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Study on Customer Complaints Management Model of Information Infrastructure

Author: HuangYuQiang
Tutor: DuZuo
School: Lanzhou University
Course: Business Administration
Keywords: customer complaints Customer’s Management Satisfaction service enterprise information construction
CLC: F626
Type: Master's thesis
Year: 2009
Downloads: 66
Quote: 2
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Abstract


In this paper, compared the internal and external environment of the mobile communication operators in Gansu, combined with the author’s work experience in the management of complaints, with particular emphasis on complaint handling process of innovation and enterprise information construction, as well as the interaction between corporate culture construction, the new suitable model for mobile communications customers in the actual situation of complaint handling process are proposed.Combined with the information management systems theory, the theory of business process reengineering, the importance of customer satisfaction on service-oriented businesses and the handling of customer complaints of Gansu Mobile are analyzed. The result shown that customer center is the key to improve the efficiency of handling customer complaints, adjust customer complaints handling process, optimize customer complaints processing platform could also enhance customer satisfaction. Through the surveys of customer satisfaction and customer complaints assessment, the differences of how to propose the complaint of customers are analyzed. According to the customer satisfaction survey results in the complaint handling process, the long time of handling process, some of the results does not proposed, the low efficiency of customer complaint handling platform the problem of lower group customers, industrial customers and large customer satisfaction, customer complaint handling the problem of low satisfaction of Group’s customers, industrial customers and large customers. The improvement orientation of the customer complaints are listed in the paper. And then, combined with the status the enterprises, with a view to in-depth problem-solving, the needed specific content are proposed.

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CLC: > Economic > Posts and Telecommunications economic > Telecommunications > Telecommunications business organization and management
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