)四個(gè)改進(jìn)四個(gè)短板短板XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX提升三項(xiàng)提升三項(xiàng)能力能力XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX推進(jìn)兩項(xiàng)推進(jìn)兩項(xiàng)驅(qū)動(dòng)驅(qū)動(dòng)XXXXXXXXXXXXXXXXXXXXXX堅(jiān)持一個(gè)堅(jiān)持一個(gè)核心核心XXXXXXXXXXXXXXXXXXX

13、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

14、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX16外樹(shù)外樹(shù)XXXX內(nèi)抓內(nèi)抓XXXX以服務(wù)促成客戶價(jià)值延伸以服務(wù)促成客戶價(jià)值延伸客戶感知為核心客戶感知為核心“XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX”“XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

15、XX” XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXX17雙驅(qū)動(dòng)推進(jìn)雙驅(qū)動(dòng)推進(jìn)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

16、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX18XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX三項(xiàng)能力提升三項(xiàng)能力提升XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

17、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXX

18、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

19、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 19XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

20、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

21、XXXXXXXXXXXXXXXXXXXXXXXXXX三項(xiàng)能力提升三項(xiàng)能力提升21四項(xiàng)短板改進(jìn)四項(xiàng)短板改進(jìn)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX22計(jì)劃進(jìn)程計(jì)劃進(jìn)程23用戶至

22、上用戶至上 用心服務(wù)用心服務(wù)用戶至上用戶至上 用心服務(wù)用心服務(wù)2008年，是瀘州電信轉(zhuǎn)型攻堅(jiān)之年，機(jī)遇與挑戰(zhàn)并存。面對(duì)未來(lái)，我們也更有面對(duì)困難的信心與挑戰(zhàn)的勇氣：用心至誠(chéng)，永遠(yuǎn)是瀘州電信人不斷超越、不斷創(chuàng)造的目標(biāo)和準(zhǔn)則。讓我們?cè)诩で槿紵?008年攜手并進(jìn)、全力沖鋒、攻堅(jiān)破難，實(shí)現(xiàn)瀘州電信服務(wù)能力新跨越。用戶至上用戶至上 用心服務(wù)用心服務(wù)MarchMarch 1020082008年，XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX24品牌服務(wù)團(tuán)隊(duì)品牌服務(wù)團(tuán)隊(duì)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX