湖南移動(dòng)VIP客戶有效服務(wù)研究.pdf

1、湘潭大學(xué)碩士學(xué)位論文湖南移動(dòng)VIP客戶有效服務(wù)研究姓名：朱振輝申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：工商管理指導(dǎo)教師：劉望20081028Abstract The creation of a scientific service system and the improvement of service effectiveness is the consensus of the mobile communications industry. This

2、 project is mainly around the following research: Chapter I Clear five theoretical foundations, including service maturity; define the meaning of effectively service; customer demand theory; customer satisfaction survey

3、 methods and business services, control methods. Chapter II It summed up analysis of the research about VIP services of China mobile. The questionnaire is based on the service demands of customers at different levels; t

4、he needs of customers in different occupations and different geographical; the service evaluation of customer satisfaction; customer service managers’ evaluation and so on. Chapter III of this chapter is the core of the

5、 project. That is the establishment of an effective VIP service management system; clear the key of effective services implementations. Management system include: the definition of effective service, customer needs analy

6、sis, service specification management, create brand service, effective services flow, services management standard. The main focus of improving the services quality includes the training of customer managers, services pr

7、oducts Packaging, special services improve. Then regard to the demand of information system for a brief exposition. Chapter IV It Summaries focus topic and giving the analysis and improvement suggestion. Involving Accoun

8、t Manager working, green channel, mobile phone maintenance and hotel discounts. Chapter V Regard to the VIP services and other related aspects of the management proposals, including the issue of customer segmentation, ma