中国电信服务工作会材料(模板)课件

1、中国电信泸州分公司中国电信泸州分公司1000010000客户服务中心客户服务中心 1服务目标服务目标服务举措服务举措服务短板服务短板服务成效服务成效2XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX3服务专服务专题讲座题讲座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

2、XXXXXXXXXX服务专服务专题讲座题讲座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX X XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXX XXXXXXXXXXXX双驱动策略双驱动策略4“四化四化”服务服务XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

3、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX5规范新业务体验推广模式：规范新业务体验推广模式：XXXXXXXXXXXXXXXXXXXXXXXXXXXX遏制越级投诉增长遏制越级投诉增长XXXXXXXXXXXXXXXXXXXXXX成立成立XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX统一管理统一管理XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务短板整治服务短板整治增值业务管理增值业务管理IIS7宽带维护宽带维护针对性整治服务短板问题60707年荣膺年荣膺

4、XXXXXXXXXXXXXXXXXXXXXXXXXX申报申报20072007年年XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX政企政企XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX7客户客户XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服务服务XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX品牌品牌XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

5、XXXXXXX xxxxxxxxxxxxxxXXXXXXXXXXXXXX xxxxxxxxxxxxxxXXXXXXXXXXXXXX 宽带宽带XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX转型转型XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX8行业现状行业现状客户需求客户需求企业转型企业转型9客户认可客户认可联通联通行业现状行业现状行业内服务竞争愈演愈烈行业内服务竞争愈演愈烈客户群购买形式、购买特点及购买心理发生变化客户群购买形式、购买特点及购买心理发生变化

6、客户接受服务的意识增强，服务需求提升客户接受服务的意识增强，服务需求提升客户满意的服务客户满意的服务可靠的企业信誉、服务支撑和服务质量可靠的企业信誉、服务支撑和服务质量立足客户感知的差异化服务立足客户感知的差异化服务当前服务背景当前服务背景六大电信运营商服务对象同质化，通讯六大电信运营商服务对象同质化，通讯市场整体化市场整体化以以“差异化差异化”服务作为客户吸引点服务作为客户吸引点10市场结构区域文化市场目标产品使用售后服务竞争对手客户需求差异化以客户为导向的差异化服务营销模式客户需求客户需求 市场发展影响客户需求，客户需求决定市场差异市场发展影响客户需求，客户需求决定市场差异企业在制定客户服

7、企业在制定客户服务战略时必须考虑到客户的差异性，综合多种差异化市场因素，以客户为导务战略时必须考虑到客户的差异性，综合多种差异化市场因素，以客户为导向，建立全新营销模式向，建立全新营销模式差异化客户服务战略。差异化客户服务战略。 11营销转型：创新型渠道网络构建差异化服务体系提升企业竞争力业务转型：以多媒体业务为核心企业转型企业转型 企业企业转型后，服务将以多媒体业务为核心，业务种类更丰富，运营渠道更多样化，转型后，服务将以多媒体业务为核心，业务种类更丰富，运营渠道更多样化，必须由一个立体的、全天候的、渗透性更强的渠道网络予以承载。必须由一个立体的、全天候的、渗透性更强的渠道网络予以承载。 随

8、着客户需求的转变以及电信业务的转型，为适应未来多样化的市场需求和服务随着客户需求的转变以及电信业务的转型，为适应未来多样化的市场需求和服务要求，电信企业实施差异化服务战略，构建差异化服务体系已是迫在眉睫。要求，电信企业实施差异化服务战略，构建差异化服务体系已是迫在眉睫。12总体思路总体思路总体目标总体目标具体安排具体安排13XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

9、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 省公司服务工作思路省公司服务工作思路泸州分公司服务工作思路泸州分公司服务工作思路14 促进促进xxxxxxxxxxxxXXXXXXXXXXxxxxxxxxxxxxXXXXXXXXXXXXXXXXXXXX

10、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 客户客户XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

11、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXX

12、XXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX全市目标全市目标客户接触点客户接触点服务支撑服务支撑15改进四个改进四个短板短板XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX提升三项提升三项能力能力XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX推进两项推进两项驱动驱动XXXXXXXXXXXXXXXXXXXXXX坚持一个坚持一个核心核心XXXXXXXXXXXXXXXXXXX

13、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

14、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX16外树外树XXXX内抓内抓XXXX以服务促成客户价值延伸以服务促成客户价值延伸客户感知为核心客户感知为核心“XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX”“XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

15、XX” XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXX17双驱动推进双驱动推进XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

16、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX18XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX三项能力提升三项能力提升XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

17、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXX

18、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

19、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 19XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

20、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX20XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

21、XXXXXXXXXXXXXXXXXXXXXXXXXX三项能力提升三项能力提升21四项短板改进四项短板改进XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX22计划进程计划进程23用户至

22、上用户至上 用心服务用心服务用户至上用户至上 用心服务用心服务2008年，是泸州电信转型攻坚之年，机遇与挑战并存。面对未来，我们也更有面对困难的信心与挑战的勇气：用心至诚，永远是泸州电信人不断超越、不断创造的目标和准则。让我们在激情燃烧的2008年携手并进、全力冲锋、攻坚破难，实现泸州电信服务能力新跨越。用户至上用户至上 用心服务用心服务MarchMarch 1020082008年，XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX24品牌服务团队品牌服务团队XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX