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来源:百度知道 编辑:UC知道 时间:2024/05/19 14:41:51
一直以来,服务企业在现实中都面临着服务补救的困惑,服务补救理念的落后导致服务补救活动缺乏系统性是其根源。应该说,作为中国移动的最大子公司,对广东移动的服务补救系统研究将很大程度代表了我国电信行业的服务当前能力、水平,对了解和研究我国通信行业服务中这一领域的发展方向将有很强的参考价值。本文通过分析广东移动公司服务失误产生的原因、服务补救策略、服务补救系统的重要作用及服务补救的评估,提出服务补救系统的目的不应当局限于弥补服务失误,而在于系统性地减少服务失误。提出只有强化失误监控系统、建立进攻性的服务补救系统和完善服务改进系统,并且与广东移动公司中的其他系统相互融合,只有这样才能建立有效的服务补救系统,为公司赢得长期的竞争优势。

Has been faced with the reality of service in remedial services confusion The idea behind services remedy systemic resulting in a lack of remedial activities are its root causes. It should be said that as the largest subsidiary of China Mobile, Guangdong Mobile services on behalf of the remedial system to a large extent the current capacity of China's telecommunications services industry, the level My understanding of the telecommunications industry and research services in this area will have a strong development orientation of the reference value. Based on the analysis of the causes of errors in Guangdong Mobile services, remedial services strategy remedial services system and the important role the assessment of remedial services, the purpose of a service should not be limited to remedial services to make up for mistakes, but mistakes in a systematic manner to reduce services. Only strengthen the monitoring system errors to establish the offensive system and improve services