• Customer Satisfaction Management in Guangdong Mobile Service Center (Jiangmen)

Abstract

Customer satisfaction management is the core of customer service center in communications company, for Guangdong Mobile, the customer service center 10086 is unified pipelines responsible for external customer service, and plays a role as a bridge between company with customers. This case describes the situation that Guangdong Mobile 10086 customer service center faces enhance customer satisfaction management scenarios due to compete for “Best sia Pacific Call Center”. Around 10,086 service centers currently facing positioning uncertainty, high staff turnover rate, unclear situation dilemma of customer satisfaction, showing the challenge that call center will face, such as functional call center function positioning, staff management, customer satisfaction management in the context of in the new era.

Keywords: 10086 call center, customer service, customer satisfaction management