服務(wù)工作會(huì)材料模板

構(gòu)建差異化服務(wù)體系探索服務(wù)自愈機(jī)制有效改善品牌客戶(hù)感知助力企業(yè)轉(zhuǎn)型攻堅(jiān) 10000客戶(hù)服務(wù)中心

屋檐人家·資料下載收集提供,版權(quán)歸原作者所有第一部分2007年服務(wù)工作回顧服務(wù)目標(biāo)服務(wù)舉措服務(wù)短板服務(wù)成效第三部分2008年服務(wù)工作安排第二部分差異化服務(wù)構(gòu)建背景XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)指標(biāo)完成情況服務(wù)專(zhuān)題講座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)專(zhuān)題講座XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

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XXXXXX服務(wù)舉措雙驅(qū)動(dòng)策略服務(wù)舉措“四化”服務(wù)全員化XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX精細(xì)化差異化前置化規(guī)范新業(yè)務(wù)體驗(yàn)推廣模式：XXXXXXXXXXXXXX遏制越級(jí)投訴增長(zhǎng)XXXXXXXXXXX成立XXXXXXXXXXXXXXXXXXXXXXXX統(tǒng)一管理XXXXXXXXXXXXXXXXXXX服務(wù)舉措服務(wù)短板整治增值業(yè)務(wù)管理IIS7寬帶維護(hù)針對(duì)性整治服務(wù)短板問(wèn)題服務(wù)成效07年榮膺XXXXXXXXXXXXX申報(bào)2007年XXXXXXXXXXXXXXXXX政企XXXXXXXXXXXXXXXXXXXXXX客戶(hù)XXXXXXXXXXXXXXXXXXXXXXX服務(wù)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)短板品牌XXXXXXXXXXXXXXXXXXXXXXXXXXXxxxxxxxxxxxxxxXXXXXXXXXXXXXX寬帶XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX轉(zhuǎn)型XXXXXXXXXXXXXXXXXXXXXXXXXXXX第一部分2007年服務(wù)工作回顧行業(yè)現(xiàn)狀客戶(hù)需求企業(yè)轉(zhuǎn)型第三部分2008年服務(wù)工作安排第二部分差異化服務(wù)構(gòu)建背景客戶(hù)認(rèn)可聯(lián)通服務(wù)形勢(shì)行業(yè)現(xiàn)狀行業(yè)內(nèi)服務(wù)競(jìng)爭(zhēng)愈演愈烈客戶(hù)群購(gòu)買(mǎi)形式、購(gòu)買(mǎi)特點(diǎn)及購(gòu)買(mǎi)心理發(fā)生變化客戶(hù)接受服務(wù)的意識(shí)增強(qiáng)，服務(wù)需求提升客戶(hù)滿(mǎn)意的服務(wù)——可靠的企業(yè)信譽(yù)、服務(wù)支撐和服務(wù)質(zhì)量——立足客戶(hù)感知的差異化服務(wù)當(dāng)前服務(wù)背景——六大電信運(yùn)營(yíng)商服務(wù)對(duì)象同質(zhì)化，通訊市場(chǎng)整體化——以“差異化”服務(wù)作為客戶(hù)吸引點(diǎn)市場(chǎng)結(jié)構(gòu)區(qū)域文化市場(chǎng)目標(biāo)產(chǎn)品使用售后服務(wù)競(jìng)爭(zhēng)對(duì)手客戶(hù)需求差異化以客戶(hù)為導(dǎo)向的差異化服務(wù)營(yíng)銷(xiāo)模式服務(wù)形勢(shì)客戶(hù)需求市場(chǎng)發(fā)發(fā)展影影響客客戶(hù)需需求，，客戶(hù)戶(hù)需求求決定定市場(chǎng)場(chǎng)差異異———企業(yè)業(yè)在制制定客客戶(hù)服服務(wù)戰(zhàn)戰(zhàn)略時(shí)時(shí)必須須考慮慮到客客戶(hù)的的差異異性，，綜合合多種種差異異化市市場(chǎng)因因素，，以客客戶(hù)為為導(dǎo)向向，建建立全全新?tīng)I(yíng)營(yíng)銷(xiāo)模模式———差差異化化客戶(hù)戶(hù)服務(wù)務(wù)戰(zhàn)略略。營(yíng)銷(xiāo)轉(zhuǎn)型：創(chuàng)新型渠道網(wǎng)絡(luò)構(gòu)建差異化服務(wù)體系提升企業(yè)競(jìng)爭(zhēng)力業(yè)務(wù)轉(zhuǎn)型：以多媒體業(yè)務(wù)為核心服務(wù)形勢(shì)企業(yè)轉(zhuǎn)型企業(yè)轉(zhuǎn)型后后，服服務(wù)將將以多多媒體體業(yè)務(wù)務(wù)為核核心，，業(yè)務(wù)務(wù)種類(lèi)類(lèi)更豐豐富，，運(yùn)營(yíng)營(yíng)渠道道更多多樣化化，必必須由由一個(gè)個(gè)立體體的、、全天天候的的、滲滲透性性更強(qiáng)強(qiáng)的渠渠道網(wǎng)網(wǎng)絡(luò)予予以承承載。。隨著客客戶(hù)需需求的的轉(zhuǎn)變變以及及電信信業(yè)務(wù)務(wù)的轉(zhuǎn)轉(zhuǎn)型，，為適適應(yīng)未未來(lái)多多樣化化的市市場(chǎng)需需求和和服務(wù)務(wù)要求求，電電信企企業(yè)實(shí)實(shí)施差差異化化服務(wù)務(wù)戰(zhàn)略略，構(gòu)構(gòu)建差差異化化服務(wù)務(wù)體系系已是是迫在在眉睫睫。第一部分2007年服務(wù)工作回顧第三部分2008年服務(wù)工作安排第二部分差異化服務(wù)構(gòu)建背景總體思路總體目標(biāo)具體安排總體思路XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX省公公司司服服務(wù)務(wù)工工作作思思路路瀘州州分分公公司司服服務(wù)務(wù)工工作作思思路路總體目標(biāo)促進(jìn)進(jìn)xxxxxxxxxxxxXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX客戶(hù)戶(hù)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX全市目標(biāo)客戶(hù)接觸點(diǎn)服務(wù)支撐改進(jìn)四個(gè)短板X(qián)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX提升三項(xiàng)能力XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX推進(jìn)兩項(xiàng)驅(qū)動(dòng)XXXXXXXXXXXXXXXXXXXXXX堅(jiān)持一個(gè)核心XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX外樹(shù)樹(shù)XXXX內(nèi)抓抓XXXX以服服務(wù)務(wù)促促成成客客戶(hù)戶(hù)價(jià)價(jià)值值延延伸伸具體安排客戶(hù)感知為核心XXXXXXXXXXXXXXXXXX“XXXXXXXXXXXXXXXXX””“XXXXXXXXXXXXXXXXXX——XXXXXXXXXXXXXXXXXXXX””XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排雙驅(qū)動(dòng)推進(jìn)服務(wù)務(wù)文文化化ServiceCultureXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX服務(wù)務(wù)管管理理ServiceManagementXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排三項(xiàng)能力提升XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX、XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

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品牌牌服服務(wù)務(wù)團(tuán)團(tuán)隊(duì)隊(duì)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX差異化服務(wù)標(biāo)準(zhǔn)差異化服務(wù)流程支撐保障完善支撐系統(tǒng)保障標(biāo)準(zhǔn)落地電子渠道實(shí)體渠道XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX積分回饋支撐保障客戶(hù)區(qū)分重點(diǎn)明確標(biāo)準(zhǔn)推行內(nèi)涵填充XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排三項(xiàng)能力提升XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排三項(xiàng)能力提升具體安排四項(xiàng)短板改進(jìn)XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX具體安排計(jì)劃進(jìn)程用戶(hù)至上上用心心服務(wù)用戶(hù)至上上用用心服務(wù)務(wù)2008年，是是瀘州電電信轉(zhuǎn)型型攻堅(jiān)之之年，機(jī)機(jī)遇與挑挑戰(zhàn)并存存。面對(duì)對(duì)未來(lái)，，我們也也更有面面對(duì)困難難的信心心與挑戰(zhàn)戰(zhàn)的勇氣氣：用心心至誠(chéng)，，永遠(yuǎn)是是瀘州電電信人不不斷超越越、不斷斷創(chuàng)造的的目標(biāo)和和準(zhǔn)則。。讓我們們?cè)诩で榍槿紵牡?008年攜攜手并進(jìn)進(jìn)、全力力沖鋒、、攻堅(jiān)破破難，實(shí)實(shí)現(xiàn)瀘州州電信服服務(wù)能力力新跨越越。用戶(hù)至上上用心心服務(wù)March1020082008年，XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX9、靜夜四無(wú)鄰鄰，荒居舊業(yè)業(yè)貧。。1月-231月-23Thursday,January5,202310、雨中中黃葉葉樹(shù)，，燈下下白頭頭人。。。20:57:0420:57:0420:571/5/20238:57:04PM11、以我獨(dú)獨(dú)沈久，，愧君相相見(jiàn)頻。。。1月-2320:57:0420:57Jan-2305-Jan-2312、故人江海海別，幾度度隔山川。。。20:57:0420:57:0420:57Thursday,January5,202313、乍見(jiàn)翻翻疑夢(mèng)，，相悲各各問(wèn)年。。。1月-231月-2320:57:0520:57:05January5,202314、他鄉(xiāng)生白白發(fā)，舊國(guó)國(guó)見(jiàn)青山。。。05一月月20238:57:05下下午20:57:051月-2315、比不了得就就不比，得不不到的就不要要。。。一月238:57下下午1月-2320:57January5,202316、行行動(dòng)動(dòng)出出成成果果，，工工作作出出財(cái)財(cái)富富。。。。2023/1/520:57:0520:57:0505January202317、做前，，能夠環(huán)環(huán)視四周周；做時(shí)時(shí)，你只只能或者者最好沿沿著以腳腳為起點(diǎn)點(diǎn)的射線(xiàn)線(xiàn)向前。。。8:57:05下午午8:57下午午20:57:051月-239、沒(méi)有失敗敗，只有暫暫時(shí)停止成成功！。1月-231月-23Thursday,January5,202310、很很多多事事情情努努力力了了未未必必有有結(jié)結(jié)果果，，但但是是不不努努力力卻卻什什么么改改變變也也沒(méi)沒(méi)有有。。。。20:57:0520:57:0520:571/5/20238:57:05PM11、成功就就是日復(fù)復(fù)一日那那一點(diǎn)點(diǎn)點(diǎn)小小努努力的積積累。。。1月-2320:57:0520:57Jan-2305-Jan-2312、世間成成事，不不求其絕絕對(duì)圓滿(mǎn)滿(mǎn)，留一一份不足足，可得得無(wú)限完完美。。。20:57:0520:57:0520:57Thursday,January5,202313、不不知知香香積積寺寺，，數(shù)數(shù)里里入入云云峰峰。。。。1月月-231月月-2320:57:0520:57:05January5,202314、意志堅(jiān)強(qiáng)的的人能把世界界放在手中像像泥塊一樣任任意揉捏。05一月20238:57:05下午20:57:051月-2315、楚楚塞塞三三湘湘接接，，荊荊門(mén)門(mén)九九派派通通。。。。。一月月238:57下下午午1月月-2320:57January5,202316、少少年年十十五五二二十十時(shí)時(shí)，，步步行行奪奪得得胡胡馬馬騎騎。。。。2023/1/520:57:0520:57:0505January202317、空山新新雨后，，天氣晚晚來(lái)秋。。。8:57:05下午午8:57下午午20:57:051月-239、楊柳散和和風(fēng)，青山山澹吾慮。。。1月-231月-23Thursday,January5,202310、閱閱讀讀一一切切好好書(shū)書(shū)如如同同和和過(guò)過(guò)去去最最杰杰出出的的人人談?wù)勗?huà)話(huà)。。20:57:0520:57:0520:571/5/20238:57:05PM11、越是沒(méi)沒(méi)有本領(lǐng)領(lǐng)的就