1、构建差异化服务体系 探索服务自愈机制有效改善品牌客户感知 助力企业转型攻坚,10000客户服务中心,屋檐人家资料下载http:/收集提供,版权归原作者所有,第一部分 2007年服务工作回顾,服务目标,服务举措,服务短板,服务成效,XXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXX,XXXX,XXXXXXXXXXXXXXXXXXXXXXXXX,全员化,XXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXX,精细化,差异化,前置化,规范
2、新业务体验推广模式：XXXXXXXXXXXXXX遏制越级投诉增长XXXXXXXXXXX,成立XXXXXXXXXXXXXXXXXXXXXXXX统一管理XXXXXXXXXXXXXXXXXXX,第一部分 2007年服务工作回顾,行业现状,客户需求,企业转型,第三部分 2008年服务工作安排,第二部分 差异化服务构建背景,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接受服务的意识增强，服务需求提升,以客户为导向的差异化服务营销模式,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，建立全新营销模式差异
3、化客户服务战略。,构建差异化服务体系提升企业竞争力,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，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。,总体思路,总体目标,具体安排,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
4、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,省公司服务工作思路,泸州分公司服务工作思路,促进xxxxxxxxxxxxXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX 客户XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
5、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
6、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,外树XXXX,内抓XXXX,以服务促成客户价值延伸,“XXXXXXXXXXXXXXXXX”“XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX”,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX XXXXXXXXXXXXX,服务文化,服务管理,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,品牌服务团队,差异化服务标准,差异化服务流程,电子渠道,实体渠道,XXXXXXXXXXXXXXXXXXX
7、XXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXX,XXXX,XXXX,XXXX,
8、XXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,用户至上 用心服务,用户至上 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
9、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 用心服务,March 102008,2008年，XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX,pOXLp7v0djZKylHSJr3WxBmHK6NJ2GhiBeFZ7R4I30kA1DkaGhn3XtKknBYCUDx
10、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,
